Close Remediation Sheet and Create Claim

Published on September 12, 2026 Service Assurance Hub

Close Remediation Timesheet and Create Assurance Claim

This workflow shows how the engineering team closes a remediation timesheet and how the system automatically generates an assurance claim when the total cost to company exceeds zero. The claim then flows to the approver for review, validation and approval, so customer costs can be adjusted against the support plan margin.

Overview: 8 steps across 3 roles: Engineer (Steps 1-5), System (Step 6) and Claim Approver (Steps 7-8). Finance monitors the resulting margin adjustment.

Phase 1: Engineer Prepares the Timesheet

Step 1: Engineer Opens Remediation Timesheet

Action: Engineer navigates directly to the remediation timesheet from the remediation task record.

Engineer accessing remediation timesheet from task record

Step 2: Review Cost Analysis

Action: Engineer reviews the total cost to company and total cost to customer. In this example, project components/parts and labor in the commitment policy were 100% covered, resulting in zero cost to customer.

Cost breakdown showing company and customer totals

💡 Key Point: Commitment policy coverage determines what portion of labor and parts is billable to the customer. Full coverage (100%) means zero customer cost.

Step 3: Complete Diagnostic Information

Action: Engineer fills in additional details on the remediation timesheet for processing, including diagnostic information and actions taken.

Diagnostic details and action taken documentation

Step 4: Validate Parts and Rework Codes

Action: Engineer reviews and validates parts and rework codes stored in the remediation timesheet to ensure accuracy.

Parts and rework codes validation screen

Step 5: Close Remediation Timesheet

Action: Once all details are complete and validated, the engineer closes the remediation timesheet by clicking the "Close Remediation Timesheet" button.

Close remediation timesheet action button

✓ Automatic Trigger: When cost to company for labor and parts exceeds zero, closing the timesheet automatically generates an assurance claim for company approval.

Phase 2: Claim Creation and Approval

Step 6: Assurance Claim Created

System Action: The system automatically generates an assurance claim that requires company approval because labor and parts costs exceed zero.

Auto-generated assurance claim record

Step 7: Claim Approver Reviews Assignment

Action: The claim approver receives the claim record assigned to their queue for review.

Claim record assigned to approver

Claim details for approver review

Step 8: Claim Approval and Margin Adjustment

Action: The claim approver validates the component and labor charge details, verifies coverage under the commitment policy, and approves the claim. Upon approval, the system automatically reduces the cost charges to the customer for the support plan/margin (managed by the finance team).

Claim approval with margin adjustment

⚠️ Finance Integration: Claim approval triggers automatic margin adjustment on the support plan. Finance team monitors these adjustments for accurate revenue recognition and customer billing.

Quick Reference

Key Takeaways

This workflow ensures proper documentation, cost validation and approval controls for remediation work:

1. Engineering completes remediation documentation with diagnostic details and parts/rework validation.
2. Closing the timesheet triggers automatic assurance claim creation when labor or parts costs exceed zero.
3. The claim approver reviews and validates all charges against the commitment policy.
4. Approval automatically adjusts the customer support plan margin for accurate billing and revenue tracking.

Knowledge Article Number: KA-00383