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In The SR Form Incident Customer Should Not Be Cleared Out When Clearing Out Incident Address (Doc ID 1312330.1)

Last updated on JULY 14, 2020

Applies to:

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


In the Service Request Form, clearing the Incident Address should not clear the Incident Customer regardless of whether it matches the SR Customer Party in both create and update mode. Our general UI approach is that clearing a child (e.g. Incident Address) should not clear the parent (e.g. Incident Address Customer) but clearing a parent (e.g. Incident Address Customer) should clear all children (e.g. Incident Address).

Steps To Reproduce

(R) Navigate to Service Resp
(N) Navigate to Service Requests > Create Service Request

  1. Unhide and show field "Incident Customer"
  2. Enter 1608 as the account no in the SR form
  3. Clear out the incident country
  4. Incident Address is cleared
  5. Note that the Incident Customer also gets cleared




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