Orders Are Created In Entered Status When There Is No Hold At Header Or Line Level (Doc ID 2234393.1)

Last updated on FEBRUARY 16, 2017

Applies to:

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

Symptoms

Charge lines are submitted from the Service Request form. The orders are created in Entered Status.
From Teleservice module, it has been clarified that when the profile profile option "Service: Charges Book Order Automatically" is set to ‘Y’ and a Hold exists on the Customer, the orders created are in Entered Status. Agents will need to remove the hold and then book the order.

Cause

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