Service Charges: Error Selecting Product by Serial Number (Agent Dashboard and TeleService)

(Doc ID 2341094.1)

Last updated on DECEMBER 19, 2017

Applies to:

Oracle Customer Support - Version 12.2.4 and later
Information 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 = ABC1
    => Error: "Select a valid value. Click on Magnifying Glass."

 - 'Item' section:
    Line # = 2
    Status = New
       Billing Type = Material
       (x) Item = ABC1        => "Select a valid value. Click on Magnifying Glass."

  - 'Item to be Returned' section:
     Serial Number = 357  (not updatable)
    (x) Item Instance = 3105            => "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.

Cause

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