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Entitlement Selection

For entitlement selection, the Siebel database is searched for entitlements that match the following data in the service request:

• Account
• Contact
• Product
• Asset (from the Service Details view)

Only entitlements that match this data appear in the Pick Entitlement dialog box that appears after you click the Verify button for a service request. If no entitlements appear, then the selected service request is not entitled to receive service. After you select an entitlement from the Pick Entitlement dialog box, the committed date and time for the service request is calculated from the service calendar associated with the entitlement and from the response time associated with the entitlement metrics. For more information about configuring the Verify button, see Changing System Preferences for Entitlements.

NOTE:  The FS Holiday API Service business service provides APIs to calculate the Commit Time for a service request according to a specific schedule. For example, if you create a service request for a customer call at 4:30 P.M. EST on Friday, and the business requirements mandate a 4-hour response time, then the FS Holiday API Service business service can call the GetResponseTime method to set the Commit Time to 12:30 P.M. EST on Monday. For more information, see FS Holiday API Service Business Service.