Adding Isuzu Contract Operations to a Case

If an Isuzu truck has an Isuzu service contract, you can add the maintenance that contract covers, such as scheduled maintenance, brake service, or tire service, straight from the case. You see each service's labor time, parts, and coverage dates, and add it to the case in a few clicks. When the work is done, export it to Isuzu as a service contract claim. When Isuzu accepts the claim, a Claim ID appears on the case: that's your confirmation the contract will pay for the work.

What you need

• A case for an Isuzu truck that has at least one Isuzu service contract.
• This feature is turned on for your location. If you don't see it, contact your administrator.

See the covered services

1. Open the case.
2. In the left panel, under Recommended, select Service Contracts & Subscriptions. The first tab lists the truck's service contracts and their start and end dates.

3. Select the Contract Operations tab to see each service the contract covers

   

4. Select a service to view its details, such as labor time, parts, mileage range, date range, and sublets.

5. 

A service with a Performed on date has already been completed. You can't add it again.

NOTE:

• If you see a notification that says service contracts are available for this asset, select View on it to go straight to Service Contracts & Subscriptions.
• If the truck has more than one service contract, use Packages to show services from just one.
• Use Hide Expired to show or hide services outside their date range.
• In Canada, services are listed in kilometers.

Add a service to the case

1. On the Contract Operations tab, select a service without a Performed on date.
2. Select Add.
3. The Add button changes to Remove, and the service is added to the case.

The service details, such as labor time, parts, and date range, are also saved as a note on the operation.

NOTE: You can add only one service from each service contract at a time. While one is on the case, the other services in that service contract show a grayed-out Add button.

To take a service off the case, select Remove.

Send the claim to Isuzu

When the work is done, send the contract services to Isuzu for payment.

Before you send

Make sure the case has:

• A dealer code for your location.

• An RO number.
• An odometer reading for the truck.
• The complaint, cause, and correction filled in for each contract service. You'll find these in the VMRS Coding section of the Edit Operation page.

You don't need to set Reason for Repair. It's set to Warranty automatically when you add a contract service.

Send the claim

1. On the case page, go to Case Level Actions, below the operations table.
2. Select Export Warranty/Service Contract Claim.

If the option is grayed out, something is missing. Select the icon next to it to see what you still need. To fill in a service's complaint, cause, and correction, select the service's name in the list.

Contract services are sent as a service contract claim. Any regular warranty work on the case is sent as a separate warranty claim at the same time.

After you send

1. Check the export icon in the operations table. Hover over it to see the result:

   • "Last export was successful. Warranty Claim ID: [number]" means Isuzu accepted the claim.

   • "Last export successful but no Warranty Claim ID received" means Isuzu hasn't sent a claim ID yet.

   • "Error in the last export" shows an error code. Fix the issue and export again.

2. Isuzu sends the claim ID back after the export. Until then, the Claim ID field in the Additional Info section shows "pending...". When it arrives, the claim ID appears there, and on the operation under Warranty & Service Contract Info.

• The Claim ID is how you know Isuzu accepted the claim and you'll be paid. Keep it for your records, and use it when you follow up with Isuzu about payment.

• If the Claim ID still shows "pending..." after [CONFIRM: how long], or the operation shows Export failed, contact Decisiv Support.

• To learn more about Isuzu warranty claims, see Export Warranty and Goodwill Operations: https://support.isuzu.decisiv.net/hc/en-us/articles/37515618527895

Troubleshooting

• I don't see the Contract Operations tab. The truck may not have an Isuzu service contract, or the feature may not be turned on for your location. Contact your administrator.

• I see a message that the information couldn't be loaded. Isuzu's system might be busy or unavailable. Select Retry. If it still doesn't load, try again later or contact Decisiv Support.

• I exported the claim, but there's no Claim ID. Isuzu sends the claim ID back after the export, so the field shows "pending" for a while. Hover over the export icon in the operations table to check the result. If it shows an error, fix the issue and export again. If it still shows "pending" after, contact Decisiv Support.