TeleService: "The Incident Customer selected is different from the Customer on the SR Header." (Doc ID 2568165.1)

Last updated on APRIL 04, 2025

Applies to:

Symptoms

Users may encounter a message in the Service Request form when entering a Service Request for an existing Serial Number / Installed Base record.

Error:

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

Steps:

Installed Base:
- Create an Item Instance = '12345', with Owner = 'Customer A'

SR Form:
- 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.

Changes

Cause

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