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Setting Up Service Request Entitlements

Siebel eService provides service entitlement verification of registered users in addition to the standard contact authentication at login. If entitlement verification is active when a user tries to create, update, or view a service request, the application verifies that the user is a contact for a valid service entitlement. Without valid entitlement, users will not be able to create, modify, or view any service requests, including ones they may have previously created. Whether you implement entitlement verification depends on your business model.

If registered users receive different levels of support depending on their service entitlements, then entitlement verification is appropriate. If all registered users receive the same level of support, then entitlement verification is probably not necessary.

Entitlement verification of a registered user consists of the following:

• The registered user's Contact record must belong to the contacts list of an entitlement.
• The entitlement must currently be valid, that is, not expired.
• For a contact to be able to create or modify service requests, that contact must be added to a valid entitlement.

NOTE:  A contact can only be added to an entitlement by an administrator or customer care representative in the host company. A Web Delegated Customer Administrator does not have access to the Entitlement Contacts table.

Entitlement verification is found in the SWE section of \bin\eservice.cfg file in the directory for the Siebel Server. Entitlement verification is set to FALSE by default.

To enable or disable entitlement verification

1. Open the \siebsrvr\bin\eservice.cfg file in the Siebel Server directory in any text editor.
2. Locate the line beginning with Entitlement=
3. Replace the current setting following the = sign to FALSE to disable entitlement verification, or to TRUE to enable entitlement verification.
4. Save eservice.cfg, retaining its format as a text file.
5. Reboot your Siebel Server service to have the new entitlement verification setting take effect.

To add a contact to an entitlement

1. From the application-level menu, choose View, Site Map, Agreements, and then All Agreements Across Organizations.
2. In the Agreements list, select the agreement to which the entitlement belongs and click the Name hyperlink.

   The Agreement form appears.

3. Click the Entitlements view tab.

   The Entitlements list appears.

4. In the Entitlements list, select an existing entitlement from the current agreement.

   Make sure that the Start Date and End Date fields are filled with the appropriate values in the new or existing Entitlement.

5. Complete the necessary fields.
6. Click the Contacts view tab.
7. In the Contacts list, click the menu button, and then click New Record.

   The Add Contacts pop-up list appears.

8. In the pop-up list, select a contact, and then click OK.
9. In the Contacts list, click in the Internet field to activate the Internet flag.

   Activating the Internet flag enforces the Entitlement on the Internet Channel, which in this case is Siebel eService.

NOTE:  You may also create a new record or new entitlement as needed in the procedure listed above.