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TeleService: Charges Applied To Incorrect (Booked) OM Order After Applying Consolidated Service 2019 Patch (Doc ID 2622092.1)

Last updated on JULY 21, 2020

Applies to:

Oracle Teleservice - Version 12.2.6 to 12.2.8 [Release 12.2]
Information in this document applies to any platform.

Symptoms

Charges are applied to the incorrect Order Management order after applying one of the latest Service Roll Up Patch (i.e. 30053789:R12.CS.C - 12.2.6-12.2.8 :BUG FIXES FOR CS:JUN'19).

After that charges are being added to an Order where previously they would have been created a new order.

Expected Behavior:

The system should not add lines to already 'Booked' orders.
Prior to the application of the Roll Up Patch this would have created a *new* order.

Steps:

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

 - Create a Service Request
 - Navigate to the Charges tab and add Charges to the SR
 - Submit those charges creating Order # 123.
 - Order 123 is booked but has not yet shipped.
 - The user determines that an additional charge is needed, so the add it to the existing SR. They do not request that the Charge be added to the existing Order (# 123).
 - Submit Charges

 => The Charge is submitted and it is added to Order 123.

 

Cause

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In this Document
Symptoms
Cause
Solution
References


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