INSTALL_SITE_USE_ID and SHIP_TO_SITE_USE_ID is not populated in Service Request Form for some Service Requests (Doc ID 2281716.1)

Last updated on JUNE 28, 2017

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 in production
  
  ACTUAL BEHAVIOR
  ---------------
 INSTALL_SITE_USE_ID and SHIP_TO_SITE_USE_ID is not populated in Service Request Form for some Service Requests
  
  EXPECTED BEHAVIOR
  -----------------------
  INSTALL_SITE_USE_ID and SHIP_TO_SITE_USE_ID should be populated
  
  STEPS
  -----------------------
  The issue can be reproduced at will with the following steps:
  1. Open SR form
  2. Query for some problematic SRs
  3. Help->Diagnostics->Examine
  Block->INCIDENT_TRACKING
  Field->SHIP_TO_SITE_USE_ID
  Value->Blank
  
 

Cause

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