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 Work Order > Creating an Entitlement Rule for Service Contract Coverage > Selecting Match Fields to Find Coverage

Use the Selecting Match Fields to Find Coverage section to define how entitlement rules identify the correct Service Contract coverage for a Service Product or its associated Work Plans. Match fields determine how coverage is evaluated by comparing key attributes such as Date, Location, Account, and Contact from the Work Order or Installed Product with the corresponding fields on the Service Contract. Correct configuration ensures that entitlement checks return accurate and relevant coverage.

After completing the General and Rule Settings sections in the Creating an Entitlement Rule for Service Contract Coverage topic, configure the match fields in the Service Product and its Work Plans section to define how service contract coverage is determined for the Installed Product linked to the Service Product.

To configure match fields to determine Service Contract coverage:

1. On the Entitlement Rules page, scroll to the Service Product and its Work Plans section.

The following table describes the fields evaluated by the entitlement engine to match Service Contracts when verifying coverage.

Field

Description

Match Date

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

Select Object to get Date from

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

• Work Order: The Work Order’s Date field is compared with Covered Product’s or Service Contract’s Start Date and End Date.

• Installed Product: The Installed Product’s Date field is compared with Covered Product’s or Service Contract’s Start Date and End Date.

Select Date Field

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

Match Location

Select the required Location field of the Work Order or Installed Product to match with the Service Contract’s Covered Location.

Select Object to get Location from

The Work Order’s or Installed Product’s Location field is matched with Service Contract’s Covered Location.

Select Location Field

Select the required Location field to match with Service Contract’s Covered Location. For example, if the Installed product’s and Service Contract’s covered location is Bangalore, and if the configured date falls within Covered Product’s or Service Contract’s Start Date and End Date, the engine displays the coverage during entitlement check.

Match Account

Select the required Account field of the Work Order or Installed Product to match with the Service Contract’s Account.

Select Object to get Account from

Select the required object. The Account field from the Work Order or Installed Product is matched with the Account on the Service Contract.

Select Account Field

Select the required Account field to match with Service Contract’s Account. For example, if the Installed product’s and Service Contract’s Account is Global Hospital, and if the configured date falls within Covered Product’s or Service Contract’s Start Date and End Date, the engine displays the coverage during entitlement check.

Match Contact

Select the required Contact field of the Work Order or Installed Product to match with the Service Contract’s Contact.

Select Object to get Contact from

Select the required object. The Contact field from the Work Order or Installed Product is matched with the Contact on the Service Contract.

Select Contact Field

Select the required Contact field to match with Service Contract’s Contact. For example, if the Installed product’s and Service Contract’s Contact is John Smith, and if the configured date falls within Covered Product’s or Service Contract’s Start Date and End Date, the engine displays the coverage during entitlement check.

Match Conditions

Use the Match Conditions settings to define how entitlement coverage is evaluated based on selected fields from a Work Order or Installed Product. The system checks for matches against the Service Contract or Covered Product using the following criteria:

• All Selected(AND): All configured match conditions (Date, Location, Account, Contact) must be satisfied for entitlement to be granted.

• Any Selected(OR): Entitlement is granted if at least one of the configured match conditions is satisfied.

• By default, the All Selected option is enabled. This ensures that all configured conditions must match for the entitlement to be considered valid.

• Installed Product is always matched along with other match fields selected.

2. Scroll to the Ranking Contracts And Warranties section.

The following table describes the fields that determine how the entitlement engine selects the appropriate Service Contract when multiple matches are found.

Field

Description

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 Service Contracts and Sort Order fields are listed on the user interface to select the sort field and sorting order. If the Select Field to Sort Service Contracts field is Start Date and the Sort Order is Ascending, the engine evaluates all matching Service Contracts and selects the one with the earliest Start Date as the eligible match.

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

3. 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 Service Product and Work Plan levels in sequence to determine valid 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 selected levels are evaluated in order until 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 Product Line, the system checks the Installed Product first. If no coverage is found, it proceeds to the Parent and then to the Product Line, stopping when valid coverage is found.

Service Product

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 Product. 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 , Product, Product Family, and Product Line 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.

Check Entitlement based on product when Installed Product has no coverage

Select one or more product hierarchy levels to evaluate when coverage is not found at the Installed Product or its assembly levels. Available options include Product, Product Family, and Product Line. The system checks the selected levels in order and stops when valid 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

4. Click Save.

5. After configuring the Service Products and its work plans section, configure the Work Plans added directly to Work Orders section if applicable. For more information, see Coverage Check on Work Plans Added Directly to Work Order.

To skip entitlement checks on Work Plans added directly to the Work Order, leave the Work Plans added directly to Work Order section blank when configuring the rule. When you save the rule without configuring this section, the system displays a confirmation message. Select Confirm to proceed.