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.

Symptoms

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

Changes

 

Cause

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