Contracts Inv_organization_id to Override 'oks: Contracts Validation Source' Profile (Doc ID 2122906.1)

Last updated on APRIL 01, 2016

Applies to:

Oracle Customer Care - Version 12.1.3 and later
Information in this document applies to any platform.

Symptoms

On : 12.1.3 version, Contact Center

ACTUAL BEHAVIOR
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Preventive Maintenance Service Requests are created using the Preventive Maintenance Build Units and Effectivities and few other oracle processes for stand-alone Service Contracts. Since the profile option 'OKS: Contracts Validation Source' value is set to Install Base, the Item Validation Organization set in OM is what gets defaulted for the service contracts and subsequently service requests. As a result, Contact Center doesn't display these Service Requests. Contact Center only displays those SRs whose inventory organization matches the value of the profile 'Service: Inventory Validation Organization'.

EXPECTED BEHAVIOR
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Expect the Service Contracts to have inventory organization set to responsibility-specific Inventory Organization or Inventory Organization for the profile option 'Service: Inventory Validation Organization' set at the responsibility level which would in turn result in Contact Center displaying all the corresponding Service Requests created from that specified Inventory Organization.

STEPS
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The issue can be reproduced at will with the following steps:
(R) Service Contracts Authoring
(N) Create Service Contracts

NOTES
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Please refer the original SR 3-9714848861 opened on this issue.

Cause

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