Cannot Select Product for a Usage Line on a Service Contract (Doc ID 171496.1)

Last updated on OCTOBER 27, 2023

Applies to:

Symptoms

A covered product must be identified when entering a Usage Line on a Service Contract.  The list of values for the product is empty (or the desired product is not included in the list of values) when you attempt to select a product for the designated usage item.

Contract Entry Navigation Path:

1. Using the Service Contracts Manager responsibility, open the desired contract.
2. Open the Lines tab and open the Parties subtab.
3. Enter Line Type = Usage.
4. Select the Usage Name from the list of values.
5. Open the Pricing/Products subtab.
6. In the Products section of the form, select the product name from the list of values.

The product does not appear in the list.

These instructions describe how to setup a counter or counter template for a customer product that references the usage item identified on the usage line of a Service Agreement.

Note: If multiple counters are defined for the same customer product / usage item combination, the product will appear multiple times in the list of values (step 6 of the instructions noted above).  This allows you to maintain multiple counters for the same product and bill these services on separate sublines of a usage line of a Service Agreement.

Changes

Cause

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