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Service Request: Cannot Find Serial Number / Instance which is Current In Installed Base (Doc ID 549239.1)

Last updated on JULY 14, 2020

Applies to:

Oracle Teleservice - Version 11.5.10.2 and later
Information in this document applies to any platform.
CSXSRFND.fmb


Symptoms

For certain customers, the Serial Number (SN) is shown as current in Install Base.
When creating an Service Request and clicking on the Flashlight next to the Instance field to choose the Instance and SN, neither the serial number nor instance are found in the search.

The Party selected in the form is NOT a Related Party, but the owner of the Instance.

EXPECTED BEHAVIOR
The Instance should appear in the Search Item Instance form.

WHAT IS WORKING
The Instance does show up in the LOV, but not in the Search Item Instance (Flashlight).

-- Steps To Reproduce:
1. Open Create Service Request form.
2. Enter Customer Name or Account Number.
3. Click on Flashlight button next to Instance field.
4. Serial Number which shows in Install base as Current is not found in the list.

Cause

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In this Document
Symptoms
Cause
Solution

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