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TeleService: Incident Address Not Found Because The Address Was Set To Inactive In The Addresses Tab (Doc ID 1581677.1)

Last updated on FEBRUARY 06, 2022

Applies to:

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


Scenario generating the problem:

Customer “A” has 2 addresses in the Addresses Tab (*):
- 'Address 1' is Active
- 'Address 2' is Inactive

(*) This may occur when Addresses are added to HZ_LOCATIONS using a concurrent program or API.
   Some business scenarios may not allow final users to create new Addresses in the Contact Center form.


If the user creates a new SR in the Contact Center for another customer “B” and try to find Incident Address = 'Address 2', the system will not find this one.

Expected Behavior:

When working in the Contact Center form, the user can select the incident address from what is available in HZ_LOCATIONS.
The user can also select an address when creating a new customer or when adding an address to a customer via the Contact Center Address Tab.

• After setting a Customer Address to Inactive, users should not be prevented from selecting it as an Incident Address.
• In fact this principle works for customer address: if a Customer Address is set inactive for that Customer, users can still create another Customer and select/link that Address.


(R) Service
(N) Customer Management > Contact Center

1. Customer: A

   Addresses Tab:
   . One Active Site
   . One Inactive Site

   SR Tab:
   Incident Address field > LOV:
   => Inactive Site is NOT available for selection.

2. Customer: B

   Addresses Tab:
   Try to create new Address Site for B
   => Inactive Site is available for selection.

   SR Tab:
   Incident Address field > LOV:
   => Inactive Site is NOT available for selection.

What is Working:

In Contact Center > Addresses tab:
The Address Site which has been inactivated for one Party can be selected as a Site for a different Party.




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