iSupport - TeleService: Message "Item instance is mandatory." When Creating CMRO Service Requests

(Doc ID 415755.1)

Last updated on MARCH 28, 2017

Applies to:

Oracle iSupport - Version 11.5.10 to 12.2 [Release 11.5 to 12.2]
Oracle Teleservice - Version 11.5.10 to 12.2 [Release 11.5 to 12.2]
Oracle Customer Care - Version 11.5.10 to 12.2 [Release 11.5 to 12.2]
Information in this document applies to any platform.
***Checked for relevance on 27-Mar-2017***


Symptoms

When attempting to create a Service Request (SR) manually in TeleService or submit a Service Request in iSupport, an error occurs.

Error:

    Item instance is mandatory.


Steps:

(R) Service
(N) Service Requests > Create Service Requests

 - Select Service Request Type
 - Enter data
 - Save

-or-

(R) iSupport
(N) Homepage > Create Service Request link

 - Select Service Request Type
 - Enter data
 - Submit

 => Above error occurs.

Changes

Enabled Service Requests Types which have the Complex Maintenance flag enabled.

Cause

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