TeleService: Bill To and Ship To Address Not Defaulted Correctly Even When the Profile is Set
(Doc ID 1608994.1)
Last updated on JULY 21, 2020
Applies to:Oracle Teleservice - Version 12.1.3 to 12.1.3 [Release 12.1]
Information in this document applies to any platform.
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.
The Bill to and Ship to Address should match the Account Bill To and Ship To address in the Contact Center > Accounts Tab.
(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.
Related Profile Options:
* Service: Default Bill To and Ship To Address Options
* Service: Validate Bill To and Ship To LOVs
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