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Agent Dashboard Not Honoring Service Activity Setups (Doc ID 2370940.1)

Last updated on JULY 21, 2020

Applies to:

Oracle Customer Support - Version 12.2.6 and later
Information in this document applies to any platform.


In 12.2.6, Agent Dashboard does not honor Service Activity Code (SAC) setup (where Zero Charge is flagged).
The Charge lines may show Net Price = -1.00 (whereas it should show Zero amount) and users are able to submit Charges even when it should not be possible according to the Service Activity setup.

What Works:

In Service Request form Charges lines can be submitted or not based on the SAC setup.
When trying to submit from the SR form, users may get the following message:
      "There are no charges eligible for submission to Oracle Order Management for this service request."
Also Net Price shows as 0.00 when Zero Charge flag is checked.

Steps To Reproduce
Responsibility : Customer Support Specialist
Navigate: Agent Dashboard > Create Service Request
 - Select Serial Number <XXXXX>
 - Click Go
 - Enter required fields: Request Type, Business Process, Status = Open, Problem Type
 - Click Apply. Get SR#
 - Select 'Actions > Charges and Service Logistics'
 - Add a new Charge line and enter required fields (Business Process, Service Activity, Item, Return Reason)
 - Click Submit Charges




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