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

Last updated on FEBRUARY 06, 2022

Applies to:

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.

Changes

Cause

My Oracle Support provides customers with access to over a million knowledge articles and a vibrant support community of peers and Oracle experts.