Account Number In Bill-To Disappears (Doc ID 2057787.1)

Last updated on MARCH 23, 2016

Applies to:

Oracle Teleservice - Version 12.1.3 and later
Information in this document applies to any platform.

Symptoms

On :  12.1.3 version, Service Request Form

ACTUAL BEHAVIOR  
---------------
The Account number of the Bill To address in the SR disappears at times although it has been entered in the Service Request form. On further review, the BILL_TO_ACCOUNT_ID is not saved in the CS_INCIDENTS_ALL_B table.

EXPECTED BEHAVIOR
-----------------------
Expect the Account number of the Bill To address in the SR to be visible & saved to the CS_INCIDENTS_ALL_B table

STEPS
-----------------------
The issue can be reproduced at will with the following steps:
(R) Service
(N) Service Requests > Find/Create Service Requests
Enter SR information
Click on Contacts / Addresses tab

The Account Number is blank

BUSINESS IMPACT
-----------------------
The issue has the following business impact:
Due to this issue, users cannot use the Account Number on the Contacts / Addresses tab in the SR form

Cause

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