Duplicates Services in Service Order

Hi Reid,

Yes, I’ve checked that already, but in our case, this is not the problem as far as I can see.

But, I’ve just been able to reproduce that adding a new equipement to the service order. Can you see how an equipement can add service product ? 

If adding new equipment is adding new services, I think Reid is on the right track with Standard Guides.  The “Auto Load” checkbox will add standard guides for each item added to the order.  If not on the problem code or item itself, is it on the contract?

You can also check the database with this query to see if there are any standard guides defined that use those services.

--Check problem code standard guides.
select * from pcode_demand_xref where bpart_id in ('SERFORFAIT002', 'SERFORFAIT003');

--Check contract standard guides.
select * from contract_std_guide where bpart_id in ('SERFORFAIT002', 'SERFORFAIT003');

Can you recreate this on another vanilla environment?  (I suspect someone is in the middle of a Customizer change on the QAC environment which is usually what triggers those system errors).  Try stepping through the source code in debug mode and see if you can pinpoint the exact point when the service guide demands are getting added to the order...it may be a standard bug that we need to log a support ticket for…
Thanks,
Reid

Hi guys,

QAC seems still to have problems today, so we’ve tried to reproduce on a standard environment here, and here are the results : 

On a resolved service order, with a problem code with service guide, we can see services have been added once. That’s right. If these services are fullfilled, then you add on service order header level an equipment, services are added again as open. so we have dupplicates.

Is that really an issue ? Should I log that ? 

Thank you

Laurence

Hi Reid,

In our standard environment, If I’m right and this parameter is in “Worflow (Service)”, our parameter is set to : 

What is it for ?

Thanks.

I can confirm we have an issue here because when this parameter is set to No, indeed, it’s OK.

So the question is : is that parameter used only for UM ? We do not want to have any impact for our customer in case we update this parameter. 

Then should I still need to create a ticket for dev to fix this issue ? 

Thanks.

The Order Workflow Setup user help document explains all of the options.  I don’t think the functionality that you’re explaining is a bug though.

With Consolidation - When this option is selected and multiple items are added to the order, Service Order consolidation will occur. All demands that existed before multiple items were added are increased by the quantity of the original demand quantity, multiplied by the number of added items. When the Service Guide demands options are selected (below) and the demand's quantity is changed and new items are added, the system will increase the demand's quantity by the service guide quantity, multiplied by the number of newly added items.

Without Consolidation - When this option is selected, no Service Order consolidation will occur.

Serv. Guide Dem. by Item - This selection means that all items located at a site will be consolidated on one multi-item Service Order line and request number (ID), the Service Guide demands will not be consolidated, i.e. each Service Guide demand will be tracked by serial number. If there are installed Items with different product IDs or products of different models, the system will add Service Guide demands and accumulate them on the order according to product/model reference of the problem code.

Ser. Guide Dem. – This selection means that all items located at a site will be consolidated on one multi-item Service Order line and request number (ID) and similar Service Guide demands will be consolidated and presented one time each, with Qty. accumulated by the number of added items.

Serv. Guide Dem. by Product – This selection means that all items located at a site will be consolidated on one multi-item Service Order line and request number (ID) and similar Service Guide demands belonging to Items based on the same products, will be consolidated and presented one time each, with accumulated Qty. If there are installed Items with different product IDs or products of different models, the system will add Service Guide demands and accumulate them on the order according to product/model reference of the problem code.

Hi, 

Just to let you know that I’m going to log a ticket on behalf of our customer on this topic, because, definitely we believe this is an issue.

BR

Laurence

Laurence,

My expectation is it would only impact UM by default as the symptoms you are describing only occur when you add another item/product to the existing service order.  I normally would not expect to be doing that with a PM order as they are usually dedicated to a specific item.

However, I do note that in the service guide, you can specify whether the line is eligible for POM on the service guide line level.  So if you did not enable PM, I would not expect it to be applied or applicable to PM service orders.

In the meantime, I will see what is happening with the ticket and see that it is not stuck somewhere.