Service HTML: Customer Contacts Unable To Update Service Request if Contract Linked To the SR Is Expired
(Doc ID 2414029.1)
Last updated on JULY 21, 2020
Applies to:Oracle Customer Support - Version 12.2.6 and later
Information in this document applies to any platform.
Customer contacts not able to update SR / Add Note if contract linked to SR is expired.
Customer contacts are not able to update the Service Request (SR) from Agent Dashboard or iSupport if the contract associated with the SR has been expired.
Since customers have limited access to SR data, they should be able to update the SR's even if the contract associated with the SR has been expired.
API error (CS_SERVICEREQUEST_UTIL.contracts_cross_val): The contract is not valid.
Please check the values for the following: service request type, inventory item, instance, account and install site.
(R) Customer Support Specialist
(N) Agent Dashboard
For Example Query SR XXXX
. Incident reported date: 21-JUL-2017 15:02:36
. Incident Time: 21-JUL-2017 15:02:36
. Contract YYYY: Status = Expired
- Start date = 01-MAY-2017
- End date = 31-AUG-2017
What is Working:
It is possible to update the same SR from the Service Request form (CSXSRISR.fmb).
To view full details, sign in with your My Oracle Support account.
Don't have a My Oracle Support account? Click to get started!
In this Document