Incident under warranty
Exception
Situation
A customer’s equipment fails under warranty.
Recommendation
Ticket linked to the asset; a Field Service Job under warranty creates no Invoice.
Why
Warranty work is not billed. Out-of-warranty work needs an explicit billing type or a Service Order.
Steps
- Create a Ticket linked to the asset.
- Dispatch a Field Service Job.
- Warranty part: close without charge.
- Out-of-warranty part: choose a billing type or create a Service Order.
Avoid
- Push warranty work into the Billing queue.
Roles & permissions
Service coordinator / Service Management manager.