Receiving the Potential Duplicate Message for all the Service Requests
(Doc ID 2124751.1)
Last updated on FEBRUARY 06, 2022
Applies to:
Oracle Teleservice - Version 12.1.2 and laterInformation in this document applies to any platform.
Symptoms
On : 12.1.2 version, Service Request Form
ACTUAL BEHAVIOR
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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
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The potential duplicate SR message should not populate when creating new service requests without serial number.
STEPS
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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
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In this Document
Symptoms |
Changes |
Cause |
Solution |
References |