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Selecting Entitlements for Service Requests (End User)

Entitlements contain information about the level of service for a customer. For a service request, you can select only the entitlements that match the data in the service request. For more information, see Entitlement Selection.

This task is a step in Process of Managing Service Requests.

To select an entitlement for a service request

1. Navigate to the Service screen, then the Service Request List view.
2. Select a service request that includes an associated account or contact.
3. In the menu bar, click one of the following buttons:
   • Verify. The Pick Entitlement dialog box appears showing only entitlements that match specific data in the service request. If no entitlements appear, then the selected service request is not entitled to receive service. For more information, see Entitlement Selection.
   • Verify Best Time. The Pick Entitlement dialog box appears showing, of the entitlements that match specific data in the service request, only the entitlement with the earliest date committed. If no entitlement appears, then the selected service request is not entitled to receive service.

     These buttons call a workflow. For more information, see Workflows for Entitlement Creation and Verification.

4. In the Pick Entitlement dialog box, select an entitlement, and click OK.

Entitlements also contain information about the valid hours for completing service requests. After you select an entitlement for a service request, you can view the valid hours for completing the service request.

To view the valid hours for completing a service request

1. Navigate to the Service screen, then the Service Request List view.
2. Drill down on the SR number (#) field for a selected service request, and click the Service Hours view tab.

   Shaded areas represent service times.