Modify a service contract line

Modify a service contract line so that you can update its existing configurations.

Before you begin

Role required:

• To create an order, you need sn_customerservice_manager and sn_ind_tmt_orm.order_agent.
• To create a quote, you need sn_customerservice_manager and sn_sales_common.sales_agent.

Procedure

1. Navigate to All > CSM/FSM Configurable Workspace.
2. In the Contracts and Entitlements list, select Service Contracts.
3. In the Contracts and Entitlements - Service Contracts list, select the service contract.
4. In the service contract lines related list, select the service contract line that you want to modify the characteristics and line items for.
5. Select Modify.
6. On the Configurator UI, modify the existing configurations for the service contract line.
   To learn more about the Configurator UI, see Exploring Sales Customer Relationship Management.
7. Select Update.
   An order or a quote will be created depending on the rules set in the Customer Life Cycle Workflows Policy decision table. For more info, see Configuring Customer Life Cycle Workflows Policy decision table.
   • If the selected target entity is a quote, a quote to modify the service contract line is created. You can click the quote number from the confirmation message to view the modified quote line items. The quote is approved and the status changes to Complete to create an order.
   • If the selected target entity is an order, an order to modify the service contract line is created. You can click the order number from the confirmation message to view the modified order line items.
8. In the Order Line Items related list, double-click the State value of the parent order line and set it to Completed.
   The modifications are visible on the service contract line.