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.
On : 12.1.3 version, Contact Center
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'.
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.
The issue can be reproduced at will with the following steps:
(R) Service Contracts Authoring
(N) Create Service Contracts
Please refer the original SR 3-9714848861 opened on this issue.
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