Entitlements Search Not Finding Active Contract Sublines In Contact Center And Service Request Form (Doc ID 848627.1)

Last updated on SEPTEMBER 06, 2016

Applies to:

Oracle Service Contracts - Version 11.5.10.2 to 12.1 [Release 11.5 to 12]
Oracle Teleservice - Version 12.1.3 to 12.1.3 [Release 12.1]
Information in this document applies to any platform.
***Checked for relevance on 15-Aug-2013***



Symptoms

Sometimes active contract sublines are not found when searching for entitled contracts on the Entitlements Search form, or in the Contact Center and Service Request forms.

Although the contract and subline covering an item, product, customer account or site are active, the Entitlements search engine cannot find the right line.


Cause

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