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Customer Support Specialist: Not Able To Close SR With Expired Installed Base Instance (Doc ID 1520204.1)

Last updated on FEBRUARY 06, 2022

Applies to:

Oracle Customer Support - Version 12.1.3 to 12.1.3 [Release 12.1]
Information in this document applies to any platform.

Symptoms

Unable to close SR in Customer Support Specialist.

The Installed Base record is not available at the time of closing the Service Request.
The screen validation is failing and giving error 'Select a valid value' for the IB record.
The Installed Base (IB) record was end dated and the screen is doing validation on the Installed Base end_date_active field.

Error:

Error: Select a valid value.

Steps:

- Update Service Request
- When trying to close:
=> Error: Select a valid value.

What is/was Working:

- R12: SR can be closed without problems in TeleService (SR Form).
- R12: After Closing from the Service Request Form (CSXSRISR.fmb), the SR appears closed in the Agent Dashboard.
- 11i: SRs could be closed in CSZ even though Install Base record was end dated.

Changes

Please note that in TeleService, new Service Requests cannot be created referencing Expired Instances.
And in Installed Base, if I want to expired an Item Instance that is already used in an SR, the following message appears:

"This Instance cannot be Expired. There are Open Service Requests associated with it."

In this caes, a custom process was implemented to expire the IB record if the Order line was fully received (through RMA in Order Management).

Cause

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In this Document
Symptoms
Changes
Cause
Solution
References


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