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Siebel Auto Entitlement Is Not Copying The Service Hours From Metrics (Doc ID 2178425.1)

Last updated on JULY 21, 2020

Applies to:

Siebel Contracts - Version [IP2014] and later
Information in this document applies to any platform.


On : [IP2014] customized version,


Auto Entitlement does not copy 'Service Hours' over for the entitlement in Agreements >
Entitlements > Metrics.


Auto Entitlement copies 'Service Hours' over for the entitlement in Agreements >
Entitlements > Metrics.


1. Activate the vanilla workflow process "FS - Create Entitlement".
2. Create a service schedule in Administration - Service > Schedules named
'TS North America Schedule'.
3. Log into Siebel Financial Service or Call Center application as SADMIN.
4. Create an entitlement template in Site Map > Administration - Contract >
Entitlement Templates

Name: Gold Service Package
Type: Service
Units: Service Requests
Initial Qty: 25
Service Hours: 12x7 Support
Priority: 2


Create 2 records:

Type: Response Time
Value: 8
Units: Hours
Priority: blank
Service Hours: 12x5 Support Administration - Service > Schedules

Type: Escalation Time
Value: 6
Units: Hours
Priority: blank
Service Hours: blank

Service Product


Product: PS Generic Vehicle (seed data)
Part #: blank


All Agreements

(existing agreement or create a new agreement)

Name: Agreement Entitlement
Type: Service Level Agreement
Status: Active
Account: (choose one account)
Contact: (choose one contact associated to the account)
Valid: checked
Start: 6/4/2002 8:00:00 AM

Create a new Line Items
Product: PS Generic Vehicle
Qty = 1
save the record

click on 'Auto Entitlement' button

A new entitlement created

Got to Agreements > Entitlements > Metrics, 2 lines created,
1st one 'Service Hours' is blank.


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