Work Order Entitlement Process
In order to entitle the customer for requested support/services, the Work Order must be created first with the account information. After you create the Work Order, locate the Work Order by searching the sidebar or from a list view in the Work Orders tab and then click the Work Order number for which you want to perform entitlement verification.
To entitle the work order:
1. Enter the part or full serial number in the component serial/lot number field and then click Lookup to find if the serial number exists. Select the applicable serial number for the product.
2. Click Check Entitlement to view the coverage available for the product. ServiceMax will find all the matching warranties and service contracts based on the entitlement option selected. The matching warranties and service contracts appear at the bottom of the screen.
3. Click the Warranty, Service Contract, or SLA Terms link to see more details about a warranty, a service contract, or an SLA Term respectively. This displays the corresponding records in the Warranties/Service Contracts tab.
4. Check the check box against the relevant entitlement record and then click Save Entitlement. This means you have selected to entitle the customer based on the conditions outlines in the selected warranty or service/maintenance contract. Only one record can be selected from the entitlement list. The Work Order screen refreshes with the details. If you are not sure about choosing the proper entitlement or if you wish to account for data corrections and not to lose the product information, enter entitlement notes and then click Save Entitlement. This saves only the product information and allows you to return to the Work Order later to complete the entitlement check.