Turn Off TCA Relationship Between Service Request and Install Base Instance

With this release, Oracle TeleService simplifies service request management by providing the ability to turn off the Trading Community Architecture relationship check between the service request party and the current location owner of an install base instance. This addresses a broader industry need for adaptable service management systems that can accommodate diverse business rules and structures. Use cases include environments where install base ownership and service request ownership do not need to align, and implementation considerations involve assessing whether disabling this relationship check aligns with your organization's data integrity and process requirements.
Prior to this release, Oracle TeleService enforced a relationship check between the service request owner and the install base instance's current location owner, which could restrict certain workflows or require additional configuration to bypass. 
This change increases operational flexibility and reduces complexity in managing service requests, especially in scenarios where such relationships are not relevant.

This enhancement provides flexibility to align service request processes with install base capabilities, allowing organizations to manage service requests without the constraint of mandatory relationship validations.
Feature Description
In this example, you create a service request for a customer, for example Pontiac (Account 1009). Enter an instance number, for example 100001, that does not belong to the customer. This instance 100001 belongs to a different customer and there is no TCA relationship between these two customers.

Creating a Service Request

The following screenshot shows the successful creation of the service request for a customer with an instance that belongs to another customer.

Service Request Created Using Another Customer's Instance 

Steps to enable and configure

You don't need to do anything to enable this feature. 

Tips and considerations

Not Applicable

Key resources

Transfer of Information

R12.2.13 TOI: Implement and Use TeleService