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On parent account, getting an error when adding a child but on the child account, able to add the parent. (Doc ID 2496085.1)

Last updated on MARCH 13, 2019

Applies to:

Oracle Fusion Sales Cloud Service - Version 11.13.18.05.0 and later
Information in this document applies to any platform.

Symptoms

On parent account, getting an error when adding a child but on the child account, able to add the parent.

ERROR
-----------------------
A customer can be present in only one active customer hierarchy. (HZ-120512)
Cause You have selected XXXXXXX that was already added to another hierarchy.
Action Add a different customer in the customer hierarchy or remove the customer from the other hierarchy.

STEPS
-----------------------
The issue can be reproduced at will with the following steps:
1. Sign-on to Sales Cloud application
2. Navigate to Sales > Accounts
3. Search and edit a parent account
4. On Profile subtab, click "Manage Account Hierarchy"
5. Add Child; the error results
6. Cancel out of the account
7. Search and edit the child account
8. On the Profile subtab, add the parent account; this is successful

BUSINESS IMPACT
-----------------------
The issue has the following business impact:
Due to this issue, users cannot add a child using Manage Account Hierarchy.

Changes

 

Cause

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In this Document
Symptoms
Changes
Cause
Solution
References


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