Customer Validation Message Occurs on Create Service Request Form After Patch 13063024 (Doc ID 1497423.1)

Last updated on SEPTEMBER 06, 2016

Applies to:

Oracle Teleservice - Version 12.1.3 to 12.1.3 [Release 12.1]
Information in this document applies to any platform.

Symptoms

On : 12.1.3 version, Service Request Form

When attempting to save a service request in the create service request form after entering the service request type the following message occurs

Message

"The Incident Customer selected is different from the Customer on the SR header. Do you want to override the values in the Customer region."


Steps to Replicate

Navigate to the below location:

Service(Responsibility) >> Service Request >> Create Service Request

Step 1:Open the CREATE SERVICE REQUESTS form. Entry the Customer, Summary, SR Type, Severity.
When Entry the SR Type, don’t click the LOV, you can key in the “CS”, and the “CS – Technical Request” will show automatically. If Click the LOV, not have this error.

Step 2: Save the SR, Show the Error as below:
The Incident Customer selected is different from the Customer on the SR header. Do you want to override the values in the Customer region.

Cause

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