Service Contract Entitlements Are Not Getting Applied To Charges When Labor Item Is Not Populated (Doc ID 1914484.1)

Last updated on MARCH 08, 2017

Applies to:

Oracle Teleservice - Version 12.1.3 and later
Information in this document applies to any platform.

Symptoms

On 12.1.3 -

The Charges, Pricing tab does not show the Contract Discount Amount and the Pricing Rules tab does not show the Coverage when the Item is not entered in the Debrief, Labor tab.

Steps:

The issue can be reproduced at will with the following steps:
In the SR form charges, complete Debrief without populating Labor Item information.
The Charges, Pricing tab does not show the Contract Discount amount and the Pricing Rules tab does not show the Coverage when the Item is not entered in the Debrief, Labor tab.

Once the Item is entered all values are populated correctly.

Cause

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