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Service HTML: "Item - Select a valid value. Click on Magnifying Glass" When Incident Customer Is Different Than SR Header (Doc ID 2312361.1)

Last updated on JULY 14, 2020

Applies to:

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

Symptoms

When attempting to create an SR, the Item field gives the following error:

ERROR
-----------------------
Item - Select a valid value. Click on Magnifying Glass.
Item Desc - Select a valid value. Click on Magnifying Glass.

EXPECTED BEHAVIOR
-----------------------
It should give this message as it does in Forms: CS_OVERRIDE_CUSTOMER
"The Incident Customer selected is different from the Customer on the SR header. Do you want to override the values in the Customer region?"

STEPS
-----------------------
(R) Customer Support Specialist
(N) Agent Dashboard

1. Create SR
2. Click Go
3. Enter Serial Number
4. Enter Problem Summary
5. Click Apply
=> Error Message appears

Changes

 

Cause

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In this Document
Symptoms
Changes
Cause
Solution
References


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