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Service HTML: Bill-To Address Entered In Charges HTML Is Showing Incorrect In Sales Order Form (Doc ID 2315965.1)

Last updated on MARCH 15, 2019

Applies to:

Oracle Customer Support - Version 12.2.5 and later
Information in this document applies to any platform.

Symptoms

ACTUAL BEHAVIOR
---------------
After choosing different Bill-to Customer in Charges HTML and submitting Charges Sales Order is created with wrong Bill to customer.
It is not the one selected in Charges but same as Ship to Customer.

EXPECTED BEHAVIOR
-----------------------
Charges HTML should work in the same was as it works in Forms where Sales Order gets created with correct Bill to customer which is selected in the charges tab


STEPS
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The issue can be reproduced at will with the following steps:

1. Customer Support Specialist: Agent Dashboard: Agent Tools: Create Service Request.
2. Create new SR
3. View charges page
4. Add new line and change the bill-to customer to a new customer
5. Submit charges, this results in a new sales order
   Observe that in the Sales Order generated in Orders form from Order Management responsibility shows the wrong Bill-To Customer, not the one selected in Charges HTML UI.
   It is the same as ship-to customer.

Changes

 

Cause

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In this Document
Symptoms
Changes
Cause
Solution
References


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