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Error 'Service Tag - Select A Valid Value' While Updating Service Request With SerialNumber (Doc ID 2914819.1)

Last updated on FEBRUARY 02, 2023

Applies to:

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

Symptoms

When attempting to update service request with serial and tag number,
the following error occurs.

ERROR
-----------------------
 "Service Tag- Select a valid value".


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

1. Created a service request
2. Navigate to (R) Service > HTML contact center page. Search the SR number, clicked on the hyper link to navigate to update service request page.
3. Entered serial number in the serial number field and selected the valid serial number xxxxxx.
4. Value (32) from the external reference field in the instance is auto populated on the service tag field.
5. Getting mentioned error when clicking on apply button.

Note:
In this case the value in the external reference is 32. When clicked on service tag field LOV, it lists three serial numbers including the current serial number on the SR.
And other two serial numbers having the external reference field starting with 32 .. for example: 325 and 324.
If a different serial number is selected corresponding external reference 3245 is updated and no error is raised.

 



Changes

 

Cause

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In this Document
Symptoms
Changes
Cause
Solution
References


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