Service: 'Get Contracts' Button in Service Request Form Does Not Return Any Contracts (Doc ID 177740.1)

Last updated on DECEMBER 11, 2016

Applies to:

Oracle Teleservice - Version 11.5.10 to 12.1.3 [Release 11.5 to 12.1]
Information in this document applies to any platform.
***Checked for relevance on 11-DEC-2016***

Goal

(R) Customer Support (in 11i) or Service (in R12)
(N) Service Requests > Create Service Requests
(N) Customer Management >  Contact Center : Service Request Tab

When creating a Service Request either directly in the Service Request form or in the Contact Center - Service Request tab, the user clicks the 'Get Contracts' button but:

 - There are not any Contracts returned or
 - Some of the Contracts are not retrieved.

User has verified that there are indeed contracts associated with the customer and/or product.

Solution

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