My Oracle Support Banner

Incident Address Not Populated in Create Service Request Header (Doc ID 388671.1)

Last updated on MAY 19, 2020

Applies to:

Oracle Teleservice - Version 11.5.10 to 11.5.10 [Release 11.5]
Information in this document applies to any platform.


Oracle Service - Version: 11.5.10 to 11.5.10
FORM:CSXSRISR.FMB - Create Service Requests


Symptoms

On 11.5.10
When navigate to Contact Center > Service Request > without creating an SR click on Details button > create the SR in the Create Service Request form > try to create a field service task in the Service Request
form Task tab, the following error occurs:

ERROR
You cannot use the address you have selected as the incident address for a field service task.
You must supply an incident address that has been created as a customer address.
Either select an existing address or create the customer address first.

STEPS
The issue can be reproduced at will with the following steps:
1. Go to Contact Center
2. Query a customer and go to the Service Request tab.
3. Without creating an SR, click on the Details button to open the Create Service Request form
4. in the Create Service Request form enter mandatory data and create the SR
5. go to the Task Tab
6. try to create a field service task and the mentioned error occurs.

If instead of going first to Contact Center you go directly to the Create Service Request form,
create the SR and then try to create the Task, there is no error.

Cause

To view full details, sign in with your My Oracle Support account.

Don't have a My Oracle Support account? Click to get started!


In this Document
Symptoms
Cause
Solution

My Oracle Support provides customers with access to over a million knowledge articles and a vibrant support community of peers and Oracle experts.