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 MARCH 27, 2017

Applies to:

Oracle iSupport - Version 12.1.3 to 12.1.3 [Release 12.1]
Information in this document applies to any platform.

Symptoms

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.

Expected Behavior:

The functionality should be the same.

Steps:

(R) iSupport
(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.

Workaround:

User has to change the Incident Address to reflect what is in install base.

Cause

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