When does the ask_confirm URL retain either the ref_no or the i_id of a newly created incident in Customer Portal?

Environment

All releases

Resolution

Whenever a user is submitting an incident via the Ask a question page in Customer Portal, the ask_confirm URL will retain either the ref_no or the i_id of the newly created incident, depending upon if the customer is logged in at the time they submit their question.

If a user is not logged in when submitting an incident, the ask_confirm URL retains the ref_no of the newly submitted incident.

If the user logs in prior to submitting the incident, the URL will then retain the incident i_id.

For additional information regarding requiring users to login or not prior to submitting an incident, refer to the 'Requiring login on all pages' section in online documentation for the version your site is currently running.  To access Oracle Service Cloud manuals and documentation online, refer to the Documentation for Oracle Service Cloud Products.