SAP Knowledge Base Article - Public

2682738 - Contract Item is not Copied Over to the Ticket even when Contract is determined in the Ticket header level

Symptom

When you create a Ticket and a Contract is determined or added  at the Ticket header level  but the contract items are not copied over as Ticket items.

Environment

SAP Hybris Cloud For Customer

Reproducing the Issue

  1.  Go to Service work center
  2.  Go to Tickets view and create a new Ticket DEF (Where DEF represents Ticket ID).
  3.  Open the Ticket DEF 
  4.  Now on the  Contract field in the header, select any active Contract with items.
  5.  Add the Contract to the ticket 
  6.  Navigate to the Service and Repair tab.

Result:  You will see that the Contract items are not copied over to the Ticket  item section.

Cause

Contract determination in header and Contract determination at item level are independent of each other.

The Ticket item will not be copied over from the Contract Item. Contract item determination starts only after you enter an Item in the Ticket. If a Contract Item is determined then the relavant attributes like Coverage,Pricing etc will be copied over from the Contract Item to a Ticket Item.

Resolution

This is an expected system behavior.

You can also refer the KBA 2676275 for some additional information regarding this behavior.

See Also

  • The Administration Guide (Configuring Contracts)
  • Customer User Stories (Service Contracts)
  • Customer User Stories (Contract FAQs)

Keywords

contract determination, Ticket item , KBA , ticket , contract , item determination , LOD-CRM-SRP , Service Request Processing , Problem

Product

SAP Cloud for Customer add-ins all versions