2676275 - Contract Header Determination For Ticket Header Independent From Contract Item Determination For Ticket Item

You have created a Contract and activated it. When creating a Ticket and selecting this Contract manually on the header level, fields Contract and Contract Item are empty under Items in Service and Repair facet.

SAP Cloud For Customer

Prerequisites: You have already created a Contract and activated it. You have also created a Ticket with Contract maintained on the header level and Item maintained under Service and Repair facet.

1. Go to the Service work center.
2. Go to the Tickets view.
3. Open Ticket ABC (ABC represents the Ticket ID).
4. Go to Service and Repair tab.
5. Click the Item line to see General Data tab.
6. Notice that fields Contract and Contract Item are empty.

You expect this fields to have values since Contract field has value on the Ticket header level.

This issue occurs because the Contract determination of the Contract header for the Ticket header is independent from the Contract Item determination for the Ticket Item. There is no relation between the Contract determination and the Contract Item determination.

This is expected system behavior. It is possible to determine a Contract Item from a different Contract as at the Ticket header. If there is exactly one Contract or Contract Item determined, it is assigned automatically. If there is more than one applicable Contract, it has to be assigned manually. In this case, the Contract Item has to be assigned manually in the Ticket Item.

What's New in SAP Cloud for Customer > Service > Contracts

Ticket, Contract, Item , KBA , LOD-LE-COP-SRV , Service Contract , LOD-CRM-SRP , Service Request Processing , Problem