Item Instance Not Exist In Contact Center Service Request Instance LOV

(Doc ID 2315181.1)

Last updated on OCTOBER 06, 2017

Applies to:

Oracle Installed Base - Version 11.5.10.2 and later
Information in this document applies to any platform.

Goal

ACTUAL BEHAVIOR
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Item instance not exist in Contact Center => Service Request => Instance LOV

Customer can find the Item instance number xxx in Oracle Installed Base but it can't be found in Contact Center Instance LOV to create an SR

EXPECTED BEHAVIOR
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Customer should be able to create SR with the item that found IB

STEPS
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The issue can be reproduced at will with the following steps:

1. Open the Contact Center form and query any customer
2. Go to the SR tab and create a new SR (+)
3. Enter a valid instance number in the instance field and tab out.
It does not validate the instance number and pull up the associated details like Item and Serial number are not populated.

Solution

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