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Contract Coverage Flat Billing Rates Are Not Working Correctly In Service Request Charges (Doc ID 2803230.1)

Last updated on SEPTEMBER 07, 2021

Applies to:

Oracle Teleservice - Version 12.2.9 and later
Information in this document applies to any platform.

Symptoms

On : 12.2.9 version, Debrief / Field Service Report

ACTUAL BEHAVIOR
---------------
Having created a Service Contract with coverages that have specific Labor items and flat rates for specific time duration, when debriefing a Service Request (SR) for that contract, the Labor item defaults to the charges as expected, however the pricing columns don't have correct values:

Override Unit Price - NULL
Extended Price - NULL
Contract Discount Price - 0.00
Net Price - 0.00


STEPS
-----------------------
The issue can be reproduced at will with the following steps:

Responsibility: Customer Support

Navigation: Service Requests/Create Service Requests


1. Create SR with contract applied.
2. Create task, assign it and enter debrief lines that should fall under the billing rates in the contract.
3. Submit debrief.
4. Charges were created as per contract, but :
Override Unit Price - NULL
Extended Price - NULL
Contract Discount Price - 0.00
Net Price - 0.00


Changes

 

Cause

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In this Document
Symptoms
Changes
Cause
Solution
References


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