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Party and Account not changing correctly when using an Installed Base Instance from a related party (Doc ID 1459911.1)

Last updated on JULY 21, 2020

Applies to:

Oracle Teleservice - Version 12.1.3 and later
Information in this document applies to any platform.

Symptoms

====Issue Clarification====
 
On : 12.1.3 version, Service Request Form

ACTUAL BEHAVIOR
---------------
In the Service request form when enter a serial number of an IB instance that belongs to a related party, the party in the SR form header is not changed but the Account number changes to an account that belongs to the related party.

EXPECTED BEHAVIOR
-----------------------
The party and the account should change to the owner of the IB instance.

STEPS
-----------------------
The issue can be reproduced at will with the following steps:
1. In Installed Base create IB instance that belongs to Party A with account A1 and with serial number 123
2. In Installed Base create a relationship for that IB instance between Party A and Party B.
3. In the Service Request from enter Party B with Account B1
4. In the Serial field enter serial number 123
5. Notice that the party in the SR remains as Party B (instead of changing to Party A who is the owner of the IB) and Account field changes to Account A1 (that belongs to Party A, not to Party B).

Changes

 

Cause

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In this Document
Symptoms
Changes
Cause
Solution
References


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