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Unable to View Install Base Current Location of a Related Organization In Service Request (Doc ID 312856.1)

Last updated on MAY 19, 2020

Applies to:

Oracle Teleservice - Version 11.5.8 to 12.2 [Release 11.5 to 12.2]
Information in this document applies to any platform.

Symptoms

Instance Current Location address is not displayed in the Create Service Request form.

Expecting to see in Service Request > Addresses tab > the Install Base Item current location (displayed in Installed At address a SR) when the following conditions are met:
a) The current location in IB is of location type 'HZ_PARTY_SITES'
b) The current location is associated to the SR customer or party related to the SR customer
Although those conditions are met, cannot to see the Current Location in SR form.

Defined a customer (A) in customers in Receivables, Customer Standard form. In Relationship tab have included other parties, e.g. a related organization (B).
When shipping a sales order, using the main customer (A) as the Owner and the Ship To address
of the party defined in the relationships tab (B).
After shipping the item - can see the item in Install Base fine.
Installed at address is shown correctly with the party details of (B). Owner is (A). Bill To address and Ship To address is (A).

However, when creating a service request in Create Service Request form for the item, the Bill To and Ship To addresses are shown correctly, but Installed At address is empty.

Changes

 

Cause

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