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How to Add Extended Warranty for Child Customer on Serial Whose Instance Owner is Parent (Doc ID 2369188.1)

Last updated on MARCH 20, 2018

Applies to:

Oracle Order Management - Version 12.1.3 and later
Information in this document applies to any platform.

Symptoms

ACTUAL BEHAVIOR

We have a Leasing Process defined in Order Management where we have Outsourced selling of Rented/ Loaned instruments to customer through a separate customer "XXXX Leasing".
We have created order for Leasing Type Order type for customer "XXXX Leasing" and taken Bill to address for XXXX Leasing and Ship to address for child customer and shipped the instrument.
Now, we want to add extended warranty through Order Management for this instrument with Child Customer but while creating sales order for warranty (service agreement)

Case 1.1
Taken customer name = XXXX Leasing and added Service Item for service reference order / customer product for above shipped instrument
then run the respective program in Service Contract to create warranty and it has created warranty line for parent customer 'XXXX Leasing',
while it is expected to be created for Child customer whom we have shipped the instrument (ship to customer).

Now, we need to add/ extended warranty to this shipped instrument and so we have created another sales order for extended warranty with customer = XXXX Leasing
and when adding Service Reference Type as Order or Customer Product then it shows those orders or customer products which have instrument owner as XXXX Leasing.
Then we have selected the shipped order and closed the order line and run the program to create service warrant in service contracts and it has created Service Contract for XXXX Leasing with warranty line added with it.
But we need this warranty line should be created for Child customer BBBB Laboratory.
So, we assume that if during sales order creation for extended warranty if in Service Reference Type for Order or Customer Product if we can select child customer ( BBBB Lab..) orders or customer products also
then it may allow to create warranty line for child customer in service contracts.

Case 1.2
Taken customer name as for Child customer and while adding service item then in service ref order / customer product we are not able to see above such instrument.

Our objective is just to create extended warranty with child customers for above such instruments through Order Management.
These are related customers as we have Customer = XXXX Leasing & related customer is BBBB Laboratory Service Inc.
And we have ship to for BBBB Laboratory Service Inc. and bill to XXXX Leasing while shipping instrument through Order Type = 'CCCC IN-Field Sales'.
Where we are saying XXXX Leasing as Parent while BBBB Laboratory Services Inc as Child customers.

We tried to create sales order line to add extended warranty with Customer = BBBB Laboratory Service INC. and in service ref type for Order or Customer Product trying to see Orders / Customer Product with Instrument Owner as XXXX Leasing (Parent Customer )
but we can see here only orders / customer products for BBBB Laboratory only, so we can't choose here that instrument which we have shipped for customer Marlin Leasing in starting and not able to add warranty for that instrument. 

How can we add extended warranty to child customer for the instrument whose owner is parent under such cases ?


EXPECTED BEHAVIOR
Expect ability to add extended warranty to child customer for the instrument whose owner is parent under such case.

Cause

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