Creating an Entitlement Rule for Service Request in 25.1
You can create an entitlement rule for the Service Request object that enables the system to display relevant logistic work plans based on Service Contract coverages. This enables users to view relevant logistic services they are entitled to when submitting a depot service request. The rule is triggered when a user adds a faulty product and checks for coverage during the depot request submission process.
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Prerequisite
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Ensure that you add covered logistic work plans to the appropriate Service Contract. Based on this, the entitlement engine retrieves the relevant Service Contract coverage during entitlement check.
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In the entitlement rule, you can:
• Define qualifying criteria to apply the entitlement rule to only qualified Service Requests.
• Define conditions and configure date fields along with either account fields, location fields, or both, for the Service Request or Installed Product object to enable Work Plan entitlement.
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You must either configure Account or Location match along with Date fields to execute the rule and check coverage.
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When users performs coverage check on the Installed Products added while submitting a depot service request, the engine evaluates the rules in sequence and displays the relevant logistic work plans based on the qualified Service Contract coverages.
To create an entitlement rule for the Service Request:
1. From the Home page, go to ServiceMax Setup > Work Plan Management > Entitlement Rules.
The Entitlement Rules page is displayed.
2. Click Add Rule.
The New Rule page is displayed.
3. Configure the fields as described in the following table:
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Field
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Description
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Rule Name
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Enter a unique rule name.
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Rule for Object
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Select the Service Request object from the drop-down.
Indicates the object to which the rule is applied. By default, Work Order is selected.
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Developer Name
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The developer name is auto-populated based on the rule name. You can also enter a unique developer name if required.
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Rule Active
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Enable this checkbox to activate this rule for execution.
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Rule Description
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Enter a description for the rule.
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Qualifying Criteria
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Select a criteria from the drop-down to apply this rule only to qualified Service Requests. If this field is left blank, the entitlement rule is applied for all service requests when a user performs a coverage check on the Installed Products added during depot service request submission.
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4. In the Settings and Conditions sections, configure the fields as described in the following table:
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Field
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Description
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Settings
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For entitlement check, consider this
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Indicates that the entitlement check is performed to identify Service Contract coverage.
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Search based on
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Indicates that the entitlement search is performed based on the Service Contract’s or Covered Work Plan’s Start date and end date.
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Conditions
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Match Account
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Select either Match Account, Match Location, or both. Based on your selection, the engine matches the Account field, Location field, or both from the Installed Product or Service Request with the corresponding Account or Covered Location of the Service Contract.
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Match Location
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5. In the Work Plan Entitlement, configure fields to check coverage based on the Date field, and match Account and Location fields as described in the following table:
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Field
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Description
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Date Field
Select the required Date field of the Service Request or Installed Product to check coverage. Based on the selection, the Date field’s value is compared with the Start Date and End Date of the Covered Work Plan or Service Contract.
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Select Object for Date Fields
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Select any of the following:
• Service Request: The Service Request’s Date field is compared with Covered Work Plan’s or Service Contract’s Start Date and End Date.
• Installed Product: The Installed Product’s Date field is compared with Covered Work Plan’s or Service Contract’s Start Date and End Date.
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Select Date Field to check coverage
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Select the required Date field to check coverage. For example, the Created Date configured for Service Request object in the entitlement rule. If the Service Request’s Created Date falls within the Covered Work Plan’s or Service Contract’s Start Date and End Date, the Service Contract is considered for entitlement.
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Account Field
Select the required Account field of the Service Request or Installed Product to match with the Service Contract’s Account.
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Select Object for Account Fields
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Select the required object. The Account field from the Service Request or Installed Product is matched with the Account on the Service Contract.
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Select Account Field to match
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Select the required Account field to match with Service Contract’s Account. For example, if the Installed product’s and Service Contract’s Account is Global Hospital, and if the configured date falls within Covered Work Plan’s or Service Contract’s Start Date and End Date, the engine displays the coverage during entitlement check.
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Location Field
Select the required Location field of the Service Request or Installed Product to match with the Covered Work Plan’s Location.
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Select Object for Location Fields
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Select the required object. The Location field from the Service Request or Installed Product is matched with the Covered Work Plan’s Location
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Select Location Field to match
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Select the required Location field to match with Service Contract’s Covered Location. For example, if the Installed product’s and Covered Work Plan’s location is Bangalore, and if the configured date falls within Covered Work Plan’s or Service Contract’s Start Date and End Date, the engine displays the coverage during entitlement check.
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The Skip auto assignment option is not applicable for Depot Service Request.
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6. In the Check Entitlement on below when Installed Product has no coverage, select either Parent, Top Level, or both.
7. In the Check Entitlement based on product when Installed Product has no coverage, select the required options. It can be either Product, Product Family, Product Line, or all.
8. Click Save.
Related Topics
• Viewing Entitlement Rules
• Creating an Entitlement Rule for Work Orders
• Creating an Entitlement Rule for Service Requests