HTML Service - More Products: Error Adding Same Product Twice "This Is A Duplicate Record." (Doc ID 2533612.1)

Last updated on JULY 26, 2019

Applies to:

Symptoms

Error when adding Same Product twice to More Products Screen in HTML Service.

The issue occurs in the More Products screen.
We are seeing and issue when trying to document more than solution to an issue in the HTML version of the Create Service Request.

Error:

This is a duplicate record. Associate the service request with a different product and then save the record

Steps:

(R) Customer Support Specialist
(N) Agent Dashboard

- Create a new Service Request and add associate it with a specific item instance.
- Assign the Service Request a Problem Code and Resolution Code.
- Go to the More Products screen.
- Add the same item instance, use the same problem code, but a different resolution code.
- Attempt to save.

What is Working:

It works if we have the same item instance but different Problem Codes.

Cause

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