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Cannot View Contract Details For Expired Contracts From Agent Dashboard (Doc ID 2441812.1)

Last updated on AUGUST 30, 2018

Applies to:

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

Symptoms

On : 12.2.6 version, Agent Dashboard

ACTUAL BEHAVIOR
---------------
In the Agent Dashboard (HTML), under the Service Request Products, when selecting an item instance or a serial number that has an expired contract, the View Contract Details button is greyed out.

The expired contract can be viewed from the Agent Dashboard in the Entitlements and Deadlines, however the product has to be the PRIMARY product in order to view the item with the expired contract.

EXPECTED BEHAVIOR
-----------------------
Expect the Expired Contact to be visible from the Agent Dashboard.

STEPS
-----------------------
The issue can be reproduced at will with the following steps:
(R) Customer Support Specialist
(N) Home > Agent Dashboard
Query SR

The Contract with Expired status cannot be seen.


Cause

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In this Document
Symptoms
Cause
Solution
References


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