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Service Request Cannot Be Closed Because Charge Lines Are Not Submitted (Doc ID 2425554.1)

Last updated on JULY 03, 2019

Applies to:

Oracle Teleservice - Version 12.1.3 and later
Information in this document applies to any platform.

Symptoms

Service Request cannot be closed because Charges lines are not submitted.
There are two charge lines which are in 'New' status.

Steps:

(R) Service
(N) Service Requests > Create Service Request

- Query SR

  Status = Open
  Charges tab => 5 lines
  2 lines Submitted
  1 line Failed
  2 lines New

- Update the SR Header Status = ‘Closed’ and save.

=> Message:
  "The service request cannot be closed because it contains charge lines that have not been submitted.
  Please submit or delete the open charge lines before closing the service request."

- Try to submit the Charge Lines which are still NEW

=> Get an error message.

Errors:

Error messages from Order Management

You are not allowed to update Order Header because:
Order has been closed.

Changes

 

Cause

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In this Document
Symptoms
Changes
Cause
Solution


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