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placing order Outside Coverage Shedule

  • 24 March 2022
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In Astea 15.3.0.4 the contract No is a mandatory field when creating a new customer Support order.

When we create a NEW Customer Support Orders outside the Coverage Shedule we get this message

Selecting YES or NO results in a correctly new order with the contract and the calculated SLA times as configured in that contract.

But when we select CANCEL, the customer Support Order is created without a contract as mentionned in the errro message but not as configured with the Contract No being mandatory.

Can we adapt the message and only have the YES or NO option ?

We do not allow how the Cancel functionally is actually designed, all order need to have a contract.

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Best answer by Phil Seifert 24 March 2022, 15:56

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Phil Seifert
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Hi Piet,

Unfortunately, this is the intended design and to change the functionality to not allow the Cancel option removes the ability for other customers who may need to still log the calls without the SLA calculation or without a contract.

It would have to be a custom change request to remove this button.

You could set up a process flow to send an alert when a service order is created without a contract so that someone can take action on it sooner.

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