Rule Name

Name of the rule. For example, Entitlement for A-Rated Customers.

Description

Detailed description of the rule.

Entry Criteria

An expression based on Case or Work Order Field values that define the qualification/entry criteria for a Case to be considered by this auto-entitlement rule.

Match Account

Indicates if the account on the service contract should mandatorily be matched with the account on the Case or Work Order.

Match Contact

Indicates if the contact on the Case or Work Order must be matched with the list of entitled contacts under a service contract.

Match Location

Indicates if the location on the Case or Work Order must be matched with the covered locations under a service contract.

Consider Top-Level

When checking entitlements for a component, this flag extends the scope to check for coverage based on the top-level installed product for the component.

Consider Parent

When checking entitlements for a component, this flag extends the scope to check for coverage based on the parent-installed product for the component.

Scope of Entitlement

Indicates if the entitlement check should include warranties, service contracts or both.

Validation Criteria

Indicates if the entitlement check should be performed based on the validity dates (start & end dates of warranties/service contracts), counters or both.

Counter Vs. Date Rule

If the entitlement check is done based on both validity dates and counters, this field dictates whether both should be valid or one of them should be valid to qualify the entitlement.

Tie-breaker Rule

If the entitlement check yields more than one valid service contract and warranty for a Case or a Work Order, this field defines which entitlement to use. Options are to use the first warranty or the first service contract.