Serial Number LOV Is Disabled After Entering A Valid Value In The System Field (Doc ID 2041759.1)

Last updated on MARCH 08, 2017

Applies to:

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

Symptoms

On : 12.1.3 version, Service Request Form

ACTUAL BEHAVIOR
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While creating a new Service Request, if the System field is populated prior than the Serial Number then the S/N LOV is disabled. The field becomes a non validated field.

EXPECTED BEHAVIOR
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The "Serial" field should have an LOV and the LOV should display the S/N associated with the System.

STEPS
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The issue can be reproduced at will with the following steps:
1. In the Create Service Request form, enter System.
2. Customer information is populated correctly.
3. In the "Serial" field LOV is not available anymore and the field becomes free text
4. But if serial number is entered first then additional information auto-populates in the SR including the System

Cause

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