Dublicate Line Item

Hi,
From time to time there is a problem where Line Items are getting dublicate number.
Example:
Servicedesk operator 1 creates an Interaction with Quote and Line Item (-001).
Then same operator 1 creates new LI (-002) and assignes to other assignment group.

In the other assignment gorup operator 2 also creates new LI, but instead of -003 it creates -002. 

This does not happen all the time, but for 2 out of ~ 15 cases.

Any clues?

Sorry, if this topic has already been covered. Couldn't find it in older posts.

  • Verified Answer

    Hi Viesha,

    Hope you are doing fine.

    It is correct, it was already reported, please take a look on the link below, there is a workaround you can try:

    https://softwaresupport.softwaregrp.com/group/softwaresupport/search-result/-/facetsearch/document/KM01179571

     

  • Hmm, when I am trying to access link that you posted, it gives me message:
    You don't have permission

    Am I missing some access here?

  • Workaround

    1. Open Process "rml.open"
    
    2. Add two lines before RAD "rml.open"
    
    js("vars.$L_line_item_count=new SCFile('ocml').doCount('parent.quote=\"" number in $L.parent "\"');")
    
    if ($L.line.item.count>total.line.items in $L.parent) then (total.line.items in $L.parent=$L.line.item.count)
    
    Result:
    
    1. The user will not get the duplicated key issue any more. And following "dulicated key" error will not displayed.
    
    The record being added contains a duplicate key (add.update.todo.records,add.todo.record)
    file:(Todo) key:(record.id=Q1001-003,itemType=ocml) (add.update.todo.records,add.todo.record)
    
    2. The user will still get following issue since the parent has been updated by another session
    
    The record being updated has been modified since read (rml.open,update.parent.1)
    
    file:(ocmq) key:(number=Q1001) (rml.open,update.parent.1)
    
    Unrecoverable error in application:  se.call.process on panel call.rad.1
    
    Unrecoverable error in application:  rml.open.from.components on panel call.open
    
    Unrecoverable error in application:  se.call.process on panel call.rad.1
    
    Unrecoverable error in application:  rml.open on panel update.parent.1
  • Thank you for the help.
    It turned out to be just dublicate record in Master Category (Quote category were copied and made as Master with Availability Cond. set same as for the original).