TeleService: Error Creating Service Request for Serial Number: "FRM-40212: Invalid Value CURRENT_SERIAL"

(Doc ID 2404523.1)

Last updated on MAY 29, 2018

Applies to:

Oracle Teleservice - Version 12.1.3 to 12.1.3 [Release 12.1]
Information in this document applies to any platform.

Symptoms

After applying a cumulative Patch for Service (CS) (i.e. 26786698:R12.CS.B - 12.1.3 SEP'17), users are unable to create Service Requests (SRs) for serial numbers.
The problem seems to be caused when Serial Numbers do not show ownership to the Account Number being used for the SR.

This is required if Service Requests are processed by third party service providers and not the owners of the assets.

Error:

* In Contact Center form:

     FRM-40212: Invalid value for field CURRENT_SERIAL_NUMBER

* In Service Request form:

      The Incident Customer selected is different from the Customer on the SR header.
      Do you want to override the values in the Customer region?

But the main Service Request form allows opening up the Serial Number LOV irrespective of whether the SR Customer is the owner of the Item.


Steps:

(R) Service
(N) Customer Support > Contact Center

- Select a Customer
- Party #   = 111
- Account # = 222
- Navigate to the SR Tab
- Enter Serial Number = 12345

=> Error (bottom of the form)
     FRM-40212: Invalid value for field CURRENT_SERIAL_NUMBER

Cause

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