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Error "Select a Valid Value. Click on Magnifying Glass" When Updating Product Details (Doc ID 2734246.1)

Last updated on DECEMBER 04, 2020

Applies to:

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

Symptoms

On : 12.2.6 version, Service Request Page

ACTUAL BEHAVIOR
---------------
When updating Resolution Type under SR More Products region, system is showing below message for the serial number field.
  "Select a Valid Value. Click on Magnifying Glass"

Also the second product/row is displaying the same serial # as product 1.
Once the same serial number value is selected from the search popup, the messages not displaying and allow to save the changes.



EXPECTED BEHAVIOR
-----------------------
When updating a field in more products , we shouldn't get the error for serial number which are exisisting.

STEPS
-----------------------
The issue can be reproduced at will with the following steps:

1. Navigate to (R) Customer Support Specialist > Agent Dashboard
2. Search SR# XXXX
3. Update HTML Service Request Screen opens
4. Click on More Products
5. Update the Resolution Type . The mentioned message appears under Serial Number field
6. The second product/row that was added now is displaying the same serial # as product 1.Then instance ID #s remain different.
7. Click on the magnifying glass and quick select the correct serial #
6. Both serial #s updated to the serial # selected in the quick select
8. Save
9. Serial #s and Instance numbers are now correct.



Cause

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In this Document
Symptoms
Cause
Solution
References


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