SAP Knowledge Base Article - Public

2590394 - The Wrong Contract is Auto Associated to an Recently Added Item Into Tickets

Symptom

When you add an item to a ticket, a contract is auto assigned to it, even that this item does not belong to the contract.

Environment

SAP CLOUD FOR CUSTOMER 1711 / 04

Reproducing the Issue

  1. Go to the Service work center.
  2. Go to the Tickets view.
  3. Open ticket XXX (XXX represents the ID of the ticket).
  4. Go to the Service and Repair tab.
  5. Under Items section click on Add button.
  6. On value help search product YYY (YYY represents the ID of the product).
  7. Click on Add.
  8. The new item will be added to the Items list.
  9. Select the recently added item.
  10. Go to the General Data tab.
  11. Contract ABC (ABC represents the name of the contract) was automatically associated with item YYY even that it does not belong to the contract ABC.

Cause

This is the system expected behavior and is occurring because the Contract Item is maintained with the wrong contract information.

Resolution

In order to adjust this behavior, please change the Contract Item to the correct one.

Keywords

Contract; Item; Ticket; Product; Service and Repair; , KBA , LOD-CRM-SRP , Service Request Processing , How To

Product

SAP Cloud for Customer add-ins all versions