My Oracle Support Banner

Case Attachment File Term Is Not Working Properly (Doc ID 2427710.1)

Last updated on AUGUST 19, 2019

Applies to:

PeopleSoft Enterprise CRM HelpDesk for HR - Version 9.2 and later
Information in this document applies to any platform.

Symptoms

On : 9.2 version, Workflow

ACTUAL BEHAVIOR
---------------
Case History-> Event recording wrong Case note details in the Event -> Description field

EXPECTED BEHAVIOR
-----------------------
Case History ->Event should show the values properly of the corresponding Case Note

STEPS
-----------------------
The issue can be reproduced at will with the following steps:
1. Create AAF policy to send email to Employee, Case History to be added when case note is been added with attachment
2. Add an attachment to the Note and Upload.
3. Result: a. An email is sent to the employee
  b. The manual note is added as Note Sequence 1
  c. The automatic AAF note is added as Note Sequence 2
  d. A Case History Event is added
4. The Case History Event is displaying the Note Summary of the wrong note.  

Changes

 

Cause

To view full details, sign in with your My Oracle Support account.

Don't have a My Oracle Support account? Click to get started!


In this Document
Symptoms
Changes
Cause
Solution
References


My Oracle Support provides customers with access to over a million knowledge articles and a vibrant support community of peers and Oracle experts.