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All Customer Information is not Returned to the Service Request when Searching by Customer Number (Doc ID 1078203.1)

Last updated on JULY 21, 2020

Applies to:

Oracle Teleservice - Version 12.1.2 to 12.1.2 [Release 12.1]
Information in this document applies to any platform.

Symptoms

When a customer via the 'Incident Address Search' on the 'Create Service Request' form, the account field is never populated.  For a customer with a single account this field should be populated.

Error
=====
No error is displayed to the agent, and the account(s) are selectable from the List of values.

EXPECTED BEHAVIOR

=================
When a customer is queried back onto the 'Create Service Request' form, if they have a single account, this should populate the Account field.  The agent should not have to select this as a separate step.

STEPS
-----
1. Launch 'Create Service Request' form
2. Query Customer via 'Incident Address Search' flashlight
3. Select Customer
4. Agent is returned to 'Create Service Request' form and the account is not populated


Changes

 

Cause

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In this Document
Symptoms
Changes
Cause
Solution
References


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