Depot Repair: Serial Number Violates Uniqueness Error Message When Entering Serial Number In The Repair Order Form (Doc ID 1600128.1)

Last updated on MAY 27, 2024

Applies to:

Symptoms

On : 12.1.3 version, Repair Order Management

Getting Error message for entering Serial Number in the Repair Order form when there has never been a Repair Order for the SR customer  (with an IB instance on the repair order) before.

when the user enters the serial number on the RO details, that does not populate the instance number - even though the serial belongs to an existing IB instance.

Similarly, when the instance number is entered on the RO, that populates the serial number, but when tabbing out of the serial number field, the instance number is blanked out again. So the form does not 'recognize' the instance and that is what is causing this.

When profile 'CSD: Create IB Instance at Repair Order Creation' is set to 'Ask User' and chosing 'Save as Is' when prompted, the RO saves just fine. The fact that the popup comes up confirms it is trying to create a new instance (which is not allowed as it already exists for that serial - so the error itself makes sense).

Additionally, the problem happens when the user selects an internally owned serial number- located in inventory that has no relation to the customer yet (aiming to utilize the functionality from profile 'CSD: Default Instance-Party Association Type' for this to create a relationship to the customer automatically), AND the customer does not have any IB instance/customer associations yet. Then this error occurs. When they manually add the IB association manually in IB, then it works fine - not just for this serial, but for any other serial as well.



STEPS
-----------------------
The issue can be reproduced at will with the following steps:
1. Depot Repair> Repair Order-enter customer -enter serial number
2 Error occurs

Changes

Cause

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