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Service HTML: Customer Contacts Unable To Update Service Request if Contract Linked To the SR Is Expired (Doc ID 2414029.1)

Last updated on JUNE 21, 2018

Applies to:

Oracle Customer Support - Version 12.2.6 and later
Information in this document applies to any platform.

Symptoms

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.

Expected Behavior:

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.

Error:

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.

Steps:

(R) Customer Support Specialist
(N) Agent Dashboard

 Query SR 215112
     . Incident reported date: 21-JUL-2017 15:02:36
     . Incident Time: 21-JUL-2017 15:02:36
     . Contract US001: 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).

Cause

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