Service: Charge Line Qty Changes To 1 When Service Activity Code Is Changed

(Doc ID 337637.1)

Last updated on NOVEMBER 14, 2017

Applies to:

Oracle Teleservice - Version 11.5.9 to 12.2.5 [Release 11.5 to 12.2]
Oracle Customer Support - Version 11.5.9 and later
Information in this document applies to any platform.
FORM:CSXSRISR.FMB - Create Service Requests
TAB:CSXCHTAB.FMB - Charges Tab


Goal

Question 1:

Repair estimates have been entered on a repair order and they have interfaced to the SR as charges.
In SR Charges, the Service Activity Code (SAC) for the record can be changed..
When the SAC is updated the quantity (that was higher before the SAC change) is getting updated to 1.
The SAC is of type 'Order'.
Why is the Quantity changed to 1 when Service Activity Code is changed?

Question 2: 

A new charge line of type ORDER is not getting entered in the above scenario, only the SAC is being changed. So, why is the quantity still defaulted to 1 even in this case?

Question 3:

In addition to non IB trackable serialized items, if there are also IB trackable serialized items also in the charge lines, will this make any difference?

Solution

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