Old Serial Number in Service Contract & Service request
I would like your advice for the following business scenarios:
1. Solution was sold to a customer. The solution contains several components, which translate in the IB into several instances in relationship.
2. As time go past, the customer purchase an upgrade to one of his original component (which is not serial control)
3. Both action triggered a service contract creation.
4. From Service request perspective, the customer open his service request on the original serial number. As long of the SN is linked to a contract the contract details auto populate into the Service request
5. However once the customer purchase new upgrade, a new contract is been created, with no serial number. That means that the customer will continue to open a service request on is legacy Serial number with no indication to the new purchase (the upgraded one)