What Is the Source of Coverage?
When you access a call line in CAR, it already has a service type. This service type can be different for each item on a call. Using the item, serial number, and installed base reference, the system searches for a valid contract or warranty. If none is found, the default is the Default Call Service Type in Call Management Control. If both contract and warranty coverage exist, the system prompts you to choose either warranty or contract coverage for this item when you create a new call for the item or add the item to a call.
For any item, several conditions can be true:
• No coverage exists. The system uses the default call service type.
• Coverage exists only on a contract.
• Coverage exists only on a warranty.
• Coverage exists on both a warranty and contract and you select warranty.
• Coverage exists on both a warranty and contract and you select contract.
• A warranty is normally associated with the item in Service Item Maintenance, but this particular item does not have a warranty or it is expired.
Based on the coverage conditions, the system maintains three service types for each item on a call:
• Warranty Code. The warranty code can be blank. It comes from the installed base record first and can be either active or expired. If the item is not in the installed base but has a warranty code in Service Item Maintenance, that warranty is used. Warranty information is maintained even when a contract provides coverage.
• Contract Type. The contract service type can be blank. This information is only saved when a contract covers the item on the call open date. This is unlike the warranty code, which is kept for reference even if it is expired. The contract service type is saved even if it was not chosen as the source of coverage for the item.
• Service Type Used. This field always has a value. Service Type Used can be the warranty or contract saved in the previous two values. If there is no coverage, the value can come from the Call Default Service Type in Call Management Control. If you manually enter a service type on the call line, it is saved in this field.
You can change a call line’s service type only before you record activity for the line. Once you open reports, the field is display only.