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Duplicate Records Listed On The Entitlements Tab Of Update Service Request HTML Page (Doc ID 2644592.1)

Last updated on MARCH 02, 2020

Applies to:

Oracle Customer Support - Version 12.2.8 and later
Information in this document applies to any platform.

Symptoms

On : 12.2.8 version, Service Request Form

ACTUAL BEHAVIOR
---------------
Duplicate Records listed on the Entitlements tab of Update Service Request HTML Page

EXPECTED BEHAVIOR
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Expect system to to display only one record which has covered the serial number entered on the service request.

WORKAROUND IF ANY
---------------------------------
User to select one of the multiple duplicate contract records displayed

STEPS
-----------------------
The issue can be reproduced at will with the following steps:
1. Login to Applications
2. Go to Service Responsibility
3. Navigate to Customer Management-->HTML Contact Center-->Create Service Request.
4. Enter serial number or instance number on the service request and enter all the mandatory fields on the create service request screen click on save and close.
5. Search the service request and navigate to entitlements tab to select contracts

Observe that duplicate records of same contract numbers are displayed to select.


Changes

 

Cause

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In this Document
Symptoms
Changes
Cause
Solution
References


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