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Entitlement Verification - Case Entitlement VF - SET006 No working properly

Entitlement Verification - Case Entitlement VF - SET006 No working properly

Entitlement Verification - Case Entitlement VF - SET006 No working properly

use case/scenario:

An installed product can have 2 active coverages under the same service

contract - there are some notable differences in the type of coverage they

have, but they are active and under the same service contract with a

start/end date. Today, Only one of the two active coverages is only shown.

Need to be able to show all active coverages even if under the same service

contract. Also, there isn't a way to truly rank them in the system so that

they can be entitled to a case or work order in the proper order. Auto

entitlement doesn't support that, and Interactive entitlement also doesn't

show both coverages, it only shows one active coverage under a contract and

ignores the other.

SET006 has been set to display the Product or Location line level. It is showing the Header SLA Term and not the Product Line Level SLA Term. I have tested it working in my own test org. It is not working in Bayer's sandbox org.

Should be displaying these SLA Terms:

https://bhc-us1--full2.cs43.my.salesforce.com/a4ld00000000BQF

https://bhc-us1--full2.cs43.my.salesforce.com/a4ld00000000BQG

SET006 has been set to display the Product or Location line level. It is showing the Header SLA Term and not the Product Line Level SLA Term

Steps to recreate:

1. Login

2. Click on Case #00539840

3. Click on Check Entitlement

4. Click on Check Entitlement

5. The header SLA term is displaying where the Product Line item's SLA term should be displayed.

What is the underlying problem do you intend to solve with this idea?
Need to be able to show all active coverages even if under the same service contract
How is the problem being addressed today, if at all?
N/A
Product Area?
Preventive Maintenance Warranties & Contracts
What version of ServiceMax are you on?
Summer 16