How do I create default coverages?

You use default coverage to apply a standard coverage template to specific customers, or globally to all customers.

When a help desk request is evaluated to assign milestones, the application considers all global coverages, and employee default coverages setup for the employee specified on the help desk request. If a milestone is applicable from both a global default and a employee default coverage, the application uses the employee default coverage values over the global defaults.

1. On the Subscription Configuration page, click Entitlements Management > Default Coverage.

   The Manage Default Coverage page is displayed.

   Note:

   If you're using Service Contracts, then you navigate to this page by clicking Navigator > Contract Management > Contracts > Tasks > Default Coverage.

2. Click Create to add a new coverage.

3. Select the Default Level for the coverage:

   • Select Global to assign the coverage to all employees.

     Then select the standard coverage in the Coverage column that you want to apply to all employees.

   • Select Customer to assign the coverage to a specific employee.

     Then select the customer in the Default Level Value column, and then select the standard coverage in the Coverage column that you want to apply to that employee.

4. Enter the start and end date for the coverage.

5. Click Save.