Contract field on Ticket is Auto Populating for some Accounts

[ngoldy]

Many of our accounts have multiple active contracts.

We have noticed that the contract field is auto-populated when creating new tickets for some accounts with multiple contracts (while for other accounts this field is blank until contract is manually selected from drop down list).

What needs to be done to have this field auto-populated for ALL accounts with multiple contracts at the time of ticket creation?

What needs to be done to have this field blank for ALL accounts with multiple contracts at the time of ticket creation?

We are fine with either ALWAYS auto-populated or ALWAYS blank...but we need consistency.

Thanks in advance for your replies,

Nathan

[Support Team]

Re: Contract field on Ticket is Auto Populating for some Accounts

By default, whenever a Contract needs to be selected, the system automatically recommends a default Contract to use from one of the Account's active contracts.

If the system identifies more than one active valid Contract for an Account, you will need to select the Contract you want to use.

When needed, you can set your preferred default Contract for an Account. If you set a default Contract, the system will always select this one without making a recommendation.
This option should be used only in cases where you always want to use the selected contract. We do not recommend using this option unless you need to. This is especially true if you Batch Copy Contracts.

To manually set the default contract for an Account: Open the Accounts window, navigate to the relevant Account record, click on the Contracts tab, select the Contract you want to set as default, right-click on it and select > Default Contract > 'Set selected contract as the default contract for this account'.

When no other contract has been created for an Account, or when there are no other active Contracts, the Global System Contract will be used. This is a Contract that is created for each Account by default.

[AN-Tech]

Re: Contract field on Ticket is Auto Populating for some Accounts

I'm not sure I agree with your description that the system automatically recommends a contract. I think it would be more accurate to say it chooses one when possible.

I believe what happens is listed below but could be wrong.
1) If there is only a Global System Contract on an account it chooses this one.
2) If there is only one custom contract besides the Global one it chooses the custom one.
3) If there are multiple custom contracts besides the Global it it leaves it blank and requires the user to choose.

I think an option to make the user always choose when custom contracts are on an account would be very helpful. This would cut down on incorrect contracts being used on a ticket because CommitCRM automatically choose one.

[Support Team]

Re: Contract field on Ticket is Auto Populating for some Accounts

Noted. Thanks.

[ngoldy]

Re: Contract field on Ticket is Auto Populating for some Accounts

Thanks for the replies.

We must be experiencing a bug as we have several accounts with multiple active contracts which do NOT leave the contract field blank, instead this field is autopopulated with one of the active contracts.

[Support Team]

Re: Contract field on Ticket is Auto Populating for some Accounts

Let us clarify how the system selects the default Contract:
1. If there is only one Active Contract and its Start and End dates are valid for the current date.
2. The Contract was forced to be a default Contract for an Account - in this case this Contract will be always selected.

The Contract field will remain blank when there are more than one Active Contract with date range valid for the current date. In this case the system cannot recommend which Contract should be used and user should decide.

You can also read about here.

Hope this helps.