TeleService: Price Lists in the SR Form - Charges Tab are not Displayed for New Charges (Doc ID 1920488.1)

Last updated on NOVEMBER 11, 2015

Applies to:

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

Symptoms

When navigating to the Service Request form Charges tab, and adding a new Charge for the first time, it is not possible to view the available  Price Lists when using a partial name in the Price List field (in Pricing Rules Tab).

The Price Lists not appearing are NOT flagged as 'Global'.

Expected Behavior:

The Price Lists defined for a specific Operating Unit (e.g. OU123) should always appear in the LOV - even when the 'Global' flag is NOT checked.

What is Working:

 - Price Lists defined with or without OU, but with the 'Global' flag checked always appear in the LOV - no problem.
 - After saving the SR, and querying the SR again, the desired Price List appears in the LOV - even when the 'Global' flag remains unchecked.

Steps:

(R) Service
(N) Service Requests > Create Service Request
 
  - Enter Organization, Customer, Item, etc. for the SR

  Charges Tab:
  - OU = OU123
  - Enter Business Process, Service Activity, Item, etc.

  Pricing Rules Tab:
   - Price List field: enter "PL%TES%" and hit the key.
   => Rows retrieved, but none of them matches the search criteria.
   - Cancel.

Workaround:

Close the Service Request Form and re-query the SR.
 - Go to Charges tab > Pricing Rules sub-tab and introduce a text with the same partial name of the Price List
 => This time the LOV shows multiple values, for example:
       PL TEST 1  (Currency Code = CAN)
       PL TEST 2  (Rows with Currency Code = USD)

After selecting a Price List, user is allowed to save the SR without problems.

Cause

Sign In with your My Oracle Support account

Don't have a My Oracle Support account? Click to get started

My Oracle Support provides customers with access to over a
Million Knowledge Articles and hundreds of Community platforms