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Provision a Service ​

This recipe sets up a service delivery from start to first work request. It covers creating an SVC entitlement (via order or manually), the auto-created contract and credit balance, and opening the first service request.

Prerequisites ​

  • WordPress admin access.
  • The customer's Organization exists and is verified.
  • A WooCommerce product with Entitlement Class set to SVC exists. See Sell a B2B Subscription, Part A.
  • Alternatively, you can create the SVC entitlement manually if the service was contracted outside the standard quote pipeline.

Steps ​

Part A: Create the SVC entitlement ​

Option 1 -- Via order (standard flow):

Follow Sell a B2B Subscription or Convert Quote to Order. When the order is paid, the system creates an SVC entitlement and provisions downstream resources automatically.

Option 2 -- Manual creation:

Step 1. Go to MIDDAG Account > Entitlements and click New Entitlement.

Step 2. Select the Organization.

Step 3. Set the Entitlement Class to SVC.

Step 4. Fill in:

  • Product/Service name -- what the customer is receiving (e.g., "Managed Hosting Support").
  • Start date -- when the service begins.
  • End date -- when the service period ends (or leave open for ongoing services).
  • Lifecycle -- ongoing (continuous, renews periodically) or project (fixed start and end).

Step 5. Click Save. The system provisions downstream resources.

Part B: Verify downstream resources ​

Step 6. Open the newly created SVC entitlement and check each section:

Service record:

Step 7. A Service record should exist, linked to the entitlement. Verify:

  • Type matches the work (e.g., support, consulting, development).
  • Lifecycle is correct (ongoing or project).
  • Status is active.

Contract:

Step 8. If the ProvisioningPolicy has auto-contract creation enabled, a Contract record should exist. Verify:

  • Status is draft (awaiting admin review and customer signature) or active (if auto-activated).
  • Start/End dates align with the entitlement.
  • Value reflects the contracted amount.

Step 9. If no contract was auto-created, create one manually:

  1. Go to MIDDAG Account > Contracts and click New Contract.
  2. Select the Organization and link the SVC entitlement.
  3. Fill in title, value, payment terms, start date, end date, and SLA terms.
  4. Upload the signed PDF if available.
  5. Click Save.

See Contract Lifecycle for the full contract management process.

Credit Balance:

Step 10. A CreditBalance record should exist, linked to the entitlement. Verify:

  • Balance shows the initial credit allocation (may be zero if credits are added separately).
  • Expiration reflects the credit expiration policy.

Step 11. To add credits to the balance:

  1. Open the CreditBalance record from the entitlement detail page.
  2. Click Add Credits.
  3. Enter the number of credits and an optional note (e.g., "Initial allocation per contract").
  4. Click Save. Credits are available immediately.

Jira link (optional):

Step 12. If the service maps to a Jira project, open the Service record and enter the Jira Project Key (e.g., ACME). This enables two-way sync of service requests.

Part C: Open the first service request ​

Step 13. From the admin panel: go to the Service detail page and click New Service Request.

From the customer portal: the customer navigates to Services, selects the active service, and clicks Request Service.

Step 14. Fill in:

  • Title -- a short summary of the work needed.
  • Description -- detailed explanation of the request.
  • Type -- maintenance, configuration, customization, or technical support.
  • Priority -- low, medium, or high (customer suggestion; admin can reclassify).

Step 15. Click Submit. The service request is created with status draft (or pending_approval if approval workflow is enabled).

Step 16. Credits are reserved from the balance when the request is opened. When the work is completed, credits are debited. This prevents overspending.

Step 17. The admin assigns the request, works on it, and transitions through: approved > in_progress > completed > billed.

Expected result ​

  • An SVC entitlement with status active exists.
  • A Service record, Contract (if policy allows), and CreditBalance are provisioned.
  • Credits are allocated and ready for consumption.
  • The first service request is submitted, and the credit reservation system is working.
  • The customer can see their service, contract, and credit balance in the portal.

Further reading ​