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Usage of Profile Option: 'Service: Contracts Sort Order' (Doc ID 824243.1)

Last updated on JULY 21, 2020

Applies to:

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


Goal

When two Service Requests are created for same customer and same system on consecutive days, the system pulls up different Service Contracts, when it is expected to pull the same Service Contract.

How does the Service Request pull service Contracts when there are more than one contract active against it?

For instance: 
- Contract 1 (Active) is from Jan 1st to March 31st.
- Contract 2 (Active) is from Feb 2nd to April 30th.

If a Service Request is created on Feb 25th:
Which contract will be defaulted in the Contract Number field?
(Block.Field = INCIDENT_TRACKING.CONTRACT_NUMBER).

Solution

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In this Document
Goal
Solution
References

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