Service Contracts - Features and Configuration Service Contracts - Features and Configuration
Configuring
iSupport Service Contract Functionality
Use iSupport's Service Contract functionality to track and restrict incidents and changes for customers, companies, and/or assets. You can set up service contracts based on work item count (a specified number of incidents and/or changes), hourly count (a specified number of hours), duration (time frame in days), or a combination (limiting the number of incidents and/or changes within a specified daily time frame). You can assign a service contract to one or more customers, companies, or assets.
Enable Service
Contract functionality and set basic options via the Feature
Basics screen.
You can
create service contracts via the Service
Contract screen; access it via the Desktop Create 
menu or by clicking the New link in the Service Contracts section
in the Customer Profile, Company, and Asset screens.
If there
are fields you need for the Service Contract screen that are not included
in iSupport by default, you can create custom
fields.
You can create custom
status labels for the Service Contract status levels of Active, Inactive,
Suspended, and Expired.
You
can include a field for entering or automatically generating a custom
number.
You can enable your customers
to view service contracts on mySupport
portals, and you can customize the display screen layouts.
You can send notifications
when a service contract is initially saved or about to expire, the duration
or status changes, or a count is decremented. These notifications are
sent on the schedule of the Service Contract agent that is scheduled on
the Service Contract Management | Agents tab in the Feature Basics screen.
You can use or copy and modify
iSupport's default notifications, or you can create new custom
notifications. You can include
data from work items and designate any applicable recipients.
You can send correspondence email from the Service Contract screen.
Correspondence can include data from Service Contract records; correspondence
templates can be utilized, and an Others
to Notify list can be used for keeping those not directly involved
in the loop.
You can create templates
to populate fields for common service contract settings. 
iSupport
Templates
You can configure webhooks
for posting Service Contract data to a web application.
You
can use the Action
menu in the View component on the Desktop to perform actions such
as opening and routing multiple items.
You can configure roles/permissions
for support reps and rep groups using Service Contract functionality via
the Support
Representatives screen.
