Extended Warranty contracts not created for complete quantity (Doc ID 365542.1)

Last updated on MARCH 08, 2017

Applies to:

Oracle Service Contracts - Version 11.5.9 to 11.5.10 [Release 11.5]
Oracle Service Contracts - Version 11.5.10 to 11.5.10.2 [Release 11.5]
Information in this document applies to any platform.

Symptoms

This issue occurred on different orders booked at different time periods and it is not consistently happening. Service contracts get created for only some of the products on the sales order.

When the product lines are fulfilled, all products properly flow to installed base like they should. All products have proper warranty contracts. But when we look at the extended service contracts created, we only see some of the products.

Example -
In one case, we have a sales order with two lines; first line (qty = 80) for product and second line for an extended service contract. Service line is linked to the product line on the order. Order shipped and all 80 units are in the installed base. However, only 74 of the serial numbers shipped are on the resulting service contract. Reprocess Order program in Service Contracts Manager responsibility shows only 74 lines processed with no errors.
The fact that "Reprocess Order" program only shows 74 lines tells us that OM did not interface all service contract lines into OKS.

BUSINESS IMPACT
Service contracts are not properly created with no warning.

Cause

Sign In with your My Oracle Support account

Don't have a My Oracle Support account? Click to get started

My Oracle Support provides customers with access to over a
Million Knowledge Articles and hundreds of Community platforms