Troubleshooting
Problem
Consider the below scenario -
1. Consider an order that has been paid using a debit card.
2. If the debit card processing fails, there is a need for call center users to update a new tender on this order
3. When the Change Payment option is used for this order to add another payment, the screen does not proceed further.
Why does this happen?
Cause
The supported payment methods on IBM Web Call center is available at-
https://www.ibm.com/docs/en/call-center/10.0?topic=creation-add-payment-methods
Diagnosing The Problem
The product attempts to load PaymentMethod_DEBIT_CARD.html and PaymentMethod_DEBIT_CARDUI.js which is not available, leading to the issue.
Resolving The Problem
Customization as described in the below steps should help overcome this issue-
https://www.ibm.com/docs/en/call-center/10.0?topic=customizations-replace-application-provided-screen-custom-screen
1- Change the overrideType for PaymentConfirmation screen to override in runtime/extensions/isccs/webpages/ExtnMetaData.xml
2- Copy all the out of the box methods of PaymentConfirmation.js into PaymentConfirmationExtn.js and add custom changes.
In this file, under getRepeatingPaymentMethod method, make the below change so that it does not load PaymentMethod_DEBIT_CARD.html files - If the PaymentTypeGroup is DEBIT_CARD, you can use the screenMode as CREDIT_CARD - so that for debit card payment type group, ootb PaymentMethod_CREDIT_CARD.html is rendered.This makes sure that the screen is always loaded.
Sample code-
Changes in "getRepeatingPaymentMethod" to load DEBIT_CARD as CREDIT_CARD
if (
_scBaseUtils.equals(
sPaymentTypeGroup, "CREDIT_CARD") || _scBaseUtils.equals(
sPaymentTypeGroup, "DEBIT_CARD")) { // add condition for debit card
var matchPaymentType = null;
var matchCCDisplay = null;
and
/***** CUSTOM CONDITION TO HANDLE DEBIT CARD START ******/
if(_scBaseUtils.equals(
sPaymentTypeGroup, "DEBIT_CARD")) {
constructorData["screenMode"] = "CREDIT_CARD"; // to make DEBIT_CARD payment types loaded as "CREDIT_CARD"
}
/***** CUSTOM CONDITION TO HANDLE DEBIT CARD END ******/
}
returnValue["constructorArguments"] = constructorData;
return returnValue;
},
showSufficientFunds: function(
_scBaseUtils.equals(
sPaymentTypeGroup, "CREDIT_CARD") || _scBaseUtils.equals(
sPaymentTypeGroup, "DEBIT_CARD")) { // add condition for debit card
var matchPaymentType = null;
var matchCCDisplay = null;
and
/***** CUSTOM CONDITION TO HANDLE DEBIT CARD START ******/
if(_scBaseUtils.equals(
sPaymentTypeGroup, "DEBIT_CARD")) {
constructorData["screenMode"] = "CREDIT_CARD"; // to make DEBIT_CARD payment types loaded as "CREDIT_CARD"
}
/***** CUSTOM CONDITION TO HANDLE DEBIT CARD END ******/
}
returnValue["constructorArguments"] = constructorData;
return returnValue;
},
showSufficientFunds: function(
3- The PaymentMethod.js screen can also be extended with type="differential" so that for debit card payment type you can hide the "Edit & Remove" links.
Document Location
Worldwide
[{"Type":"MASTER","Line of Business":{"code":"LOB59","label":"Sustainability Software"},"Business Unit":{"code":"BU059","label":"IBM Software w\/o TPS"},"Product":{"code":"SS6PEW","label":"Sterling Order Management"},"ARM Category":[{"code":"a8m0z000000cxzmAAA","label":"Payments"}],"ARM Case Number":"","Platform":[{"code":"PF025","label":"Platform Independent"}],"Version":"All Versions"}]
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Document Information
Modified date:
01 November 2021
UID
ibm16475489