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SLA not working as expected when there is change to the entitlement [GE Healthcare GS]

SLA not working as expected when there is change to the entitlement [GE Healthcare GS]

SLA not working as expected when there is change to the entitlement [GE Healthcare GS]

Currently the entitlement engine doesn't remove SLA-Terms, stop SLA-Clocks, when there is a change on entitlement status, because SLA-Terms can be associated independently of entitlement.

Enhancement request - SMX018409

What is the underlying problem do you intend to solve with this idea?
Automate changes to SLA when entitlement status changes
How is the problem being addressed today, if at all?
Manual updates to applicable SLA Terms and Clocks
Product Area?
Preventive Maintenance Warranties & Contracts
What version of ServiceMax are you on?
Winter 17
3 Comments
Product Team
Product Team
Status changed to: Under Consideration

Adding some additional details from the original enhancement request: 

"If a Case has a selected Service Contract/SLA term (the SLA clock is running) and then another Entitlement Check is performed and changed to "Incident Not Covered" the customer feels the SLA clock be reset back to zero. It does not currently do this."

Product has clarified that this is not a defect, but due to the design of both SLA Terms and Entitlement. Currently the entitlement engine doesn't remove SLA-Terms, stop SLA-Clocks, etc. when a change is made to entitlement status. This is because SLA-Terms can be associated independently of entitlement.

We are considering how we might address this moving forward. 

 

Staff Chef
Staff Chef

Please keep #PitneyBowes in the loop on this Idea.

Product Team
Product Team

Will do, thanks @richard_lewis !!