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 #

Is there a separate Service Order format that can be used in R12. I have noticed organizations using Purchase order format for service orders as well !! This is creating un-necessary additional approvals which are not needed for a Service Order/Contract.

Where can I find the details of this? Can I contact someone from R12 support?

Posted by Rao on November 02, 2014 at 06:28 AM EST #

Hi Rao,
Thanks for your comment.

This post is specifically about the creation of Service Contracts from OM. Sounds like you are talking about something different.

The best way to get your question answered is to post to the Contracts and Lease Management Community in My Oracle Support (https://community.oracle.com/community/support/oracle_e-business_suite/contracts_and_lease_management).

Posted by LuciaC - Oracle on November 04, 2014 at 01:45 AM EST #

i want to send the mail about the problems facing in order format. to whom should i sent? can meet somebody in person to explain? preferably at Bangalore.

with regards,

Posted by G L NARASIMHARAOguest on November 04, 2014 at 10:07 PM EST #

Hi,

If you have a valid My Oracle Support account then you can ask your question in the Community and we will be happy to help - or you can always log a Service Request with Oracle Support. But I'm afraid that we can't offer detailed Support help unless you have a valid Oracle Support contract.

Regards,
Lucia.

Posted by LuciaC - Oracle on November 05, 2014 at 07:58 PM EST #

Can you please let me know how is Service Contract and Order management related and how Service Contracts are being sold

Posted by guest on December 03, 2014 at 12:59 PM EST #

Hi,
You can sell service items in order management by adding a service line to the sales order. When the order is processed this line becomes a service contract. Take a look at this blog post which has more information and links to useful documents: Why Doesn't My Sales Order Generate A Contract? (https://blogs.oracle.com/ebs/entry/why_doesn_t_my_sales)

Posted by LuciaC - Oracle on December 04, 2014 at 07:08 PM EST #

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