Incident Customer (INCIDENT_PARTY) Field In SR Header Not Populating On Requery

(Doc ID 2163727.1)

Last updated on AUGUST 18, 2016

Applies to:

Oracle Teleservice - Version 12.2.4 and later
Information in this document applies to any platform.

Symptoms


ACTUAL BEHAVIOR
---------------
Incident Customer (INCIDENT_PARTY) field in SR header not populating on re-query

Incident Customer (INCIDENT_PARTY) field in SR header not populating on re-query
Using folder option, displayed the field Incident Customer (INCIDENT_PARTY) at Service Request Header. While creating service request, selected the incident customer and related site and then saved the SR. SR gets saved successfully. But on re-query the SR, Incident customer field is blank and address fields are populated

EXPECTED BEHAVIOR
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Requery SR should show Incident Customer deatils

STEPS
-----------------------
The issue can be reproduced at will with the following steps
[R] Service
[N] Service Request >>
While creating service request, selected the incident customer and related site and then saved the SR. SR gets saved successfully. But on requery tne SR, Incident customer field is blank and address fields are populated

1. Launch 'Create Service Request' form
2. Query Customer with a single account via 'Incident Address Search' flashlight
3. Select Customer
4. Agent is returned to 'Create Service Request' form and the account field is not populated


Cause

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