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Parent Instance Is Not Automatically Filled In Installation Details (Doc ID 791021.1)

Last updated on FEBRUARY 06, 2022

Applies to:

Oracle Teleservice - Version to [Release 11.5]
Information in this document applies to any platform.
This problem can occur on any platform.


When we create a parts order from the charges in an SR and specify the to-be-replaced item instance information in the Item Instance tab and submit the order, the Parent Instance field in the Non-Source Transaction Details tab of the Installation Details for the line item in the order
is empty.

Parent Instance field in Installation Details for order line item should automatically populate.


The issue can be reproduced at will with the following steps:
1. As Technical Support responsibility create parts order from Charges tab in an SR, specify to-be-replaced item instance info in Item Instance tab of charges. Submit order.

2. As Order Management User go to line for that item in the order and bring up installation details. In non-Source Transaction Details tab, the item instance info for the to-be-replaced
item is populated *except* for the parent instance. When the order is shipped the item does not get put into the parent/child relationship in the install base.

3.The parent instance field should populate automatically since the to-be-replaced item does have a parent in the install base and we want the shipped item to automatically get put into the correct parent/child relationship.




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