Entitlement

Overview

On the Entitlement dialog page, you define who is allowed to engage support that is covered by this contract. A support contract can be entitled to persons, organizational units, or locations.

For this, it is important to know the following definitions:

• If neither locations nor organizational units nor users are defined, the contract is valid for all persons (only the possible service scope, asset scope, and category scope restrictions are applied).
• If locations, organizational units, or users are defined, the contract is valid only for those specified persons or persons that belong either to the specified location or organizational unit.

Examples

A new SLA should be valid for everyone:

• Define nothing at all.

A new SLA should be valid only for the location Frankfurt:

• Define the location Frankfurt.

A new SLA should be valid for the location Frankfurt and also the VIP user Mike:

• Define the location Frankfurt.
• Define the user Mike.

A new SLA should be valid for the location Frankfurt, the organizational unit Development, and the VIP user Mike:

• Define the location Frankfurt.
• Define the organizational unit Development.
• Define the employee Mike.

A new SLA should be valid only for the user Mike:

• Define the employee Mike.