Choosing Auto Entitlement for Multiple Service Contracts
The auto-entitlement feature decides which service contract to use when multiple active service contracts are qualified for a Work Order. This is achieved by configuring the combined settings of SET007 and SET008, which use the dynamic ORDER BY clause.
The admin can add the API name of the Service Contract field in SET007 and choose between Ascending or Descending order in SET008. This allows the admin to control which Service Contract to prioritize when multiple Service Contracts are eligible for entitlement.
For example, you can configure SET007 as CreatedDate and SET008 as Ascending. The auto-entitlement feature will choose the service contract with the oldest Created Date when multiple active service contracts apply to a Work Order.
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This feature allows users to order Service Contracts for both Covered Accounts and Covered Products.
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To configure the settings SET007 and SET008:
1. Go to > > .
2. Edit the Org-wide profile.
3. Configure the settings SET007 and SET008. For more information, see Entitlement Settings.
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For the setting SET007, some data types are not supported by Salesforce in the ORDER BY clause. For more information, refer to the Salesforce Order By documentation.
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4. Click Save to save the setting details.
5. Click Save or Quick Save on the Configuration Profiles.