Siebel Auto Entitlement Is Not Copying The Service Hours From Metrics
(Doc ID 2178425.1)
Last updated on FEBRUARY 03, 2019
Siebel Contracts - Version 184.108.40.206.14 [IP2014] and later Information in this document applies to any platform.
On : 220.127.116.11.14 [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
Product: PS Generic Vehicle (seed data) Part #: blank
(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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