Agent Dashboard Not Honoring Service Activity Setups

(Doc ID 2370940.1)

Last updated on MARCH 08, 2018

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 setup(where Zero Charge is flagged) , charge lines Net Price = -1.00(whereas it should show Zero amount) and able to submit charges when it should not due to service activity setup.

What Works
In forms Service request does not allow charges lines to submit per service activity setup. When try to submit from form side error: There are no charges eligible for submission to Oracle Order Management for this service request. Also Net Price show as 0.00 and Zero Charge flag is checked

Steps To Reproduce
Responsibility : Customer Support Specialist
  Navigate > Customer Support > Agent Dashboard > Create Service Request select serial# XXXXX click Go > enter required fields, request type= Customer Complaint, business process= Third Party Direct Repair-DOM, status = Open, problem type = ZERO REQUIRED > click Apply SR# XXXXX

in Actions select 'Charges and Service Logistics' > click Add new charge line icon > Business Process = Repair & Return-DOM , Service Activity = Return for Repair , Item = C-STAT5, Return Reason = Defective Parts

Price List = Service Animal Health Pricing 2017
Currency: USD
List Price: 1.00
Override Unit Price 1.00
Extended Price -1.00
Net Price -1.00

Zero Charge flag is unchecked

Click Submit Charges no errors notice the Net Price = 1.00 whereas it should be Zero




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