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Enable the option to inherit entitlement from the case to the Work order

Fry Chef
Fry Chef

Enable the option to inherit entitlement from the case to the Work order

In many business scenarios, there is one case and multiple work orders .

In this case, it is important to have the work order inherit the case entitlement .

The auto-entitlement on the Work order can be problematic if the case was opened just before the warranty / Contract expired and the work order is created after.

An additional relevant scenario is with manual entitlements. The call center is required to manually entitle two different objects. Copying the entitlements between the case to the work order will prevent user errors.

I suggest this will be a setting on the entitlement type of he work order or even a group setting .

Regards,

Sigi

Message 1 of 4
3 Replies
Roast Chef
Roast Chef

Re: Enable the option to inherit entitlement from the case to the Work order

Hi Sigi,

Have you been able to resolve this?

We have this issue also, we need to enable multiple Work Orders created from the same case, to inherit the entitlement - there are too many manual steps for back office to re-entitle every work order. Often we have engineers which visit the same location on the same case (issue) more than once, this means that we may have a Case with a number of associated Work Orders. Is there anyway to pass through entitlement from first work order to any supplementary ones created?

Regards,

Mark

Message 2 of 4
Roast Chef
Roast Chef

Re: Enable the option to inherit entitlement from the case to the Work order

Hi Sigi Wise

Did we ever get anywhere or a work around with this?

This is one of our biggest challenges having to re-entitle every single WO; even when creating a second work order from a custom SFM within the first WO to create a "Revisit" work order.

I'd like to find out if we made any progress with this?

Regards,

Mark

Message 3 of 4
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Product Team
Product Team

Re: Enable the option to inherit entitlement from the case to the Work order

@deirdre_yee  - can we pull this idea out of the archive? Product team had updated it for consideration and possible solutioning. 

Regards,


Lacy Cotton-Hodgson
Product Manager
lacy.cotton@servicemax.com
Message 4 of 4
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