Customer Contact Not Auto Populating Account And Premise Information On Creation Through Case (Doc ID 2444962.1)

Last updated on SEPTEMBER 24, 2022

Applies to:

Symptoms

On : Oracle Utilities Customer Care and Billing (CCB) 2.6.0.0.0 version, CI - Customer Information

ACTUAL BEHAVIOR
---------------
Customer Contact not Auto Populating Account and Premise information on Creation through Case

Maintaining Cases in CC&B, where outbound customer contacts are create through System Event.

A base algorithm Type CSEN-CC - Create Customer Contact is plugged in which creates a customer contact at the time of Case enter Status.

The problem is that when a customer Contact is created through Algorithm, it does not populates data regarding Account and Premise in the fields.

While if its created manually through Customer Contact Zone in Dashboard or through Person, Account or Premise Context menu, Customer Contact Fields are populated against the above said fields.


EXPECTED BEHAVIOR
-----------------------
It does populate data regarding Account ID and Premise ID in the fields when customer contact is created through case.

STEPS
-----------------------
The issue can be reproduced at will with the following steps:
Customer Contact not Auto Populating Account and Premise Information on Creation through Case
Replication steps with screenshots of both scenarios
Scenario 1- Customer Contact created through Case Type – Enter Status Algorithm (CSEN-CC)

1. Search Consumer and Create a Case
2. Select a Case Type and Save.
3. Case ID is generated and same is seen in Alerts in Dashboard
4. Next status on the Case is Issuance of A letter that will create a Customer Contact.
5. A Customer Contact is created as seen in the Dashboard
6. Problem: It does not populate data regarding Account ID and Premise ID in the fields.

Scenario 2- Customer Contact created manually through Context Menu

A - Customer Contact created manually through Person, Account or Premise Context menu

1. Search Consumer in CC&B
2. Create Customer Contact from Dashboard
3. User is navigated to Customer Contact
4. Customer Contact ID is generated on Saving the information.


B - Customer Contact created manually through Customer Contact Zone in Dashboard

1. Search Consumer in CC&B
2. Create Customer Contact from Dashboard
3. Enter Customer Contact Type
4. Enter Comments
5. Customer Contact is created in the Dashboard.
6. Navigate to Customer Contact
7. Customer Contact is populated with Account ID and Premise ID along Person ID

BUSINESS IMPACT
-----------------------
The issue has the following business impact:
In case Customer Contact created manually through Customer Contact Zone in Dashboard , letter on display does not populate information.
Whereas, Customer contact created through Case does populate required information.

Changes

Cause

My Oracle Support provides customers with access to over a million knowledge articles and a vibrant support community of peers and Oracle experts.