Custom Case Fields
The following table lists the fields in the Case object.
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Field
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Description
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Product
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The component's product number for which the customer is seeking support. This is a lookup to an existing Salesforce Product record.
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Component Serial Number
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Serial number of the component for which the customer is seeking support. This is a lookup to an existing installed product record in ServiceMax.
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Top-level Serial Number
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Serial number of the top-level installed product to which the component belongs. This is a lookup to an existing installed product record in ServiceMax. This is a read-only field.
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RMA Requested
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Flag indicates if the customer has requested an RMA. This field does not drive any functionality in ServiceMax and is for informational purposes only.
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Replacement Requested
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Flag indicates if the customer has requested a replacement. This field does not drive any functionality in ServiceMax and is for informational purposes only.
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Entitlement Notes
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Information entered by the support center engineer at the time of entitling the customer for the requested services.
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Entitlement Records
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List of available entitlement records: warranties and service/maintenance contract.
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SLA Terms
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Read-only field that displays the service level description from the service/maintenance contract.
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Service/Maintenance Contract Notes
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This is a read-only field that displays notes from service/maintenance contract.
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Billing Type
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Whether the billing is covered by an agreement or this is a paid shipment.
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When a Component serial number is entered on the Case, the Component’s Product can be automatically derived. However, in the interest of effective troubleshooting of the problem, some organizations do not opt for automatic derivation but prefer to capture product and serial number as separate fields. Your ServiceMax admin can enable or disable the automatic derivation of product from the serial number record.
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