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In Service Request HTML Cannot Add An Incident Address To An SR That Is Not In Related To The Product Owner (Doc ID 2411849.1)

Last updated on JUNE 15, 2018

Applies to:

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 in Service Request Form

In Customer Support Specialist, when try to change the Incident Address of an SR created with product information, the following error occurs:

ERROR
-----------------------
CS_INVALID_INSTALL_SITE (INSTALL_SITE_ID=######)(CUSTOMER_PRODUCT_ID=######).


STEPS
-----------------------
The issue can be reproduced at will with the following steps:
1. Create an SR for CustomerA
2. On that SR, add an IB Instance from CustomerB. The Incident Address default to the one from the product that belongs to CustomerB which is correct.
3. Manually try to change the Incident Address to one form CustomerA. The address can be selected but when try to save the reported error occurs.
4. The problem only occurs in the OAF UI, in the Service Request Form, using the same SR, the Incident Address can be changed without error



Changes

 

Cause

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