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Related Customers Additional Form Gets Opened While Creating Service Request Resulting In Error " FRM-40212:Invalid value for field INCIDENT_PARTY" (Doc ID 2914644.1)

Last updated on DECEMBER 13, 2022

Applies to:

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


On : 12.2.9 version, Service Request Tab

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

FRM-40212:Invalid value for field INCIDENT_PARTY

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

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 we do not choose related customer and save getting FRM-40212:Invalid value for field INCIDENT_PARTY


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