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TeleService: Customer Type Organization Changes To Blank In Service Request Header (Doc ID 2686450.1)

Last updated on JUNE 30, 2020

Applies to:

Oracle Teleservice - Version 12.2.8 and later
Information in this document applies to any platform.

Symptoms

Customer Type 'Organization' changes to blank in Service Request (SR) header.
After searching for a Serial Number in the SR header, the Customer Type changes from Organization to 'blank' when a user tries to search for a customer account.

Steps:

(R) Service
(N) Service Requests > Create Service Requests

 - Customer Type: defaulted to "Organization"
 - Check for Serial Number (SN) in Serial Number field.
      LOV: 123% => Some records retrieved.
 - If the Serial Number could not be retrieved, then click Cancel, clear record
 - Now go to the (Customer) Name field to pull up customer account and search
 - Place cursor on the Name field

  => In Customer Type field the 'Organization' value changes to blank.

Expected Behavior:

When placing cursor on fields, defaulted values should not be wiped off.

Workaround:

Users need to repopulate the field manually with the value.

Changes

 

Cause

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In this Document
Symptoms
Changes
Cause
Solution
References


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