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Personalization Being Used to hide Quote Items Shows Inconsistent Results When Customizable Products Are Involved (Doc ID 1970735.1)

Last updated on FEBRUARY 13, 2019

Applies to:

Siebel CRM - Version [IP2013] and later
Information in this document applies to any platform.


Personalization rules are behaving inconsistently. A rule is setup to not display Quote items of status Cancelled. The behaviour is very erratic and relates to the inclusion of customizable products. One example that was reproducible was as follows:

Setup products as follows:

Simple Product

Customizable Root Product
> Child Product (default 1)

Create quote, navigate to Line Items, add Customizable Root Product and Simple Product, so now have order as follows:

1 - Customizable Root Product
1.1 - Child Product
2 - Simple Product

Navigate to Administration - Personalization> Rule Sets. Create rule set Test. Add Rule with rule type Expressions and Include Expression set to [Status]<>'Cancel'.
Navigate to Administration - Personalization> Applets. Add new applet Quote Item List Applet and add rule set Test.
Reload personalization.

All lines at status "In progress".

Change status of Child Product to Cancel.
Change status of Customizable Root Product to Cancel.
Requery applet, now see:

2 Simple Product

Navigate to Accounts screen.
Navigate to Quotes screen.
Drill into quote from recent records.
Click on Line Items.
Now see:

1 Customizable Root Product.


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