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EEBP 9.2: Several Issues Detected At eBill Payment Messages And Receivables Conversations When Customer Set ID Differs From Contact Set ID (Doc ID 2554054.1)

Last updated on OCTOBER 30, 2019

Applies to:

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

Symptoms

ISSUE:

A series of issues have been detected in eBill Payment module, as well as corresponding Accounts Receivable functionality, when using the Messages feature to send e-mails from a Contact in eBill Payment, into the Conversations pages in Receivables. This problem has been detected when the following settings are being met:

    - Business Unit equals Customer Set ID value
    - Contact Set ID value differs than that of the Customer's, and Business Unit one

The issues identified are the following ones:

  1) Once a Message/Email is sent from the eBill Payment Contact Us feature, the same is not recorded in the Recent Messages pagelet of the eBill Payment landing homepage
  2) Back in Accounts Receivable module, the Message cannot be reviewed in the Update Conversations component, it does not exist
  3) In the Collections Workbench pages, the message appears in the Conversations tab, but under a Business Unit value that does not correspond to that of the Customer ID being used
  4) When accessing the Message through the Account Overview page, View/Update Conversations link, in the References tab, no Invoice ID value is reflected, even though when creating the Message, an Item ID was entered
  5) When adding a new conversation to respond to this main message, the Contact ID lookup is using the incorrect Set ID value, and as such, no values are eligible

REPLICATION STEPS:

 

    1.- Log into the FSCM Online Application Employee Portal as a System Administrator User
    2.- At the TableSet Control level, ensure that for Set Control Value US004, the Record Groups FS_23, FS_24, and FS_54 are pointing to Set ID US004
    3.- Create a brand new Customer ID under Set ID US004
    4.- Create a new Contact under Set ID US006, and define it this Customer ID just raised
    5.- Create a new PeopleTools Profile User ID EB2, and link it to the new Contact ID under Set ID US006
    6.- Create a new Pending Item Group under AR Business Unit US004, and for the Customer ID in question. Balance the Group, and place it to Batch Standard
    7.- Launch AR Update on Business Unit US004, and with the 'Pending Items' option selected
    8.- Log into the FSCM Online Application Customer Portal as the Contact User
    9.- Go to the Contact Us page, enter a new message (Subject, Sub-Topic, Message). Select the Invoice ID just posted, and then click on SEND button
    10.- The system states that the Message has been sent successfully
    11.- ISSUE #1: Go to the eBill Payment landing homepage, and check the Recent Messages pagelet: It is empty.
    12.- Log into the FSCM Online Application Employee Portal as a System Administrator User
    13.- ISSUE #2: Navigate to the Update Conversations search page, and find that by entering the logical criteria, no Message has been found
    14.- Navigate to the Collections Workbench page, and perform a search for Set ID US004, and Customer ID, leaving blank the Business Unit field
    15.- ISSUE #3: Check the results found, under the Conversations tab, and confirm that the Business Unit value displayed is one where the Customer ID does not belong to
    16.- Navigate to the Account Overview page, and search again by Set ID US004, and Customer ID, leaving blank the Business Unit
    17.- From the displayed results, click on the View/Update Conversations link available
    18.- ISSUE #4: While the message can be retrieved, using the unexpected Business Unit value, at the References tab, the Invoice ID value is not displayed, all is blank
    19.- Click on the Add Conversation Entry button
    20.- ISSUE #5: Click on the Contact ID lookup, to find the system is using the wrong Set ID, and no Contact ID values are eligible for selection
    21.- Add a new Message, leaving the Contact ID as empty, but Customer ID is populated anyway.
    22.- Click on APPLY and OK buttons.
    23.- Log into the FSCM Online Application Customer Portal as the Contact User
    24.- ISSUE #6: Checking the eBill Payment landing homepage, still no messages are showing. Not even the response

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.

ACTUAL RESULTS:

The Users, and Contacts, cannot rely on the delivered Messages functionality that integrate eBill Payment with Accounts Receivable. Messages cannot be viewed in Recent Messages pagelet, and the same Conversations have issues on Business Unit, Contact ID, and missing Invoice ID values. Same if a User sends back a message as a response, the Contacts cannot see them in eBill Payment either.

EXPECTED BEHAVIOR:

The system should allow Messages to be properly displayed in the Recent Messages pagelet in eBill Payment landing homepage, regardless of the Set ID values chosen for Customer and Contacts. At the same time, Contact IDs, and Invoice IDs should be properly displayed in Accounts Receivable.

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.

Changes

 

Cause

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In this Document
Symptoms
Changes
Cause
Solution
References


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