Oracle iSupport: Enhancement Request to Allow Search of Service Requests Based On Serial Number Or Tag (Doc ID 2296049.1)

Last updated on AUGUST 10, 2017

Applies to:

Oracle iSupport - Version 11.5.10.2 and later
Information in this document applies to any platform.

Goal

An Oracle iSupport user can see the list of Service Requests (SRs) on the homepage, showing certain Serial Numbers and Tags.
However when performing a SR Search using those same Serial Numbers or Tags as parameters, the SN and Tags are not retrieved.

It would seem that the LAST_VLD_ORGANIZATION_ID in Installed Base (IB) has an impact on the ability to search Products in iSupport.
The need is to allow SR's to be searched by instance information regardless of the LAST_VLD_ORGANIZATION_ID.

The IB instance validation Organization sometimes appears as the Shipping country Organization or the Item Master Org rather than the organization linked to the Installed At information.
Therefore, these instances will not appear when searching for SR's by Product.

[ 1 ]

Homepage: my.server.com/OA_HTML/ibuhpage.jsp
Homepage shows several SRs retrieved:

    Example:
        . SR 123
        . SR 124
        . SR 125

All of them have SN = 11111 + Tag = ABC1

[ 2 ] Search SR - Filter Criteria

       Account Number = All
       SN = 11111
       Tag = ABC1

    => No records found matching the given criteria.

[ 3 ] Quick Find: Search SR # 123

   Under Overview > Product, the SN = 11111 + Tag = ABC1 are displayed.

Solution

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