TeleService: "The Incident Customer selected is different from the Customer on the SR Header."
(Doc ID 2568165.1)
Last updated on SEPTEMBER 02, 2020
Applies to:Oracle Field Service - Version 12.2.4 and later
Information in this document applies to any platform.
Users may encounter a message in the Service Request form when entering a Service Request for an existing Serial Number / Installed Base record.
The Incident Customer selected is different from the Customer on the SR Header.
Do you want to override the values in the Customer region?
- Create an Item Instance = '12345', with Owner = 'Customer A'
- Create a new Service Request with Item Instance = '12345'
- The Customer is defaulted to Organization = 'Customer A'
=> The warning message appears:
"The Incident Customer selected is different from the Customer on the SR Header."
- After clicking "OK", Customer is updated to Person "<First name> <Last name>"
What is Working:
If 'Cancel', then customer info remains with 'Customer A' - owner of the Item Instance, like the Install Base Record.
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