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TeleService Service Request Item Instance Look Up Never Returns an LOV (Doc ID 1526782.1)

Last updated on JULY 21, 2020

Applies to:

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


Item Instance look up never returns a LOV. It just hangs.
Also, in Install Base pages, the performance is not good when searching Instance Numbers after entering only the Account Number as a search criteria.

Steps to Reproduce

(R) Service
(N) Customer Management > Contact Center
(N) Service Requests > Create Service Request

In the Contact Center Header:
- Enter Account Number and press Tab.
=> Customer information is populated

In the Service Request tab:
- Account field is populated with the number entered above.
- SR Status and Severity values are defaulted as expected.
- For the Instance field, enter percent sign (%)

Enter % in the Find field and click the Find button.
=> The LOV shows no values.
=> "Choices in list: 0" is shown at the bottom of form.

Doing a partial search (i.e. 142%), the LOV shows a list of products.
If you select one of these values and click the OK button, it will enter in the values in the Instance, Item and Item description fields.


The agent can click on the Install Base tab in the Contact Center, and copy an Item Instance or Item Number.
Then the agent click back on the SR form and paste that value into the correct field (either Item Instance or Item Number).

However, that is not convenient.

What is/was working:

- This process works fine in the Agent Dashboard webpage.
- The same works fine in 12.0.6.


 The query behind the Item Instance Look up in 12.1.3 is different from the the 12.0.6 version.


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