SAP Knowledge Base Article - Public

2663355 - How to Check Why Service Contract is Not Determined

Symptom

The service contract was not automatically determined in a ticket and you want to know why.

Environment

SAP Hybris Cloud for Customer

Cause

This is the expected system behavior.

Resolution

In order to check why the service contract was not determined you can use the following steps:

  1. Go to the Administrator work center.
  2. Select the Service and Social view.
  3. Click the Contract Determination Log hyperlink, under the Contract Support section.
  4. 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.

Keywords

Ticket, Contract Determination Log, Service Contract. , KBA , LOD-LE-COP-SRV , Service Contract , LOD-CRM-SRP , Service Request Processing , Problem

Product

SAP Cloud for Customer add-ins all versions