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Addresses Not Populating in SR Contacts/Addresses Tab When Serial Number is Used as an Entry Point (Doc ID 1594135.1)

Last updated on FEBRUARY 06, 2022

Applies to:

Oracle Teleservice - Version 12.1.3 and later
Information in this document applies to any platform.


On : 12.1.3 version, Service Request Form

When creating a service request on the SR form while using the Serial Number as an entry point, the Bill To and Ship To details are not getting populated.

Steps to Replicate

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

Set profile Service: Default Bill To and Ship To Address Options set to to Customer only at Site level

 1) Open the SR form
 2) Provide the service request owner
 3) Key in the serial number
 4) Provide the contact
 5) Provide the Problem Summary
 6) Create a note
 7) Save the SR

Bill To and Ship To address not populated.




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