Depot Repair Does Not Pass Contact Person From Service Request to RMA/Order (Doc ID 1070393.1)

Last updated on JULY 14, 2020

Applies to:

Symptoms

In Oracle Depot Repair, the 'bill to' contact and 'ship to' contact are not passed to the RMA order created. The 'bill to' and 'ship to' contact information is captured at the SR level. When the RMA is viewed in OM the 'bill to' and 'ship to' information is not available.

This happens even with profile option 'CSD: Default Logistics Addresses to Primary Customer Account Sites' set to 'No'.

Steps to reproduce:
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1. Create SR  in the SR form with a contact. In the Addresses tab, enter a different contact as 'Bill To' contact and also a different contact as 'Ship To' contact.
2. In the Repair Order form, query this SR, and create a repair order.  Then submit the RMA.
3. Query the RMA and notice the 'Bill To' / 'Ship To' contacts on the addresses tab for the lines are NOT populated.
4. Query the SR and go to the Charges tab.  Note that the 'Bill To' / 'Ship To' information is blank.
5. Enter a Charge line manually.  Notice that the 'Bill To' information (including contact) is defaulted correctly from the SR.
6. Submit the order for the manual Charge line. Query the order and see that the 'Bill To' and 'Ship To' contact are correct - as defined in the SR.

Changes

Cause

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