Selecting Match Fields to Find Coverage

Service Modules > Contracts, Warranties, and Entitlements > Entitlement Management > Entitlement Rules > Service Product and Work Plan Entitlements > Entitlement Rule for Service Request > Creating an Entitlement Rule for Warranty Coverage > Selecting Match Fields to Find Coverage

Use the Work Plan Added to Service Request Line section to configure how the entitlement engine determines Warranty coverage for Work Plans associated with a Service Request line. Warranty coverage is evaluated by comparing the selected Date field from the Service Request or Installed Product with the Product Warranty’s Start Date and End Date. Configuring this field correctly ensures that entitlement checks return accurate and relevant warranty coverage.

After completing the General and Rule Settings sections in the Creating an Entitlement Rule for Service Request to Identify Warranty Coverage topic, configure the match fields in the Work Plan added to Service Request line section to define how warranty coverage is evaluated.

To configure match fields for warranty coverage:

1. On the selected entitlement rule record, scroll to the Work Plan added to Service Request line section.

The following table describes the match fields used to identify warranty coverage and the options for evaluating multiple matching warranties.

Field

Description

Match Date

Select the required Date field of the Service Request or Installed Product to check coverage. Based on the selection, the Date field’s value is compared with the Start Date and End Date of the Product Warranty.

Select Object to get Date from

Select the object from where you want to fetch the Date field to find matching warranty coverage. Available options are:

• Service Request: The Service Request’s Date field is compared with Product Warranty's Start Date and End Date.

• Installed Product: The Installed Product’s Date field is compared with Product Warranty’s Start Date and End Date.

Select Date Field

Select the required date field from the selected object to find valid Product Warranty records for the Service Request. For example, if the selected object is Installed Product, then the date fields from the Installed Product will be listed for selection. If Created Date is selected, the system considers Product Warranty records whose Start Date and End Date include the Installed Product’s Created Date for entitlement assignment.

Ranking Contracts And Warranties

Displays options to define how multiple matching Service Contracts and Warranties are handled during entitlement checks.

If multiple matches found

Select any of the following:

• Skip auto assignment: Select this option to skip the entitlement If multiple matches are found after the entitlement rule execution.

• Apply first match based on sort field: Select this option to apply first match based on the configured sort field. If you select this option then Select Field to Sort Warranties and Sort Order fields are listed on the user interface to select the sort field and sorting order. If the Select Field to Sort Warranties field is Start Date and the Sort Order is Ascending, the engine evaluates all matching Warranties and selects the one with the earliest Start Date as the eligible match.

This option is applicable only for the auto-entitlement process.

2. Scroll to the Select items to process in order from top until coverage is found section.

The following table describes the fields that define how the system evaluates Installed Product associated with the Service Request line and Work Plan levels in sequence to determine coverage.

Field

Description

Select items to process in order from top until coverage is found

Use this section to configure how the entitlement engine evaluates coverage across different levels of the Installed Product and associated Work Plan. The system checks the selected levels in order and stops when valid coverage is found. This helps ensure that the entitlement check runs efficiently, starting from the most specific level and moving downwards only as needed. If coverage is not found at one level, the system continues to the next until a valid service contract is identified.

The user must select the levels to evaluate for the product hierarchy. The engine evaluates the selected levels in sequence and stops as soon as it finds valid coverage.

For example, if you select Installed Product, Parent, and Top Level the system checks the Installed Product first. If no coverage is found, it proceeds to the Parent and then to the Top Level, stopping when valid coverage is found.

Service Request Line

Check Entitlement on Installed Product

This option is always selected and read-only. The system checks entitlement on the Installed Product linked to the Service Request Line. Coverage on this Installed Product is evaluated first.

• If coverage is not found at this level, the system checks the selected higher levels (such as Parent or Top-Level Component) in order.

• The system stops when it finds valid coverage.

Check Entitlement on below when Installed Product has no coverage

Select one or both of the following assembly levels to evaluate when coverage is not found at the Installed Product level: Parent and Top-Level Component. The system checks the selected levels in order and stops when coverage is found.

Work Plan

Check Entitlement on Work Plan with Installed Product

This option evaluates Work Plan coverage associated with the Installed Product.

The system evaluates coverage for the Work Plan in the following fixed sequence until coverage is found. This is system default and cannot be modified:

• Installed Product and Work Plan

• Product and Work Plan

• Work Plan only

The Skip auto assignment option is not applicable for Depot Service Request.