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Contract Number And Account Number Is Not Showing For Internal Customers When Creating Service Requests from iSupport Employee User (Doc ID 2304207.1)

Last updated on MAY 26, 2020

Applies to:

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


When trying to create the service request for the internal customer in iSupport employee user, the account number is not displaying under primary contact region.
This causes the contract not to be selected in the SR.

But when creating the SR from Create SR form, we are able to enter the account number and there is an option to select the contract number.

1) How to achieve this functionality (defaulting the account number when creating SR) in iSupport? and Is it possible to access more than one party from iSuport?
2) How can an account information not be applicable to the employee user?
3) How will the Service Request select the correct contract if the account number is not provided?
4) Is there a setup that can be done such that an employee user will be able to select the account number?


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