New Record Created When Querying for an Existing Record (While Navigating via Recent Record) (Doc ID 2093628.1)

Last updated on APRIL 21, 2016

Applies to:

Siebel CTI - Version 8.1.1.11.11 [IP2013] and later
Information in this document applies to any platform.

Symptoms

New Record Created When Querying for an Existing Record When Navigating via Recent Record

The steps to replicate the issue are as follows:


1. Login to Siebel as CTI user, create two activities, say Activity_1 and Activity_2. Note down the row_ids of each of them.

2. Create event log with following parameter
  BusComp:Action
  BusObj:Action
  Display:TRUE
  LogField.Primary Owned By:{@UserName}
  QuerySpec:[Id]='{Row Id of Activity_1}
Associate the EventLog to an event like an Incoming Call

4. Re-login to Siebel with the same CTI user as step 1.
5. Navigate to Activities Screen Homepage View, Recent Records section
5. Drill-down to second activity - Activity_2  created in step 1.
5. Accept an incoming call
6. The user is taken to a newly created Activity Record instead of Activity_1

When the incoming call is accepted keeping Activity_2 in focus drilling down from the Recent Records applet a new activity is being created.
However if the user navigates to Activity_2 via All Activities or Frequently Viewed Records(available in OpenUI), the user is correctly taken
Activity_1.

Cause

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