Change Requests

Once a service contract is activated or approved you cannot change it directly, however there are several actions that you can carry out to maintain the service contract including creating a change request. When you create a change request, a snapshot of the contract at that point is taken so that you can make changes and track the history of changes. These fields on an activated contract are calculated as billing occurs for the service terms on that contract and change requests are applied:

  • Total NRC Invoice
  • Total NRC Not Invoiced
  • Remaining Contract Value
  • Last Invoice Date
  • Next Invoice Date

You can use a change request to change these fields on a service contract:

  • Service Term
  • Contract Term
  • Take Effect On
  • Billing Address

You can make changes to existing service contract lines by creating change request lines. You can edit an existing service contract line. You can also create a change request customer quotation from a change request.

Fields with a prefix of current or delta are read-only. Fields that begin with current provide the values of the service contract at the time the change request was created. Fields that begin with Delta show the differences to be applied to the service contract as a result of the change request lines you have created.

Multiple Change Requests

You can open more than one change request for a service contract at the same time depending on the configuration your administrator has chosen for the Allow Multiple Change Requests custom field of the Service Contract Settings custom setting, . See Allow Multiple Change Requests.

If there is more than one change request open for a service contract, you cannot change the values of fields at the service contract header level.

If a change request line already exists for a service contract line, it must be incorporated into the contract or canceled before you can:

  • Create a new change request line for that service contract line.
  • Cancel the service contract line.

In addition, the picklist value Locked has been added to the customer quotation line object. When you create a customer quotation from a change request and there is already a customer quotation line for an open change request, the Locked status is used to hide that line from the new customer quotation.