TeleService: FRM-40212 Error When Entering Item Instance or Serial Number

(Doc ID 2150050.1)

Last updated on FEBRUARY 07, 2018

Applies to:

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

Symptoms

When attempting to enter item instance number, serial number in charges, the following error occurs.

Error:

FRM-40212: Invalid value for field C_INT_REFERENCE_NUMBER
FRM-40212: Invalid value for field SERIAL_NUMBER

Steps:

(R) Service
(N) Service Requests > Create Service Request

  - Create an SR
  - Navigate to the Charges tab and a new line
  - Click on Item Instance sub-tab and enter the Item Instance or Serial Number details

(R) Service
(N) Customer Management > Contact Center

  - Enter the Customer information in the header
  - Navigate to the Service Requests tab
  - Click on the Serial Number and enter a number.
     (That number does not exist in the LOV).

=> Error occurs.

Changes

 

Cause

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