Entitlement Options
The following table lists the entitlement options and their purpose.
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Option
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Purpose
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|---|---|
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Show Future Entitlements
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Include any warranties and service contracts that are yet to be effective.
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Show Expired Entitlements
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Include warranties and service contracts that have expired.
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Match Account
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Enforce matching of Account on service contracts with Account on the Case. This is relevant when a service contract is purchased by your customer but the end customer of the product is different.
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Match Contact
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Enforce matching of Contact given in the Case to the list of entitled contacts in the service contract. This is useful when some contact person from your customer organizations are authorized to contact your support centers.
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Match Location
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Enforce matching of Location in the Case to the list of covered locations in the service contract.
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Entitle Using
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This indicates if the product or the installed product is considered in entitlement at all. If Account-based entitlement is selected, all the valid service contracts for the given account appear, irrespective of the product. If Product-based entitlement is selected, only those warranties and service contracts that provide the coverage appear.
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Parent
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Consider the entitlement coverage of the product's immediate parent (in the installed product tree) also. This is useful when your organization implements the installed product hierarchy.
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Top-Level
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Consider the entitlement coverage of the product's top most product (in the installed product tree) also. This is useful when your organization implements the installed product hierarchy.
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Child
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Consider the entitlement coverage of the child installed products of the given product. Your admin can also configure the number of levels to traverse in the product hierarchy.
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Part Number
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Consider the entitlement coverage of the part number associated with the given installed product.
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Line
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Consider the entitlement coverage of the product line of the part number associated with the given installed product.
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Family
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Consider the entitlement coverage of the product family of the part number associated with the given installed product.
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- Entitlement Criteria such as Parent, Top-Level, Child, Part Number, Family and Line are applicable only for Product-based entitlements.
- Depending upon your organization’s requirements, the default values for the above options can be set up by your admin. If you find the entitlement options disabled, your admin may have prevented overriding of the settings by end users.
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