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Account is Not Updated When Changing The 'Ship To' Address In Repair Order (Doc ID 1070032.1)

Last updated on SEPTEMBER 02, 2020

Applies to:

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


Addresses are automatically being created for a customer when they should not be because the account is not being updated when changing the 'Ship To' address.

The user can create a SR through the Service Request screen with 'Bill To'/'Ship To' accounts specified, and then create a Repair Order with default product transaction lines in Depot. If the user then changes the  'Bill To'/'Ship To' of another party, then submission of the line errors out with the following error:

System can't find valid account for specified Bill-to/Ship-to address <address>

The above error happens when profile option 'Service: Action For Missing Account/Account Site in Charges' has been set to 'Abort Submission of Charges'

If the user changes the  'Bill To'/'Ship To' in Depot Repair, it is expected that the account is set to null and submission of the line should not error out.

1. In this issue there are 3 customers. CustA, CustB and CustC. each has one address. AddrA, AddrB and AddrC.

2. CustA is the bill to address for both CustB and CustC -- so a relationship is defined for 'CustA and CustB' and 'CustA and CustC'.
(no direct relationship is created between B and C )

3. CustA logs a service request
'Bill To' custA ( AddrA) 'Ship To' CustB ( AddrB).

4. Create a Repair order (e.g. repair and return)

5. The return and ship logistics line default to:
Bill To CustA, Ship To CustB.

6. Manually change the Ship line, Ship To address to AddrC

7. Book the order.

***  Profile option  'Service: Action For Missing Account/Account Site in Charges' should be set to   'Abort Submission of Charges'

error occurs.

'System can't find valid account for specified Bill-to/Ship-to address AddrC




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