Service Item Stuck In Workflow Awaiting Fulfillment Will Not Progress To Receivables (Doc ID 1404023.1)

Last updated on MARCH 08, 2017

Applies to:

Oracle Order Management - Version 11.5.10.2 to 12.2 [Release 11.5.10 to 12.2]
Information in this document applies to any platform.
***checked for relevance 30-SEP-2014***

Symptoms

On : 11.5.10.2 thru 12.2 version, Transaction Fulfillment


When attempting to progress order line to close, the following error occurs.

ERROR
-----------------------
APP-ONT-251015: There are no eligible activities to be
completed. There is at least one deferred or externally
notified activity in this flow. Please see the workflow
monitor or status window for more information.


STEPS
-----------------------
The issue can be reproduced at will with the following steps:

-- Standard Process (Working Today) Enter Order, Configure Item, Save lines, Add Support Item, Link to Line, save, book, ship, all order lines close

-- New Process (Not Working) Enter Order, Configure Item, Configured Item includes Support Item, (when adding service item Get message: Not able to retrieve Display values for Service)
Link to Line, save book, ship, all order lines close EXCEPT support.
All items, customers, line types etc are identical except putting the support on configurator.

1. Responsibility: Order Management Super User
2. Navigate: Orders Workbench, Order Organizer > query the Sales order > go to the line in question > 1.1...2 AWAITING FULFILLMENT (all other lines are closed)
3. Select Actions > Progress Order > and the following error occurs:
APP-ONT-251015: There are no eligible activities to be
completed. There is at least one deferred or externally
notified activity in this flow. Please see the workflow
monitor or status window for more information.

BUSINESS IMPACT
-----------------------
The issue has the following business impact:
Due to this issue, users cannot close the included configured line.


Workaround is to save the model and then add the service -- this is what they are using right now. However, it would be a better process and less time to have ability to add the service the first time they configure the model without having to save, and then add and save again.

Cause

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