This activity is used to select a service contract for an equipment object using either the Objects for Customer or the Customers for Object right mouse button options in Service Request. The service contract is then included in the new service request.
If a service level agreement (SLA) is connected to the service contract, it will be used to calculate the SLA requested start and requested finish for the service request. The SLA requested start is calculated by adding the SLA response time, depending on work order priority or equipment object criticality on the service contract to the registration date on the work order. The SLA requested finish is calculated by adding the SLA resolution time, depending on work order priority or equipment object criticality on the service contract to the registration date on the work order.
A service line should be defined for the equipment object in Service Contract/Services tab.
As a result of this activity, the service contract and the related service line is included in the service request. You can enter additional information for the service request/work order.
Use the following procedure to select the service contract for the service request: