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Description

If an instance has Customer Service Management Demo Data plugin activated, an upgrade to a version that does not contain the fix reinstalls the demo data. This can have the following impacts:

  1. If the demo data was previously removed, it is reinserted during upgrade.
  2. If the demo data was previously modified or customized, it is reverted to the original state during upgrade and customizations are lost.

The issue affects Helsinki, Istanbul, and Jakarta release families and occurs for upgrades within a release family, as well as upgrades across release families. Please review the Fixed In field to determine the versions containing the fix.

If the Customer Service Management demo data plugin is already active in a production instance and the demo data is reinserted after an upgrade and having this demo data in the production environment is problematic, please reach out to customer support for assistance in removing the demo data.

Recommended proactive steps:

  1. If the Customer Service Management Demo Data plugin is enabled in a sub-production instance but not in production, the sub-production instance should not be cloned to production as this introduces the defect into the production instance.
  2. It is recommended the Customer Service Management Demo Data plugin should not be activated in a production instance. The following is the list of equivalent product plugins, with applicable release, which can be activated as an alternative to Customer Service Management Demo Data.

Customer Service [com.sn_customerservice] (Helsinki, Istanbul, Jakarta)
Consumer Service Portal [com.glide.service-portal.consumer-portal] (Istanbul, Jakarta)
Customer Service Portal [com.glide.service-portal.customer-portal] (Istanbul, Jakarta)
SM Planned Maintenance [com.snc.planned_maintenance] (Istanbul, Jakarta)
Knowledge Product Entitlements [com.snc.kb_product_entitlements] (Istanbul, Jakarta)
Customer Service Management for Orders [com.snc.csm.order] (Istanbul, Jakarta)
Assignment Workbench [com.snc.assignment_workbench] (Istanbul, Jakarta)
Targeted Communications [com.sn_publications] (Istanbul, Jakarta)
Field Service Management [com.snc.work_management] (Istanbul, Jakarta)
Field Service – Signature Pad [com.snc.wo_signature_pad] (Istanbul, Jakarta)
Customer Service with Field Service Management [com.snc.csm_fsm_integration] (Jakarta)
Knowledge Management - Service Portal [com.snc.knowledge_serviceportal] (Jakarta)

Steps to Reproduce

 

Scenario 1: Demo data previously removed is reinserted:

  1. Activate the Customer Service Management Demo Data plugin.
  2. Remove demo data record(s) manually.
  3. Upgrade the instance to a newer version that does not contain the fix.
  4. The demo data is reinserted.

Scenario 2: Demo data previously updated is reverted to its original state.

  1. Activate the Customer Service Management Demo Data plugin.
  2. Update or customize demo data record(s) manually. 
  3. Upgrade the instance to a newer version that does not contain the fix.
  4. The demo data is reverted to its original state prior to the update and customizations are lost.

Workaround

Unfortunately there is no available workaround at this time. Please contact your Customer Support team for help when upgrading to provide assistance with any potential demo data removal.

 


Related Problem: PRB967378

Seen In

There is no data to report.

Fixed In

Istanbul Patch 10
Jakarta Patch 5
Kingston

Associated Community Threads

There is no data to report.

Article Information

Last Updated:2018-03-16 10:57:17
Published:2017-10-27