Serial No On SR For Current And Historical Data Changes After Performing A Modification

(Doc ID 2311365.1)

Last updated on SEPTEMBER 28, 2017

Applies to:

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

Goal

On : 12.1.3 version, Service Request Form

Serial No on SR for current and historical data changes after performing a Modification

In Depot Repair there is an option to ‘change part’, ‘change serial number’ or ‘change part and serial number’ when creating a WIP Job for the repair of an item.
Upon WIP Job completion, the installed base record is then automatically updated with the latest information keeping an audit trail through the history of the item.

In the Service Request if we ‘change part’ or ‘change part and serial number’ on the WIP Job then all historical SR’s, including the current SR the change is occurring against, are not impacted and the original item number that the SR’s were created against correctly remains against these records.

In the Service Request if the ‘change serial number’ or ‘change part and serial number’ on the WIP Job for the current repair then all historical SR’s, including the current SR the change is occurring against, are being impacted and the serial number is being updated to the latest serial number on the installed base record which is incorrect.

There s an inconsistency between Depot and Service. In Depot Repair the Repair Order always displays the original, incoming serial number at the point of record creation and we require the same change in the Service Request so the incoming serial number is always displayed in the form


 

Solution

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