The service contract was not automatically determined in a ticket and you want to know why.
SAP Hybris Cloud for Customer
This is the expected system behavior.
In order to check why the service contract was not determined you can use the following steps:
- Go to the Administrator work center.
- Select the Service and Social view.
- Click the Contract Determination Log hyperlink, under the Contract Support section.
- Enter the relevant ticket ID in the search field.
You get the log for the affected ticket and look up the details why the contract was not determined.
Ticket, Contract Determination Log, Service Contract. , KBA , LOD-LE-COP-SRV , Service Contract , LOD-CRM-SRP , Service Request Processing , Problem