MSS 6.3.1 | Duplicated Customer Accounts Created While Creating PSRs (Doc ID 2728095.1)

Last updated on JULY 24, 2023

Applies to:

Symptoms

MSS 6.3.0.982 | PSRs
===============

ACTUAL BEHAVIOUR
-----------------------

When users try to create a new PSR order using the Add New option from the Service Request Search window or the “New Product Service Request” link from the Navbar, the application does not support opening multiple PSRs. After creating the first order, when users try creating the next order, it opens the first order again.



EXPECTED BEHAVIOUR
------------------------
User should be able to open multiple PSRs in one session .


STEPS
-------
 
1-Create a new PSR for a customer say TEST1 .
2-Now go to Service Request Search and make a new PSR again.Enter the details for a new customer with new Company name say TEST2.
3-Hit OK. And nothing happens .It should have opened a new PSR for TEST2 .
4-When we check in Customer account , TEST2 has been created but there is no order.

As per user the impact can be  ,

“The problem this can create is leaving an account without services in a pending status. User may not realize account was created and simply close the Order Maintenance. Then open another account creating a duplicate customer”
 

Cause

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