Entitlement Rule Execution Process using Service Contract Coverage
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Prerequisite
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To perform auto-entitlement on Service Products and Work Plans, ensure that the following package flows are enabled:
For more information, see Core Package Flows.
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This process determines coverage eligibility (entitlement) for Service Products, Work Plans or Service Request Lines linked to Work Orders or Service Requests.
Setup Required for Entitlement Evaluation
For the entitlement engine to get triggered and perform entitlement check on Service Products and Work Plans, you must perform the following:
1. Define Entitlement Rules: Create entitlement rules to determine when and how the entitlement coverage must be applied. For more information, see Creating an Entitlement Rule for Service Contract Coverage.
2. Set Rule Execution Order: Organize rules in the sequence you want them to execute. The rules are executed in top-down approach. The engine stops as soon as coverage is found for Service Products and Work Plans.
3. Verify Covered Work Plans: When a Service Contract is created or removed, the system automatically generates Covered Work Plan records for each Work Plan defined in the contract terms. These records inherit coverage percentages and dates from the Service Contract, and are used by the entitlement engine to determine Work Plan–level coverage.
4. Enable Auto Entitlement: Set Perform Auto Entitlement as True on the Service Product and Work Plan Assignment record to automate entitlement on Service Products and Work Plans.
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• The system automatically sets the Perform Auto Entitlement flag based on the following Auto Assignment Rule settings:
◦ If Perform Entitlement Check When Work Plan is Assigned is enabled, the flag is set to True on the Work Plan Assignment record.
◦ If Perform Entitlement Check on Service Product if it is not entitled is enabled, the flag is set to True on the Service Product record.
For more information see, Auto-Assignment Rules.
• On the Work Order, when the Perform Auto Entitlement field is set to True, and the global setting SET001 (Module: Entitlement verification; Submodule: Auto-Entitlement Work Order) is True, the auto-entitlement is performed only on the work order and not on related work plans and service products. The auto-entitlement check on service product and work plan executes only when the global setting SET001 (Module: Entitlement verification; Submodule: Auto-Entitlement Work Order) is False.
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After configuration, the entitlement engine is triggered. The engine evaluates the rules and eligibility in sequence based on the configurations on the Work Order object. Based on the configuration in the Service Product Entitlement section, the engine evaluates Service Products and their linked Work Plans. Based on the configuration in the Work Plan Entitlement section, the engine evaluates Work Plans added directly to the Work Order.
Coverage Evaluation Logic
The engine evaluates the following conditions configured in the rules:
For Service Product Entitlement
The Installed Product or Work Order must meet the following: the Date must fall within the Covered Product or Service Contract Start and End Dates, and at least one of the following must match, the Account must match the Service Contract Account, the Location must match the Covered Location on the Service Contract, or the Contact must match the Covered Contact on the Service Contract.
Work Plans linked to Service Products
The Installed Product or Work Order must meet the following: the Date must fall within the Covered Work Plan Start and End Dates, and at least one of the following must match, the Account must match the Service Contract Account, the Location must match the Covered Work Plan Location, or the Contact must match the Covered Contact on the Service Contract.
Work Plans added directly to Work Order
The Work Order must meet the following: the Date must fall within the Covered Work Plan Start and End Dates of the service contract, and at least one of the following must match, the Account must match the Service Contract Account, the Location must match the Covered Work Plan Location, or the Contact must match the Covered Work Plan Contact.
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The entitlement engine now supports independent Work Plan coverage assignment. When matching coverage for both the Service Product and Work Plan combination is not found, the engine automatically applies the available Work Plan coverage defined in the service contract.
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Coverage Assignment Results
If the above conditions match for the Service Product and Work Plan entitlement, the engine automatically assigns the relevant Service Contract coverages for users on Service Product or Work Plan. The system stamps entitlement details on the Service Products and Work Plans records. It also creates an Entitlement History record for logging and audit purposes.
Manual Entitlement Check
Additionally, users can manually check entitlement on Service Products or Work Plans. The engine then displays the eligible Service Contract coverages, and users can select the appropriate one based on their requirements. For more information, see Performing Entitlement Check on Service Products and Performing Entitlement Check on Work Plans.
Users can also use the Interactive Entitlement interface to view, compare, and assign coverage for Service Products and Work Plans directly from a Work Order. For more information, see Performing Interactive Entitlement for Service Product and Work Plan.
Pricing Behavior After Entitlement Assignment
The pricing engine determines unit price, coverage, and discounts based on the entitlement source and whether entitlement applies at the Work Plan level or the Service Product level. For more information, see Work Plan as a Service Pricing Guide.
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