Usage/Subscription Contracts Do Not Appear In Contracts Link From View Customer Customer Product (Doc ID 343372.1)

Last updated on SEPTEMBER 06, 2016

Applies to:

Oracle Installed Base - Version 11.5.10 to 12.1.3 [Release 11.5 to 12.1]
Oracle iSupport - Version 11.5.10 to 12.1.3 [Release 11.5 to 12.1]
Oracle Teleservice - Version 11.5.10 to 12.1.3 [Release 11.5 to 12.1]
Information in this document applies to any platform.
FORM:CSXSRISR.FMB - Create Service Requests
JSP:csiContractsMain.jsp - Contracts Link in View Customer Product page


Symptoms

Create a Service Agreement that has a single contract line, a usage (or subscription) line.  The
following problems are observed when trying to view this contract from other application forms and
web pages:

1.  The contract cannot be viewed from a Service Request:

- Using the Customer Support responsibility, navigate to Service Requests -> Create Service Requests

- Create a request.  In the Instance field, select the product for which the Usage Line was created.

- The contract does not appear in the List of Entitled Contracts.  It does not appear when 'All
Contracts' are selected.


2.  The contract cannot be viewed from the View Customer Product page.

- Using the Oracle Install Base Service User, navigate to View Customer Item Instances.

- Query the desired product.

- Open the Contracts link.  The contract does not appear in the list of contracts.


3.  The contract cannot be viewed from the Products page in iSupport:

- Using the iSupport responsibility, navigate to Products -> Summary.

- Query the desired product.

- Open the Contracts link.  The contract does not appear in the list of contracts.

Cause

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