My Oracle Support Banner

Service Request: Charge Lines entered manually and others from Debrief are not going to the Same Sales Order (Doc ID 1053938.1)

Last updated on DECEMBER 09, 2020

Applies to:

Oracle Teleservice - Version 11.5.9 and later
Information in this document applies to any platform.

Symptoms

Charge Lines entered manually and Charge lines from Debrief are not going to same Sales Order.

Note:
- All Service Activity Codes are attached to the Same Order Type, Organization
- All SAC codes belong to the same OU
- Price list is same for all
- Bill to and ship to is same for all
- Operating Unit in charge lines are the same

New lines are not getting added to the already created line which is in 'Booked' status.
New lines can come from : Debrief, directly on Charges or from Depot Repair.

Note:
Profile Option 'Service: Charges Book Order Automatically' will create lines in 'Booked' status if set to 'Yes'.

EXPECTED BEHAVIOR
-----------------
Lines should be included in a single Sales Order.

STEPS
-----
1. Create a service request
2. Create a Material line in Debrief
3. Click Submit and a sales order is created
4. Create a Field Service Task and assign it to a technician
5. Book the sales order
6. Technician Debrief some lines
7. Go to Charges
8. These debrief lines should be available in Charges
9. Submit
10. The new lines create a new sales order

Changes

 

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
Changes
Cause
Solution
References


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