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The Agent Cannot Send A Response To The Customer From The System getting error "Sorry, you are not allowed to contact the customer". Please contact your Customer Service Team Members" (Doc ID 2912005.1)

Last updated on AUGUST 29, 2023

Applies to:

Oracle Fusion B2B Service Cloud Service - Version 11.13.22.07.0 and later
Information in this document applies to any platform.

Symptoms

On : 11.13.22.07.0 version, Service Request

The Agent Cannot Send A Response To The Customer From The System getting error "Sorry, you are not allowed to contact the customer". Please contact your Customer Service Team Members"


ERROR
-----------------------
"Sorry, you are not allowed to contact the customer". Please contact your Customer Service Team Members"


STEPS
-----------------------
The issue can be reproduced at will with the following steps:

1. Navigate to Service
2. Service
3. Service Requests
4. Open existing SR
5. Go to Messages
6. Click Actions, Response. Send
7. Observe error

Cause

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In this Document
Symptoms
Cause
Solution


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