Setup

Set Up Service Contracts

Before creating and processing a new service contract, you need to set up the following elements:

1. Number sequences: Define the number format and sequence for unique identifiers for each service contract.

   • You can view or update the number format by navigating to Asset management > Setup > Asset management parameters > Number sequences > Service contract.

2. Service templates: Set up templates that outline the attributes and parameters for the services applied to customer assets.

   • You can view or update the existing template or create a new template by going to Asset management > Setup >Service contracts > Service templates (screenshot 01).

3. Lifecycle states: Establish the different states a service contract will go through during its lifecycle (e.g., draft, active, expired).

   • You can view or update the lifecycle states by going to Asset management > Setup > Service contracts > Lifecycle states (screenshot 02).

4. Lifecycle model / workflow: Configure the workflow that governs transitions between lifecycle states, including revision and archiving processes.

   • You can view or update lifecycle models by going to Asset management > Setup > Service contracts > Lifecycle models (screenshot 03).

5. User permissions: Define permissions to control who can update or manage specific lifecycle state updates of service contracts.

   • You can define lifecycle state update permission setups by going to Asset management > Setup > Service contracts > Lifecycle state update permissions (screenshot 04).

01: Service template setup screen.

02: Screen to define service contract lifecycle states.

03: Screen to define service contract lifecycle models.

04: Screen to set user permissions for lifecycle state updates.

Create Service Contract

You can create a new service contract by providing essential details such as customer information, work order type, and the contract's validity period. You can add customer assets and services, with service details from a template automatically filled in, which you can customize. Once the contract is accepted by the customer, you can activate it. Any changes to an active contract will need a new revision.

To create a service contract:

1. Go to Asset management > Service contracts > All service contracts.
2. Application will display the All service contracts page with a list of all existing service contracts. To create a new service contract click the Create service contract button.
3. In the Create service contract dialog (screenshot 01), provide the following details for the service contract:
   • Description: Brief description of the contract.
   • Customer account: From the drop-down specify the customer account for which the service contract should be linked to.
   • Name: The name of the customer will be auto-populated based on the customer account selected.
   • Lifecycle model: Select the lifecycle model for the contract.
   • Work order type: Define the type of work orders associated with the contract.
   • Project ID: Select the project ID from the drop-down list if applicable.
   • Validity: Set the start and end dates of the contract.
4. After entering the details click the OK button to create and save the service contract.

01: Create service contract dialog.

Adding Customer Assets and Defining Attributes in a Service Contract

Once a service contract is created, you can assign customer assets for maintenance and define the services to be applied.

To assign customer assets for maintenance:

1. Go to Asset management > Service contracts > All service contracts.
2. On All service contracts page select the relevant service contract by clicking its serial number.
3. The application will open a detailed view page of the selected service contract (screenshot 01). Scroll down to the Services tab and select a template for the contract by clicking the Add line button.
4. When a service template is added, the attributes of the added template will automatically be applied to the service contract.
5. You can view the applied attributes by going to the Service attribute tab (screenshot 01). These attributes can be modified as needed to suit the specific requirements of the contract.
6. Click the Save button to save the updates.

01: Screen showing the detailed view page of service contract and 'Services attribute' tab.

Specifying contact persons for a service contract

You can assign contact persons to a service contract.

To assign a contact person for a service contract:

1. Go to Asset management > Service contracts > All service contracts.
2. On the All service contracts page choose the relevant service contract by clicking the serial number of the service contract.
3. The system will open a detailed view of the selected contract. In the Contact persons tab, select a contact person for the contract (screenshot 01).

Note:

• Only active contacts set up for the customer will be available for selection.
• Deactivating a contact person will not impact existing contracts.

01: Detailed view page of service contract displaying the 'Contact persons' tab.

Activating a service contract

Once the customer approves a service contract, you can activate it by updating its lifecycle state.

To update the lifecycle state of a service contract:

1. Go to Asset management > Service contracts > All service contracts.
2. On the All service contracts page, identify the relevant service contract, and from the top menu, navigate to Service contract > Update lifecycle state.
3. To activate the service contract, on the Update lifecycle state dialog update the lifecycle state to Active (screenshot 01).

Note:

• Once a service contract is in active state, it can no longer be modified.
• To make any changes to an active contract, you must create a new revision. Instructions for creating a revision are provided in the section - Revise Service Contract.

01: Update lifecycle state screen with the service contract lifecycle state as 'Active'.