TeleService: Message Appears After Updating SR Address and Causes Unwanted Changes (Customer Name, Address...)

(Doc ID 2309930.1)

Last updated on SEPTEMBER 21, 2017

Applies to:

Oracle Teleservice - Version 12.2.3 and later
Information in this document applies to any platform.

Symptoms

Unexpected and unwanted changes occur in the Service Request (SR) header after the Incident Address field is updated.

A popup message box appears, and the user clicks "OK", it changes the Customer and Addresses of the SR.

This message appears even when the profile option "Service: Enable message when Customer Party and Incident Customer are different" is set to 'No'.

Expected Behavior:

Need to prevent this message box from showing up.

Steps:

Service Requests > "Create Service Request" form.

 - Created a new SR with Item Instance
 - Customer has automatically populated
 - Enter an address

 => Get a caution message saying the address is different than the customer address:

  -----------------------------------------------------
  "The Incident Customer selected is different from the Customer on the SR header.
  Do you want to override the values in the Customer region?"
  -----------------------------------------------------

 * If user clicks "OK":
   When clicking OK, the customer name, the customer address and the SR address all change.

 * If user clicks “Cancel”:
   Customer and addresses do NOT change.

What is Working:

1. When clicking the 'Cancel' button, the customer and addresses do not change.
   Users are able to save the SR successfully, and both Addresses are correct.
   As long as the user hits cancel, the SR maintains the data you entered. The problem is that users are sometimes forgetting to hit 'Cancel' and once the information has changed, we have a lot of difficulty getting it back to what it was.

2. If the user checks the "One Time Address" box, the caution box never appeared.
   It saved the SR and left all the IB and Customer info as it was.

Cause

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