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Service Request / Contact Center: Customer Name Not Coming Up In LOV (Doc ID 555257.1)

Last updated on JULY 14, 2020

Applies to:

Oracle Teleservice - Version 11.5.9 to 12.2 [Release 11.5 to 12.2]
Oracle Customer Care - Version 11.5.9 to 12.2 [Release 11.5 to 12.2]
Information in this document applies to any platform.


A customer was created in the past in the Account Receivables - Customer Standard form.
That Customer is still Active in Receivables.

However, in CRM - Customer Support, users are unable to get the customer in the LOV while creating the
Service Request.
The Customer cannot found in Contact Center either.

- It happens only with one or few Customers.
- There is no Party Merge done for this Customer.
- There are Service Requests created for that Party.

-- Steps To Reproduce:
(R) Customer Support
(N) Create Service Request or Contact Center
- Click on Name of the Customer
- Customer is not showing up


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