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Service Request - Contract Eligibility: Issues When Trying to Select 'Signed' Contracts (Doc ID 429441.1)

Last updated on JULY 21, 2020

Applies to:

Oracle Customer Care - Version 11.5.10.2 to 11.5.10.2 [Release 11.5]
Oracle Teleservice - Version 11.5.10 to 11.5.10.2 [Release 11.5]
Information in this document applies to any platform.

Symptoms

In Service Contracts Manager:
 - Created a Contract for a Customer.
 - The Contract is set to start on a future date.
 - The Contracts Setup for Statuses shows the 'Signed' status Eligible for Entitlement for the Line.

In Customer Support:
 - Went to Contact Center to Create SR and associate it with this Contract.
 - It does not show 'Signed' contracts when you click on the Contracts LOV.
 - Selected 'All contracts' and was able to see and select the contract.

However, when clicking on the Save icon, the SR does not save and you get the following error:

Error

Contract is not valid.
Please check values for the following Service Request type, inventory item, instance, account and install site.
API programming error: CS_ServiceRequest_Util.contracts_cross_val

Steps To Reproduce

(R) Service Contracts Manager
- Create a Contract for a Customer.
- Set the contract to start on a future date.
- Setup for Statuses: mark 'Signed' status as 'Eligible for Entitlement' for the Line.

(R) Customer Support
(N) Customer Management -> Contact Center
- Create SR and associate it with this contract.
- It does not show 'Signed' contracts when you click on the Contracts LOV.
- Selected 'All contracts' and was able to see and select the contract.
- Save the SR and get the error.

Cause

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In this Document
Symptoms
Cause
Solution
References

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