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Raise the ticket as you always have — find the customer, the order, then the
item (see Changing an order after production release). What is new
is that every line you add tells you its warranty position.
Each item and assembly line on the ticket shows:
| Column | What it tells you |
|---|---|
| Warranty group | Which group the line resolved to. |
| Days allowed | The term that applied when this order’s clock started. |
| Days remaining | What is left today. Negative means expired. |
| Covered | Whether the line is inside its warranty. |
| Chargeable | Whether this line should be charged. |
| Reason | Why — in words. Editable, so you can record your own justification. |
Lines the system could not determine are shown amber. Treat amber as
“check this”, not as “charge this” — the Reason text says which
piece was missing.
The ticket-level Chargeable flag
The ticket itself carries a single Chargeable tick, which is what billing acts on. It
starts out following the lines: add a chargeable line and it ticks itself. The moment you set it
yourself it stops following them and keeps your decision — and reopening an existing ticket
always shows the stored value rather than recalculating it. So your judgement is never quietly
overwritten by adding another line.
Warranty is answered per part or assembly — a sealed unit, a lock, a hinge. A line for the
whole window or door cannot resolve a warranty group (a configured unit is not a catalogue part),
so it will always read as indeterminate. Select the component the customer actually wants
changed and you get a real answer.