Instance Configuration and Instance Details button grayed out

We are implementing the service module and have a strange occurance. When opening the Find Service Request form (CSXSRISR) in the Subject tab the buttons Instance Configuration and Instance Details use to be active upon entry into the screen, they have suddenly become disabled (grayed out). If we click on TOOLS2 and select Search Item Instance we get another form. We click on OK and get a message about what we are going to do is going to change the existing values in product region. We click on Cancel and the Service Request redisplays with the 2 buttons now active.

What did we do or how do we make these 2 buttons active at all times?