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TeleService: Credit Card Information On Service Request Does Not Flow To Charges After Debriefing (Doc ID 2111174.1)

Last updated on FEBRUARY 03, 2019

Applies to:

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

Symptoms

Credit Card Information on SR Does Not Flow to Charges After Debriefing.
After adding some patching to the environment, SRs where accounts are using credit cards is not flowing to the Charges Bill To tab after debriefing.

Steps:

Contact Center > Service Request Tab => Create SR SR # 2683313

Same Contact and Credit Card:
SR > Contacts / Addresses tab:

Schedule Tech Visit and Debrief Task with 1 Hr. Labor

SR Charges tab > Action subtab: the information is populated as expected.
SR Charges tab > Bill To subtab: the Bill To information is populated, but the Card Information is NULL.

What has Changed:

Applied the following patches:

. Patch 17331300:R12.CSC.B - 12.1.3:CSC:SEPTEMBER 2013 CONSOLIDATION PATCH
. Patch 17879996:R12.CSF.B -  Oracle Field Service Debrief, Portal, Wireless Recommended Patch Collection (Dec. 2013)
. Patch 17997823:R12.CS.B - 12.1.3:BUG FIXES FOR CS:FEB'14 RUP PATCH
               File version is CSSRISR.pll  120.280.12010000.230

Plus, OM Cum Patch Jan 2014 and a few Spares Management patches.

What is Working:

It is working fine where the patch is NOT applied and file is still CSSRISR.pll version 120.280.12010000.214.

Cause

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In this Document
Symptoms
Cause
Solution
References


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