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Matrix42 Self-Service Help Center

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.
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