Entitlement Rule Execution Process for Service Requests using Service Contract Coverage
After creating an entitlement rule for Service Request, the entitlement engine is triggered when the user checks for service contract coverages on the faulty Installed Product added during the submission of depot service request. The engine evaluates the rules in sequence and matches the fields configured for Work Plan entitlement.
Consider that you have created an entitlement rule, configuring the conditions for the Work Plan entitlement. For more information, see
Creating an Entitlement Rule for Service Request to Identify Service Contract Coverage.
When a user checks for a coverage for the installed products added while submitting depot service request, the entitlement engine is triggered and evaluates the following conditions configured in the rules, in sequence:
• The Installed Product’s or Service Request’s Date field must fall within the Start Date and End Date of the Covered Work Plan or Service Contract.
• The Installed Product’s or Service Request’s Account, Location, or Contact must match the respective Account, covered Location, or Contact on the Service Contract.
If the above conditions match for the Work Plan entitlement, the engine displays the relevant logistic work plans for users for the Installed Product added during the submission of depot service request. When relevant coverages are selected and on submission of service request, the Perform Entitlement will be automatically checked on successful entitlement.
After the user selects a logistic work plan and submits depot request, the Remaining Quantity and Allocated Quantity fields are automatically updated for the covered work plans based on the Agreed Quantity and Quantity Per Transaction. For example, if the Agreed Quantity is 100 and the Quantity Per Transaction is 1, the Remaining Quantity becomes 99 and the Allocated Quantity becomes 1 after a successful entitlement.
Related Topics