Unable to Create New PSR Order For New Customer Account - "No matches were found for your search" Error (Doc ID 3077058.1)

Last updated on MARCH 24, 2025

Applies to:

Symptoms

Unable to create a new PSR order for a newly added retail customer account. The application displays a "No matches were found for your search" message when searching for the customer account in the Customer Account Search window opened by clicking the "Select Customer" link in the "Create or Select a Customer for a New Product Service Request" window. See process steps below where the behavior was observed.

Process Steps

1. Order Management.
 
2. Service Requests.

3. Click Add New.

4. Select Product Service Request and click OK.

5. Click the Select Customer link in the Create or Select a Customer for a New Product Service Request window (w_psr_argument_maintenance).

6. Enter the new account's Account Number in the Customer Account Search window (w_customer_account_query_response) and click Search.

* Note the "No matches were found for your search" message displays (1st image) even though the customer account exists (2nd image).

Cause

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