Creation Of Service Request Using Incorrect Address (Doc ID 2891205.1)

Last updated on AUGUST 22, 2022

Applies to:

Symptoms

ACTUAL BEHAVIOR
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While using Contact Center and querying a Serial number, the customer address is populated CUSTOMER_HEADER_BLK.
After clicking on Service Request tab and choosing a Service Request, the address shown in the INCIDENT_TRACKING is different from the header block.

EXPECTED BEHAVIOR
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Expect the Service Request Tab to show same address in INCIDENT_TRACKING as that of customer address is populated CUSTOMER_HEADER_BLK.

STEPS
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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 for Serial Number L12XXXXXN, click on Service request tab


 

Cause

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