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 though this item does not belong to the Contract.

SAP Coud for Customer

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 though it does not belong to the contract ABC.

The Contract Item is maintained with the wrong Contract information, hence it is being pickup.

In order to adjust this behavior, please update the Contract Item.

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