Issue with the Calcuate Price Flag with RMA (Return Orders) Created through the Oracle Service Module (CRM module). (Doc ID 1273647.1)

Last updated on SEPTEMBER 23, 2021

Applies to:

Symptoms

Customer creates a Service Request from Oracle Service Module (CRM module). Original list price = $1. They override price = $100 and submit the Service Request. This creates a Sales Order in Order Management (e.g. SO# 001, with unit price = $100). At Pricing tabbed --> Calculate Price Flag is shown as 'Freeze Price'. They book this SO.

They then create a Return again from Oracle Service Module (CRM module) and submit the Service Request. An RMA gets created with price = $1 in Order Management. They go to Returns tabbed --> enter reference SO--> SO# 001 and tab out

In the Pricing tabbed they see unit price = $1 and also find that the Calculate Price Flag = 'Calculate Price'

Their expectation is :

a. The Price of the RMA should be $100 after they reference the sales order in the Returns tab
b. Calculate Price should remain Freeze Price as this was the calculate price value of the referenced sales order

Cause

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