Viewing Contract Details in HTML

HTML pages are accessible from the Service Contract Administrator workbench, the Oracle Installed Base Mass Update workbench, the Oracle Installed Base Instance Details page, the Oracle Sales Online Customer Details page, and the Daily Business Intelligence (DBI) portal for service contracts. From the HTML pages, you can view the following:

Use the following procedures to navigate the HTML pages:

You can also use the following procedures to update one or more contracts:

Note: You can personalize the view within the HTML pages. For information about personalization of the HTML pages, refer to the Oracle Applications Personalization Guide.

Finding Contracts (HTML)

This procedure describes how to find a contract from the Search page. You can also find contracts from the Service Contracts Administrator Workbench.

To find contracts

  1. From the Navigator, navigate to Contract Administration, and then select Contract Search. The Service Contracts Search page appears.
  2. From the Display LOV, select the view to display for your search results. For example, select All Contracts.
  3. To narrow the search results, enter your search criteria. For example, enter Business World in the Customer field and Entered in the Status field.

Note: To specify additional search criteria that is not available in the Search region, click the Advanced Search button. The Advanced Search page appears. This page provides additional search criteria from which to select.

  1. Choose the corresponding Select check box. To select all contracts, click the Select All link.
  2. From the Select Contracts list, select an action. The following actions are available:

For example, you can open the contract in the Service Contracts Authoring window by selecting a single contract and choosing Open Contract.

Note: You can select only a single contract for the following actions: Open Contract, Email Customer, and Print Quote

For most actions, a confirmation message appears at the top of the page.

Sending an E-Mail to a Customer (HTML)

Prerequisite:Navigate to Find Contracts and review your search results. See Finding Contracts (HTML).

To send an e-mail to a customer

  1. From the Search results, choose the Select check box for the contract.
  2. From the Select Contracts list, select Email Customer.
  3. Click Go. The Email Customer: Service Contract page appears.
  4. Specify details for the e-mail.
  5. Click Send.
  6. A confirmation message appears at the top of the page, which indicates that the e-mail has been sent successfully to the customer contact.

Viewing Contract Details (HTML)

Prerequisite: Navigate to Find Contracts and review your search results. See Finding Contracts (HTML).

To view contract details

  1. From the Search results click the corresponding Contract Number link for a contract. The Service Contract page appears. You can view the contract header or select any of the following subtabs to view contract details that are defined at the header level:

Note: The application provides navigation that enables you to return to previous pages. After you select a subtab, you can return to the previous page by clicking the navigation link preceding the page title. For example, if the following navigation appears , Service Contract Search > Service Contract: 23248, click the Service Contract: 23248 link to return to the contract header.

You can also view additional detail pages by clicking the links within the Additional Details block:

To view line details, select the Lines tab. See:

Viewing Service Line Details (HTML)

Prerequisite: Open a contract containing service lines.

To view service line details

  1. To drill down into the service line details, select the Lines tab and the service line link that is associated with the service. The secondary tabs for the selected line appear, with the Covered Levels secondary tab selected:
  2. Covered Levels
    1. Select Show from the Details column to expand the display.
    2. To open the details for the service contract line, select the link corresponding line. The Service Contract Line Covered Level page appears. View the Covered Level details for the selected line. To view billing transactions for the line, select the Billing Transactions link from the Additional Covered Level Details block.
    3. If an associated item instance is entered in Oracle Installed Base, you can click that link to view the Item Instance page. See Viewing Item Instance Details.

    You can also view additional pages by clicking the links within the Additional Line Details block:

    Related Topics

    Viewing Coverage Details (HTML)

    Prerequisite: Open a contract containing service lines and select a service line.

    To view coverage details

    1. From the Additional Line Details region, select Coverage Details. The Coverage Details page appears.
    2. Review the coverage entitlements associated with the service line:
      • Review the Coverage Header.
      • Select a business process, such as Customer Support. The following regions are updated to correspond to the business process that you select.
        • Coverage Times: You can change the view of the coverage times by selecting one of the Display radio buttons, either By Interval or By Day.
        • Response Times: You can change the response time view by selecting a value from the View list, either Reaction Times or Resolution Times.
        • Preferred Resources
        • Billing Types

    Related Topics

    For a description of defining coverage templates, see Defining a Coverage Template

    Viewing Covered Level Details (HTML)

    Prerequisite: Open a contract containing service lines and select a service line.

    To view covered level details

    1. Click the Line link for the covered level details that you want to view. The Line Details page appears.
    2. Review the Covered Level Details that are associated with the line:
      • Covered Level Header
      • Covered Level Details:
        • Instance details: Appears only if the covered level is Product.
        • Item details: Appears only if the covered level is Item.
        • System details: Appears only if the covered level is System.
        • Site details: Appears only if the covered level is Site.
        • Account details: Appears only if the covered level is Account.
        • Party details: Appears only if the covered level is Party.
        • Pricing Calculation: Appears only if the covered level is Product or Item.

    Note: You can drill down further into detail pages if a link exists. For example, clicking the Item Instance link opens a detail page for the item instance.

    Related Topics

    For a description of the various covered levels, see Levels of Coverage and Their Uses.

    Viewing Usage Line Details (HTML)

    Prerequisite: Open a contract containing usage lines.

    To view usage line details

    1. To drill down into the usage line details, select the Lines tab and the usage line link that is associated with the service. The secondary tabs for the selected line appear, with the Counters secondary tab selected:
      • Counters
      • Contacts
      • Billing Note: Amounts in the Terminated and Billed regions are rolled up from sublines for Negotiated Usage lines, or come from the line itself for all other types of Usage lines.
      • Sales Credits
      • Renewals
      • Related Documents
      • History

    You can also view additional pages by clicking the links within the Additional Line Details block:

    Related Topics

    Viewing Usage Counter Details

    Prerequisite: Open a contract containing usage lines with a counter.

    To view usage counter details

    1. From the Lines tab, click the Service link, such as QP-LPTR-U. The Usage Line page appears with the Counters tab selected.
    2. Click the Line Number link, such as 1.1. The Usage Counter page appears. You can view the counter read history within the Counter Readings region and Billing History in the Billing Transactions region. You can use the Transaction Number link in the Billing Transactions region to drill down to the Oracle Bill Presentment view of the invoice or credit memo. You can reconcile quantity billed for a particular billing transaction with the default or minimum, actual, estimate, or actual and estimate that is shown in the Usage Pricing Details region. This depends on the usage type. You can also reconcile amount billed for a particular billing transaction with the applied price breaks that are shown in the child Usage Pricing Details region.

    Viewing Subscription Line Details (HTML)

    Prerequisite:Open a contract containing subscription lines.

    To view subscription line details

    1. To drill down into the subscription line details, select the Lines tab and the subscription line link that is associated with the service. The secondary tabs for the selected line appear, with the Fulfillment Details secondary tab selected:
      • Fulfillment Details: Shows the subscription fulfillment schedules for a tangible subscription. Note: You can click the Order Number link to navigate to the sales order view page and view the shipment dates and delivery numbers.
      • Contacts
      • Billing Note: Amounts in the Terminated region and Billed regions come from the line itself for Subscription lines.
      • Sales Credits
      • Related Documents
      • History

    You can also view additional pages by clicking the links within the Additional Line Details block:

    Related Topics

    Viewing Item Instance Details (HTML)

    Prerequisite: Open a contract containing service lines.

    To view item instance details

    1. Select the Lines tab and the service line link that is associated with the Service. Drill down into the service line by clicking the associated Service link. The secondary tabs for the selected line appear, with the Covered Levels secondary tab selected.
    2. Select the instance number link in the Item Instance column. The Item Instance Page appears with the General subtab selected. You can view the installed base details by selecting the other subtabs.
      • Location
      • Associations
      • Configuration
      • Counters
      • Notes

    Note: For more information, see the Oracle Installed Base User Guide.

    Viewing Order Information for a Service Contract (HTML)

    Prerequisite: Open a contract that is associated with an order.

    To view order information for a service contract

      Select the Related Documents subtab.

    From the Document Reference column, click the Order Number link.

    The Sales Order page appears with the Lines tab selected. You can view the sales order details by selecting the other subtabs.

    Note: For more information, see the Oracle Order Management User's Guide.

    Viewing Billing Transactions (HTML)

    Prerequisite: Open a contract containing lines.

    To view billing transactions

    Select the Lines tab and click the Service link. You can click this link for service lines, usage lines, and subscription lines and covered level details. For more information, refer to the following procedures: