When creating a ticket, you enter a serial ID, which is assigned to more than one registered product, and you face the following error message.
"Serial ID XYZ is not unique. Please enter a product" (XYZ represents the ID of the Product).
SAP Hybris Cloud for Customer
Reproducing the Issue
- Go to the Service workcenter.
- Go to the Tickets view.
- Click on New button.
- Enter the Serial ID (Which is assigned to more than one product).
- You face the error "Serial ID XYZ is not unique. Please enter a product".
2565807 - Error Message: Serial ID XYZ is Not Unique. Please Enter a Product.
This is the system expected behavior.
When there are multiple Serial ID for different registered product, then the registered product has to be selected first in the ticket creation, then you can select the Serial ID.
If you want this changed, you may contact your implementation manager to help with such request or approach directly the SAP Cloud Service Center (firstname.lastname@example.org).
Note: The services of the SAP Cloud Service Center will be charged as packaged services based on fixed prices.
An alternative option may be to check the SAP Hybris Cloud for Customer Ideas Forum to submit an idea: https://influence.sap.com/SAPCloudforCustomer.
More information on the scenario can be found on the Knowledge Based Article: 2565807 - Error Message: Serial ID XYZ is Not Unique. Please Enter a Product.
Product; Ticket; Serial ID; Quick Create; Unique; , KBA , LOD-CRM-SRP , Service Request Processing , How To