Warranty handling on customer claims

The warranty on customer claim is based on the Tagged To field defined in the Customer Claim Lines (tscmm1110m000) session. The warranty applied to the claim line can be of the type Serialized Item Warranty or Generic Warranty.

Generic warranty

The claim cost can be Tagged To a Serial Warranty or Generic Warranty. When Tagged To is of the type Generic Warranty, the warranty is derived from the Service Type of customer claim. Otherwise, it is derived from the Serialized Items (tscfg2100m000) session.

If, on the customer claim header, the serialized item is not defined, the Warranty is derived from the Service Types (tsmdm0130m000) session. The Tagged To field is set to Generic Warranty in the Customer Claim Lines (tscmm1110m000) session.

Note
  • If the Force Generic Warranty check box is selected in the Service Types (tsmdm0130m000) session, you must define Generic Warranty in the Service Types (tsmdm0130m000) session. The Tagged To field is set to Generic Warranty and the generic warranty of the service type is defaulted in the Customer Claim Lines (tscmm1110m000) session.
  • If the Coverage Time defined in the Customer Claims (tscmm1100m000) session is not within the Effective Date and the Expiry Date of the Generic Warranty defined in Generic Warranties (tsctm5100m000) session, the Tagged To field is set to Generic Warranty in the Customer Claims (tscmm1100m000) session, but the defaulted Warranty from the Service Types (tsmdm0130m000) session is cleared.
Serialized warranty

For the Customer Claim Lines (tscmm1110m000) session, the warranty defined for the serialized item in the Serialized Items (tscfg2100m000) session is used by LN.

The following scenarios are applicable:

  • LN sets the Tagged To field to Serialized Item Warranty, if the Serialized Item Warranty Terms check box is selected and the Template field is specified in the Serialized Items (tscfg2100m000) session. Tagged To is set to Not Applicable when the warranty terms are expired and no Generic Warranty is applicable.
  • LN sets the Tagged To field to Generic Warranty, If the Serialized Item Warranty Terms check box is not selected and the Generic Warranty field is specified in the Serialized Items (tscfg2100m000) session. Tagged To is set to Not Applicable when the warranty terms are expired.
Note
  • When a service type with a Generic Warranty is defined on the Customer Claims (tscmm1100m000) session for which the Force Generic Warranty check box is selected, any applicable serialized item specific warranty is overwritten with the Generic Warranty from the service type.
  • If the Coverage Time defined in the Customer Claims (tscmm1100m000) session is not within the Effective Date and the Expiry Date of the Generic Warranty defined in Serialized Items (tscfg2100m000) session, the Tagged To field is set to Generic Warranty in the Customer Claim Lines (tscmm1110m000) session, but the defaulted Generic Warranty from the Serialized Items (tscfg2100m000) session is cleared.

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