TeleService: Service Request Form Error: 'The contract is not valid.', Despite Contract Shows Entitled in Service Contracts (Doc ID 1667353.1)

Last updated on AUGUST 01, 2017

Applies to:

Oracle Teleservice - Version 12.1.3 to 12.1.3 [Release 12.1]
Information in this document applies to any platform.

Symptoms

Service Request shows that a Contract is not entitled, whereas Service Contracts shows the Contract is entitled.

In the Contact Center form:

 - The contract shows as 'Active' in the Dashboard drill down section.
 - After selecting the Item Instance in the Installed Base tab for a specific Serial Number to create Service Request, the Contract LOV is empty.
 - After searching the Contract, it can be selected, but when saving, users get an error: 'The contract is not valid.'

In Service Request form:

 - Create SR using the covered product (Item Instance)
 - In the Subject tab, all the related information for the Instance is correct but the Service Contracts region is empty.
 - When trying to select the Service Contract after selecting the option 'Get All Contracts', an error pops up: 'Not Entitled'.

Error:

API Error (CS_SERVICEREQUEST_UTIL.contracts_cross_val):
The contract is not valid.
Please check the values for the following: service request type, inventory item, instance, account and install site.

Steps:

(R) Service Contract
 - Product coverage.

(R) Service
 - SR created on serial number of item instance.
 - Contract, line, and sub-line are active and SR date within start and end date of sub-line.
 - Go to Contact Center
 - Create Service request and enter serial number covered by contract.

 => Error is displayed.

What is Working:

- The Contract is visible and entitled in Service Contracts responsibility.

Cause

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