Coverage Field On Service Request Form Is Populating With The Coverage For Cancelled Contracts (Doc ID 2169872.1)

Last updated on AUGUST 16, 2016

Applies to:

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

Symptoms

On : 12.1.3 version, Service Request Form

ACTUAL BEHAVIOR
---------------
The coverage information is defaulted in the SR header even when the 'Not Entitled' contract is populated (by clicking on Get Contracts button) under the subject tab.


EXPECTED BEHAVIOR
-----------------------
The coverage information should not defaulted in the SR header when the 'Not Entitled' contract is populated (by clicking on Get Contracts button) under the subject tab.


STEPS
-----------------------
The issue can be reproduced at will with the following steps:
1. Navigate to Service (R) -> Service Requests -> Create Service Request.
2. Query the request number which having customer with single contract with Cancelled status.
3. Under Subject tab, clicked on 'Get Contracts' button when the 'All contracts' check box is checked.
4. Check the Coverage field in the SR header.


Changes

 

Cause

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