Custom entitlements scheme

Question

We have a complicated entitlement system, and I'm not sure how or even if I can configure JSM to accommodate it. Our customers can have multiple Support Agreements that can apply to different products, entitlements, and locations. These SAs do not roll up and aggregate at the Customer level, they remain distinct; for example, if you have 24x7 phone support at Location A (say, SA-1), that does not extend to Location B (SA-2 without 24x7 phone entitlement).

How might this be configured in JSM?

Art Kedzierski · Answer

We are still early in the evaluation phase of JSM, but likely moving forward with Premium. I will look into that.

Valerie Knapp_dpp5c6 · Answer

Hi @Art Kedzierski , thanks for the explanation and apologies for the confusion. Do you have Assets?

I think you could have an Assets configuration to create the structure between the organisations, support agreements and entitlements.

Art Kedzierski · Answer

Thanks for your response, Valerie.

It's not SLA, however, those are standard for all support agreements; it relates to the set of entitlements (services) a customer has for a specific project/deployment. Each support agreement is unique to that deployment/project.

Say for "Site A" a customer (Acme, Inc) purchases an agreement for the following entitlements:

* Business Hours phone support 
* Advanced Replacement

For "Site B" Acme, Inc purchases a more robust set of entitlements:

* 24x7x365 Phone Support
* Critical Case Support 24x7
* Advanced Replacement
* Hardware Repair

Basically, I need a selector between Organization and Entitlement, so the end user gets the appropriate set of entitlements when they submit requests.

Organization
  └─ Support Agreement
       └─ Entitlements