My Oracle Support Banner

PDT - Error In Guest Accepting Invite Using Driver's License With Letter Prefixed (Doc ID 2774858.1)

Last updated on SEPTEMBER 22, 2022

Applies to:

Oracle Utilities Digital Self Service Transactions Cloud Service - Version NA and later
Oracle Utilities Customer Care and Billing - Version 2.6.0.1.0 to 2.7.0.3.0 [Release 2.6 to 2.7]
Information in this document applies to any platform.

Symptoms

ACTUAL BEHAVIOR
---------------
PDT - Error in guest accepting invite using Driver's License with letter prefixed

When a guest accepts the invitation from the main customer of the account, the customer enters the following:
- First Name
- Last Name
- Phone Number
- Driver's License

The Driver's License is prefixed with TX (example: TX1234567890). The DL stored in CC&B exactly matches what the customer is entering (both with TX). Even though it's exactly the same, the customer is getting an error stating, "One of our customer service agents will need to verify your identity. Please call customer support..."

Further testing shows that if we remove the letters (removed TX) stored in the Person ID of the customer, and then the DL entered by the guest exactly matches the ID, that is processed successfully.

Cause

To view full details, sign in with your My Oracle Support account.

Don't have a My Oracle Support account? Click to get started!

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