How to Configure the Service Contract Determination for Tickets (Service Requests) in SAP Cloud for Customer

This blog describes the business configuration concerning the service contract determination for tickets. This includes also the service contract item determination for ticket items. The determination for service contracts and service contract items follows the same logic.

Via the activation of BC Options in the BC Scoping, it is possible to influence the contract (item) determination logic at the highest level. The two BC options are available in the scoping element Service -> Customer Care -> Service Request Management.

The first question is related to the determination via the status of the service contract (item) or the validity period of the service contract (item).

If this BC option is not activated (default), only service contracts (items) with the status ‘Active’ are applicable and only applicable contracts are determined automatically in the ticket (items). Contracts (items) with the status ‘Ready’ or ‘Obsolete’ are inapplicable, because the contract (item) start date is in the future or in the past. Inapplicable contracts (items) are not determined in the ticket (item) and it is also not possible to assign them manually. The ‘Requested Date’ in the ticket (item) is not relevant in this scenario for the contract (item) determination.

Additionally service contracts (items) with the status ‘In Preparation’ or ‘Blocked’ are always inapplicable, independent from the described BC option.

If this BC option is activated, also service contracts (items) with the status ‘Ready’ or ‘Obsolete’ can be determined. The relevant criterion if a service contract (item) is applicable, is the validity period of the service contract (item) and the ‘Requested Date’ of the ticket (item). If the ‘Requested Date’ of the ticket is inside the validity period of the service contract, the service contract is applicable. If the ‘Requested Date’ of the ticket item is inside the validity period of the service contract item, the service contract item is applicable.

The second question is related to the determination via the customer or the covered objects of the service contract (item).

If this BC option is not activated (default), only service contracts (items) with a matching customer are applicable. The customer of the ticket is compared with the customer of the contract. This kind of determination is also called ‘Customer Centric’. The contract (item) is only applicable if the customers are the same. If the contract works with customer hierarchies or authorized parties, it could be possible to determine a contract (item) via the customer hierarchy or via authorized parties. More details concerning this are described in the blog series with the tag ‘C4C Contract Determination’.

If this BC option is activated, the customer is not relevant in the contract determination logic and is excluded as matching criterion. All other matching criteria are the same. Nevertheless the covered objects are now the most important matching criteria and therefore this scenario is also called ‘Object Centric’.

Both BC options are independent from each other and usable in each combination.

Note for Sales Contracts: For the determination of sales contract items in sales quote items and order items, the two BC Options are not available. For these scenarios the determination strategy is always ‘Customer Centric’ and based on the validity period. The first BC Option is activated and the second BC Option is not activated.