Entitlement conflicts
You can apply multiple entitlements to a single work order product or service because you can apply entitlements based on different work orders and work order product and service attributes that might be present. For example, in the first scenario, the entitlement was applied based on the work order billing account. In the second scenario, the entitlement was applied based on the customer asset category.
In such cases, all applicable entitlements show as options in the entitlement lookup field.
However, one entitlement is selected by default, first by the Entitlement Prioritization value, and second by the specificity.
The system assesses the entitlement prioritization values of all applicable entitlements and then selects the one with the highest priority (1 being the highest). Any priority value is greater than a blank priority value.
If no priority values exist, or if priority values are equal, the system will select the most specific entitlement.
Regarding the previous examples, the second scenario entitlement is applicable based on the billing account and the customer asset category, whereas the first scenario entitlement is applicable based only on the billing account. In this case, the second scenario entitlement is more specific because it's based on two factors and was chosen.
Though multiple entitlements might apply to the work order, and one of them is chosen by default, the user can manually override or disable an entitlement.
Configuration considerations
Consider the following factors during configuration:
Apply different discounts - If you want to apply a 10 percent discount on products and a 20 percent discount on services, it will require two entitlements.
If the work order service account matches the primary customer of the entitlement and the billing account doesn't, the entitlement won't be applied.
Apply entitlements to specific products or services - Adding products and services to the products subgrid in an entitlement will apply the entitlement when the product or service matches the work order product or service.
