Depot Repair: Serial Number not Updated in Depot after Update in Installed Base (Doc ID 2539996.1)

Last updated on FEBRUARY 06, 2022

Applies to:

Symptoms

After updating a Serial Number in Installed Base, the change is not reflecting in Depot Repair.

Steps:

Users create a Repair Order with some dummy Serial Number, initially, for example "SN_ABC" (as user is not aware of the serial number).
At this point of time Serial number (SN) on Service Request, Repair Order and RMA Sales Order is 'SN_ABC'
After a while, when when know the SN, user goes and update the Installed Base by overriding the old SN with the new and valid one, for example 'ABC-1'.


At this point of time:
In 12.1.3 -
Serial Number on Service Request and Repair Order updated to - ABC-1
but serial number on RMA Sales Order remains - SN_ABC

But In 12.2.8 -
Serial number on Service Request updating to - ABC-1
but serial number on Repair Order and RMA Sales Order remains - SN_ABC

Expected Behavior:

The Serial Numbers should be in sync after the change.

What is Working:

- Installed Base records are correct.
- What is showing on the SR is correct.

But not in Repair Order.

Business Impact:

Users do update the serial number in Installed Base regularly.
This generates inconsistencies between Installed Base, Service Request and Service (Repair) Orders.
And once Serial Number is updated - If you search for Serial Number -ABC, you will not find it. Instance number is also not changed.

Changes

Cause

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