Entitlement Rule Execution Process using Warranty 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.
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 Warranty 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 Product Warranty is created or removed, 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 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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Rule 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.
For Service Product Entitlement
• For the installed product, the system verifies that the Installed Product’s or Work Order’s Date field falls within the Start Date and End Date of the associated Product Warranty.
For Work Plan Entitlement
• The system first checks whether the Work Plan is associated with an Installed Product.
• It then validates that the Installed Product’s or Work Order’s selected Date field falls within the Start Date and End Date of a valid Product Warranty.
• For eligible warranties, the system determines whether the Work Plan is defined as a Covered Work Plan and, if so, applies the applicable warranty coverage.
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 the eligible Product Warranty coverage, and users can select the appropriate one as required.
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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