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 laterOracle 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 |