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In iSupport, when create a new SR from the Products > Search Item Instances page > the Problem Code LOV is not returning all the problem codes mapped to the item. (Doc ID 1623057.1)

Last updated on MAY 19, 2020

Applies to:

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

Symptoms

On : 12.1.3 version, Service Request

ACTUAL BEHAVIOR
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In iSupport, when create a new SR from the Products > Search Item Instances page > the Problem Code LOV is not returning all the problem codes mapped to the item.

EXPECTED BEHAVIOR
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The Problem Code LOV should show the problem codes mapped to the item.

STEPS
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The issue can be reproduced at will with the following steps:
1. In iSupport Business User -> Home, then select "installed Base" from the dropdown and click "GO". That displays the Search Item Instances page.
2. Click on and existing item instance that correspond with a serial number. That displays the Item Instance Details page.
3. Click on "Service Requests" on the left panel.
4. Then click the "Create New Service Requests" button at the bottom of the page.
5. Select Request Type. The Create Service Request: Identify Problem page is displayed with the Serial Number auto populated in the identify Product section.
6. Open the Problem Type and you will only get a list of 2 problem codes (unmapped).

WHAT IS WORKING
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Navigation#1:
In step#5, and before open the Problem Type LOV, go to the Identify Product region and click in the Serial Number field magnifying glass.
Then re-select the same serial number that is already there.
After that, open the Problem Type LOV and you will see the correct list of problem codes mapped to the item.

Navigation#2
Open iSupport Business User -> Home, then click on "Create Service Request", select Request Type, add the same serial number used in the original example and select it, then click on Problem Type and you will get a full list of the Problem Codes for that item.


Changes

 

Cause

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In this Document
Symptoms
Changes
Cause
Solution
References


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