Flow for Troubleshooting Order Management/Service Contracts/Install Base Integration Issues (Doc ID 463912.1)

Last updated on FEBRUARY 02, 2022

Applies to:

Purpose

A common business flow is to create install base instances and service contracts/warranties from Sales Orders in Order Management.   The purpose of this note is to provide a step by step approach to troubleshooting situations where the contract and/or the install base instance is not created. The steps listed should be used in conjunction with the Notes referenced to try to troubleshoot the cause of the problem and resolve the issue.

There are 3 flows in this Note:

Flow A: for versions 11.5.10 (Pre <Patch 4896039>) and 11.5.9 (Pre <Patch 4939095>) Where the Order has No Shippable items – Extended Warranty Only

Flow B: for versions 11.5.10 (Pre <Patch 4896039>) and 11.5.9 (Pre <Patch 4939095>) Where the Order has Shippable items

Flow C: for versions 11.5.10 (Post <Patch 4896039>) and 11.5.9 (Post <Patch 4939095>)

<Patch 4939095> (11.5.9) and <Patch 4896039> (11.5.10) introduced a change in the extended warranty creation process.  Prior to these patches, any services sold along with goods in a Sales Order were getting interfaced to Service Contracts during warranty creation that happens along with item instance creation in IB,  these patches decouple this process and the Service Contracts Order Capture Integration program is used instead.

Troubleshooting Steps

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