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The Serial Number Is Not Displayed In The FSTP Dasshboard Service Request Details Page (Doc ID 2572535.1)

Last updated on JULY 14, 2020

Applies to:

Oracle Field Service - Version 12.2.6 and later
Information in this document applies to any platform.

Symptoms

On : 12.2.6  Field Service Engineer Portal

ACTUAL BEHAVIOR
---------------
A service request can be created in iSupport with an 'free text' serial number. This serial number is not stored in Install base.    When viewing the service request in the Create service request form the serial number is displayed.
However when viewing the SR in FSTP the serial number field is blank.

EXPECTED BEHAVIOR
-----------------------
The expectation is that the service request details screen will show all serial numbers  not just serial numbers from Install base.

STEPS
-----------------------
The issue can be reproduced at will with the following steps:
1. Create an SR in iSupport with a free text serial number
2. Create a task for the serial number
3. View the SR from the Field service technician portal.  Select the the SR details link. 
4. The Serial number is NULL.

Changes

 

Cause

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In this Document
Symptoms
Changes
Cause
Solution


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