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Service Contracts with Usage and Subscription Lines do Not Display in Other Products as Expected (Doc ID 343372.1)

Last updated on APRIL 01, 2019

Applies to:

Oracle Installed Base - Version 11.5.10 and later
Oracle iSupport - Version 11.5.10 and later
Oracle Teleservice - Version 11.5.10 and later
Oracle Service Contracts - Version 11.5.10 and later
Information in this document applies to any platform.

Symptoms

Create a Service Contract that has a single 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 Service Request. In the Instance field, select the product for which the Usage or Subscription 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 Item Instance cannot be searched for from the View Customer Product page using the Contract Number.

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

- Query for the product using the Contract Number.

- The product is not found.


4.  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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In this Document
Symptoms
Cause
Solution
References

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