When A Customer Hold Source Exists, Service Charges Orders Are Not Created (Doc ID 2091344.1)

Last updated on JULY 21, 2020

Applies to:

Symptoms

On : 12.1.3 version, Service automation

When attempting to book a sales order from Charges for a customer that has a hold, the following errors occur and the order is not getting created:

ERROR
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Error message from Order Management
Hold applied against order based on Customer
A hold prevents booking of this order

Expected behavior:
Order should be created in "ENTERED" status with HOLD APPLIED message

STEPS
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The issue can be reproduced at will with the following steps:
1. Create a Hold in Order Management for a customer
2. Set profile option

Test Case#1:
- Profile option "Service: Charges Book Order Automatically" is set to ‘Y’
- In Charges create and submit Charge line for the account that has the hold in Order Management
- Receive the following error messages:
Error message from Order Management
Hold applied against order based on Customer
A hold prevents booking of this order

No orders are created for the failed Service Request charge line
Expected Behavior: Order should be created in ‘ENTERED’ status with HOLD APPLIED message

Test Case#2:
- Profile option "Service: Charges Book Order Automatically" is set to 'N'
- In Charges create and submit Charge line for the account that has a hold in Order Management
- Order is created in Entered status which is correct.

Changes

Cause

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