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Service Charges: Error "Order is not eligible for booking" (Doc ID 1324727.1)

Last updated on FEBRUARY 06, 2022

Applies to:

Oracle Teleservice - Version 11.5.10.2 to 12.1.3 [Release 11.5 to 12.1]
Information in this document applies to any platform.
CSXCHTAB.fmb
csxvchob.pls


Symptoms

Need to create Ship and RMA lines for a different branch.
For instance: Handle shipments/returns from a Canadian Operating Unit through the US Operating Unit.

But users are unable to automatically generate a Sales Order in 'Booked' status from the Service Request when the Operating Unit is updated manually on the Charge line.

Steps to Reproduce

(R) Customer Support
(N) Service Requests > Create SR
     - Save
     - Go to Charges tab
     - Update the Operating Unit and fill in fields
     - Click the Submit button and get the error.

Profile Options

[1] Service: charges book order automatically (Resp level):

     If the profile is set to 'Yes', the error message is displayed and there is no order created - just the message.
     If the profile is set to 'No', a Sales Order is created with 'Entered' status (not 'Booked') that can be booked by just clicking the book icon in OM.

[2] Service : Allow Charge Operating Unit update.

     This profile is not directly related to this issue.

[3] MO: Default Operating Unit

     This profile is not directly related to this issue.

Errors

[1] Original error is:
     "Order is not eligible for booking. Check workflow status for this order."

[2] Changed setups in HHRR (Human Resources) and got a different error instead:

     "This error was raised in the CS_Charge_Create_Order_PVT.Submit_Order.
     The MO:Operating Unit of the new context in the HRMS Organization Extra Information Type does not match the Operating Unit of the Charge Line."

Change performed:

(R) HHRR (Human Resources Responsibility).
(N) Queried Organization = US_OU.
In the Organization Classification window, the Additional Organization Information for 'User Context Variables' showed the following values:
  . SERVICE_CHARGES||AMER - Customer Support|Support...
  . FIELD_SERVICE||AMER - Order Management Super User|Order...

(N) Queried the Canada Organization (CAN_OU) instead
Added the following:
  . SERVICE_CHARGES||AMER - Order Management Super User|Support...

Now, the error will be the same reported initially:
"Order is not eligible for booking. Check workflow status for this order.'


* Note:
For a similar situation involving the execution of "Charges AutoSubmission Concurrent Program", please review <Doc ID 746033.1>.

Changes

 

Cause

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In this Document
Symptoms
Changes
Cause
Solution
References


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