SAP Knowledge Base Article - Public

2588837 - You Receive a Message 'Active but inapplicable contract ABC' When Creating a Ticket

Symptom

You receive the information message 'Active but inapplicable contract ABC' when creating a new Ticket (ABC represents contract name).

Environment

SAP Hybris Cloud for Customer

Reproducing the Issue

  1. Go to the Service work centre.
  2. Go to the Tickets view.
  3. Click on the New button.
  4. Enter an account and press enter.
  5. Observe the information message shown.

Cause

This is standard system behaviour.

Contracts are divided into the following status areas:

  1. Ready.
  2. Blocked.
  3. Obsolete
  4. Active.

Active contracts are divided into the following areas:

  1. Most applicable contract.
  2. Applicable contract.
  3. Inapplicable contract.

The determination of the most applicable contracts depend on the entries in the ticket: Customer, Product, Serial Number.

  1. If Customer, Product and Serial Number is entered then the system finds the contract with all included.
  2. If no Serial Number is entered, the contract with serial numbers is inapplicable. The system finds the contract with the Product.
  3. If no Serial Number or Product is entered, the contract with serial numbers or products is inapplicable. The system finds the contract with the Customer.

Resolution

You should enter all of the relevant information into the Ticket QC (Quick Create) when creating a new ticket.

Keywords

serial number, contracts, inapplicable, ticket, service , KBA , service , ticket , contract , message , create , inapplicable , LOD-CRM-SRP , Service Request Processing , How To

Product

SAP HYBRIS C4C CORE all versions