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 AUGUST 23, 2023
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 |