Duplicate Lines In Customer Address Window Of Service Request Form (Doc ID 2188510.1)

Last updated on OCTOBER 06, 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
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In the 'Service Request' form customer address is shown incorrectly in the Service header - some values are copied into another empty fields.

Address is entered at customer setup form, service request form populates all flex fields when enter customer number.
Every address DFF have this issue, even those who are under Contact/Address tab.

Issue exists only in Service form, and doesn't exist in other modules as Telesales ebusiness form.

 

STEPS
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The issue can be reproduced at will with the following steps:
1. Check address details in customer setup: fields ‘Temporary Customer Name’, ‘Additional Information 1, and ‘Additional Information 2’ are empty:
2. (R) Service
 (N) Create new Service Request for this customer and check address fields:
 It looks value of ‘Street name’ has been copied into field ‘Temporary customer name’ and value of ‘Postal Code’ has been copied into field ‘Additional Information 2’.
The same situation with other customer address fields:
If some value exists in the field ‘Additional Information 2’:
Then this value has been copied into fields ‘Additional Information 1’:

Cause

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