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When Creating A New Service Request From Contact Center Another Additional Form "Related customers" Opens And If Account Not Chosen "FRM-40212:Invalid value for field INCIDENT_PARTY" Pops Up (Doc ID 2780842.1)

Last updated on JULY 04, 2021

Applies to:

Oracle Teleservice - Version 12.2.9 and later
Information in this document applies to any platform.

Symptoms

On : 12.2.9 version, Service Request Tab

ACTUAL BEHAVIOR
---------------
When creating a new Service Request from contact center another additional form "Related Customers" is opening .If account is not chosen then following error is seen on the screen

ERROR
----------
FRM-40212:Invalid value for field INCIDENT_PARTY


EXPECTED BEHAVIOR
-----------------------
Expect the Service request to be created without any error and no additional form getting opened and being required to choose the account again

AFFECTED INSTANCE
------------------------------------
Issue impacts Production instance

STEPS
-----------------------
The issue can be reproduced at will with the following steps:
1. Login to Applications
2. Go to Service responsibility
3. Navigate to Customer Management >Contact Center
4.Search By Serial Number
Account details populated on header
5.go to Service Request tab
account details populated but not serial number
6.enter serial number, type ,group,description and then click on Note ,Related customers form is opening
7.choose the correct account ,able to save Service Request
If user does not choose related customer and save getting error "FRM-40212:Invalid value for field INCIDENT_PARTY"



Changes

 

Cause

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In this Document
Symptoms
Changes
Cause
Solution
References


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