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Cannot View EAM Assets In Install Base Or Service Desk (Doc ID 1296351.1)

Last updated on DECEMBER 04, 2019

Applies to:

Oracle Asset Tracking - Version 12.1.2 and later
Oracle Service Contracts - Version 12.1.2 and later
Information in this document applies to any platform.

Symptoms

After upgrade from 11.5.10 to 12.1.1 Assets previously stored in EAM are now stored in Install Base/Asset Tracking.

Searching for assets by Asset/Serial number in Teleservice still finds asset, but cannot find asset when searching on Serial Number in Service Desk.

In Install Base, instances can be found for each asset but no link to the asset itself is seen.

Expected Behavior
Expect to be able to find assets/instances in Service Desk for creation of service requests

Steps
The issue can be reproduced at will with the following steps:
1. Responsibility: Service Desk Analyst > Service Desk > Agent Dashboard
2. Search for serial number

Changes

 

Cause

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