Cannot Create Service Request When Bill-to Address For Install Base Instance Is From Different Party: Error On Ship_To Account (Doc ID 1552807.1)

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:

When Bill-to Address for an install base instance is from a related party, then creating a service request for this instance errors:


ERROR
---------
* SR Form:

    "FRM-40212: Invalid value for field SHIP_TO_ACCOUNT."

* Doing the same from Contact Center, error message shown as a pop-up:

  API Programming Error
  (CS_ServiceRequest_UTIL.Validate_Bill_To_Ship_To_Acct): The
  value "32754" for parameter Ship_To Account is invalid.

STEPS
---------
The instance is owned by party A, account_number X.
The instance has two associations: OWNER=Party A, SOLD-TO=Party B.
The installed-at, current, ship-to = Party A
The bill-to = Party B.

When creating a service request, the account_number of Party B is passed, together with the party_id of Party A to the API.
Because Party A and account B don't belong together, the creation of the SR fails.


Cause

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