Release 12.1
Part Number E13458-04
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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:
Service lines and covered product level information for all line types
Billing schedules
Billing history
Notes
Attachments
Interactions
Contract terms
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.
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
From the Navigator, navigate to Contract Administration, and then select Contract Search.
The Service Contracts Search page appears.
From the Display LOV, select the view to display for your search results.
For example, select All Contracts.
To narrow the search results, enter your search criteria.
For example, enter Business World in the Customer field and Entered in the Status field.
The flashlight icon to the right of a field opens a Search and Select page, which you can use to find an item.
The calendar icon to the right of a field opens a calendar, which you can use to select a date.
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.
Select Go.
The search results appear at the bottom of the page.
To revise your search, select Clear and enter new criteria. Then repeat the previous steps.
To view the contract details for a specific contract click the corresponding Contract Number link.
To export the search results to a spreadsheet, select Export.
You will be prompted to open or save the file to your computer.
To take action on a contract or multiple contracts:
Choose the corresponding Select check box.
To select all contracts, click the Select All link.
From the Select Contracts list, select an action.
The following actions are available:
Publish to Customer
Submit for Approval
Disable Reminders
Enable Reminders
Run QA Check
Open Contract
Email Customer
Print Quote
Mass Update
Update Contract
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
Click Go.
For most actions, a confirmation message appears at the top of the page.
See also Overview of Service Contracts in HTML.
Prerequisite:Navigate to Find Contracts and review your search results. See Finding Contracts (HTML).
To send an e-mail to a customer
From the Search results, choose the Select check box for the contract.
From the Select Contracts list, select Email Customer.
Click Go.
The Email Customer: Service Contract page appears.
Specify details for the e-mail.
At a minimum, you must complete the fields that contain an asterisk, such as To and From.
To select a message layout template, select the flashlight icon to the right of the Message Layout Template field.
This opens the Search and Select page. From here you can search for and select a template.
Note: After you select a template, you can preview the template by clicking the Preview button to the right of the Message Layout Template field.
To select an attachment layout template, select the flashlight icon to the right of the Attachment Layout Template field.
This opens the Search and Select page. From here you can search for and select a template.
Click Send.
A confirmation message appears at the top of the page, which indicates that the e-mail has been sent successfully to the customer contact.
Prerequisite: Navigate to Find Contracts and review your search results. See Finding Contracts (HTML).
To view contract details
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:
Lines
Note: To export lines into a spreadsheet, select Export
Contacts
Billing
Note: Amounts in the Terminated and Billed regions are rolled up from lines and sublines.
Sales Credits
Renewals
Related Documents
Note: If an order exists, you can view order details by clicking the order number link in the Document Reference column. The Sales Order page appears.
History
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:
Interaction History
Billing History
Note: To export billing transactions into a spreadsheet, select Export. The Transaction number link navigates to Oracle Bill Presentment view of Invoice and Credit Memo.
Contract Terms
Notes and Attachments
Contract Groups
Review customer and contract information in the contract header. For example, you identify the customer, status, term, and contract amount.
To view line details, select the Lines tab. See:
To open the Service Contracts Authoring window click the Open button. This opens the form where you can modify the contract.
Note: The Open button is not visible if you navigate from pages of applications other than Oracle Service Contracts.
Prerequisite: Open a contract containing service lines.
To view service line details
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:
Covered Levels
Select Show from the Details column to expand the display.
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.
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.
Contacts
Billing
Note: Amounts in the Terminated and Billed regions are rolled up from sublines.
Sales Credits
Related Documents
History
You can also view additional pages by clicking the links within the Additional Line Details block:
Billing Transactions
Note: You can view accounts receivables invoices and credit memos for the line as Billing History and also future Billing Schedules.
Coverage Details
Note: Select Coverage Details to view the service level agreements, such as coverage and response times.
Notes
To return to the Contract, click the Service Contract link preceding the page title.
Related Topics
Viewing Usage Line Details (HTML)
Viewing Subscription Line Details (HTML)
Prerequisite: Open a contract containing service lines and select a service line.
To view coverage details
From the Additional Line Details region, select Coverage Details. The Coverage Details page appears.
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
Prerequisite: Open a contract containing service lines and select a service line.
To view covered level details
Click the Line link for the covered level details that you want to view. The Line Details page appears.
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 Documents
Navigate to other pages with additional subline details, by clicking a link within the Additional Covered Level details bin, for example, Billing Transactions.
Related Topics
For a description of the various covered levels, see Levels of Coverage and Their Uses.
Prerequisite: Open a contract containing usage lines.
To view usage line details
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:
Billing Transactions
Notes
To return to the Contract, click the Service Contract link preceding the page title.
Related Topics
Viewing Service Line Details (HTML)
Viewing Subscription Line Details (HTML)
Prerequisite: Open a contract containing usage lines with a counter.
To view usage counter details
From the Lines tab, click the Service link, such as QP-LPTR-U. The Usage Line page appears with the Counters tab selected.
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.
Prerequisite:Open a contract containing subscription lines.
To view subscription line details
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:
Billing Transactions
Notes
To return to the contract, click the Service Contract link preceding the page title.
Related Topics
Viewing Service Line Details (HTML)
Viewing Usage Counter Details (HTML)
Prerequisite: Open a contract containing service lines.
To view item instance details
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.
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.
To return to the line, click the Service Contract: Line link preceding the page title.
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.
Contract Terms
Contract Documents
Invoices
Deliveries
Notes
Note: For more information, see the Oracle Order Management User's Guide.
To return to the line, click the Service Contract: Line link preceding the page title.
Optionally, click the View Contract button to open the terms and conditions that are attached to the sales order in a PDF format.
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:
From the Additional Details bin, click the Billing Transactions link. The Billing Transactions Detail page appears. Use the following regions to view billing transaction details:
Billing Rules
Billed (Amounts)
Billed Amount equals rolled up invoice amounts.
Unbilled Amount equals the contract amount not yet invoiced.
Terminated (Amounts)
Billing History
Displays all invoices and credit memos that are linked to this contract.
Click the Transaction Number link to view invoice or credit memo in Oracle Bill Presentment.
Billing Schedule
Note: For more information about how billing works, see Overview of Billing.
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