Adding Service Information to Entitlements (End User)

You must associate a service calendar with an entitlement so that you can complete service requests according to customer expectations. You can also add metrics to make sure that the response time is appropriate.

This task is a step in Process of Managing Entitlements.

To add service information to an entitlement

1. Navigate to the Agreements screen, then the List view.

2. Drill down on the Name field for a selected agreement, and click the Entitlements view tab.

3. Select an entitlement, and click the Entitlement Details view tab.

4. In the Entitlement Details form, and complete the fields as appropriate.

   Some fields are described in the following table.

   Field	Comments
   Service Hours	Select a service calendar record.
   Initial Qty	Type the initial quantity that the entitlement covers.
   Current Qty	Type the current quantity that the entitlement covers. The current quantity is not automatically updated. You must manually update it each time it changes.
   Activity Override	Select this check box to indicate the billable flag, rate list, and price list for the entitlement override the billable flag, rate list, and price list for a service request.