Service Charges: Error Selecting Product by Serial Number (Agent Dashboard and TeleService)
(Doc ID 2341094.1)
Last updated on FEBRUARY 06, 2022
Applies to:
Oracle Customer Support - Version 12.2.4 and laterInformation in this document applies to any platform.
Symptoms
In Create Service Request, both Forms and Agent Dashboard:
Unable to process Charges lines
Error:
* In Forms:
Pop-up window with no information at all.
* In Agent Dashboard:
Row 1 Error - Select a valid value. Click on Magnifying glass.
Row 1 Serial Number. Select a valid value. Click on Magnifying glass.
Steps:
--------------
[ In HTML ]
(R) Customer Responsibility
(N) Agent Dashboard
- Enter SR header information
- Item (including Item Instance, Serial Number) is validated correctly.
- Save
=> No errors.
- Navigate to Charges section
- Try to enter Item = ABC
=> Error: "Select a valid value. Click on Magnifying Glass."
- 'Item' section:
Line # = 2
Status = New
Billing Type = Material
(x) Item = ABC => "Select a valid value. Click on Magnifying Glass."
- 'Item to be Returned' section:
Serial Number = xxxx (not updatable)
(x) Item Instance = xxxx => "Select a valid value. Click on Magnifying Glass."
[ View Instance ] [ Graphical View ]
[ In Forms ]
(R) Service
(N) Service Requests > Create Service Request
- Enter SR header information
- Item (including Item Instance, Serial Number) is validated correctly.
=> Save. No errors.
- Navigate to Charges tab
=> The Item cannot be entered in Charges, but is available in the LOV.
Changes
Cause
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In this Document
Symptoms |
Changes |
Cause |
Solution |
References |