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EEBP 9.2: Customer Hierarchy Graph Displays Corporate Customer In Wrong Level, Without Account Balance Rollup Line, And 0 Account Balances On All Customers If Their Set IDs Differ From The Contact Set ID (Doc ID 2518760.1)

Last updated on DECEMBER 26, 2019

Applies to:

PeopleSoft Enterprise SCM eBill Payment - Version 9.2 to 9.2 [Release 9]
Information in this document applies to any platform.



The Customer Hierarchy graph in eBill Payment is displaying the customer information incorrectly if the Contact ID is defined under a Set ID value different than that of all the Customer IDs linked to this User. Three major problems have been detected in the graphic:

    1) The customer hierarchy is not being properly displayed according to the organizational structure: Corporate Customers are not being shown in their own level, but along the same level of all the other Customers that report to it.
    2) The Account Balance for all customers whose Set ID differs from that of the Contact show a value of 0.00, while there are proper Invoices/Items posted against their accounts
    3) The Corporate Customer does not have the Account Balance Rollup line accumulating the Account Balances of itself, and the Customers reporting to it


    1.- Define new Customer IDs under Set ID US002, and have them report to a Corporate Customer also under Set ID US002
    2.- Create a new Contact under Set ID US006, and define all these Customers
    3.- Create a new PeopleTools User ID EB5, and link it to the Contact ID previously set up
    4.- Create a new Pending Item Group under Business Unit US002, and add new Invoices, one for each of the Customers defined
    5.- Launch AR Update to post the new Pending Item Group
    6.- Log into the CUSTOMER Portal as User ID EB5
    7.- Go to the Customer Hierarchy menu navigation, and choose the Corporate Customer ID value
    8.- The Customer Hierarchy graph displays Customer information incorrectly

To gather more information concerning this scenario and its related problem, refer to the available Replication Steps Word Document here linked containing the complete configuration and the replication steps necessary to reproduce the issue.


The Customer Hierarchy graph is not properly displaying the correct organization structure among customers, Accounts Balances are zero, and the Corporate Customers are not displaying the Account Balance Rollup information. This renders the whole graph useless to Users.


Corporate Customers should be displayed on their respective level, on top of those Customers that are reporting to it, and contain a line for the Account Balance Rollup, with the proper amount calculations. All Customers should have proper Account Balance amounts calculated as well.

NOTE: In the  attached document, user details / company name / address / email / telephone number represent a fictitious sample (based upon made up data used in the Oracle Demo Vision instance).  Any similarity to actual persons, living or dead, is purely coincidental and not intended in any manner.




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