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 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.
LN search for the service contract in the following sequence:
- Serial
- Item – Installation Group
- Installation Group
- Item
Note
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: