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Unable To Add To Order Number Via SR Charges Tab On A Booked Order (Doc ID 1473241.1)

Last updated on MARCH 08, 2017

Applies to:

Oracle Teleservice - Version 12.1.2 to 12.1.3 [Release 12.1]
Information in this document applies to any platform.


On : Charges UI, APIs, and schema

When attempting to Add to Order Number via SR Charges Tab on a booked order Where SR is issued against an Account who does not have Bill To Purpose Site but rather it's Bill To is via an Account Relationship.
the following error occurs.

FRM -40212:Invalid value for field C_ORDER_NUMBER
Line Created Separate order and will invoice separately

Ability to add additional lines to charges be able to have those lines add to the same order through out the SR life no matter if the account has a bill to purpose or is RELATED to an account with a bill to purpose

The issue can be reproduced at will with the following steps:
1.Contact Center>Create SR via Instance Tab
2.Details>Add Charges>Relate SO to SR
3.Book SO
4.Add additional items to Charges
5.Unable to Add on to Order Number under Order Details.

SR is issued against an Account who does not have Bill To Purpose Site but rather it's Bill To is via an Account Relationship.

Go to Charges add a line against the appropriate Bill To, no issue.
Submit Charges creates sales order, no issue.
Book Order, no issue.
External Tech calls and advises to order additional parts to replace existing.
Add additional parts on the SR charges. Try to enter the SO number in Order Details Tab under "Add to Order Number", receive an error. Unable to relate. When submit a different order creates therefore 2 invoices for 1 call.

However if the Account used to create an SR does have Bill To Purpose than you can add to order number.

The system needs to not only recognize the bill to account relationship but also allow you to add additional lines to the order via the charges tab as this affects reporting and warranty checks for users. We need 1 invoice reflecting the charges for a service call as customers in most cases only want 1 invoice but also issue on 1 PO for the call.


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