When Starting Service From Digital Self Service Transactions, Provided Mailing Address Is Only Available on Service Task and Order (Doc ID 2734313.1)

Last updated on DECEMBER 04, 2020

Applies to:

Symptoms

When starting service from Digital Self Service Transactions (DSS-T), the user provided mailing address is only available on the Customer Care and Billing (CCB) Service Task and Order, the mailing address is not reflected on the Account > Person page.  This happens when the CCB Feature Configuration > General System Configuration > Always Enable Address Source has a value of 'Y'.

Detailed steps to replicate:

- set Feature Configuration > General System Configuration > Always Enable Address Souce > 'Y'
- create a Premise, Person, and Account - on the Account, set Bill Route Type and Quote Route Type to 'Route to email'
- Request to start service from either DSS-T with an override address
- Progress the resulting Start/Stop Service Task out of Pending (in case monitor is still plugged in) and confirm whether override address from DSS is available on the Service Task, Order, and Start/Stop Address page
- Finish starting the SA and verify the address on the Account/Person tab

Note, when Bill Route Type = 'Postal', the process works as expected.  But when Bill Route Type = 'Email', it seems the address override provided in DSS is never applied to the Account.

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.