| # Search path for service contracts When you initiate a call, or create a service order or a MSO (maintenance sales order), a transaction is generated for the item and serial combination. When Infor LN searches for an appropriate service contract for this transaction, the exact match of the item-serial combination for this contract and the transaction is no longer mandatory. Infor LN search for the service contract in the following sequence: Serial Item – Installation Group Installation Group Item Note Infor LN applies the most detailed match. The following scenario explains how the same items have different coverage because the Installation Group or the item (without a Installation Group) is linked to different service contracts: Step 1. The serialized items are sold to the sold-to-BP initially using a sales order Sales order 1 with n lines with serialized item A ser 123456, serialized item B ser 123123, serialized item C serial 345345 – linked to Installation Group 1 Sales order 2 with n lines with serialized item A ser 789005, serialized item B ser 234234, serialized item C serial 456456 – linked to Installation Group 2 Sales order 3 with n lines with serialized item A ser 333333, serialized item B ser 333334, serialized item C serial 333335 – not linked to a Installation Group Step 2. The service contracts are defined. Service Contract 1 and 2 at Installation Group level and Service Contract 3 at item level In the Service Contract, the conditions per Installation Group-ITEM combination or ITEM are specified : Note: Same item used for different contracts. SERVICE CONTRACT 1 (invoice all work) customer xyz Start from Jan-1-2011 Installation Group 1 Item A repair coverage 100 euro Installation Group 1 Item B repair coverage 120 euro Installation Group 1 Item C repair coverage 210 euro SERVICE CONTRACT 2 (e.g. all work warranty) customer xyz Start from Dec-1-2011 Installation Group 2 Item A repair coverage 50 euro Installation Group 2 Item B repair coverage 52 euro Installation Group 2 Item C repair coverage 53 euro SERVICE CONTRACT 3 Customer 333 <no Installation Group specified> Item A coverage 300 euro SERVICE CONTRACT 4 Customer 333 <no Installation Group specified> Item A coverage 375 euro Step 3. Service jobs are registered for the items that have a service contract In this example, service jobs are registered using a MSO. MSO order 1 for customer xyz -- Item A, ser 123456 : Infor LN identifies the Installation Group (Installation Group 1) to which the item belongs, and the service contract. This leads to a repair coverage of 100 euros. MSO order 2 for customer xyz – Item A ser 789005 : Infor LN identifies that the item is part of Installation Group 2 and identifies the service contract for Installation Group 2 and item A. This leads to a repair coverage of 50 euro coverage, Example under warranty. MSO order 3 for customer 333 – Item A ser 333333 : LN searches at the next more generic level. LN identifies the service contracts 3 and 4 for item A. LN selects the last contract identified (service contract 4 in this case) and applies the conditions. This leads to a repair coverage of 375 euros. |