Creating Service Contracts from Order Management

Consider the following tips for creation Service Contracts from OM:


Service agreements/extended warranties can be created as a result of selling a Service item on a sales order.  The process for creating the contract is different in 11i and R12.


In 11i the process uses the ASO queues as follows:
1. After the sales order is shipped, data is placed in ASO queues
2. Data is dequeued and OKS_REPROCESSING table is populated
3. The Service Contracts Order Capture Integration program must be run

In R12 the ASO queues are no longer used and the Service Contracts Order Capture Integration program is obsoleted.  The R12 process is:
1. after the sales order is shipped, data is placed directly in the OKS_REPROCESSING table
2. the Service Contracts Order Processing Program must be run

Notes:
(a) in both 11i and R12 the Workflow Background Process concurrent program must also be running, so that deferred workflows are progressed.
(b) in both 11i and R12 the contract creation will fail if there is an Install Base error and the referenced instance is not created. 

The following notes can help in the troubleshooting this process:

  • 12 How to Process Order Lines from Order Management to Create Service Contracts (Doc ID 785760.1)   
  • Flow for Troubleshooting Order Management/Service Contracts/Install Base Integration Issues (Doc ID 463912.1)  
  • Completed OM Service Lines Not Flowing To Service Contracts (Doc ID 375240.1)   
  • How to Create a Service Agreement From a Sales Order That Has a Third Party Role in the Contract (Doc ID 459262.1
  • How to create multiple extended warranty or service contracts from one sales order (Doc ID 406200.1)   

Comments:

Hi,

How do we automate the 3rd party warratnies. If we book an Order with service item has an 3rd party warranty -can we automate the IR & PO part? once the purchase confirsm we want to fulfill the rest of the order to the customer.

Posted by guest on April 16, 2013 at 02:50 PM EDT #

There is no standard way that you can create the warranty with the 3rd party as the vendor - it will always be created with vendor as the org from which the warranty was sold in the order. You may like to post your question to the Contracts and Lease Management community (https://communities.oracle.com/portal/server.pt/community/contracts_and_lease_management/292). Posting to the community will allow other contracts users and experts to view your questions and someone else may have developed a solution.

Posted by guest on April 16, 2013 at 06:44 PM EDT #

Service Contracts Order Processing program completing normal. But no contacts are created. Please let me know what probably might be wrong.

The request log shows :
conc_prog_id = 44787
conc_req_id = 759718
Source = Auto
Start of Reprocessing.....
The parameter value is ..ALL
Calling Get Order Details....
Inside procedure Get Order Details
Exiting Get Order Details
Get Order Details : l_return_status = S
ReProcessing Order Lines... Line count = 4
Updating record with Conc req id
Update Row : Return Status = S
l_return_status = S
Order line fulfilled..
Processing Order Line 1026
Service Ref Type Code ORDER
Service line Id 1025
ORDER : L_ORDER_CSR
ORDER HEADER ID EQLS : L_PROCESS TRUE
Cannot process line ...
Update Row : Return Status = S

Thanks.

Posted by guest on September 17, 2013 at 12:11 AM EDT #

Hi, You need to look at the Reprocess Order form to see if there is an error reported there. But this needs more investigation than we can do here. The best way to get this investigated is to post your question to the Contracts and Lease Management Community in My Oracle Support.

Posted by LuciaC on September 26, 2013 at 10:05 PM EDT #

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