iSupport: When a Registered Product Is Selected For SR Creation, Serial Number and Incident Address are Not Populated
(Doc ID 1934998.1)
Last updated on JULY 21, 2020
Applies to:Oracle iSupport - Version 12.1.3 to 12.1.3 [Release 12.1]
Information in this document applies to any platform.
In iSupport, when a Registered product is selected for SR creation, the Serial Number and Incident Address are not populated.
Incident Address is not updated based on the selected instance record.
What is Working:
Product, serial number, and incident address are all correctly populated when the Service Request creation process is started in Installed Base page.
The functionality should be the same.
(N) Create Service Request link, in Support Resources bin
- Select SR type “Hardware”
- Enter a registered product from Install Base for the SR.
After selecting the Item Instance, only product information is populated.
- The address is the primary Identifying Address of the Customer, and not the IB Location from Oracle Install Base.
- It does not populate the Serial Number value.
User has to change the Incident Address to reflect what is in install base.
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