vtiger510:Module Service Contracts
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| Faq | Howto |
Contents |
About
Service Contracts module helps to track professional and support service agreements. They are done at an item level (only for Services) in the Invoice/Quotes/SO/PO.
Following snapshot illustrates the Create View And Detail View of a Service Contract and the importance of different fields:-
Create View:
Detail View:
| NOTE:
Some of the fields are not shown in Create View where as shown in Detail View. Values for these fields are auto-computed based on the values of other fields |
Fields and Computations
| Field | Value | Description | Computation Criteria |
|---|---|---|---|
| End Date | Current date | Date which marks the end of the Service Contract. | When the status is set to 'Complete' (OR) when Used units reaches/exceeds Total units. |
| Planned Duration | Due Date - Start Date | Period (in days) for which the Service Contract is planned for. | Everytime the record is saved. |
| Actual Duration | End Date - Start Date | Actual period (in days) used by the Service Contract. | Everytime the record is saved OR When the Used units is updated. |
| Progress | (Used Units / Total Units) * 100 | Progress (in %) of the Service Contract. | Everytime the record is saved OR When the Used units is updated. |
| Related To | Account/Contact Name | Account or Contact for which the Service Contract is associated. | When Service Contract is added for a Service from a Invoice/Quotes/SO/PO, the 'Related To' is filled up with Account or Contact to which the Invoice/Quotes/SO/PO is associated (First precedence is given to Account name) |
| Tracking Unit | None/Hours/Days/Incidents | Unit based on with the Used units for the Service Contract is computed. | When Service Contract is added for a Service from a Invoice/Quotes/SO/PO, the 'Tracking Unit' is filled up with 'Usage Unit' of that Service. |
| Used Units | Sum of the units utilized by each of the closed Trouble Ticket associated with the Service Contract | Indicates the number of units utilized for the Service Contract |
|
Used Units
Two field of the Help Desk/Trouble Tickets module → Hours, Days and the Tracking Unit of Service Contract, affects the computation of Used Units.
Following is how the Used Units is Calculated:-
| Tracking Unit | Ticket Status | Used Units | |
|---|---|---|---|
| Incidents | Closed | Used Units + 1 | |
| Re-Opened | Used Units - 1 | ||
| Days | Closed | 'Days' for ticket mentioned | Used Units + 'Days' of Ticket |
| 'Hours' for ticket mentioned | Used Units + ('Hours' of Ticket / 24) | ||
| Re-Opened | 'Days' for ticket mentioned | Used Units - 'Days' of Ticket | |
| 'Hours' for ticket mentioned | Used Units - ('Hours' of Ticket / 24) | ||
| Hours | Closed | 'Hours' for ticket mentioned | Used Units + 'Hours' of Ticket |
| 'Days' for ticket mentioned | Used Units + ('Days' of Ticket * 24) | ||
| Re-Opened | 'Hours' for ticket mentioned | Used Units - 'Hours' of Ticket | |
| 'Days' for ticket mentioned | Used Units - ('Days' of Ticket * 24) | ||
| NOTE:
When the Status of a Trouble Ticket changes -> the Used Units of all the Service Contracts with which the Ticket is associated, are Re-Computed |
Related To
- When Service Contract is added to a Service from Invoice/Quotes/SO/PO -> Account name if not empty, otherwise Contact Name -> becomes the 'Related To' field value of the Service Contract.
- When a Trouble Ticket is associated with a Service Contract -> If 'Related To' field of the Trouble Ticket is empty -> It is filled with the 'Related To' field of the Service Contract ('Related To' is updated only once the ticket is associated with Service Contract, not during Trouble Ticket creation).
