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Cannot Query a Sales Order Created From Service Request Charges When Using Related Party / Account (Doc ID 1574527.1)

Last updated on DECEMBER 12, 2023

Applies to:

Oracle Teleservice - Version to [Release 11.5]
Information in this document applies to any platform.


On : version,

In the Service Request Contact/Addresses tab, when you use a related party for Bill To/Ship To you do not select any account, the account field remains empty.
Because the account field is empty in the Contact/Addresses tab, when the data is auto-populated in the Charges tab, the Bill To/Ship To Account gets populated with the account number that defaults from the Service Request header instead of using an account that belongs to the related party used for Bill To/Ship To.
When that happens and the sales order is created, the order cannot be queried in the Order Organizer form

Expect the order to be found in Order Management

The issue can be reproduced at will with the following steps:
1. Create an SR with Party A and Account A1
2. In Contact Addresses tab, for Bill To and Ship to change the party to related party B. Note that the Account field is cleared and not autopopulated with any value.
3. Create a Charges line. Note that in Charges line, for Bill To and Ship To, the party is Party B (which is Ok) but the Account defaults to the account from the header A1 that doesn't belong to party B
4. Submit the charges line.
5. Sales order gets created
6. Query sales order in Sales Order form and the sales order is not retrieved.




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