TeleService: Serial Number For Current And Historical Data Changes After Performing A Modification (Doc ID 2311365.1)

Last updated on FEBRUARY 06, 2022

Applies to:

Goal

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 the user performs a 'Change Part' or 'Change Part and Serial Number’ on the WIP Job, then all historical SRs, including the current SR the change is occurring against, are not impacted and the original Item number that the SRs were created against, correctly remains against these records.

In the Service Request if the user performs a 'Change Serial Number' or 'Change part and serial number' on the WIP Job for the current repair, then all historical SRs, including the current SR the change is occurring against, are being impacted and the Serial Number (SN) is being updated to the latest SN on the installed base record which is incorrect.

There is an inconsistency between Depot Repair and Service.
In Depot Repair the Repair Order always displays the original, incoming serial number at the point of record creation.

It should work the same way in Service so the incoming serial number is always displayed in the form.


 

Solution

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