Receiving the Potential Duplicate Message for all the Service Requests (Doc ID 2124751.1)

Last updated on APRIL 10, 2016

Applies to:

Oracle Teleservice - Version 12.1.2 and later
Information in this document applies to any platform.

Symptoms

On : 12.1.2 version, Service Request Form

ACTUAL BEHAVIOR
---------------
Even though the profile 'Services: Service Request Duplicate Criteria' is having the value 'Item Instance/Customer, Item, Serial Number' is set at site level,
Receiving the Potential Duplicate SR message when creating new service requests without serial number.


EXPECTED BEHAVIOR
-----------------------
the Potential Duplicate SR message should not populate when creating new service requests without serial number.

STEPS
-----------------------
The issue can be reproduced at will with the following steps:
1. Login to apps
2. Set the profile option value 'Services: Service Request Duplicate Criteria' to 'Item Instance/Customer, Item, Serial Number' at site level
3. Navigate to Service (R) -> Service request -> Create Service Request. Create a new service request without serial number.


Cause

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