Service Contracts

Service Contracts is the part where you set up a limit for any of your customers’ account. For example, in Service Contracts you can set up start date and due date for their account.

How to use

To create a new Service Contract manually in Second CRM, follow below step:

  1. Go to All > Support > Service Contract at the navigation area.
  2. Click on the + Add Service Contract button as shown in the figure below:

    sc

    Once you have clicked the button, your screen should appear just like below:

    sc1

  3. Enter Service Contract information. Fields marked with an asterisk [ * ] are mandatory.
  4. Once done, click the Save button to transfer your data to your Second CRM database.

The Used Units field in the Service Contracts module is defined by the number of Service Instances resolved by your Support center. The field value is computed based upon Status field of the Service Requests module, and Tracking Unit field for the Service Contracts module.

Tracking Unit Status Used Units
Incidents Closed Used Units + 1
Re-Opened Used Units - 1
Days Closed Days value in the Service Request Used Units + Days of Service Request
Hours value in the Service Request Used Units + (Hours of Service Request / 24)
Re-Opened Days value in the Service Request Used Units - Days of Service Request
Hours value in the Service Request Used Units - (Hours of Service Request / 24)
Hours Closed Hours value in the Service Request Used Units + Hours of Service Request
Days value in the Service Request Used Units + (Days of Service Request * 24)
Re-Opened Hours value in the Service Request Used Units - Hours of Service Request
Days value in the Service Request Used Units - (Days of Service Request * 24)

To View Service Contract details information:

  1. Go to All > Support > Service Contract at the navigation area.
  2. Click on the Service Contract subject and your screen should appear just like below:

    sc2

  3. The right side tab will display a view of the relations of the Invoices module with other modules, and maintains a log of the Invoice’s complete history in Second CRM.

Expiry Status

A Second CRM user can filter the service contract status based on due date, type of contract or even which product they are attached to.

To View Expiry Status:

  1. Go to All > Support > Service Contract at the navigation area.
  2. Click Create New Filter as shown below:

    sc3

  3. Enter the required information, and select the columns you would like displayed. Under All Conditions, select Due Date as the filtering field and Next Month as the condition, as shown in the figure below:


  4. sc4

  5. Once done, click Save to finish.
  6. Go back to the Service Contract module and click on the filter that you have just created, as shown below:

    sc5

You can perform the following operations by clicking on the Action drop down button in list view:
  • Select Edit to modify selected record(s).
  • Select Delete to delete selected record(s).
  • Select Import or Export to Import or Export a list of Service Contracts.
  • Select Find Duplicate to find the duplicate record(s).

List of operations you can perform on detail view of Service Contract record:
  • Click Edit to modify field information.
  • Click More > Delete to delete Service Contract record.
  • Click More > Duplicate to clone the Service Contract record.

Field Information

Table: List of default master data entry fields for Service Contract

Start Date Provide service start date.
Due Date Provide expected service end date.
Tracking Unit Select the desired tracking unit from the list accordingly. When a Service Request related to a Service Contract is closed, a lookup is done in the Hours and Days fields of the Service Request record, and the Used Units field in Service Contracts will be updated accordingly.
Total Units Specify number of service instances offer.
Used Units Automatically updated when Status field of Service Request associated with Service Contract is set to Closed.
End Date Automatically updated when Status is set to Complete, or Used Units reaches or exceeds Total Units.
Planned Duration Automatically updates when Service Contract will come to an end. Calculated as Due date - Start Date.
Actual Duration Time taken, in days, to complete the Service Contract. Calculated as End date - Start Date.
Progress(%) Automatically updated when the Used Units field is updated. Calculated as Used Units/Total Units * 100.


Second CRM is an award winning business automation solution, designed to make medium to large corporations more productive, by automating their business operations, using Internet and mobile technologies. Second CRM focuses on improving sales & marketing, customer support and operations.