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.


On :  12.1.3 version, Service Request Form

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.

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

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

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


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