Adding an order - automatic detection of applicable contract line
When adding an order for a customer contract in the Work Orders TSI, the unique combination of data you enter for:
• customer
• service location
• service agreement service
• service level
ensures that the applicable contract line is automatically detected.
 | Even if an order is - strictly speaking - not part of the contractually agreed work, because Proactive reporting of contractual work applies, the corresponding contract line will be detected automatically by the system. |
The following conditions must be met for Planon to find the right contract line:
1. There are active contract(s), with the customer of the order as the accepting party.
2. In these contract(s), there are active standard SLA contract lines that are linked to the property specified on the order.
3. Among these contract lines(s), there are contract line(s) that are linked to the service agreement service specified on the order.
4. Among these contract lines, there is a contract line that matches exactly with the service level of the order.
If no service level is entered on the order, for example for non-contractual work or preventive maintenance,
◦ first only those contract lines that do not have any service level are taken into account.
◦ if there are no matching contract lines, contract lines are searched based on customer, property and service agreement service (ignoring the service level). If one or more contract lines are found, and these contain service levels, you must specify the service level (on a main order or request).
This detection process will find exactly one applicable contract line. In case multiple contract lines or no contract lines are found, you will receive a warning on saving the order. In that case, additional configuration may be required.
| | The date and time on which the main order is added is used to find the applicable contract line. |
Example: a service location P1 with Service agreement service SAS1, is linked to the following customers, contract lines and linked service levels:
Customer | Contract line | Linked service level |
Cust1 | CL1 | Gold |
Cust1 | CL2 | Silver |
Cust1 | CL3 | None |
Cust2 | CL4 | Gold |
When adding an order, the applicable contract line is found as follows:
Order | Customer | Service level | Contract line |
100.00 | Cust1 | Gold | CL1 |
101.00 | Cust1 | Silver | CL2 |
102.00 | Cust1 | Bronze | None |
103.00 | Cust1 | Empty | CL3 |
104.00 | Cust2 | Empty | None |