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 FEBRUARY 06, 2022
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.
Changes
Cause
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In this Document
| Symptoms |
| Changes |
| Cause |
| Solution |
| References |