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TeleService: Bill To Customer and Bill To Address -or- Contact Address Disappear (Doc ID 1199735.1)

Last updated on JUNE 20, 2018

Applies to:

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


Goal

[ Problem 1 ]

After applying One-Off Patch 9560220 - BACKPORT:4604339:11.5..10:11.5.10.2:SRVQ1R10: ENCOUNTERING ERROR WHEN ADDRESS IS, the original FRM-40105 error that occurred when an Address was selected in the Create Contact form - Invalid reference to COUNTRY_NAME - is no longer present.

New versions are:
. CSXSRCCM.fmb 115.4.11510.7
. CSSRCCM.pld    115.3.11510.15

However, users are still unable to see the address selected on the Add/Edit Contact screen:

- Create SR.
- When creating a contact through the Edit/Create window:
    . Enter Last and First name, phone number.
    . Choose an Address from the LOV.
    . Save the Contact.
- Save the SR.
- When choosing the edit/create contact button, the Address for the Contact is not visible on the edit/create screen.

* Workaround:

   Add Contacts in AR Customer Standard form.

[ Problem 2 ]

While creating Service Requests (SR), the Bill To Address information gets defaulted in the 'Contacts / Addresses' and 'Charges' tabs as expected.
The Service Request is saved.

But while re-querying the SR, the Bill To Address (and the Bill To Customer) information disappears.
This occurs in the 'Contacts / Addresses' and in the 'Charges' tabs.

* Frequency:

This happens randomly.

* Steps:

   (R) Customer Support
   (N) Service Requests > Create Service Request

* Workaround:

   If the SR is re-queried, and the user selects the Customer and Address manually, the information is saved permanently.

Solution

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