When Creating A Service Order The Ship Line Does Not Get Booked If The Customer Has A Credit Hold (Doc ID 2574852.1)

Last updated on FEBRUARY 06, 2022

Applies to:

Symptoms

On : 12.2.8

ACTUAL BEHAVIOR
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When creating a service order from Depot Repair.   The Return line is created and booked.   However the Ship line is created but remains in an Entered status..    The sales order line does not get created for the Ship line. This only happens if the customer has a 'credit hold'.   

The following error message is seen when trying to book the ship line from the Service order form > Logistics tab.

Error message from order management
"Could not schedule. line on hold.."

EXPECTED BEHAVIOR
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The expectation is that the ship line on the logistics tab will get booked automatically and a sales order line will be created..

STEPS
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The issue can be reproduced at will with the following steps:
1. Create a service request and a service order for a customer that has a credit hold on the account.
2. The return logistics line is created and booked.
3. The ship logistics line is created with an 'Entered' status.
4. Attempt to book the ship line.  
5. Error occurs.
Error message from order management
"Could not schedule. line on hold.."

Cause

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