SAP Knowledge Base Article - Public

2699750 - Error Message: Serial ID 123 not unique. Please enter a Product.

Symptom

You are creating a Ticket and when you add Serial ID 123 (123 represents the number of the Serial ID) and the error message "Serial ID 123 not unique. Please enter a Product." is thrown.

Environment

SAP Cloud for Customer

Reproducing the Issue

  1. Go to the Service work center.
  2. Open the Tickets view.
  3. Click on New.
  4. On the Serial ID field, select the Serial ID 123.

Error message "Serial ID 123 not unique. Please enter a Product." is thrown.

Cause

When creating the Ticket using the quick create, system will validate if the Serial ID is unique or not. In case it is not, confirmation from the Product ID is needed.

Resolution

For that cases, please add the Product ID before the Serial ID.

A possible workaround is to stop using the quick create for Tickets. To do so:

  1. Go to the Administrator work center.
  2. Select the Service and Social view.
  3. Click on Ticket Configuration.
  4. Check the box Create tickets in detail view.
  5. Save and close.
  6. Log off and log in the system again.

Keywords

Serial ID ; Unique ; Product ID ; Ticket ; Creation ; QC ; Error message , KBA , LOD-CRM-SRP , Service Request Processing , How To

Product

SAP Cloud for Customer all versions