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Service HTML: Estimate Charge Lines Quantity Changes To 1 Or Old Value (Doc ID 2412038.1)

Last updated on FEBRUARY 06, 2022

Applies to:

Oracle Customer Support - Version 12.2.6 to 12.2.6 [Release 12.2]
Information in this document applies to any platform.


Quantity is not getting saved correctly.
Estimate Charge Lines Quantity Changes to 1 after clicking on Task Type DFF value.

Expected Behavior:

The Quantity should remain with the original value.


(R) Customer Support Specialist
(N) Agent Dashboard

- Select a Service Request
- Click on Actions > Charges and Service Logistics

Estimate Charge Lines:
  - Enter Service Activity
  - Enter Item
  - Enter Quantity (i.e. 99)
  - Enter Task Type

Upon entering an estimate line, click on [+] "Add New Estimate" icon to create a new line.
Select a Charge line and expand

If there are Descriptive Flexfields (DFF) enabled on the Estimate Charge Lines, the issue may occur after clicking on the Task Type DFF value.

If the Task Type DFF is updated after entering the Quantity, The Agent Dashboard HTML form removes the entered quantity and overrides it from (99) to 1.

When a new charge is created with a quantity greater than one (1) and the charge line is expanded after the initial save and then collapsed, the quantity reverts back to one (1).


Business Impact:

This odd behavior caused confusion with the users entering Estimate Charge lines.
Potentially, users could have sent wrong quantities to customer or at the incorrect price.




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