Configuring Service Contract Feature Basics

Use With Incidents

Select Yes to enable Service Contract functionality in the Incident entry screen.

Use With Changes

Select Yes to enable Service Contract functionality in the Change entry screen.

Allow Courtesy Work Items

A courtesy work item is an incident or change that does not count against the service contract in effect for a customer, company, or asset; it is created for an incident or change if the Mark This a Courtesy Work Item checkbox is enabled in the Select Service Contract dialog that appears after a customer is selected.

Default Create Status

Select the status level to display by default when a service contract is created. See Defining Custom Status Labels for information on configuring custom status labels for the Create status label. You can click the Create New  and View/Edit  icons  to access the Custom Status Labels screen.

Default End of Duration Status

Select the Expired status level to assign to the contract by default when the date in the Duration End field is reached. See Defining Custom Status Labels for information on configuring custom status labels for the Expired status label. You can click the Create New  and View/Edit  icons  to access the Custom Status Labels screen.

Default Correspondence Template

Select the correspondence template that will apply by default when a support representative initiates a correspondence via the Service Contract entry screen. Correspondence templates that are active and enabled for the Service Contract module will be available for this feature. Use the Create New  and View/Edit  icons to access the Correspondence Template screen.