Entitlement Rule Execution Process using Service Contract and Warranty Coverage
The entitlement engine evaluates both Service Contract and Warranty coverage to determine eligibility for Service Products and Work Plans linked to Work Orders or Service Requests.
When creating an entitlement rule, you can select Service Contract and Warranty as the coverage type for entitlement checks and specify your preferred coverage type when both are valid.
In the Rule Settings section, the Preference when matching Service Contracts and Warranties are found field allows you to define which coverage takes precedence when both Warranty and Service Contract coverage is found:
• Service Contract: The system applies Service Contract coverage even if Warranty coverage is also valid.
• Warranty: The system applies Warranty coverage even if Service Contract coverage is available.
This preference ensures accurate entitlement evaluation based on organizational policy and eliminates ambiguity when both coverage types apply.
Rule Execution Process
1. Define Entitlement Rules: Create entitlement rule with option selected as Service Contract and Warranty coverage to define when and how entitlement applies. For more information, see Creating an Entitlement Rule for Service Contract and Warranty Coverage.
2. Set Rule Execution Order: Arrange entitlement rules in the desired sequence to control the order in which the entitlement engine evaluates them. When both Service Contract and Warranty coverages are configured, the evaluation order is determined by the Preference setting defined in the entitlement rule. The engine evaluates rules in a top-down order and stops once valid coverage is found for Service Products and Work Plans based on the defined preference.
3. Verify Covered Work Plans: When a Product Warranty is created or updated, the system automatically generates Covered Work Plan records for each Work Plan defined in the warranty terms. These records inherit coverage percentages and dates from the Warranty Term and Product Warranty, 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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Combined Evaluation Logic
After configuration, the entitlement engine is triggered automatically. It evaluates the entitlement rules and eligibility criteria in sequence based on the configurations defined 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.
For Service Contract Entitlement, the entitlement engine evaluates Service Contract coverage using the following conditions:
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.
For Warranty Entitlement, the entitlement engine evaluates Warranty coverage at the Service Product and Work Plan levels using the following conditions:
For Service Product Entitlement
• The Installed Product’s or Work Order’s Date field must fall within the Start Date and End Date of the associated Product Warranty.
For Work Plan Entitlement
• The Installed Product’s or Work Order’s Date field must fall within the Start Date and End Date of the Product Warranty. The Work plan must have an entry in Covered Work Plan associated with the Product Warranty.
If the above conditions match, the engine applies the relevant Service Contract or Warranty coverage based on the defined Preference setting. 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
Users can also perform entitlement checks manually on Service Products or Work Plans. The system displays all eligible Service Contract and Warranty coverages, allowing users to select the preferred one.
For more information, see:
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.
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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