Resources Notes vs. Price List Notes pulled into Service Order
Refer to Product Ideas
Background: we can add Notes against Resources, once the Resource is added on a Price List, the Note from the Resource gets pulled through. Once it is on the Price List, no more updates of the Resource Note get synched.
Question: when I add the Price List Item which has both a Note on the Resource and a Note on the Price List, the expectation would be to see the Note of the Price List Item (same as the Item Description works), which you may want to customize per year, per type of price list, per type of item (as you can add the same Resource to different Order Forms, i.e. with a different U/T). However, it pulls the Note from the Resource which is very confusing and does not make a lot of sense when the Item Description is pulled from the Price List Item, in ESC or OEO the Notes from the Price List are shown, etc.
Is this really working as designed, especially because I feel it has been working differently for many years (pulling the Note from the Price List Item instead of the Resource Note)? Now it has been pulling the Note from the Resource for a while, but I couldn't ever explain it with a good reason to my clients, especially because some clients also were under the impression it used to pull the Price List Item Note.
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Sarah - i asked engineering and here's the response. Does this clarify?
“I just confirmed in the code that order items only ever copy notes from Packages and Resources.”
“I can tell you that all public apps use a note configured on the Price List Items for item descriptions and they never use the resource. But frankly, public app display behavior is a poor comparison point to submitting orders in backoffice, very very different use cases, audiences, and design goals.”
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That clarifies or confirms the observed behavior, yes. However, my question is really if that makes sense, especially comparing that for example the Item Description and basically everything is pulled from the Price List and not the Resource. With this design, clients will need to duplicate Resources just because they need a different note on Price Lists (from one year to another (but using in parallel), or different types of price lists (member vs. non-member, etc.).
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Sarah, i'm asking Carissa Harrison to weigh in on that question.
My understanding from engineering is that it has always worked this way, not that it has to stay this way. I will defer to Carissa on desired future behavior. I'll note this as an enhancement.
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Sarah - i had a side chat with Carissa on this. Do you mind opening a Pendo enhancement, and adding the link here for reference? We want to have Pendo be the source-of-truth for all enhancement requests.
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