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When creating a new Customer Support Order based on a Serial or Tag, we expect an Open Calls Lookup to appear. It seems that this only appears if a serial match is found and selected from the list.

The Open Calls Popup will not show if a valid Serial or Tag is entered, and then the enter key is pressed. It will show up if the Serial or Tag is entered and selected from the dropdown list, or if the item in the dropdown list is highlighted and then enter is pressed.

Is this expected behavior, or a bug?

https://x3200.media/DuplicatesBug.mp4

Hi Chris,

 

I think this is also a bug. The open calls pop-up is supposed to show without clearing the selection lookup.

Please create a support ticket.

 

Regards,

Joshua

Thanks Joshua. I’ve been advised that behaviour might be a bit different in our environment due to a past customization. I’ll raise this through the proper channels :)

Hi Joshua,

Is there a setting to enable this pop-up?  Currently in our environment the user needs to manually click on the telephone icon if it is visible to bring up the open calls for that serial number.  I checked the Workflow and Prompts modules but no luck finding a setting related to this.  We are running v15.4 SU2.

Thanks,-
-Nick

Hi Nick,

 

Standard Alliance does not show auto open order pop-up when user is entering serial number.

It is a customisation to display the open order pop-up (if any) as soon as user enter serial number. 

 

Regards,

Joshua

Thank you Joshua for clarifying.

 

Regards,
-Nick

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