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.

Symptoms

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.

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
-----------------------
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

Changes

 

Cause

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