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Service HTML: Issues with "More Products" Functionality (Doc ID 2569558.1)

Last updated on JULY 21, 2020

Applies to:

Oracle Customer Support - Version 12.2.6 and later
Information in this document applies to any platform.
This document provides the solution to the following issues in the 'More Products' screen:
. "Select A Valid Value. Click On Magnifying Glass." (Instance Is Valid)
. After selecting a Serial Number the Category field is left blank

Symptoms

Issue 1:
      Error in More Products page when selecting an Item Instance that is valid.
      "Select a Valid Value. Click on Magnifying Glass".

Issue 2:
     After adding an item to the More Products screen using a Serial Number, the Category field is left blank.


Errors:

For Issue 1:
          "Select a valid value. Click on Magnifying Glass."

For Issue 2:
          No error, but the Category is not populated.

Steps:

(R) Customer Support Specialist
(N) Agent Dashboard

Issue # 1:

 - User creates a new SR and assigns Instance Number 123 to it.
 - User selects More Product to add another Instance Number to the SR.
 - User selects the button to add another product.
    => The message appears asking the user to select a valid value.

 - User selects the magnifying glass as directed.
 - Three instances are listed. 123, 321, 456
 - User selects 123 and saves the record.
 - Then tries to add another product.
    => The same error occurs.

Issue # 2:
- Open SR
- Navigate to 'More Product' window
- Add a second row.

=> Item Category is not populated.


Business Impact:

Issue 1 : Unable to use multiple products.
Issue 2 : Unable to select a Problem and Resolution codes.

Cause

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In this Document
Symptoms
Cause
Solution
References


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