Entitlement Settings for Work Order

Service Modules > Contracts, Warranties, and Entitlements > Entitlement Management > Entitlement Rules > Auto-Entitlement Rules > Entitlement Settings for Work Order

Entitlement Settings for Work Order at the Product level

1. Navigate to ServiceMax Setup > Warranties & Service Contracts > Auto Entitlement Rules - Work Order.

2. Follow the steps to create a new rule. For more information, see Creating Auto-Entitlement Work Order Rules.

3. In the Choose Entitlement Settings section select Product.

The following table describes the Entitlement Settings for Work Order when the Product level is selected.

Entitlement Settings

Option

Description

Should entitlement be performed on Products Serviced? If Yes, and there are no Products Serviced, no entitlements will be applied

This is the default option. When this option is selected entitlement will not be performed on Products Serviced.

Yes

When this option is selected auto-entitlement will be performed on Products Serviced.

Should the parent installed product of the Component be included in the entitlement check?

This is the default option. When this option is selected the parent installed product of the component will not be included in the entitlement check.

Yes

When this option is selected the parent installed product of the component will be included in the entitlement check.

Should the top-level installed product of the Component be included in the entitlement check?

This is the default option. When this option is selected the top-level installed product of the component will not be included in the entitlement check.

Yes

When this option is selected the top-level installed product of the component will be included in the entitlement check.

Should auto-entitlement consider only warranties or service contracts or both?

Warranties

This is the default option. Selecting this option enables the auto-entitlement engine to consider Warranties.

Service Contracts

This option enables the auto-entitlement engine to consider Service Contracts. Once you choose this option the following rules are enabled:

• Should the Account on the Work Order be matched with the Account on the Service Contract?

• Should the Contact on the Work Order be matched with the contacts entitled in the Service Contract?

• Should Location on Work Order be included in entitlement check?

• If multiple warranties and/or service contracts are found, do you want to disable Auto-Entitlement?

• Should product, product family and product line (in that order) be included in Entitlement Check for Service Contracts

• Only consider SLA coverage defined at the service contract header level rather than SLA coverage defined at covered product/location level?

Both

This option enables the auto-entitlement engine to cover Service Contracts and Warranties. Once you choose this option the following rules are enabled:

• Should the Account on the Work Order be matched with the Account on the Service Contract?

• Should the Contact on the Work Order be matched with the contacts entitled in the Service Contract?

• Should Location on Work Order be included in entitlement check?

• If multiple warranties and/or service contracts are found, do you want to disable Auto-Entitlement?

• Should product, product family and product line (in that order) be included in Entitlement Check for Service Contracts

• Only consider SLA coverage defined at the service contract header level rather than SLA coverage defined at covered product/location level?

Should the Account on the Work Order be matched with the Account on the Service Contract?

This is the default option. When this option is selected the Account on the Work Order will not be matched with the Account on the Service Contract.

Yes

When this option is selected the Account on the Work Order will be matched with the Account on the Service Contract.

Should the Contact on the Work Order be matched with the contacts entitled in the Service Contract?

This is the default option. When this option is selected the Contact on the Work Order will not be matched with the contacts entitled in the Service Contract.

Yes

When this option is selected the Contact on the Work Order will be matched with the contacts entitled in the Service Contract.

Should Location on Work Order be included in entitlement check?

This is the default option. When this option is selected the Location field on Work Order will not be included in the entitlement check.

Yes

When this option is selected the Location field on Work Order will be included in the entitlement check.

If multiple warranties and/or service contracts are found, how should auto-entitlement identify the most suitable match?

Pick The First Warranty

This option is enabled only when you select the option Both in the rule Should auto-entitlement consider only warranties or service contracts or both. When this option is selected the auto-entitlement picks the first Warranty when multiple warranties and service contracts are found.

Pick The First Service Contract

This option is enabled only when you select the option Both in the rule Should auto-entitlement consider only warranties or service contracts or both. When this option is selected the auto-entitlement picks the first Service Contract when multiple warranties and service contracts are found.

If multiple warranties and/or service contracts are found, do you want to disable Auto-Entitlement?

This is the default option. When this option is selected auto-entitlement will not be disabled when multiple warranties and service contracts are found. For more information, see Choosing Auto Entitlement for Multiple Service Contracts

Yes

When this option is selected auto-entitlement will be disabled when multiple warranties and service contracts are found. The engine stops the auto-entitlement process and updates the Work Order's entitlement status field with an alert. You can run manual entitlement in these cases.

The auto-disablement option is not available for Product Service Lines (Child Lines). If you select Yes for the entitlement settingShould entitlement be performed on Products Serviced? If Yes, and there are no Products Serviced, no entitlements will be applied , and the auto-disablement option is disabled.

Should warranties and service contracts be searched using counters or validity dates or both?

Validity dates

This option enables the auto-entitlement engine to search for Warranties and Service Contracts using Validity dates. Once you choose this option the following rule is enabled:

• Should product, product family and product line (in that order) be included in Entitlement Check for Service Contracts

Counters

This option enables the auto-entitlement engine to search for Warranties and Service Contracts using Counters.

Both

This option enables the auto-entitlement engine to search for Warranties and Service Contracts using Validity dates and Counters. Once you choose this option the following rule is enabled:

• If you selected Both for the above question, select your preference for processing counters and validity dates.

If you selected Both for the above question, select your preference for processing counters and validity dates.

Whichever Is Valid

This is the default option. When this option is selected the auto-entitlement engine will process validity dates or counters depending on whichever is valid.

Both Are Valid

When this option is selected the auto-entitlement engine will process both validity dates and counters

Should product, product family and product line (in that order) be included in Entitlement Check for Service Contracts

Yes

This option enables the auto-entitlement engine to check coverage on the Product, Product Family and Product Line (in the mentioned order) when the Covered Product (Installed Product) has no coverage. This applies to the Work Order and the Product Serviced lines.

When you select this option the order of entitlement is as follows:

1. Installed Base: Product, Product Family, Product Line

2. Parent: Product, Product Family, Product Line (If the entitlement setting Should the parent installed product of the Component be included in the entitlement check? is selected as Yes)

3. Top level: Product, Product Family, Product Line (If the entitlement setting Should the top-level installed product of the Component be included in the entitlement check? is selected as Yes)

Entitlement is applied to service contracts based only on validity dates.

When you select this option the entitlement check will not happen on Product, Product Family and Product Line. The order of entitlement is as follows:

1. Installed Base

2. Parent (If the entitlement setting Should the parent installed product of the Component be included in the entitlement check? is selected as Yes

3. Top level (If the entitlement setting Should the top-level installed product of the Component be included in the entitlement check? is selected as Yes)

Only consider SLA coverage defined at the service contract header level rather than SLA coverage defined at covered product/location level?

This is the default option. When this option is selected SLA coverage will be considered when they are defined at both contract header level and at covered product/location level.

Yes

When this option is selected SLA coverage will be considered when they are defined at contract header level.

Entitlement Settings for Work Order at the Account level

1. Navigate to ServiceMax Setup > Warranties & Service Contracts > Auto Entitlement Rules - Work Order.

2. Follow the steps to create a new rule. For more information, see Creating Auto-Entitlement Work Order Rules.

3. In the Choose Entitlement Settings section select Account.

The following table describes the Entitlement Settings for Work Order when the Account level is selected.

Entitlement Settings	Option	Description
Should entitlement be performed on Products Serviced? If Yes, and there are no Products Serviced, no entitlements will be applied	No	This is the default option. When this option is selected entitlement will not be performed on Products Serviced.
	Yes	When this option is selected entitlement will be performed on Products Serviced.
Should the Contact on the Work Order be matched with the contacts entitled in the Service Contract?	No	This is the default option. When this option is selected the Contact on the Work Order will not be matched with the contacts entitled in the Service Contract.
	Yes	When this option is selected the Contact on the Work Order will be matched with the contacts entitled in the Service Contract.
Should Location on Work Order be included in entitlement check?	No	This is the default option. When this option is selected the Location field on Work Order will not be included in the entitlement check.
	Yes	When this option is selected the Location field on Work Order will be included in the entitlement check.

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