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Problem Code Mandatory Is Not Enforced When Creating A Service Request In eBusiness Center (Doc ID 957902.1)

Last updated on JULY 21, 2020

Applies to:

Oracle TeleSales - Version 11.5.10.0 to 11.5.10.2 [Release 11.5.10]
Oracle Teleservice - Version 11.5.10 to 10.5.10.2 [Release 11.5 to 10.5]
Information in this document applies to any platform.

Symptoms

-- Problem Statement:
On 11.5.10:
In eBusiness Center form > Service Request tab > after setting Problem Code field as
mandatory using Personalization, the Service Request can be saved without entering a Problem Code.

EXPECTED BEHAVIOR
Expect the SR cannot be saved until problem code is entered.

WHAT IS WORKING
The same personalization works correctly on Contact Center > Service Request tab

-- Steps To Reproduce:
The issue can be reproduced at will with the following steps:
1. Go to eBusiness Center > Service Request tab and define a personalization to make the
Problem Code field mandatory:
In the Personalization form:
Condition Tab:
Trigger Event: WHEN-NEW-ITEM-INSTANCE
Trigger Object: INCIDENT_TRACKING.PROBLEM_CODE_MEANING
Condition: 1=1

Actions Tab:
Seq: 10
Type: Property
Object Type: Item
Target Object: INCIDENT_TRACKING.PROBLEM_CODE_MEANING
Property Name: Required
Value: TRUE

2. in eBusiness Center query a customer and then navigate to the Service Request tab
3. complete all the required fields and leave the "Problem" (Problem Code) field empty. You will
notice that the field is yellow (mandatory).
4. Click the Submit button
5. SR is created without Problem Code even when the field is mandatory.

Cause

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In this Document
Symptoms
Cause
Solution
References

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