Service Error: 'The Serial number NNNNN entered is invalid or does not exist' When Completing A Shipment Transaction

(Doc ID 1463068.1)

Last updated on JUNE 26, 2016

Applies to:

Oracle Teleservice - Version 12.1.3 to 12.1.3 [Release 12.1]
Oracle Installed Base - Version 12.1.3 and later
Information in this document applies to any platform.
***Checked for relevance on 24-Jan-2014***

Symptoms


 
On : 12.1.3 version, on Production:

ACTUAL BEHAVIOR
---------------
Installation Details are wrongly populated after charge line is entered.
Due to this, shipment transaction is failing in Install Base interface with error:
'The Item is serial controlled. The Serial number NNNNN entered is invalid or does not exist in Inventory tables or the "MFG_SERIAL_NUMBER_FLAG" in the Installed Base is "NULL" for Serialized Item Instances.'

After charge line is entered and saved, on the Item Instance subtab of Charges tab, the parent serial number from SR header is automatically populated.
On Installation Details form, Non-Source transaction tab, the serial number from the SR header is saved, but the item populated is the shipped item, not the item from SR header. This is a discrepancy which is leading to failure of shipping transaction.

EXPECTED BEHAVIOR
-----------------------
Expect option to either populate or not populate parent serial number on the charges UI

STEPS
-----------------------
The issue can be reproduced at will with the following steps:
1. Create a Service request on a IB trackable Serialized part (Say Part1 , SN1).
2. Create a Shipment order on the Service request for another part (Say Part2 , SN2)
3. Ship the Part2 with SN2 to the customer
4. The shipment transaction is stuck in Install Base with error

'The Item is serial controlled. The Serial number NNNNN entered is invalid or does not exist in Inventory tables or the "MFG_SERIAL_NUMBER_FLAG" in the Installed Base is "NULL" for Serialized Item Instances.'

On the Charges tab , Parent serial number field is populated as SN1 (From Service request header) and the Installation details on the ship order got corrupted . (The installation details in the non-source section shows product details of Part1 but the item is still Part2 . This discrepancy is causing the shipment transaction to be stuck in error.

Cause

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