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Field Service Create Shows Transferred Item Instances (Doc ID 2571380.1)

Last updated on JULY 14, 2020

Applies to:

Oracle Installed Base - Version 12.1.3 and later
Information in this document applies to any platform.

Symptoms

ACTUAL BEHAVIOR
---------------
When creating a new SR for a customer in the Service Request form, after the user enters customer information and then uses wildcard ('%%') in the SERIAL field to show owned IB instances for that customer, the Item Instances that have been manually re-assigned in IB are still showing in the LOV.

EXPECTED BEHAVIOR
-----------------------
Expect to see only those Item Instances that are owned by the customer.

STEPS
-----------------------
The issue can be reproduced at will with the following steps:
(R) Service
(N) Service Requests > Find/Create Service Requests
Enter Customer
Enter %% in the Serial field

Manually re-assigned values in IB are showing in the LoV

BUSINESS IMPACT
-----------------------
Due to this issue, users are seeing incorrect IB instances in the Serial Number LoV.

Cause

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In this Document
Symptoms
Cause
Solution
References


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