IP16 – RECORD MISSING FROM SIEBEL FIND - ADVANCED FIND (Doc ID 2186205.1)

Last updated on SEPTEMBER 26, 2016

Applies to:

Siebel CRM - Version 16.0 [IP2016] and later
Information in this document applies to any platform.

Symptoms

On :  16.0 [IP2016] version, Configuration - General

ACTUAL BEHAVIOR  
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Environment: 16. 0

Users are creating 14 new records under Account.
When querying for the records using the Siebel Find only 13 of them are returned.


EXPECTED BEHAVIOR
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All 14 results should be visible after the query.

STEPS
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The issue can be reproduced at will with the following steps:

1. Create 14 Account records Test1, Test2, … Test14.
2. Confirm all 14 records are displayed in My or All Accounts view.
3. Invoke Siebel Find for “Account” (right top corner)
4. Enter search criteria Name = “Test*”

Results
----------------------
It returns only 13 records, even if it shows on the UI “1-13+” (record test10 is missing)
Clicked Next button: it displays only 13 records, note that record counter now displays “1-13”

Behavior was tested on Chrome, IE11 and FireFox > in all browsers was reproduced.
Further investigation done: the issue reproduces if there are more than 10 records (the max number on a page) > for referral screen shots:


BUSINESS IMPACT
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The issue has the following business impact:
In customer call center is heavily using the search center and searching often by customer name. As in Switzerland there are really common names, customer's agent will not be able to serve this customer. Also the behavior is quite difficult to explain to customer's call center agent and there is no really workaround.

Changes

 No changes done to the application, issue reproduces on Standard Vanilla

Cause

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