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iSupport - Need To Allow End Customers To Enter The Current Ship To And/or Installed At Address (Doc ID 1611259.1)

Last updated on MARCH 08, 2021

Applies to:

Oracle iSupport - Version 11.5.10.2 and later
Information in this document applies to any platform.

Symptoms

In iSupport:
Is there any way to allow end customers to enter the current Ship To and/or Installed At information?

Possible Scenario:

iSupport is implemented in different Locations.
Some of the Customers are Distributors, who then will resell products to resellers and end customers.

When end customers contact the main customer to open a Service Request, the product is installed in a different Location from the original Ship To Address (which is the original Distributors').
So the need is for the customer to put this information through iSupport.

During the SR creation process, it looks like only Addresses that are already defined in the system can be chosen.
There is no place where Customers can enter their own address.

How do other Oracle iSupport customers (who sells to distributors) manage this?

Expected Behavior:

End Users should be allowed to enter the current Ship To and/or Installed At addresses during SR creation.
That way, usage of iSupport can be extended to Distributors.

Steps:

(R) iSupport

1. Register as a Business User
2. Login to iSupport as that user
3. Create SR through iSupport using that user
=> There is no place to create a new Ship To and/or Installed At address. User can only choose existing addresses.

Changes

 

Cause

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In this Document
Symptoms
Changes
Cause
Solution
References


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