Logout Is Not Visible In EService Open UI (Doc ID 2274307.1)

Last updated on AUGUST 22, 2017

Applies to:

Siebel Financial Services CRM - Version 15.11 [IP2015] and later
Information in this document applies to any platform.

Symptoms

On :  15.11 [IP2015] version, Client Functionality

ACTUAL BEHAVIOR  
---------------
Logout is not visible in eService Open UI

We have recently converted eService SI to eService Open UI IP2015 [patchset 11]. This is an external website. We did not want any of the keyboard shortcuts to work on eService so we removed 'Menu' from the Application object.

The logout button is not showing since we removed 'Menu' property on the application object. After few navigation steps in the application, the logout started show up on the Application. We have many stale sessions because user is not able to logout because it is not visible.


EXPECTED BEHAVIOR
-----------------------
Logout button should always visible.

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

1) In Siebel Tool, removing the menu from the Siebel Service Portal application, compile the changes

2) Log in to the self service portal application via the thin client 
ie. http://localhost/sservice_enu

3) Notice person icon (with the logout option) is visible on the top right corner

4) Click Person icon and click logout button, or wait for session timeout.

5) The log back in, and the person icon is not there anymore.

6) Click on VIEW OR SUBMIT SERVICE REQUESTS.
Sometimes the person icon shows up again after this click. If it does not show, then do more drilldown  by follow step 7 below

7) Create a new SR record and drill down to the form applet, the person icon shows again.

BUSINESS IMPACT
-----------------------
The issue has the following business impact:
Due to this issue, users cannot log out properly.

Cause

Sign In with your My Oracle Support account

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

My Oracle Support provides customers with access to over a
Million Knowledge Articles and hundreds of Community platforms