My Oracle Support Banner

Must Re-enter Item/serial Number When Incident Customer Is Different Than SR Header In HTML Form (Doc ID 2312361.1)

Last updated on OCTOBER 03, 2017

Applies to:

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


On : 12.2.6 version, Agent Dashboard

When attempting to create an SR for a customer and the serial number is related to another party/customer, the item field gives,
the following error occurs.

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

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?"

The issue can be reproduced at will with the following steps:
1. (R) Customer Support Specialist: Agent Dashboard
2. Create SR from one of the data points above (except Serial Number) - Contact/Company info should be different than owner of Serial Number
3. Click Go
4. Enter Serial Number
5. Enter Problem Summary
6. Click Apply
  Error Message appears




To view full details, sign in with your My Oracle Support account.

Don't have a My Oracle Support account? Click to get started!

In this Document

My Oracle Support provides customers with access to over a million knowledge articles and a vibrant support community of peers and Oracle experts.