Priority Rule for multiple applicable contract found in ticket (C4C - Service Cloud)

[DAcker]

Hi all,

if I have multiple applicable contracts (valid time frame and active status) for one customer and create a new ticket, I see the information message " Please assign contract manually. 2 applicable contracts have been found." See screenshot e.g.:

Is it possible in the SAP Standard to maintain somewhere priority rules? So to say which of the 2 contracts should be chosen / prefilled in the ticket. I image perhaps to work with rules in regard to certain fields, like in the service-level determination rules. To e.g. define contracts with the category XX should be chosen per default with a higher priority. Or if the ticket has a service category XX, the default contract (if multiple are applicable) should be the one with category or field value XX.

I could assume that this is not existing in SAP standard. The post is just to confirm and know what is possible ... 🙂

Thanks in advance & best regards,

Deborah

[mracantonius · Accepted solution]

I think this should be possible via SDK (Cloud Application Studio). You can create a custom code for the rules.

Cheers,

Marc

[DAcker · Accepted solution]

okay, thanks for your feedback