Service Charges: Item Under Serial Control Cannot Have A Quantity Greater Than 1 (Doc ID 246166.1)

Last updated on AUGUST 22, 2016

Applies to:

Oracle Teleservice - Version 11.5.8 to 11.5.10.2 [Release 11.5]
Information in this document applies to any platform.

Symptoms

When user creates Service Request for Serial Controlled Item.
The Quantity (Qty) defaults to '-1' and it cannot be changed.

Message:

Item under serial control cannot have quantity greater than 1

Steps:

(R) Customer Support
(N) Service Requests > Create Service Requests

- Enter details
- Created SR
- Go on Charges Tab
- Enter Charge line type 'Actual' - Status 'New', OU, Business Process and Service Activity (RMA)
- Enter Item
- Tab over to Qty field.

=> It already shows -1 and field is not enterable.

What is Working:

User is able to enter -5 quantity for Non-Serial controlled Item.

Workaround:

Once the RMA order is created we are manually updating the quantity to appropriate value.

Changes

Upgrade to 11.5.9.
This functionality was allowed in version 11.5.6.

Cause

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