In iSupport,when reg. product is selected for SR creation, serial # & incident address not populated
While creating ticket in iSupport using standard SR creation process, a registered product/serial number is selected. When product is selected, serial number does not get populated and when serial number is selected, product does not get populated.
Incident address is also not updated based on the selected instance record. It keeps the customer's identifying address in the incident address field
Product, serial number, and incident address are all correctly populated when SR creation process is started in install base page.
Client would like the same functionality in standard process. The questions are:
(2) Why does both product and serial number get populated in problem description page of iSupport when "Create Service Request" is started from install base page but when the standard process is followed create SR. User selects request type--> selects product or serial number (registered product), only product field is populated but not serial number or vice versa.