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Change In Business Process Clearing Problem & Resolution Codes On More Products Screen (Doc ID 2470112.1)

Last updated on FEBRUARY 20, 2019

Applies to:

Oracle Customer Support - Version 12.2.6 and later
Information in this document applies to any platform.

Symptoms

On : 12.2.6 version, Update Service Request


ACTUAL BEHAVIOR
---------------------------

In the Customer Support Specialist, create a service request, add additional products, and enter Problem & Resolution Codes, all products on the screen have the same Problem & Resolution Codes.
After that, change the Business Process on the service request and upon doing so, the following warning is displayed:

WARNING
-----------------------
nullAPI Error( CS_ServiceRequest_UTIL.resolution_code_cross_val).The resolution code is not valid based on mapping rules .Please check the values for the following attributes against the mapping rules : service request type, inventory item, product category and problem
code. Contract could not be assigned to the service request.Please assign a contract manually.

and upon returning to the More Products screen the Problem & Resolution Codes have been cleared for all products except the Primary product.

EXPECTED BEHAVIOR
-----------------------
Expect that the change in business process should not clear the Problem & Resolution Codes on More Products Screen

ISSUE SCOPE
-----------------
Issue is not specific to single service request type or business process. The only situation is that the Service Request must have more than one product attached to it.

AVAILABLE WORKAROUND
--------------------------------------
Manually re enter the problem and resolution codes.

STEPS
-----------------------
The issue can be reproduced at will with the following steps:
1. Login to Applications
2. Go to Support Specialist responsibility
3. Navigate to Agent Dashboard and Create Service Request with More Products Select the Problem and Resolution Type for each Product and Save.
4.Update the Business Process.
5. Save
6. Observe the above warning
7. Click on More Products
8. Note that Problem and Resolution Type are both removed from all products except the Primary.




Changes

 

Cause

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In this Document
Symptoms
Changes
Cause
Solution
References


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