Derive Best Contract Automatically When Updating Severity or Type

Oracle TeleService extends the automatic contract retrieval functionality to all the contract related fields for a service request ensuring that the most relevant contract is applied as soon as these fields are updated. With this release, the best possible contract is retrieved from Oracle Service Contracts, when you tab out of Severity, Type, or Urgency fields in the Service Request header region.

Prior to this release, automatic retrieval of the best possible contract did not occur when updating Severity or Type, potentially leading to delays in associating the correct contract or requiring manual intervention.

This enhancement reduces manual effort and helps ensure that service requests are consistently linked to the most appropriate contracts, improving compliance and billing accuracy. It addresses the industry need for dynamic contract association in service management by supporting use cases such as adjusting contract coverage based on urgency or request categorization.

Feature Description

Oracle TeleService fetches the best possible contract from Oracle Service Contracts and displays the contract in the Service Request window, Contracts tab, when you specify a value in one of the following fields:

  • Instance
  • Serial
  • Tag
  • System
  • Severity
  • Type
  • Urgency
  • System
  • Covered Site

Service Request Window - Fetch Best Possible Contract

Service Request Window - Fetch Best Possible Contract

This feature is also supported in the Contact Center window, Service Request tab.

Steps to enable and configure

You don't need to do anything to enable this feature. 

Tips and considerations

  • Review your contract selection criteria to ensure that the system prioritizes contracts appropriately when Severity or Type fields are updated.  
  • Monitor the contract assignment process to confirm that the best possible contract is consistently applied based on these updates.  

Key resources

Oracle TeleService Implementation and User Guide

  • Chapter: User Interfaces in Contact Center and Service Request Module 
    • Topic: About the Service Request Window

Transfer of Information

R12.2.13 TOI: Implement and Use TeleService