TeleService: Bill To and Ship To Address Not Defaulted Correctly Even When the Profile is Set (Doc ID 1608994.1)

Last updated on MARCH 08, 2017

Applies to:

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

Symptoms

The default Bill to Address / Ship to Address is always the same Address (i.e. 'Account 3 Address') regardless of the Customer Account selected in the Service Request header.

Expected Behavior:

The Bill to and Ship to Address should match the Account Bill To and Ship To address in the Contact Center > Accounts Tab.

Steps:

(R) Service
(N) Service Requests > Create Service Request

1. Select Customer Account 1
2. Enter Service Request details
3. Navigate to the 'Contacts / Addresses' tab.

=> 'Account 3' address is shown

That is incorrect. It should be defaulted with the customer's Primary Ship To Address.

What is Working:

If you click on the "Ship To:Select Address", the value just changes.
It is required to click on that button each and every time to get the proper value.

Changes

Related Profile Options:

 * Service: Default Bill To and Ship To Address Options
 * Service: Validate Bill To and Ship To LOVs

Cause

Sign In with your My Oracle Support account

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

My Oracle Support provides customers with access to over a
Million Knowledge Articles and hundreds of Community platforms