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Troubleshooting Installed Base Transaction Issues (Doc ID 1562261.1)

Last updated on AUGUST 08, 2021

Applies to:

Oracle Installed Base - Version 11.5.10.2 and later
Information in this document applies to any platform.

Purpose

This note provides a general overview of the Install Base product and the transactions it processes from other applications that can lead to Install Base Transaction Errors. It offers a high level generic troubleshooting guide on how to approach resolving issues with processing these transactions. This note is intended to complement the error specific notes collated in the various Install Base Primary Notes.

Install Base Overview

Oracle Install Base is an item instance life cycle tracking application that facilitates enterprise-wide life cycle item management and tracking capability. You specify which items you want to track in the Item list in Oracle Inventory. Subsequently, when a particular real-world instance of the item is created, an item instance record is created in Oracle Install Base. Any significant changes to the item instance will also be recorded in Oracle Install Base.

Some useful terms and concepts to understand when dealing with Install Base are:

Tangible Items - Item instances can be used to track tangible items, that is, physical, real-world objects, that can be assembled and shipped, such as computers, engines, machine parts, and so on.
Intangible Items - Item instances can be used to track intangible items such as software, services, licenses, and agreements.
Serialized Items - When a trackable item is defined in Oracle Inventory as serialized, each item instance derived from that item requires a unique serial number and individual tracking. The item instance will always have a quantity of 1.
Non-Serialized Items - When a trackable item is defined in Oracle Inventory as non-serialized, it is typically for smaller objects whose real-world instances do not require individual tracking. For example, a screw could be defined as a non-serialized, trackable item; an order for 100 screws would result, after order shipping, in the creation of one item instance, with quantity 100.

Oracle Install Base can track an item instance from the time that it is received in inventory, in work in process, in projects, at customer sites, and throughout the return and repair process. It is a centralized repository of information for an item instance and its tracking details including location, status, ownership, party role, and contact relationships. It also supports the creation and maintenance of Oracle Install Base configurations.

Serialization and Levels of Tracking

The extent of the tracking that Oracle Install Base performs for an item depends on its serialization setup. The levels of tracking, with highest tracking level first, are as follows:


1. Items that are serialized at receipt or have predefined serialization.
2. Items that are serialized at sales order issue.
3. Non-serialized items.

If an item is serialized at receipt, Oracle Install Base starts tracking all the significant changes that affect an item instance before it is sent out to a customer. For items serialized at sales order issue, tracking starts at the time of sale order issue, and records all transactions that occur at the customer site.

Non-serialized items, by their very nature, can be tracked only as a group, where the quantity of items in the group may be 1, but is typically a larger number.

For non-serialized items, there are transactions where only part of the group is processed, such as partial returns on RMA receipts and cancellations. In these transactions, Oracle Install Base splits the original item instance into two. For example, when a customer returns part of a group of non-serialized items, the original item instance records the quantity that remains with the customer, the second item instance records the quantity being returned.

There are also transactions where Oracle Install Base merges item instances, such as when non-serialized items are returned into inventory.

Oracle Applications That Use Oracle Install Base

The following applications either supply transactional information to Install Base or make use of Install Base instance information:

Applications
Asset Tracking Field Service Provisioning
Assets Inventory Purchasing
Complex Maintenance Repair and Overhaul Lease Management Service Contracts
Configurator Order Capture TeleService
Depot Repair Order Management Utility Billing
Enterprise Asset Management Project Contracts Work in Process

 

 

 



 

 

 

 

To view a list of the source transaction types that interface with Oracle Install Base, and the Oracle applications that trigger the transactions
 

Troubleshooting Steps

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In this Document
Purpose
 Install Base Overview
 Serialization and Levels of Tracking
 Oracle Applications That Use Oracle Install Base
Troubleshooting Steps
 Troubleshooting Transaction Errors
 1. Before you start...
 2. Verify Service Fulfillment Manager (SFM) setup is correct...
 Troubleshooting User Interface Errors
 Information to Provide To Oracle Support
References

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