Service Request - Contract Eligibility: Issues When Trying to Select 'Signed' Contracts
(Doc ID 429441.1)
Last updated on FEBRUARY 06, 2022
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 |