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Duplicate Service Order Line Numbers In A Sales Order (Doc ID 551230.1)

Last updated on JULY 07, 2021

Applies to:

Oracle Order Management - Version 11.5.9 to 11.5.9 [Release 11.5]
Information in this document applies to any platform.
This problem can occur on any platform.


-- Problem Statement:
On 11.5.9
Find user can enter and then change service sale order lines such that
two service sales order lines will end up with the same sales order
line number 1.1..1 .

This does not occur when entering the service line and referencing the different
sales order before saving the line.

Expect to never see a duplicate sales order line number on the same order.

Ideally, when modifying a service line on a sales order from referencing to current sales
order and then changing reference to a different sales order, the line numbering will be unique,
such as changing from 1.1..1 to 2.1 or any other unique combination.

-- Steps To Reproduce:
The issue can be reproduced at will with the following steps:
1. Enter a Sales Order line 1.1.
2. Enter a Service Line 2.1 referencing this Sales Order line 1.1.
Upon saving, the line number of the Service Line changes to 1.1..1.
This is expected behavior.
3. Enter another service line 3.1 referencing  the same sales order line 1.1.
Upon saving, the line number of this line 3.1, changes to 1.1..2.
Now you have the product line 1.1, 1st service line 1.1..1, 2and service line 1.1..2.
This is okay.

4. Change the reference of service line 1.1..2 to reference another
product order line of a different sales Order. ie. different sales order number and line.
Upon saving, the service line 1.1..2, resets itself to 1.1..1.
This is NOT expected behavior.

See 1.1 product order line
1.1..1 service line 1 (pointing to this order line 1.1)
1.1..1 service line 2 (pointing to product line of different sales order)

-- Business Impact:
The issue has the following business impact:
Due to this issue, when there are multiple service lines on a sales order referencing the current
sales order, users cannot cannot modify one of the service lines to have a reference field of a
different sales order and have all line numbers appear as expected.

Business is using custom reports that looks for uniqueness of the
line_number||option_number||service_number and the report is erring out with unique violation
(because of duplicate service number as described above).


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