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BILL_TO_CONTACT_ID and SHIP_TO_CONTACT_ID are Populated Automatically When Service Request is Copied in Customer Support HTML When Using Copy Functionality (Doc ID 1508472.1)

Last updated on JULY 21, 2020

Applies to:

Oracle Customer Support - 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, Customer Support , Create Service Request

Actual Behaviour

When copying a service request in the Service Request page of Customer Support HTML application, there are additional fields which are getting populated in the back end like the BILL_TO_CONTACT_ID and SHIP_TO_CONTACT_ID.

Expected Behaviour

When there are no BILL_TO_CONTACT_ID and SHIP_TO_CONTACT_ID details in the original SR, there should not be the details in the copied SR.

Steps To Replicate

The issue can be reproduced at will with the following steps:

Navigation : Customer Support Specialist (Responsibility) >> Agent Dashboard >> Create Service Request

1. Create a service request in Customer Support HTML without BILL_TO_CONTACT_ID and SHIP_TO_CONTACT_ID
2. Copy the Service Request using the copy option.
3. Check the BILL_TO_CONTACT_ID and SHIP_TO_CONTACT_ID, they would have got populated.

Changes

 

Cause

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In this Document
Symptoms
Changes
Cause
Solution
References


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