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For Service Requests created in iSupport, account information is missing in Charges (Doc ID 1052924.1)

Last updated on JULY 21, 2020

Applies to:

Oracle Teleservice - Version 11.5.10.2 and later
Oracle iSupport - Version 11.5.10.2 and later
Information in this document applies to any platform.

Symptoms

In the Service Request form, for Service Requests created from iSupport, the Account fields in the Contact/Addresses tab is empty. The same happens for the Bill to Account and Ship to Account fields in Charges tab.

Expected behavior is that the Account fields in Contacts/Addresses tab and Bill to Account / Ship to Account fields to have a value.

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

1. Query an existing Service Request that was created in iSupport and doesn't have an account in the SR Header.
2. In Contacts/Addresses tab the Account fields are empty.
3. In Charges tab the Bill to Account /Ship to Account fields are empty.

Changes

 

Cause

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In this Document
Symptoms
Changes
Cause
Solution


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