21532800 Serial Number Can Not Be Selected For 'Loaner Return' (Doc ID 2070022.1)

Last updated on MARCH 22, 2016

Applies to:

Oracle Teleservice - Version 12.2.4 and later
Information in this document applies to any platform.

Symptoms

On : 12.2.4 version, Charges UI, APIs, and schema

ACTUAL BEHAVIOR
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Serial Number Can Not Be Selected For 'Loaner Return'

When attempting to process a loaner return via the Charges tab on the Service Request form, the item's serial number/instance is not available. The customer on the service request header matches the item's install base Current Location but the owner of the instance is an internal party.

When looking at Material number the Debrief form, the serial number/instance is also not available there.

 

STEPS
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The issue can be reproduced at will with the following steps:
(R) Service
(N) Service Requests > Find/Create Service Requests
Enter SR information
Under Tasks tab, create a Task with a type of FS-Loaner
Click on the Debrief button and under Material section,
Enter return details including item and serial number.
Click on Apply.

Navigate to Charges tab.
Enter a FS - Return Loaner line. Enter item.

The Item Instance LoV has no values.
 

Cause

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