Charges Item Number and Description are NULL if the Operating Unit is Not the Same as the Org_ID (Doc ID 2941117.1)

Last updated on SEPTEMBER 15, 2023

Applies to:

Symptoms

ACTUAL BEHAVIOR
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If the profile option 'Service: Default Operating Unit' is set to an operating unit that is different than the organization id, when users create a charge line in the Agent Dashboard, the inventory item number and description are not displayed on the service request.

STEPS
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Set the Profile option 'Service: Default Operating Unit' at the responsibility level to a value that is different than the organization id in the profile option Service: Inventory Validation Organization'.

1) (R) Customer Support Specialist
2) (N) Home > Agent Dashboard
3) Create a Service Request
4) Select Actions> Charges and Logistics from the drop down
5) Create a New Charge Line and Save
6) On the Charges And Service Logistics Page Item and Item Description are NULL


 

Changes

Cause

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