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The Contact Email address in Install Base is the Person Party email and not that of the Business Relationship (Doc ID 1614853.1)

Last updated on JULY 14, 2020

Applies to:

Oracle Installed Base - Version 12.1.1 and later
Information in this document applies to any platform.


The Contact Email address that is displayed in the Install Base is now the Person Party email and not that of the business relationship. This is a lost feature in R12, when compared to 11i.

In 11i, the email address is taken from the email address of the person-to-company relationship. This is what is seen in the Contact Center, when querying the organization as customer and then the contact = contact selected in Install Base (IB). The email address shown there is what IB uses in the contact tab.

In 12.1, it uses the email address that is shown on the contact center header when the contact is queried as a person customer in the contact center (instead of the organization). So it does not take the email address of the relationship party but of the person party.

Contacts in the IB under the Association tab in the Contact region is a business contact - not a person party, so the email that should display here should be the email address of the business contact and not the person.   
Expect the person party email to be the value to display, and the business contact email should also display and be labeled.

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

1. Oracle Installed Base Agent User > Item Instances > Item Instance
2. Query an item that is known to have a technical contact with an email address defined.
3. Navigate to Associations > Installed.  Here you will see that the contact doesn't have an email address displayed.


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