Hi, we are working on upgrading from Apps10 update 20 to 25R2. We have been building some basic data in Apps10 aurena to import into Cloud but we use IEE in production. While in Aurena, I can successfully create a call center case but after selecting the dummy customer we use for call center, the callers didn’t come up in the LOV, it only showed my name. The list used to be retrieved from the support agreement, customer contacts table and I maintain that as people come and go.
In Aurena, it looks like you have to add the CC contacts on the customer itself, is that right? As soon as I added a user directly on the customer, then her name appeared as selectable in the new case assistant.
Thanks,
Mary