Support and Renewal Workflow

Ensure a system administrator completes the setup tasks:

  1. Create a support or renewal level.
  2. Associate an item with support and renewal items.
  3. Specify the default support and renewal settings for new billing schedules.

To use the support and renewal functionality where you can apply different support levels to items and update renewal information, follow this general workflow:

  1. On the Sales Order page, create a sales order.
  2. In the Sales order lines FastTab, add an item and edit any of the values as needed.
  3. In the header of the sales order, select the Invoice tab, and then select Support and renewal > Add support and renewal, which opens the Support and Renewal Process page.

    4. The header section is automatically updated with the default settings from the Advanced Recurring Contract Billing Parameters, which can be changed as needed. These values apply to all the support and renewal items (for example, if the billing frequency is Annually, all sales lines that have a renewal item are created with the annual frequency).

    To associate the sales order with an existing billing schedule, select a Billing schedule number.

    Tip: To change the support or renewal start date, set Override start date to Yes.

  4. On the Support and Renewal Process, select OK to return to the Sales Order.
  5. Select Generate > Invoice.

    6. When the sales order is posted, the billing schedule is created. A notification with the billing schedule information appears in the Message details. Make note of the billing schedule number.

  6. Open the All/Active Billing Schedules list and select the billing schedule number to review the details of the billing schedule on the Billing Schedules page.
    1. To review the details of the lines created, go to the Billing Schedule Lines FastTab and select Support and renewal. The Support and Renewal Audit page opens.
    2. After you are done reviewing the information, close the window.

    7. Note icon. Note: If the renewal start date for a billing schedule line needs to be changed, you can edit the Start date for the line on the Billing Schedules page. When you review the View Billing Detail page for the line, the Billing start date is updated with the new date and the Billing end date is recalculated based on the billing frequency. The renewal start date can be updated only if the first invoice for the renewal billing schedule has not yet been created and posted. After the first invoice is created and posted, the start date cannot be edited.