When There Is A Hold Source On The Customer The Orders From Service Charges Are Note Created Instead Of Being Created In Entered Status (Doc ID 2091344.1)

Last updated on FEBRUARY 20, 2019

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.

Cause

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