Oracle Receivables - TeleService: Contact and Relationships Not Accessible When Created in the Other Module

(Doc ID 181653.1)

Last updated on APRIL 05, 2018

Applies to:

Oracle Teleservice - Version 11.5.10.2 to 12.1.3 [Release 11.5 to 12.1]
Oracle Customer Care - Version 11.5.10.2 to 12.1.3 [Release 11.5 to 12.1]
Information in this document applies to any platform.

Symptoms

Customer relationships set up in Oracle Receivables are not recognized in Service Requests.
Contacts created in TeleService are not visible in Oracle Receivables.

Examples:

[ 1 ]

(R) Receivables
(N) Customers > Standard

- Create two new customers with bill to and ship to addresses
- Open the first customer
- Go to the Relationships tab
- Create a relationship to the second customer, checking all the flags (Bill to, Ship to, Active, Reciprocal), and select 'All' as the Type.

(R) Customer Support or Service
(N) Service Request -> Create Service Request.

- Fill in header information with the Bill to customer.
- Click on the Addresses tab
- Choose from the LOV a Bill-To-Address (or Ship-To).

=> The LOV does not show the address of the related customer.

[ 2 ]

After creating a new Contact in a Service Request, that contact is not visible in the Receivables Communications tab at customer Account level.

Changes

 

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