The [Service agreement] field on the case page is populated automatically once the [Account] and the [Contact] fields are populated. Only active service agreements whose expiration date exceeds or is equal to the current date can be selected.
Note
Service agreements are considered “open” if their current status is marked as “Active” in the [Service agreement statuses] lookup.
The list of agreements available for selection depends on the values in the [Contact] and the [Account] fields of the case page, as well as the information on the [Service recipients] detail on the [Contract provisions] tab on the service agreement page. The list of service agreements will display only those where the case contact and/or account is added to the [Service recipients] detail. The criteria for populating the [Service agreement] field is as follows:
1.If the [Contact] field is populated, the service agreement must meet one of the following requirements:
a.The case contact is found on the [Service recipients] detail of the service agreement.
b.The case contact is linked to an account whose department is added to the [Service recipients] detail of the agreement.
c.The case contact is linked to an account that is added to the [Service recipients] detail of the agreement.
Note
Information about the account and department that the contact is connected to can be found on the contact page.
2.If the case [Contact] field is empty and the [Account] field is populated, the [Service agreement] field will be populated with the one that has the specified account or its department added to the [Service recipient] detail.
3.If no service agreements meet the required conditions, the [Service agreement] field is populated with the base service agreement.
Note
The base service agreement provides the minimum number of services. You can set it up using the "Default service agreement" system setting.
If several service agreements meet the required criteria, the agreement with the higher priority will be specified in the [Service agreement] field. The rest of the service agreements remain available in the list. If multiple service agreements apply to the case, the following is selected as the primary agreement:
1.Contact’s service agreement (the user’s contact is specified on the [Service objects] detail of the service agreement).
2.Department’s service agreement (the user’s department is specified on the [Service objects] detail of the service agreement).
3.Account’s service agreement (the user’s account is specified on the [Service objects] detail of the service agreement).
The list of available service agreements updates whenever the values change in the [Contact], [Account], or any other field that affects the service agreement selection.
The [Service agreement] field is available for editing at any case processing stage.
See also
