My Oracle Support Banner

iSupport - Create Service Request: One Time Address Not Coming Up In Contact Center (Doc ID 1558047.1)

Last updated on JULY 21, 2020

Applies to:

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

Symptoms

Actual Behavior:

One Time Address is not coming up in Contact Center - Service Request tab.
When a user creates a Service Request from iSupport, one-time address is not showing up on the Contact Center Form for that SR.

- Profile Option ‘Service: One-Time Incident Address Format” (CS_SR_ONE_TIME_ADDRESS_FORMAT) is set at the Site level to 'FREE_FORM'.
- Profile Option 'Default Country' is set at Site level to 'United States'.

Steps:

(R) iSupport
 - Login an external user and create an SR.

(R) Service
(N) Customer Management > Contact Center
 - Login as an internal user
 - Query for the SR created in iSupport.
 - Navigate to the Service Request tab.
 => The Address on the SR (which is a One Time Address) is not populated.

What Is / Was Working:

- The same flow from iSupport works fine in the 11i instance.
- No errors if the SR is created in Contact Center with the same information.

Changes

 

Cause

To view full details, sign in with your My Oracle Support account.

Don't have a My Oracle Support account? Click to get started!


In this Document
Symptoms
Changes
Cause
Solution
References


My Oracle Support provides customers with access to over a million knowledge articles and a vibrant support community of peers and Oracle experts.