Depot Repair Error: 'service Request customer NNN does not have any Install Base associations with this item instance (&Item_Instance)' When Creating Repair Orders After The Instance Owner Has Been Changed (Doc ID 1564993.1)

Last updated on MARCH 08, 2017

Applies to:

Oracle Depot Repair - Version 12.1.3 and later
Information in this document applies to any platform.

Symptoms

On : 12.1.3 version, Repair Order Management

In an Automotive business, before selling a vehicle (item instance) the Service team has to finish Pre-Delivery Inspection Operations which results in creating SR and RO for that vehicle. Then, on the day of delivery the 'After Sales' work finishes, other delivery operations (like "Cleaning,Testing ,Washing etc) need to be entered as ROs on the same service request. But entering these new ROs after the item instance owner has changed fail with:

The service Request customer NNN does not have any Install Base associations with this item instance (&Item_Instance). Please choose another instance.

In short, the scenario is as follows:
Customer A is the instance owner and the owner of the SR. Customer A creates RO.
Sales team sells the instance to customer B. Customer B is now the instance owner, but Customer A is still the owner of the service request. Service team (customer A) tries to enter a new repair order for the same item instance on the initial service request, but it fails with the above message.


STEPS
-----------------------
The issue can be reproduced at will with the following steps:
1. Create SR and Repair Order.
2. Change the item instance owner.
3. Enter new repair order for the same service request.

The error is generated.

Cause

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