Unable To Create Account While Creating Customer From Agent Dashboard

(Doc ID 2371025.1)

Last updated on MARCH 08, 2018

Applies to:

Oracle Teleservice - Version 12.2.6 and later
Oracle Customer Support - Version 12.2.6 and later
Information in this document applies to any platform.

Symptoms

On : 12.2.6 version, Agent Dashboard

ACTUAL BEHAVIOR
---------------
In Agent Dashboard, while using the "Use New Service Information" option to create a service request, a new organization/person can be created but without account

EXPECTED BEHAVIOR
-----------------------
Users should be able to create an account while they create a new person/organization

STEPS
-----------------------
The issue can be reproduced at will with the following steps:
1. Customer Support Specialist > Agent Dashboard > Agent Tools > Create Service Request > Use New Service Information
2. The Create Organization page is displayed
3. Complete Organization Information
4. Click Apply and Next
5. Complete Contact Information
6. Click Apply and you are taken back to the Service Request.
7. Unable to create an account from here



Cause

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