Service HTML - Error When Trying To Add More Products: "Row 1 Item Instance - Select a valid value. Click on Magnifying Glass." (Doc ID 2254814.1)

Last updated on APRIL 13, 2017

Applies to:

Oracle Customer Support - Version 12.2.6 and later
Information in this document applies to any platform.

Symptoms

On 12.2.6 - Service Request HTML

After adding the primary product for the Service Request (SR), go to the More Products to add additional Serial Numbers.
When trying to select an Instance Number, there is an error saying "Select a Valid Value".

The value in the Instance field is valid for the customer assigned to the SR and was accepted on the main Service Request form.
The customer assigned to the Service Request is the owner of several products in the Installed Base.

When clearing the value in the Instance field, select the Magnifying Glass a instructed and search for a valid Instance Number, but no values are returned.

Error:

* Top of the page:
   Row 1 Item Instance - Select a valid value. Click on Magnifying Glass.

* The the Instance number:
   Select a valid value. Click on Magnifying Glass.

Steps:

(R) Customer Support Specialist
(N) Agent Dashboard.

 - A few SRs are listed
 - Click on 'Create Service Request' button
 - Add information, Select 'Save and Add Details' button.
 - Select 'More Products' [button]. Open More Products Form
 - Try to add another product ('Add' icon - top left of the grid)

   => Error occurs.

Business Impact:

Unable to add more Installed Base items.

Cause

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