2590394 - The Wrong Contract is Auto Associated to an Recently Added Item Into Tickets

When you add an item to a ticket, a contract is auto assigned to it, even that this item does not belong to the contract.

SAP CLOUD FOR CUSTOMER 1711 / 04

1. Go to the Service work center.
2. Go to the Tickets view.
3. Open ticket XXX (XXX represents the ID of the ticket).
4. Go to the Service and Repair tab.
5. Under Items section click on Add button.
6. On value help search product YYY (YYY represents the ID of the product).
7. Click on Add.
8. The new item will be added to the Items list.
9. Select the recently added item.
10. Go to the General Data tab.
11. Contract ABC (ABC represents the name of the contract) was automatically associated with item YYY even that it does not belong to the contract ABC.

This is the system expected behavior and is occurring because the Contract Item is maintained with the wrong contract information.

In order to adjust this behavior, please change the Contract Item to the correct one.

Contract; Item; Ticket; Product; Service and Repair; , KBA , LOD-CRM-SRP , Service Request Processing , How To