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Service: Service Request Form Does Not Show The Contracts For All Subcomponents (Doc ID 837518.1)

Last updated on FEBRUARY 06, 2022

Applies to:

Oracle Customer Care - Version 12.0.5 and later
Information in this document applies to any platform.


-- Problem Statement:
When creating service request using Service Request or Contact Center form , they do not display the active contracts for installed Base sub components (child instances)

A customer has 2 instances. (instance #1, instance #2). There is a relationship defined for these in Installed Base. Instance #2 is child of instance #1.

Open the Create service request form.
Enter the instance number #1 in the instance field..
On the Subject tab, in the component field they enter instance #2.

When they select 'Get contracts' they do not see the contract for instance #2. They are expecting to see this.

Expect that contracts for sub components will be displayed in the form.

-- Steps To Reproduce:
The issue can be reproduced at will with the following steps:
1. Open contact center form.
2. enter customer.
3. all contracts are not displayed.




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