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All Customer Info Not Returned To Service Request Form When Searching By Customer Number (Doc ID 1083667.1)

Last updated on DECEMBER 09, 2020

Applies to:

Oracle Teleservice - Version 12.1.2 and later
Information in this document applies to any platform.

Symptoms

On 12.1.2 Instance
When a customer via the 'Incident Address Search' on the 'Create Service Request' form, the account field is never populated.  For customers with no, or multiple, accounts, this is expected behavior.  Where a customer has a single account, however, this should be automatically entered into the account field.

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

Changes

 

Cause

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In this Document
Symptoms
Changes
Cause
Solution
References


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