12/05/2017. Geneva Service Management

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1 12/05/2017

2 Contents Contents...4 Activate...4 Activate other applications... 4 Service management states...6 State flow customization...6 State flow example Implications of disabling SM state flows Application Designer Generate an SM application with default settings...18 Configure an SM application prior to generation Request management Request creation...41 Request states...46 Request approvals Agent assignment Collaborate on a request...54 Close a request Request task management...54 Core installation reference Installed with Core...61 Planned Maintenance Get started with planned maintenance...79 Maintenance plan management Maintenance plan examples...86 SM Planned Maintenance installation reference Facilities Facilities overview Field Field service process Get started with Field Field Overview module Manage work orders Manage work order tasks Work order templates Part requirements Dispatch work order tasks Auto assignment Dispatch map Execute work order tasks Field service groups Field SLAs Service management states Territory management Performance Analytics reports Request management Request task management Administer Field Finance Get started with Finance Finance process All rights reserved. ii

3 Contents Administer Finance Finance installation reference Request management Legal Legal process Get started with Legal Legal installation reference Request management Marketing Get started with Marketing Marketing process Marketing installation reference Request management Request creation Request states Request approvals Agent assignment Collaborate on a request Close a request Request task management Index All rights reserved. iii

4 refers to the service management applications you install, such as Facilities and Legal, and also any applications created using the Application Designer. Each of these applications allow you to manage business functions that require a request-type workflow where requests are approved, qualified, assigned, and completed. Activate The Core plugin is activated automatically when you activate any service management application. For information on subscribing to a service management application, see one of the following topics. Activate Facilities on page 92 Activate Finance on page 339 Activate Legal on page 374 Activate Marketing on page 411 Activate HR The Core plugin also activates the following plugins if they are not already active. Automatic Assignment Asset Management Process Flow Formatter State Flows Knowledge Management V3 Skills Management Territory Management Managed documents Task Activities Geolocation Geolocation Mobile Encryption Support Workbench Checklist Activate other applications After the Core plugin has been activated, you can activate other Service Management applications, such as Field and Facilities. You can also activate CMS portals for each of these applications to add them to the Portal All rights reserved. 4

5 Table 1: Other plugins to activate Plugin ID Facilities com.snc.facilities.core Manages facilities requests and enables users to report and track requests by their location on a floor plan. Activation of this plugin on production instances may require a separate license. Contact for details Facilities CMS Portal com.snc.facilities.core.cms Displays the Facilities Service Management application on the portal. Activation of this plugin on production instances may require a separate license. Contact for details. Field com.snc.work_management Provides support for scheduling and managing on location work. Field CMS Portal com.snc.work_management.cms Displays the Field Service Management application on the portal. Activation of this plugin on production instances may require a separate license. Contact for details. Finance com.snc.finance_service_automation Provides support for managing finance requests and enabling users to report and track those requests. Activation of this plugin on production instances may require a separate license. Contact for details. Finance CMS Portal com.snc.finance_service_automation.cms Displays the Finance Service Management application on the portal. Activation of this plugin on production instances may require a separate license. Contact for details. Human Resources Service Management: Core com.snc.hr.core Provides a basic data and security model for HR systems. Human Resources Service Management: Core CMS Portal com.snc.hr.core.cms Displays the Human Resources Service Mangement application on the portal. Activation of this plugin on production instances may require a separate license. Contact for details All rights reserved. 5

6 Plugin ID Legal com.snc.legal_service_automationprovides support for managing legal matters and enabling users to report and track matters. Activation of this plugin on production instances may require a separate license. Contact for details. Legal CMS Portal com.snc.legal_service_automation.cms Displays the Legal Service Management on the Service Management portal. Activation of this plugin on production instances may require a separate license. Contact for details. Marketing com.snc.marketing_service_automation Provides support for managing marketing requests and enabling users to report and track those requests.. Activation of this plugin on production instances may require a separate license. Contact for details. Marketing com.snc.marketing_service_automation.cms Displays the Marketing Service CMS Portal Management application on the portal. Activation of this plugin on production instances may require a separate license. Contact for details. Service management states From creation until closure, SM application requests for work (for example, work orders and facilities requests), and their respective tasks follow a life cycle tracked by the State field in Field Service Management and Facilities. The life cycle is controlled through business rules and UI actions that are updated by the system automatically. Note: The State field on the record is always read-only. State flow customization State flows control the sequence in which records transition between states in SM applications. An administrator can perform the following tasks: Add or delete states. Trigger events on particular state transitions All rights reserved. 6

7 Transition to another state automatically when data in a request or its task changes, or change states manually when the user clicks a button. Limit the choice list for the State field to those end states that are valid transitions from the given start state. Control the visibility and behavior of selected fields on a target table when records in that table change states. Create custom state flows. Turn off the State flows are enabled option on the configuration screen. Creating custom state flows requires scripting knowledge. Note: Users with the wm_admin role can create, read, update, and delete only work order flows and work task flows. Users with the facilities_admin role can create, read, update, and delete only facilities request flows and request task flows. Users with the wm_admin role cannot manipulate facilities records, and users with the facilities_admin role cannot manipulate work order records. How SM request and task state flows work State flows replace the standard process that controls how requests and their associated tasks move between states. The system creates business rules, client scripts, and UI actions that perform the transitions and field controls you specify. These programming elements remain in use while the state flow records that use them are present. When state flows on an SM application table are deleted, the system attempts to delete any unnecessary programming elements that were created on that table. You can limit the selections for the State field to valid states for the transition, based on the starting state. State flows provide the following controls: Manual transitions: A UI action, created automatically by the system when you provide a condition or a script, initiates a transition. Automatic transitions: A business rule, created automatically by the system when you provide a condition and a script, initiates a transition when changes are made to a request or task. Features available with state flows Custom transitions: Customize the order in which states can change for requests and task records. Field controls: Control the behavior and visibility of specific fields when a task changes states or reaches a specified end state. State choice list: Limit the values offered in a task record's State field to valid states for that transition. This is the same client script that the system creates to manage field controls for state transitions. Events: Trigger events when a state transition occurs or when a record reaches a specific end state. Start and end states You can create a custom state flow for processing that must occur when a task record makes a specific transition from one state to another. These records require a starting state and an ending state, and processing occurs during the transition between states. To perform some processing when a task record reaches a particular end state, you only need to define the end state. In some cases a state flow can have a starting state only, such as when you need to perform some type of cleanup after a task is canceled. A state flow might have no starting or ending state if the processing in the record applies to more than one state transition. The solution is to store the business rule or client script in a state flow record and create a condition to trigger processing for any state change that requires it. An example of this in work management is the All rights reserved. 7

8 Roll Up Changes business rule on the Work Order Task [wm_task] table. This business rule rolls up state changes that occur in tasks to the parent work order. State flow dictionary overrides A dictionary override in a state flow defines the starting state for all new records in a specific table. You set an override in tables that extend a base table only, so that your customizations are applied only to the extended table In a state flow record, select an Ending state. This is the override value which becomes the starting state for all new records in the table named. Click Create Default Value. The system populates the Dictionary override field with a value of state, which is the field in the task table affected by the override. The Dictionary override field is read-only. After the override is created, the system hides the Create Default Value button on all subsequent state flow forms for that table. Work notes in state flows Work notes are an important part of the state flow process and are used to communicate information about state transitions. The state flow adds work notes into the Work notes field of any task making this transition. For example, you might include the note, Task rejected by agent, in the Reject state flow, which occurs when the task moves from Assigned to Pending Dispatch. If an agent rejects the task and fails to enter a work note, this note tells the dispatcher why the task reappeared in the dispatch queue. Work notes added by an agent rejecting the task are appended to the work notes that are inherited from the state flow. These rules apply to state flow work notes: For a state flow with no Starting state, the work note is added every time the task transitions to the Ending state. For a state flow with a Starting state and an Ending state, the work note is added only when the task transitions from that starting state to that ending state. If two state flows with work notes have the same Ending state, but only one has a Starting state, the system adds the work notes from the state flow with the starting state. This better matches the state flow work note to the more important transition between specific starting and ending states. In the example here, the work note information is more pertinent to a task moving from Assigned to Pending Dispatch than to a task that reaches the Pending Dispatch state from an undetermined beginning state. Field controls in state flows You can define controls for individual fields that are enforced when a record transitions between states. Settings in the Field Controls section of the State Flow form enable you to apply field controls when the system detects a specified state transition or when the end state is the current state when the form is opened. The control is applied only to existing fields on the form. State flows cannot add fields to the form. For example, you might want the Problem field to be visible when an incident moves to the Awaiting Problem state. If the incident state changes to Awaiting User Info, you hide the Problem field and make the Caller field mandatory. The best practice when creating field controls is to configure state flow records with an ending state only and to create the correct behavior for every ending state you want to control. This ensures that the field controls are set properly when the user selects a new state, and also when the user returns a record's State field to the original state. Only specify a full state transition, with both a starting and ending state, when you want a particular behavior for that precise state transition All rights reserved. 8

9 Note: State flows use client scripts to enforce field controls. It is possible that your settings can be changed by existing UI policies, which execute after client scripts. Trigger events on state changes You can configure a state flow to trigger a registered system event when a task transitions from a starting state to a specified end state. For example, you can use events to trigger notifications and create script actions. You can configure a state flow to trigger a registered system event when a task transitions from a starting state to a specified end state. For example, you can use events to trigger notifications and create script actions. When you attach an event to a state flow, the system creates a business rule called State Flow Events for <table name> for the table specified in the state flow. If you specify a start and end state, the business rule executes when the record transitions from the start state to the end state. If the state flow only specifies an end state, the business rule executes whenever that end state is reached. The system creates one business rule for all state flows containing events on a single table. When all events or all state flows on a table are deleted, the system deletes the business rule. To create an event that fires when a work order task moves from a starting state of Work in Progress to an end state of Closed Complete: Register a new event on the Work Order Task [wm_task] table called task.closed. Navigate to State FlowsWork Task Flows. Open the state flow record Close Complete. 4. Select task.closed in the Event field and save your changes. The system automatically creates a business rule called State Flow Events for wm_task All rights reserved. 9

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11 Rebuild state flows You can rebuild state flows when a mismatch between existing and new sys_ids occurs. When you use an XML file to import a state flow record into an instance, the system attempts to match the incoming states with existing states by comparing sys_ids. Because the sys_ids of items in a choice list can vary between instances, the system can fail to match the states, even though they are otherwise identical. When matching fails, the start and end states of affected records are left blank or contain numeric values. To repair these records navigate to State Flows > Admin > Rebuild State Flows. This module runs a script that compares the numerical value of each item in the State field choice list until it finds a match in the imported state flow record. State flow cleanup The business rules, client scripts, and UI actions that the system creates automatically to perform custom transitions exist only while the state flow records that use them are present. When all the state flows on a table are deleted, the system attempts to delete any unnecessary programming elements that were created on that table, using these criteria: Table 2: State flow Cceanup Element Deleted When The state flow that created it is deleted. UI action Business rule Dictionary override Business rule that processes events triggered by All state flows for the table specified that have a state flow events configured are deleted. Client script (onload) All state flows for the table are deleted. Client script (onchange) All state flows with field controls are deleted. Work notes business rule All state flows with field controls or work notes are deleted State flow example Your business processes might require work order tasks to be accepted automatically when dispatched to an agent. you must create a new state flow record that automates the transition from Pending Dispatch to Accepted and bypasses the Assigned state in which agents can reject tasks. This prevents the system from running the manual script associated with UI actions. The automatic script performs the jobs that the manual script performed, such as updating the date and time the task was dispatched, or to do additional work such as sending a notification Navigate to State Flows > > Service Order Flows. Open the Assigned record that defines a task transition from a starting state of Pending Dispatch to an ending state of Assigned All rights reserved. 11

12 This is an automatic state change that occurs when an agent's name is added to the Assigned to field and the task is updated All rights reserved. 12

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14 3. Change the name of the state flow. 4. In this example, change the name to Skip Agent Acceptance. Change the value in the Ending state field to Accepted. 5. This transition allows you to bypass the Accept state flow record that enables agents to reject tasks. Do not change the settings in these fields: Automatic condition string: This condition ensures that the current state is at Pending Dispatch and the value in the Assigned to field changes: current.state == 10 && current.assigned_to.changes() Automatic condition: The condition [Assigned to] [is not empty] ensures that all dispatched tasks are accepted automatically. Note: The previous two condition statements have an [and] relationship. In this example, the business rule runs when a task in a state of Pending Dispatch is assigned to any agent Automatic script: The automatic script sets the time the task was dispatched, using the method: current.dispatched_on = gs.nowdatetime();. 6. Copy the record using the Insert and Stay command. 7. This action increments the record number and clears the Business rule field. The system automatically creates a new business rule, using the name of the new state flow record. The Skip Agent Acceptance business rule moves the task from Pending Dispatch to Accepted automatically when a dispatcher enters a user name in the Assigned to field. Note that any changes you make to this state flow record in the future are executed by this business rule. Ensure that the Active check box is selected All rights reserved. 14

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16 8. In the Work Task Flows list, locate the Accept state flow record and change the Active status to false. This action deactivates the transition that allows agents to accept tasks and moves the state flow directly from Pending Dispatch to Accepted. Implications of disabling SM state flows State flows are used by SM applications to control how a work order or request automatically transitions from one state to the next. When state flows are disabled, various aspects of the system are also changed, as described here. It is recommended that you read this page before setting the Enable state flows configuration option to Off. After the configuration is saved, state flows cannot be re-enabled from the user interface. When state flows are disabled, the state transition-related behavior of the following business rules, UI actions, and security rules are affected. Business rules on requests: Business rules on tasks: When the Spam button on the request form is clicked, the state is not changed, but the work notes indicate that the request was closed as spam. UI actions on tasks: The part of Build scratchpad and display info messages that shows an error message if a task is pending dispatch and aut-assignment fails is disabled. For the Validate changes business rule, the only part that runs is when the system checks for work notes and rolls them up. UI actions on requests: Apply dispatch method Populate schedule Populate schedule - new SOT (service order task) Transitions Unassigned The following business rules run partially: Group change validation Move tasks to pending assignment Request-driven dispatch Unassigned Verify work notes Assign to me View task on map New Security rules: State-based aspects of security rules no longer apply. For example, when state flows are enabled, the Short description field is not editable when a request or task is closed complete, incomplete, or canceled. When state flows are disabled, the Short description is always editable. Role-based aspects of security rules continue to apply when state flows are disabled All rights reserved. 16

17 Additional changes when state flows are disabled: The process flow formatter is removed from request and task forms. The State field can be edited on request and task forms. The following configuration fields are changed: Process lifecycle is set to request-driven. Assignment method for requests is set to manual. Assignment method for tasks is set to manual. Approval for new request required is disabled. Qualification is required for new requests is disabled. Agent must accept or reject the assigned task is disabled. Use dispatch queue is disabled. Re-enable state flows When service management state flows have been disabled, they cannot be re-enabled from the user interface. State flows can, however, be re-enabled by running a script for each service management application. For each service management application, run the following script: var gr = new GlideRecord( sm_config ); gr.get( name, {YOUR_APP_NAME} ); //this can be looked up by navigating to the sm_config list gr.use_sf = true; gr.update(); Application Designer The Application Designer allows you to create custom applications that use a similar service management workflow. There are three options for creating SM applications: basic intermediate advanced Each option contains a different set of capabilities and allow you to create the application with the click of a button. You can also configure the SM application specific to your organization's needs. This video demonstrates how to get started with the Application Designer. Note: The Application Designer is not supported for the Internet Explorer 8 and 9 browsers. To create custom applications, you must upgrade to at least IE All rights reserved. 17

18 Generate an SM application with default settings Generating an SM application with the default settings is a very simple process Navigate to System Applications > Applications. In the Develop tab, click New. 3. Next to Start from a template, click Create All rights reserved. 18

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20 Enter a unique Application name for this application. The application name can be a maximum of 20 characters. Only letters, digits, spaces, and underscores (_) are valid. If you enter the name of an existing application, you will be asked to select a different name. The Application scope field defaults to an x prefix that identifies this as a custom application, an optional instance vendor prefix that identifies your company, followed by the application name. You can accept the default or change it, if needed. If you enter the application scope of an existing application, you will be asked to select a different name after you click Create. Click Create in the section that identifies the type of application you want to create. A confirmation box opens and displays the default configuration settings that the new application will inherit. Click OK. A confirmation box appears. Click View App. All of the files you need to run the application, including tables, roles, properties, ACLs, and navigation menus are created, and the new application appears All rights reserved. 20

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22 Note: Click the annotation icon ( of the fields. ) in the header to view on-screen descriptions of each Elements in a generated SM application Standard elements are created when you generate an application using the SM application designer. Table 3: Service management elements Element Tables and form layouts Request and supporting task tables Requests and supporting tasks are given auto-generated number prefixes and use default form layouts. Request tables are extended from the service order, and tasks are extended from the service task. Note: Auditing is turned on for both the request and supporting task tables All rights reserved. 22

23 Element State flow tables State process flows provide a visual subway bar to identify the request's or task's current state. Completed tasks appear in green. State flows are associated with UI actions and business rules. The states that display depend on your settings on the application's Configuration screen. For example, if you set the Approval slider to OFF, the states relating to approval are not displayed in the process flow formatter, and the request moves to the next state. Note: The workflow identified in the subway bar represents the default approval workflow. If needed, administrators can create and use their own approval workflows. Request and task template tables Templates for common requests and tasks, including model categories. Template tables are extended from the product model All rights reserved. 23

24 Element Roles The following roles are copied from service management and prefixed with the name of the service management application. admin basic initiator qualifier dispatcher agent approver Request and supporting task model categories Sets cmdb_model_category field default in all request and supporting task templates. Properties Properties categories Properties categories are copied from facilities management and facilities management geolocation, and prefixed with the name of the service management application. For a list of properties, see Properties in a generated SM application on page 25. Properties categories are copied from facilities management and facilities management geolocation, and prefixed with the name of the service management application. For a list of properties categories, see Property categories in a generated SM application on page 26. Access control lists Access control lists are copied from service management and prefixed with the name of the service management application. Service catalog If Catalog item on is set to true, any new request template will automatically be associated with a new service catalog item in the default category. The service catalog contains default categories. If no name is provided, this field defaults to a variation of the name of the service management application. Knowledge base The knowledge base is prefixed with the name of the service management application. Templates Templates are created within the product catalog menu. Navigation menus Application menus and modules are created All rights reserved. 24

25 Element CMS application An icon and text description is added to the CMS site. Additional Modules for SM Applications Depending on the logged-in user's role and configuration settings in the application designer, certain other modules may be displayed in SM applications. If the logged-in user has the approver role, and the Approval is required for new requests option is set, the SM application menu will contain My Approvals. If the logged-in user has the qualifier role, and the Qualification is required for new requests option is set, the SM application menu will contain Awaiting Qualification. If the logged-in user has the dispatcher role, and the Tasks are dispatched via auto-assignment option is set, the SM application menu will contain My Dispatch Queue. Properties in a generated SM application When you generate an application using the SM application designer, a set of properties are created. Table 4: Generated SM application properties Property {property_prefix}.autodispatch.skills Indicates whether skills should be used for autodispatch. {property_prefix}.allow.toll.roads Indicates whether toll roads should be allowed when routing. {property_prefix}.rush.travel.buffer Percentage to add to all rush hour travel. {property_prefix}.limit.location Limits the dispatch groups available based on the location of the task. {property_prefix}.evening.rush.hours Indicates the evening rush hour span. {property_prefix}.autodispatch.location Indicates whether location should be used for auto-dispatch. {property_prefix}.morning.rush.hours Indicates the morning rush hour span. {property_prefix}.default.start.time Identifies the default start time for agents when no schedule is provided. {property_prefix}.autodispatch.geolocation Indicates whether geolocation should be used to update the estimated travel time for a task. {property_prefix}.work.spacing Identifies the amount of time (in minutes) to add between tasks. {property_prefix}.default.end.time Identifies the default end time for agents when no schedule is provided. {property_prefix}.travel.buffer Identifies the percentage to add to all travel times All rights reserved. 25

26 Property {property_prefix}.max.agents.processed Identifies the maximum number of agents to be processed at a time using auto-dispatch. Property categories in a generated SM application When you generate an application using the SM Application Designer, a set of property categories are created. Table 5: Generated SM application property categories Property category Included properties Main category The name of this category is the same as the application label (for example, Legal). {property_prefix}.default.end.time {property_prefix}.default.start.time Dispatch category The name of this category will be a variation of the name of the service management application (for example, Legal Dispatch). {property_prefix}.max.agents.processed {property_prefix}.work.spacing {property_prefix}.autodispatch.location {property_prefix}.autodispatch.skills {property_prefix}.limit.location Geolocation category The name of this category will be a variation of the name of the service management application (for example, Legal Geolocation). {property_prefix}.rush.travel.buffer {property_prefix}.travel.buffer {property_prefix}.allow.toll.roads {property_prefix}.morning.rush.hours {property_prefix}.evening.rush.hours Configure an SM application prior to generation Configure an application to your organization's needs before it's generated Navigate to System Applications > Applications. Click New. Next to Start from a template, click Create All rights reserved. 26

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28 Enter a unique Application name for this application. The application name can be a maximum of 20 characters. Only letters, digits, spaces, and underscores (_) are valid. If you enter the name of an existing application, you will be asked to select a different name. The Application scope field determines where an application runs and what resources from other applications it can access. It defaults to an x prefix that identifies this as a custom application, an optional instance vendor prefix that identifies your company, followed by the application name. You can accept the default or change it, if needed. Click Configure in the section that identifies the type of application you want to create. The default configuration settings for the specified application type appear. Fill in the Application Settings fields. Table 6: Application settings fields Field Configuration Defaults by Type Request number prefix The prefix applied to all All types request numbers created using your application. This field defaults to a prefix based on the application name, followed by an R for request. For example, if your application name is Legal Matters, the request number prefix will be LMR. If you have another application that already uses this prefix, you must change it. This prefix will be applied to all request numbers created using your application. Task number prefix The prefix applied to all All types task numbers created using your application. This field defaults to a prefix based on the application name, followed by a T for task. For example, if your application name is Legal Matters, the request number prefix will be LMT. If you have another application that already uses this prefix for tasks, you must change it. This prefix will be applied to all task numbers created using your application All rights reserved. 28

29 Field User role prefix The prefix applied to all All types user roles defined for the application. This field defaults to the application name. If you have another application that already uses this prefix for user roles, you must change it. Create CMS pages Creates an icon for your application to be added to the Shared Service CMS Portal. This switch appears only if you have first activated the CMS User Interface - Service Management Core plugin. If you do not activate the plugin, the switch will not be displayed and the icon for your application will not appear on the CMS portal. Configuration Defaults by Type All types The remaining options on the configuration screen are arranged in a multiple-tabbed layout, as follows: 8. The Business process tab contains options for setting up the request lifecycle, creating catalogs and requests, and configuring notifications. The Assignment tab contains options for setting up manual and auto-assignment. The Add-ons tab contains options for enabling the knowledge base, managed documents, and task activities. Fill in the fields on the Business process tab. Note: The Configuration screen contains many configuration options. An option is enabled when the switch appears green and is toggled to the right. All configuration options listed in the Dependency must be enabled in order for the option to be displayed All rights reserved. 29

30 Table 7: Configuration screen - Business Process Field Dependency Lifecycle Enable state flows Enable this option to use state flows consistent with all service management applications. If you prefer to create your own state flows using business rules, client scripts, and UI actions, disable the option. A confirmation box displays and includes a link to a help article that describes the implications of disabling state flows. We highly recommend that you read the article before proceeding. If you disable state flows and save the configuration, this configuration option is removed from the screen and state flows cannot be re-enabled from the user interface. Process lifecycle Select request driven (subtasks are optional) if you do not want to require tasks to fulfill requests. When the request lifecycle is request driven, requests can be directly assigned to users in an assignment group. Users can still add tasks to requests; however, closing all tasks will not automatically close the request. Enable state flows is turned on. Note: If the Enable state flows option is not selected, the process lifecycle becomes requestdriven and this field is not displayed All rights reserved. 30

31 Field Dependency Select the method for assigning requests: Lifecycle Assignment method for requests using auto-assignment: Requests are automatically assigned. using a workflow: You will be prompted to select the workflow you want to use for assignment. manually: you must manually assign requests. Enable state flows is turned on. Process lifecycle: request driven (subtasks are optional) Note: The Process Lifecycle option is not available in all service management applications. Note: If the Enable state flows option is not selected, the assignment method defaults to manually and this field is not displayed. Use this workflow to assign requests Select the workflow for dispatching requests. Enable state flows is turned on. Process lifecycle: request driven (subtasks are optional) Assignment method for requests Note: The Process Lifecycle option is not available in all service management applications. Approval for new request required If this option is disabled, all requests in the Awaiting Approval state are automatically approved. Enable state flows is turned on All rights reserved. 31

32 Field Dependency Lifecycle Use this workflow for approvals Select the approval workflow for requests. An approver must provide one of the following approval responses before requests can move to the next state: Enable state flows is turned on. Approval is required for new requests Approved Rejected More information required Duplicate Note: If you do not select a workflow, the default workflow, Approval Workflow for SM, will be used. This workflow requests an approval from all users with the wm_approver_user role. Assignment method for tasks Select the method for assigning tasks: Enable state flows is turned on. Enable state flows is turned on. Assignment method for tasks using auto-assignment: Tasks are automatically assigned. using a workflow: You will be prompted to select the workflow you want to use for assignment. manually: you must manually assign tasks. Note: If the Enable state flows option is not selected, the assignment method defaults to manually and this field is not displayed. Use this workflow to assign tasks Select the workflow for assigning tasks All rights reserved. 32

33 Field Dependency Lifecycle Agent must accept or reject the assigned task Enable this option to require the assigned agent to accept or reject the task. Enable state flows is turned on. Copy task work notes to request Enable this option to synchronize task work notes with the work notes on the order or request. When work notes are added in the task, the same work notes appear in the order or request. Enable state flows is turned on. Catalog and Request Creation Create or update requests by inbound . Enable this option to allow inbound messages to create or update requests. This option must be enabled to allow requests to be marked as spam. Requests are created using Select catalog or regular form to activate the catalog and enable automatic publishing of request templates to the catalog. Select regular form only to deactivate the catalog and disable automatic publishing of request templates to the catalog. Templates create a dedicated catalog item Enable this option to activate automatic publishing of catalog items for the application. Notification All rights reserved. 33

34 Field Dependency Lifecycle Send a notification when a field changes for a task or request. You can configure notifications to be sent to specific recipients when selected fields in requests and/or tasks change. 1. From Table, select Request or Task. 2. From Field, select the field to use for generating notifications. When a change is made to the selected field, a notification is sent to the recipients identified below. 3. From Recipients, select one or more recipients 4. If you select a specific user or a specific group, you are prompted to select a user or group. 5. To define additional notifications using other fields or recipients, repeat the steps above on the next line. 6. To remove a notification, click the delete notification icon ( ) to the right of the notification. 9. Click the Assignment tab and fill in the fields. Table 8: Configuration screen - Assignment tab Field Dependency Manual Assignment Assign requests or tasks based on assignment group coverage areas Enable this option to limit the selection of groups from the Dispatch group and Assignment group fields to groups that cover the location of the task All rights reserved. 34

35 Field Dependency Use dispatch queue Enable this option to use the dispatch group for manual assignment. Enable state flows is turned on. Process lifecycle: lifecycle is task driven Auto-Assignment - Scheduling Auto-selection of agents will consider agent or task schedules Enable this option to allow auto-assignment to use the schedules of the agents or tasks to determine who can be assigned to each task. Additionally, the Estimated work duration field is not mandatory when this configuration option is disabled. Enable state flows is turned on. Process lifecycle: lifecycle is task driven Note: The Process Lifecycle option is not available in all service management applications. Auto-selection of agents will consider time zone for tasks Enable this option to consider the time zone of the agent when assigning a task. Enable state flows is turned on. Enable priority assignment Enable this option to use priority assignment for autoassigning agents. Enable state flows is turned on. Process lifecycle: lifecycle is task driven Auto-selection of agents will consider agent or task schedules Note: The Process Lifecycle option is not available in all service management applications All rights reserved. 35

36 Field Dependency Use this priority list for priority assignment Select priorities for assignment. Enable state flows is turned on. Process lifecycle: lifecycle is task driven Auto-selection of agents will consider agent or task schedules Auto-selection of agents will follow the sun for tasks Note: The Process Lifecycle option is not available in all service management applications. Auto-Assignment - Additional Factors Auto-selection of agents will consider location of agents Enable this option to use the agent and location when determining who to assign the task to. Agents closer to the task location will get preference. Enable state flows is turned on. If using Process lifecycle: lifecycle is task driven, then If using Process lifecycle: lifecycle is request driven, then Assignment method for tasks: using auto-assignment Assignment method for requests: using auto-assignment All rights reserved. 36

37 Field Dependency Auto-selection of agents for tasks requires them to have skills This option determines the degree to which skills must be matched to a task when determining autoassignment. Select all to require that an assigned agent have all of the skills to perform the task. An agent who lacks one skill is eliminated. Select some if you want agents who have most of the skills needed to perform the task. Select none if you want to auto-assign agents without taking skills into account. Enable state flows is turned on. If using Process lifecycle: lifecycle is task driven, then Assignment method for requests: using auto-assignment Enable state flows is turned on. If using Process lifecycle: lifecycle is task driven, then Assignment method for tasks: using auto-assignment If using Process lifecycle: lifecycle is request driven, then Auto-selection will attempt to Enable this option to auto assign the same agent to all assign all tasks for a request tasks in a request to the same agent. Assignment method for tasks: using auto-assignment If using Process lifecycle: lifecycle is request driven, then Assignment method for requests: using auto-assignment 10. Click the Assignment tab and fill in the fields. Table 9: Configuration screen - Add-ons tab Field Dependency Documentation Enable a dedicated knowledge base Enable this option to activate the knowledge base for the application. Enable managed documents Enable this option to add a related list to managed documents All rights reserved. 37

38 Field Dependency Documentation Enable task activities Enable this option to log the task interactions and communications, such as phone calls and messages. Maps Enable maps Enable this option to use maps. 11. When you are done configuring the application, click Create. A confirmation box opens and displays your settings. 12. Click OK. 13. Click View App All rights reserved. 38

39 2017. All rights reserved. 39

40 application types Use the SM Application Designer to create basic, intermediate, or advanced applications, each with a different set of capabilities and default configurations. Table 10: SM application types Type Default Configuration Basic Basic applications use a request-driven process. This process allows parent records, such as work orders, facilities requests, and HR cases, that contain a single task to streamline the request process by displaying information from the parent and task records on the same form. Intermediate applications use a task-driven process that is useful for requests that contain multiple tasks. Intermediate Requests are assigned via auto-assignment. Requests are created using a dedicated catalog. Templates automatically create catalog items. A dedicated knowledge base is available Approvals are required for new requests, and the Approval Workflow for SM is used. Tasks are assigned via autoassignment. Requests are created using a dedicated catalog. Templates automatically create catalog items. A dedicated knowledge base is available. Managed documents are used All rights reserved. 40

41 Type Default Configuration Advanced Advanced applications use a task-driven process that is useful for requests that contain multiple tasks. Approvals are required for new requests, and the Approval Workflow for SM is used. Tasks are assigned via autoassignment. After tasks are assigned, they must be accepted or rejected by agents. Part requirements are needed by agents. Requests are created using a dedicated catalog. Templates automatically create catalog items. A dedicated knowledge base is available. Managed documents are used. Time tracking is used. The new application uses dispatch queue. Note: You can modify the configuration prior to the application generation process or after. You can even convert a basic application to an intermediate or advanced application, or create a hybrid application. Request management Service management (SM) applications use a common request management process. Each of the applications allows you to manage business functions that require a request-type workflow in which requests are approved, qualified, assigned, and completed. Agents need to regularly access request records as they resolve requests and correspond with the submitters. They can also access built-in reports to see information like the number of active or unassigned requests for a particular SM application. Request creation Requests are created differently based on the role that has been granted to the user. Department administrators can create requests differently than an employee can. Create a request through the catalog The catalog provides several different categories so users can choose the one that closely relates to their request Navigate to Self-Service > [SM application] Catalog. Choose from the displayed categories. Select a subcategory, if necessary All rights reserved. 41

42 4. Fill in the fields on the form. Note: Each service management application displays different fields. Table 11: Catalog fields 5. Field Opened for The name of the person submitting this request. Select a new name if you are opening this request on behalf of another user. Location The location for this request. Priority The priority that describes the importance of this request. Short A brief summary of the request. Detailed A detailed description of the request. Click Submit. Note: If the catalog fields do not display on the request form, you can configure the form and add the SM Variable Editor related list. Create a request using the request form The request form allows you to associate a request with a configuration item, which is affected by the request in an SM application. Associating a CI to a request helps your configuration management team understand which services could be negatively impacted by the request issue. You can also use this form if you want to include additional comments and work notes for the request Navigate to [SM application] > Requests > Create New. Fill in the fields on the form, as appropriate. Table 12: Request form fields Field Number An auto-generated number that identifies the request record. Company The name of the company from which the request initiated. Caller The name of the requester. Affected CI A CI affected by this request. Location The location associated with this request. Verify that the location is correct. If it is not, you can select another location record All rights reserved. 42

43 Field Template The template for creating this request (optional). Click the reference lookup icon and select a template. The request will be populated with all fields in the selected template including all subtasks and part requirements (if applicable). Opened Auto-filled with the date and time the request was opened. Priority The priority that describes the importance of this request. By default, all requests are set to 4-Low. State The state that describes what work stage this request is in. By default, all requests are set to Open. Assignment group Select the group from which an agent is assigned to the request. You can select only assignment groups associated with the service management application you are using. Note: If you selected the [SM application name] will use the dispatch queue option on the Configuration screen, only users with the Dispatcher role can edit this field. If you selected the [SM application name] will not use the dispatch queue option, all users except those with the Basic and Initiator roles can edit this field All rights reserved. 43

44 Field Assigned to Select the agent to assign the request to. If you already selected an assignment group, you can only select agents who belong to that group. If notifications are enabled on your instance, a built-in notification automatically sends an to this user when you save the request record. Notes: If you selected the [SM application name] will use the dispatch queue option on the Configuration screen, only users with the Dispatcher and Agent roles can edit this field. If you selected the [SM application name] will not use the dispatch queue option, all users except those with the Basic and Initiator roles can edit this field. If you selected an assignment group and want to assign the work to a new user, click the reference lookup icon next to Assigned to, click New, and create a new user. Be aware, however, that you must navigate to User Administration > Groups and add the user to the assignment group before the request can be assigned. Initiated from Specify the incident or task from which this request was created. Billable Select this check box if the request is billable. Short description [Required] A brief summary of the request. Optionally, you can click the search knowledge icon to view articles in the knowledge base relating to this product model, plan, or CI. Doing so could provide a solution related to the reason you are submitting this request. A detailed description of the request. The description is always visible to the submitter. Therefore, if you add or modify the description for a request that another user submitted, the user is able to see the changes. Work notes Additional notes that you want to share between users who can access the request form. A user who submits the request through the service catalog cannot see the work notes All rights reserved. 44

45 Note: If you specify an Assignment group, and you want to assign the work to a user who is not already in your user table, you can click the magnifying glass icon in the Assigned to field, click New, and create the new user record. Be aware, however, that the new user will not be recognized. 3. Click Submit Request creation using inbound actions Requests can be automatically created or updated from the information in inbound s as long the functionality has been enabled on the SM application's configuration screen and the s are sent to a mailbox defined by criteria in the appropriate inbound action. After the functionality has been enabled by selecting the Requests can be created and updated by inbound option on the application configuration screen, three inbound actions are available for the SM applications available in the base system, as well as for new applications created using the SM application creator. Create a request from an inbound Requests can be automatically created from the information in inbound s as long the functionality has been enabled on the SM application's configuration screen and the s are sent to a mailbox defined by criteria in the appropriate inbound action Navigate to System Policy > > Inbound Actions. Select the inbound action called Create [application name] Request. The inbound action record opens and displays the default conditions that trigger the inbound action. When an is sent to the mail list defined by the criteria in Actions, a request is created with the following information: 3. The Contact type is set to . The sender (if found) populates the opened_by and Caller fields for a newly-created sm_order based item. The subject populates the Short description field. The body populates the field. The sender's company (Sender->Company) populates the Company field. The sender's location (Sender->Location) populates the Location field. The entire is copied into the Work notes field. You can use the action as it is or modify it to meet the needs of your organization. Create a request from a forwarded inbound Requests can be automatically created from the information in forwarded inbound s as long the functionality has been enabled on the SM application's configuration screen and the s are sent to a mailbox defined by criteria in the appropriate inbound action Navigate to System Policy > > Inbound Actions. Select the inbound action called Create [application name] Request (Forwarded). The forwarded inbound action record opens and displays the default conditions that trigger the inbound action. When an is forwarded to the mail list defined by the criteria in Action, a request is created with the following information: All rights reserved. 45

46 3. The Contact type is set to . The sender (if found) populates the opened_by and Caller fields for a newly-created sm_order based item. The subject populates the Short description field. The body populates the field. The sender's company (Sender->Company) populates the Company field. The sender's location (Sender->Location) populates the Location field. The entire is copied into the Work notes field. You can use the action as it is or modify it to meet the needs of your organization. For more information, see notifications. Update a request from an inbound Requests can be automatically updated from the information in inbound replies as long the functionality has been enabled on the SM application's configuration screen and the s are sent to a mailbox defined by criteria in the appropriate inbound action. 1. Navigate to System Policy > > Inbound Actions. 2. Navigate to the inbound action called Update [application name] Request and click its Name. The update inbound action record opens and displays the default conditions that trigger the inbound action. 3. When an reply is received in the mail list defined by the criteria in the action, the associated request is opened and update information is added to the Work notes field. You can use the action as is or modify it to meet the needs of your organization. For more information, see notifications. Request states SM requests follow a specific life cycle. The State field on the record is always read-only. The request states displayed depend on the SM application, as indicated in the table. Table 13: Service management request states State Draft Request initiator adds information about the work to be done. Awaiting Qualification Request has been fully described by the initiator and can be processed by a qualifier. This state is valid only for the following SM applications: Field All rights reserved. 46

47 State Qualified Request is fully qualified, meaning that all technical information to complete the request tasks has been added, but work has not started. This state is valid only for the following SM applications: Awaiting Approval When the information is complete enough for review by an approver, the request is marked ready for approval. This state is valid only for the following SM applications: Approved Field Facilities Finance Legal Marketing The appropriate approver approves the request. This state is valid only for the following SM applications: Facilities Finance Legal Marketing # Work In Progress Work has started. Closed Complete Request was completed to specification. Closed Incomplete Request could not be completed as specified. Cancelled Request was cancelled. In addition to the State field, the different request task states are also shown visually at the top of each task record with the process flow formatter. Figure 1: Process flow formatter Note: If the State flows are enabled option in the configuration screen is not selected, the process flow formatter is removed. If you added states to the request and task tables, those states will be visible on the request form. Request approvals Approving a request in a SM application means that the request is ready for task creation and assignment All rights reserved. 47

48 When a request is sent to a user with the [SM application]_approver_user role, the approver has several choices. If you select Approval is required for new requests in the application's Configuration screen, a newly-created request automatically moves to the Awaiting Approval state. Otherwise, the request moves to the next configured state. Table 14: Request approval states Approval Choice Approved The request is approved. Rejected The request is not qualified and it will be moved to the cancelled state. Additionally, the following work note is added to the request: The [SM application] request is rejected. More information required The request does not contain enough information. It reverts back to the Draft state and the following work note is added to the request: The [SM application] request needs more information for further approval. Duplicate The request is no longer required, because the work was already performed by another request. The request is moved to the Cancelled state and the following work note is added to the request: This is a duplicate [SM application] request. Agent assignment Depending on your settings in the SM application's configuration screen, you can assign agents manually or using auto-assignment. Manually assign agents to active requests Use this procedure to assign agents to active requests in service management (SM) applications. 1. Navigate to one of the following: [SM application] > Open - Unassigned for a list of requests that no one is assigned to. [SM application] > All [SM application] Requests for a list of all open requests, regardless of their current assignment. Open the request you want to assign. In the Assignment group field, enter the group that handles this kind of request. If no groups are available, leave this field blank. To look up the assignment group, click the look up using list icon ( field. ) beside the Assignment group All rights reserved. 48

49 Note: You do not have to select an assignment group, but doing so limits the users you can assign the request to. 4. In the Assigned to field, enter the agent to handle this request. To look up an agent, click the look up using list icon ( ) beside the Assigned to field. Note: The users in the search results are limited to the users in the Assignment group, if one was selected. 5. Click Update. An notification is automatically sent to the assigned agent if notifications are set up for the instance. Agent auto assignment When auto assignment is enabled and a task is qualified or marked as Ready for Work, an appropriate agent is automatically assigned to the task and it is moved to the Assigned state. If the task cannot be auto-assigned, a user with the dispatcher role must adjust the values in the request or task form and then save the record. The Auto-Assignment feature can be enabled for requests or tasks, depending on the Service Management (SM) application's configuration settings: If the Requests are assigned via auto-assignment option is enabled, requests are automatically assigned. If the Tasks are assigned via auto-assignment option is enabled, the tasks in a request are automatically assigned. Agent auto assignment using rating-based criteria Rating-based methods, such as location, skills, and time zones, help you auto assign agents based on configuration settings and optional properties. The calculated ratings are used to determine the best agent to perform the task. Any combination of rating-based methods can be enabled in the application configuration screen. When a task is created, a rating for each type of enabled selection criteria is calculated for each available agent. The agent whose average rating is highest is considered for auto-assignment. The settings for the auto-assignment weighting properties, found in [SM application] > Administration > Properties, are included in the rating calculations. These values help you prioritize which auto-assignment selection criteria is more important to your organization. The priority values should be [1, 10] and they are factored between 1 and 0. That is, 10 is a factor of 1, 5 is a factor of.5, and so on. For an example of how the weighting properties affect agent ratings, see Agent auto assignment using multiple selection criteria on page 53. Agent auto assignment using location Agents can be auto assigned based on the location defined in their user record and the location of the tasks. Auto assignment by location can be performed in a task- or request-driven processing environment, if the Auto-selection of agents will consider location of agents configuration is enabled. When a task is created, agent locations are compared to the following ranges to determine each agent's location rating All rights reserved. 49

50 Table 15: Location rating calculation Distance (mi.) from agent to task Rating 0 to to to to to to to to >100 0 When a task is qualified or marked as Ready for Work, the agent closest to the task location will be considered for the task. If the application is configured so that only location is considered, the closest agent will be auto-assigned to the task. If the application is configured to use other selection criteria such as skills, time zone, or schedule the ratings of all selection criteria are averaged, and the agent with the highest overall rating is auto-assigned for the task. See Agent auto assignment using multiple selection criteria on page 53 for details. Agent auto assignment using skills Agents can be auto assigned based on the agent's skills and the skills required to perform the task. Assign skills to an agent's user records using Skills > Users. Auto assignment by skills can be performed in either a task- or request-driven processing environment if the Auto-selection of agents for tasks requires them to have skills configuration option must be set to all or some for the application. When a task that includes skills is qualified or marked as Ready for Work, each agent's skills are compared with the skills required to perform the task and a rating is calculated based on the skills configuration option. If the option is set to some, the agent with the closest skills match is auto-assigned the task. If the option is set to all, only agents who possess all of the required skills will be considered. If no agents possess all of the skills required to perform the task, none are auto-assigned. An agent's skills rating is calculated as: Skills_agent/Skills_task where: Skills_agent is the number of skills possessed by the agent that match the skills required for the task. Skills_task is the total number of skills required for the task. For example, if a task requires 4 skills, and Agent A possesses three of them and Agent B possesses two of them: Agent A's skill rating = 3/4 or 0.75 Agent B's skill rating = 2/4 or 0.5 If the application is configured to use other selection criteria, such as location or time zone, the ratings of all selection criteria are averaged, and the agent with the highest overall rating is auto-selected for the task. See Agent auto assignment using multiple selection criteria on page 53 for details All rights reserved. 50

51 Agent auto assignment using time zones Agents can be auto assigned based on the time zone defined in their user records and the time zone of the tasks. Auto assignment by time zone can be performed in either a task- or request-driven processing environment if the Auto-selection of agents will consider time zone for the task configuration option must be enabled for the application. When a task is qualified or marked as Ready for Work, agents in the time zone closest to the task time zone will be considered for the task. If the application is configured so that only time zone is considered, an agent in the same time zone will be auto-assigned the task. Note: It is important that the time zones for the agent and the task be set correctly. When a task is created, agents are rated based on the time zone of the task and the agent's time zone using the following formula: 1 - [abs(task_tz Agent_tz) 12] where: abs is the mathematical function to compute the absolute value. Task_tz is the offset between the time zone of the task and GMT. Agent_tz is the offset between the time zone of the agent and GMT. For example, a task is created in New York City (GMT-4), and two agents are available to perform the task, one in Los Angeles (GMT-7) and one in Paris, France (GMT+1). The rating of the agent in Los Angeles is calculated as: 1 - abs((-4) - (-7)) 12 or 0.75 The rating of the agent in Paris is calculated as: 1 - abs((-4) - (+1)) 12 or 0.58 So if the auto assignment of the task is based on the time zone alone, it will be assigned to the agent from Los Angeles. If the application is configured to use other selection criteria, such as skills or location, the ratings of all selection criteria are averaged, and the agent with the highest overall rating is auto-selected for the task. See Agent auto assignment using multiple selection criteria on page 53 for details. Agent auto assignment using time-based criteria Time-based methods, such as schedules and priority assignment, help you auto assign agents based on configuration settings and optional properties. The calculated ratings are used to determine the best agent to perform the task. Any combination of time-based methods can be enabled in the application configuration screen. When a task is created, the schedule of the agent and the task to be performed are combined with ratingbased criteria to auto-assign an agent. Agent auto assignment using schedules Agents can be auto assigned based on the agent or the task schedule. Auto assignment by schedule can be performed only in a task-driven processing environment, and the Auto-selection of agents will consider agent or task schedules configuration option must be enabled for the application. If this option is turned off, only the agent ratings will be used for auto-assignment. When a task is qualified or marked as Ready for Work, agents ratings are evaluated, and the schedules of qualified agents are compared against the schedule of the task to determine the agent with the best matching schedule All rights reserved. 51

52 Note: If the task includes specific time entries in the Window start and Window end fields, and no agent's schedule falls within that task window, no agents will be assigned. Also be aware that if the customer wants a task to be performed at or near a specific time, the Window start time should be set as close to that time as possible. If, for example, the Window start and Window end fields are set to 1:00 pm and 8:00 pm, respectively, and the customer prefers the job to be started at 4:00 pm, it is possible that an agent will be dispatched at 1:00 pm. So setting the Window start closer to 4:00 can help ensure that the work is performed when the customer prefers it to be done. If the application is configured to use other selection criteria, such as skills or time zone, the ratings of all selection criteria are averaged, and the agent with the highest overall rating is auto-selected for the task. See Agent auto assignment using multiple selection criteria on page 53 for details. Agent auto assignment using priority assignment The priority assignment feature enables you to configure auto assignment so that agents can be assigned to perform tasks or provide services on a continual, 24x7x365 basis. Priority assignment is triggered when the priority of a task matches the priority set in the application configuration page. Priority assignment can be used in conjunction with location and skills settings; however, it can also operate independently. To use priority assignment, you must set the following configuration options for the application. Table 16: Priority auto-assignment configuration options Field Process lifecycle Set to task driven (subtasks are required). Assignment method for tasks Set to auto-assignment. Auto-selection of agents will consider agent or task schedules Enabled. Enable priority assignment Enabled. Select priorities for assignment Select one or more priorities. Only tasks of the selected priority or priorities will trigger auto-assignment based on priority assignment. When a task is qualified or marked as Ready for Work, and the priority of the task matches a priority selected for the application, the agent that best matches the schedule of the task will be auto-assigned. If the location and skills options are enabled, agents are first evaluated on their physical proximity to the location of the task, and then on how their skills match the skills required to perform the task. The agent whose location, availability, and skills best match the requirements of the task will be auto-assigned. When a task has a priority that matches a priority in the priority assignment list, the Location Rating and Timezone Rating are ignored, even if they have been enabled. If the priority of a task matches a priority selected in the Select priorities for assignment option, and no agents in the assignment group are available to be auto-assigned, the task is assigned to the group manager, regardless of whether the manager is available. It is the responsibility of the manager to locate an agent to perform the task. Note: If no agent is located in the same time zone as the task, priority assignment will fail All rights reserved. 52

53 Agent auto assignment using multiple selection criteria At its simplest, auto assignment involves identifying a set of selection criteria and automatically assigning the task to the agent who most closely meets the criteria. You can, however, select multiple sets of criteria, including both rating-based and time-based criteria. When a task is qualified or marked as Ready for Work, the following evaluations are performed: 1. The agents' ratings are calculated. If the Auto-selection of agents will consider agent or task schedules configuration option is disabled for the application, the agents' ratings are used exclusively for auto-assigning an agent. For more information on how the ratings are calculated, see: 2. Agent auto assignment using location on page 49 Agent auto assignment using skills on page 50 Agent auto assignment using time zones on page 51 If the Auto-selection of agents will consider agent or task schedules configuration option is enabled, the schedules of the agents whose ratings are acceptable for auto-assignment are compared to the schedule for the task, and the agent with the best match is auto-assigned. For more information on time-based methods for auto-assigning agents, see: Agent auto assignment using schedules on page 51 Agent auto assignment using priority assignment on page 52 Auto assignment is based on the following calculation: (Criteria_1 rating x Criteria_1 weight) + (Criteria_2 rating x Criteria_2 weight) + (Criteria_3 rating x Criteria_3 weight) / Number of criteria types used where: Number of criteria types used = 1, 2, or 3 depending on the location, skill, and time zone settings used. This example calculates agent auto-assignment based on location and skills. The example is based on the following assumptions. The Auto-selection of agents will consider location of agents configuration option is enabled for the application. The Auto-selection of agents requires them to have some of the required skills for the task configuration option is enabled for the application. The Skills Weight property is set to 10 for the application. The Location Weight property is set to 5 for the application. Agents A and B are available to perform a task, and the task requires four specific skills. Agent A's location is 5 miles from the site of the task and he possesses three of the four required skills. Agent B's location is one-quarter mile from the site, and she possesses two of the required skills. Auto assignment for the agents uses this calculation: [(Location rating x Location weight) + (Skills rating x Skills weight)]/ 2 The auto assignment calculation for Agent A is: [(0.7 x 0.5) + (0.75 x 1)]/ 2 = 0.55 The auto assignment calculation for Agent B is: [(0.9 x 0.5) + (0.5 x 1)]/ 2 = In this example, Agent A is auto assigned the task All rights reserved. 53

54 Collaborate on a request Within a request, you can enter comments that are visible to the submitter, allowing for collaboration between the two of you. For collaboration with other agents, you can enter comments that are not visible to the submitter Navigate to [SM application] > All [SM application] Requests. Open the request you want to collaborate on. In the Additional comments (Customer visible) field, enter the comments that you want the person who submitted the request to see. The submitter can see the comments in this field and add additional comments as necessary. You can update this field as many times as necessary to correspond with the submitter. To correspond with other agents, enter content that you do not want the submitter to see in the Work notes field. Close a request When you close a request, you have an opportunity to add details that you want the submitter to be aware of Navigate to [SM application] > Assigned to me. Click the request number. In the Additional comments field, enter any final notes or comments. Change the State field to the appropriate closed state. Click Update. Closed and completed requests When the Request lifecycle option is set to request-driven in the Configuration screen of the associated SM application, the assigned agent can complete and close the request once all of the request's tasks are complete. A Close Complete button is visible on the SM application's Request form to the agent assigned to the request. The agent must enter work notes before clicking Close Complete. When the button is clicked, the open task is automatically completed (if applicable) and the request transitions to the Complete state. Request task management A request contains one or more tasks. These tasks allow qualifiers to define activities that must be done to complete a request. Administrators can create multiple tasks under a single request. Splitting a request into separate tasks, when necessary, enables qualifiers to: Assign different aspects of a request to different staff members. Assign tasks to staff members who have different skill sets or are in different locations. Schedule tasks so they are either done one after another, or at the same time by different staff members. Schedule additional tasks, if necessary, to complete the request All rights reserved. 54

55 Note: If you have the Request lifecycle is request driven configuration option activated, you can manually add tasks as needed. If you have Request lifecycle is task driven activated, an initial task is automatically created when the request record is created. Create request tasks Tasks are created in support of requests. Role required: [SM application]_admin or [SM application]_qualifier Navigate to [SM Application] > Requests > All [SM Application] Requests. Open the request for which you want to create tasks. Click the Add Task related link. 4. The Task screen for the SM application opens. Fill in the fields on the form. Note: Not all fields display for all SM applications. Table 17: Request task fields Field Number Auto-generated identification number for the task. Parent Request that this task is associated with. Cloned from Record number of the task this task was cloned from, if any. Location Geographical area where the work needs to be done. The location is critical for determining the staff member who is assigned to the task. Template Template for creating this request (optional). Click the lookup icon and select a template. The description of the selected template will populate the field. Skills Abilities necessary to execute the task. This fields is automatically completed based on the selection in the Affected CI field on the associated request. If you change the affected CI on the request, the system adds any skills required by the new CI to the skills already listed here. State Current state of the task, such as Accepted or Closed Complete. The advances the state automatically as users complete the work for each successive state All rights reserved. 55

56 Field Assignment group Group from which an individual legal staff member should be selected to complete the task. The lookup list shows only the assignment groups associated with the selected Location. If the Assignment Group field is empty, the system searches for the group covering the territory that includes the location of the task. Assigned to Individual staff members who should complete the task, selected from the Assignment group. If you defined skills and assigned them to staff members, the Assigned to field lookup list shows only those staff members in the assignment group who have all the Skills required. If no exact match of skills is found, the lookup list shows all assignment group members. Note: If state flows are disabled, this field is not mandatory. Short description Brief explanation of the task. Exact technical description of the unit of work to be performed. Qualifiers should provide as much detail about the problem as possible to avoid extra communication with the caller in later stages of the request. Work notes Information about the task as it progresses through each state. Work notes are not visible to customers. Scheduling - These fields display for Finance and Marketing Service Management. Scheduled start Date and time when the earliest task is scheduled to start. Note: If state flows are disabled, this field is not mandatory. Estimated end Estimated work end date. This is the estimated date when the latest task will be completed. Actual work start Date and time when the earliest task actually started. Actual work end Date and time when the latest task actually ended. Requested due by Estimated date when the latest task will be completed All rights reserved. 56

57 Note: The workflow appears at the top of the form, with the completed states shown in green. Request task states Like service management requests, their associated tasks follow a specific life cycle. The State field on the request task record is always read-only. The request task states displayed depend on the SM application, as indicated in the table. Table 18: Service management request task states State Draft Qualifier is not done describing the work. Pending Dispatch Request task is ready to be assigned. The parent request state changes to Qualified if all associated tasks are in Pending Dispatch or a later state. Assigned Request task is pending acceptance from the assigned agent. Accepted Request task has been accepted by the agent and is ready to be done. This state is valid only for Marketing. Work In Progress Work on the request task has started. The parent request state changes to Work In Progress if no associated tasks are in Draft state. Closed Complete Request task was completed to specification. Closed Incomplete Request task could not be completed as specified. Canceled Request task was canceled. In addition to the State field, the different request task states are also shown visually at the top of each task record with the process flow formatter. Note: If the State flows are enabled option in the configuration screen is not selected, the process flow formatter is removed. Task windows A task window is the time period, bordered by start and end times, in which a task should be performed. A task window can be flexible or fixed and is used by the auto-routing and auto-dispatch features to determine a staff member's daily schedule. A flexible window has start and end times that attempts to respect when dispatching or routing a task automatically. The system can reschedule a flexible task window if necessary to make it fit into a staff member's schedule. A fixed task window cannot be rescheduled. If the auto-router or auto-dispatcher cannot schedule the task for the fixed window time All rights reserved. 57

58 period, that task is not scheduled at all. The time interval configured for a window cannot be less than the time required to perform the task. Use a task template for multiple request templates If you have tasks that are often repeated across multiple jobs, you can create a task template and reuse it in multiple request templates. 1. Create a request template and an associated task template that contains the information you want to reuse. An example is shown here All rights reserved. 58

59 2017. All rights reserved. 59

60 2. When you create subsequent request templates, you can click Copy Task Template and select the task template you want to use. 3. Save the file. Clone a request task Existing tasks can be cloned to create new tasks. Role required: admin, itil, creator, or catalog admin In the cloning process, the following information is copied from the source task: Parent request reference Short description Assignment group Location Required skills Open the request task and select Clone Task under Related Links All rights reserved. 60

61 The application creates a new task in Draft state. The Work Notes contain the original task number and text stating that the task is a clone. Core installation reference Core includes several feature plugins. Each of these plugins installs several types of components in support of the service management process. Installed with Core Several types of components are installed with the Core plugin. Demo data is available with Core. Tables installed with Core Core adds the following tables. Table Part Requirement Defines a relationship between a service order task an an asset (part) required to complete this task. [cmdb_model_part_requirement] Service Order Model Stores service order templates. [cmdb_serviceorder_product_model] Service Task Model Stores service task templates. [cmdb_servicetask_product_model] Flow State flows for. [sf_state_flow] Service Order Flow State flows for service orders. [sf_sm_order] Service Task Flow State flows for service order tasks. [sf_sm_task] Asset Usage [sm_asset_usage] SM Category [sm_category] SM Config Module [sm_config_module] SM Config Defines relationship between a service order task and the assets used to complete this task. Links a single service order template to a service order category value. Links a configuration to a set of navigation modules that are shown or hidden based on configuration settings. Service management application configuration. [sm_config] All rights reserved. 61

62 Table Incidentals Incidental items used to complete a service order task. [sm_incidentals] Service Order Groups Dependency [sm_m2m_group_dependency] SM Model Application [sm_m2m_model_application] SM Model Knowledge Dispatch groups that handle scheduling for assignment groups. Links SM applications to hardware and consumable models often used in part sourcing. Relates any knowledge page to any model. [sm_m2m_model_knowledge] Affected CI Configuration items related to a service order. [sm_m2m_order_affected_ci] Service Order Task Models [sm_m2m_somodel_stmodel] Task Affected CI [sm_m2m_task_affected_ci] Service Order Task Contract [sm_m2m_task_contract] Service Order Task Dependency [sm_m2m_task_dependency] Service Order Task Template Dependency [sm_m2m_task_template_dependency] SM Notification Rule Links service task models to service order models. Configuration items related to a service order task. Defines a relationship between a task and contract. Defines a dependency between two service order tasks: downstream task cannot be started before upstream task gets completed. Defines a dependency between two service order task templates: downstream task cannot be started before upstream task gets completed. Service management notification rules. [sm_notification_rule] Service Order [sm_order] Part Requirement [sm_part_requirement] Service Task [sm_task] SM Template Definition [sm_template_definition] Task Asset Defines and manages work that needs to be performed. Defines a relationship between a service order task and an asset (part) required to complete this task. Unit of work performed by one person in one session (one location, one time). Defines a field and value that will be included in a service order template. Assets related to a task. [task_asset] All rights reserved. 62

63 Properties installed with Core Core adds the following properties. Property Properties for service management core sm.template.minute.step Default minute step for date time or time fields on service order template page. Can be overriden for a specific application by replacing "sm.template" with the appropriate property prefix. See application configuration record. sm.template.hour.step Default hour step for date time or time fields on service order template page. Can be overriden for a specific application by replacing "sm.template" with the appropriate property prefix. See application configuration record. glide.autodispatch.debug Whether auto dispatch engine should output logs when assigning tasks. Roles installed with Core Core adds the following roles. Role title [name] personalize_read_dictionary Role allowing service management application admins the ability to see fields when modifying field controls (e.g. mandatory fields, read-only fields) on the state flow form. sm_qualifier Qualifier role used when creating SM applications. This is a template only and it does not provide actual access to any navigation modules or records. sm_agent Agent role used when creating SM applications. Performs work on a task. This is a template only and it does not provide actual access to any navigation modules or records. sm_approver_user Approver user role used when creating SM application. Approves requests. This is a template only and it does not provide actual access to any navigation modules or records sm_initiator Initiator user role used when creating SM application. Grants UI access, as well as performing the same functions as Basic. This is a template only and it does not provide actual access to any navigation modules or records. service_fulfiller Role allowing service management users the ability to see the Service Desk modules All rights reserved. 63

64 Role title [name] sm_admin Admin user role used when creating SM application. Controls all data. This is a template only and it does not provide actual access to any navigation modules or records sm_basic Basic user role used when creating SM application. Reads and creates requests, and follows up on those requests. This is a template only and it does not provide actual access to any navigation modules or records. sm_dispatcher Dispatcher user role used when creating SM application. Schedules and assigns tasks to agents. This is a template only and it does not provide actual access to any navigation modules or record. sm_read Read-only user role used when creating SM application. This is a template only and it does not provide actual access to any navigation modules or records. template_admin Grants the ability to create and administer templates. Script includes installed with Core Core adds the following script includes. Script includes PartRequirementStateHandler Marks a part requirement Sourced or Delivered based on the transfer orders. SMTemplates Builds a service order and related tasks from an SM Template. SMAutoAssignment Javascript wrapper around SNC.SMAutoassignment that automatically determines property prefix needed. SMStockRooms Retrieves and creates personal stockrooms. BaseSMControls Provides functions used to control access to service management records like the configuration and notification rules. Modify the SMControls Script Include to make changes rather than modifying this Script Include. SMConfigProcessor Handles changes that are made to the configuration page. Also handles sending notifications set up on the configuraiton page. SMTemplateHelper Backend-code for the SM Template page. Should not be customized All rights reserved. 64

65 Script includes AppCreatorCMSCreation Creates CMS pages for apps created by Service Management template. SMDateRollup Rolls up the dates from service order tasks to service orders. SMI18nUtils Utilities for internationalizing the Service Management and Configuration Pages. SMAJAX Handles Service management AJAX calls. AJAXMileageCalculator Calculates mileage costs for incidentals. SMCIControls CI controls for adding and removing CI's from Orders and Tasks. SharedServiceUtils Shared Service Utilities SMSourcingDispatch Contains methods supporting the Agent Schedule section in the lower portion of the Source popup. SMStateFlowCreator Methods for creating state flows for ESM-based applications. SMAgentStatusAJAX AJAX wrapper around the updatestatus function available in SMScheduleStatus. SMDateValidation Verifies that dates in service order tasks are valid and consistent with one another in terms of scheduling. SMTask Task utility functions. AppCreatorKnowledgeCreation Methods for "app creator" engine to create knowledgebase pages. SMAgentStatus Code for updating the "on schedule" and status of an agent. SMAppCreator Methods for creating Service management applications. SMScheduleGrapper Schedule APIs. Gets schedule times from a work order task in milliseconds. Actual times are given priority, if those aren't available, return scheduled times. SMTableCreator Methods for creating tables for Service management applications SMControls Extension of BaseSMControls. Modify this script to make changes for controlling access to service management records like the configuration and notification rules AssetUsageFilters Reference qualifer filters for AssetUsage. SMTaskDependency Collection of methods that control the data integrity of the Service Order Tasks Dependency [sm_m2m_task_dependency] table All rights reserved. 65

66 Script includes AppCreatorCatalogCreation Creates an SM application catalog. SMAssetUsage Asset Usage APIs SMConstants List of constants used in the State field of the (SM) flows (sm_order and sm_task) and extended tables (e.g. wm_order, wm_task). SMNotifRuleTables Restricts tables that are displayed on the SM Notification Rule form to the request and task table of the application. SMTransferOrders Collection of methods that create or update service management-related transfer order lines. SMPortalCreator Methods for creating a portal and reports for SMbased applications. WMSourcingAjax AJAX calls used in the "Source" popup available from Work Orders and Work Order Tasks. Contains methods for displaying work order tasks and part requirements in the tree-section (left-hand side), deleting and copying part requirements using the tree, and retrieving task information and agent information for the lower section. SMFilters Filters for service management. SMUpgradeManager Handles finding SM application items that need upgrades, storing information, upgrading. SMTemplateMigration Handles migrating SM templates from previous version of. Client script includes installed with Core Core adds the following client script includes. Client script includes Table Hide blacklisted fields SM Config Hide sm_config fields based on blacklist. [sm_config] Start work read-only (exp. travel Service order task chg) [sm_task] Start work read-only when travel is required and not started. Start work read-only when travel is required and not started Displays an error after a location change if no dispatch group or assignment group covers the location of the work order task. Service order task [sm_task] All rights reserved. 66

67 Client script includes Table If type is Vendor cost, then show the contract field. Otherwise, clear and hide the contract field. [sm_incidentals] Service order task Update Assigned to (Assign Group change) Service order Ci update Service order Verify that the start date happens before the end date. [sm_task] Update Assigned to when Assignment group changes: clear the Assigned to field. [sm_order] Updates the associated asset and location based on changes to the affected CI. [sm_order] Populate CI Location Service order Populates work order location based on CI location. [sm_order] check_work_duration Service order task Verify that the work duration is not 0 or empty. [sm_task] Calculate total amount quantity Incidentals Calculates the total mileage costs when the quantity changes. [sm_incidentals] Validate Estimated Travel Duration Service order task Make sure the estimated travel duration does not carry into the expected start time. [sm_task] Validate Scheduled Travel Start Service order task Make sure scheduled travel start (with its duration) is before scheduled work start. [sm_task] Template selected Service order Populates form based on template values. [sm_order] Populate Caller Location Service order Sets the location field when the caller is changed. [sm_order] Check for group errors Service order Displays an error on load if no qualification group covers the location of the work order. [sm_order] Hide unused related lists/fields Service order Hides related lists that are not relevant based on application configuration [sm_order] Ci update Service order task Updates the associated asset and location based on changes to the affected CI. [sm_task] New fields type control Show or hide/clear contract field Incidentals check order of start date and end date SM Template Definition Displays the appropriate field type based on selection of field on template definition page. [sm_template_definition] All rights reserved. 67

68 Client script includes Table Asset update Service order [sm_order] Updates the associated configuration item and location based on changes to the affected asset. [sm_order] Field onload helper SM Template Definition Displays the appropriate field type based on selection of field on template definition page (onload). [sm_template_definition] Read only task templates depedencies Service Order Task Template Dependency Makes the dependent field read only when creating task template dependencies in [sm_m2m_task_template_dependency] sm_m2m_task_template_dependencies table. Make Location not mandatory Stockroom Makes Location not mandatory for stockroom type field_agent [alm_stockroom] Calculate End Time (Duration change) Service order task Calculates Estimated End Time in a Work Order Task based on a change of estimated work duration. [sm_task] Show error when no application Service Order Model Show error when no application installed installed. [cmdb_serviceorder_product_model] Calculate total amount - cost per mile Incidentals Calculates the total mileage costs when the quantity changes. [sm_incidentals] Priority assignment SM Config Set scheduling to true and hide consistent assignment of priority assignment is turned on. [sm_config] Asset update Service order task Updates the associated configuration item and location based on changes to the affected asset. [sm_task] Read only group dependencies Service Order Group Dependency Once set, fields are read-only. [sm_m2m_group_dependency] Add sourcing UI Listeners Service order task Sets up event listeners for changes to travel duration, work duration, or expected work start so that they will be automatically updated in the sourcing UI (if the task is opened via the sourcing UI). [sm_task] check window_start Service order task Verify that window start is before window end. [sm_task] All rights reserved. 68

69 Client script includes Table Set required quantity read-only Part Requirement Sets the Required quantity field to read-only when the required number of assets are sourced for the part requirement [sm_part_requirement] Show messages Service order task Shows messages if the expected due date for the task is after the request's requested due date or if auto-assignment does not work. [sm_task] Calculate total amount - type Incidentals Calculates the total mileage costs when the type changes. [sm_incidentals] Update Assigned to (Assign Group change) Service order task Hide group field Service Task Model Hide state flow field SM Config Update Assigned to when Assignment group changes: clear the Assigned to field. [sm_task] Hides the dispatch group field if dispatch queue is off [cmdb_servicetask_product_model] When state flow is turned off, hide the field from the form. [sm_config] Check TOs before reassigning Service order task When reassigning or unassigning a work order task, prompt user to cancel all transfer orders to personal stock rooms for a task if the task only has cancelable transfer orders. [sm_task] Verify Group Post Dispatch Group Change Service order task Set Tables SM Notification Rule Displays an error on load if no assignment group covers the location of the work order task. [sm_task] Limit the tables to the two possible tables, if none are chosen, set the first one as the default. [sm_notification_rule] Calculate End Time (Start time change) Service order task Update Model and Quantity based on Asset Asset Usage Read Only Order Affected Cis Affected CI Calculate the Estimated End Time based on Expected Start Time changing. Also checks for inconsistencies that may have been created with estimated travel start. [sm_task] Synchronizes model and quantity information of an asset usage record based on the asset it references. [sm_asset_usage] Makes a field read only once a value is selected for that field. [sm_m2m_order_affected_ci] All rights reserved. 69

70 Client script includes Table Reset quantity Incidentals When the type changes back to car rental, the Qty will be set back to 1. [sm_incidentals] Read Only Task Affected CIs Task Affected CI Makes a field read only once a value is selected for that field. [sm_m2m_task_affected_ci] Hide group field Service Order Model Hide the assignment group field if application is not request [cmdb_serviceorder_product_model] driven, hide the qualification group field if qualification is off. Check TOs before reassigning Service order task When reassigning or unassigning a work order task, prompt user to cancel all transfer orders to personal stock rooms for a task if the task only has cancelable transfer orders. [sm_task] Notify parent on submit Part Requirement Updates the Source tree whenever a new part requirement is created inside the Source popup window. [sm_part_requirement] Show warning msg of templates SM Config upgrade [sm_config] Show warning message when the templates need to be migrated. Verify Group Fields Displays an error on load if no dispatch group or assignment group covers the location of the work order task. Service order task [sm_task] Ensure no negative and decimal quantity Part Requirement Read only task depedencies Service Order Task Dependency Ensures the quantity required for a part is valid. [sm_part_requirement] [sm_m2m_task_dependency] Start work read-only (actual travel chg) Service order task Show warning message of disable SF SM Config Populate from stockroom for drop off Transfer Order Making the dependent field read only on creating task dependencies in sm_m2m_task_order table. Start work read-only when travel is required and not started. 'Schedule travel start' and 'Schedule start' are mandatory when 'Agent Track Time' is on. [sm_task] Shows a warning message when state flows are disabled. [sm_config] Sets the from stock room to the logged in user's personal stockroom when creating a drop off transfer order. [alm_transfer_order] All rights reserved. 70

71 Client script includes Table Set value before submit SM Template Definition Sets the value from the various widgets to the appropriate value before submitting the template definition form. [sm_template_definition] Template selected Service order task Populates form based on template values. [sm_task] Personal Stockroom Name by Type Stockroom Update agent status Service order task Sets the name of a stockroom based on its manager when it becomes a personal stockroom. [alm_stockroom] Update the assigned agent's status [sm_task] Update UI on load and model change Asset Usage Personal Stockroom Name by Manager Stockroom Hide unused related lists/fields Service order task Update UI on load and model change [sm_asset_usage] Updates the name of a personal stockroom when its manager changes. [alm_stockroom] Hides related lists that are not relevant based on application configuration. [sm_task] use schedule SM Config Turn off priority assignment and show consistent assignment if scheduling is turned off. [sm_config] Verify Group Post Location Change Service order [sm_order] Displays an error after a location change if no qualification group covers the location of the work order. [alm_stockroom] Business rules installed with Core Core adds the following business rules. Business rule Table Build scratchpad & display info messages Service order task Build scratchpad variables that are used to display initial info messages on page. Affected CI changed or removed Service Order Verify Work Notes Service Order [sm_task] Synchronizes the primary CI field and the Affected CIs related list on the Service Order form. [sm_order] Ensures that the Work notes field is populated in work orders that transition to the Cancel state. [sm_order] All rights reserved. 71

72 Business rule Table Set default values SM Template Definition Sets the table field by default. [sm_template_definition] Set Personal Stockroom Transfer Order Automatically sets the stockroom to the personal stockroom of the logged in user for drop-off transfer orders. [alm_transfer_order] Export to update set Part Requirement Exports part requirement templates to the current [cmdb_model_part_requirement] update set and creates a sys_metadata_link record to associate template with current application. Export to update set Service Order Task Models [sm_m2m_somodel_stmodell] Export to update set Service Order Task Template Export to update set Service Order Template Sync update of associated variables SM Template Definition Date Checks Service Order Task Exports service task templates to the current update set and [cmdb_servicetask_product_model] creates a sys_metadata_link record to associate template with current application. Exports service order templates to the current update set and [cmdb_serviceorder_product_model] creates a sys_metadata_link record to associate template with current application. Synchronizes template definition with associated catalog variable. [sm_template_definition] Validates the window, estimated, and actual start and end dates. [sm_task] Populate Location - New SOT Service Order Task Populates the location, if possible, based on parent work order location. [sm_task] add_model_filter Reset qty to 1 Exports link between service order template and service task template to the current update set and creates a sys_metadata_link record to associate template with current application. Global [global] Filter for SM Model Application slush bucket, limits available models to hardware and consumable models. Incidentals Sets the quantity field to 1 when the type is Car Rental. [sm_incidentals] All rights reserved. 72

73 Business rule Table Validate notification SM Notification Rule Validates that a user or group is selected when inserting or updating a notification rule. [sm_notification_rule] Validate Field Agent Type Stockroom Prevents duplicate personal stockrooms. [alm_stockroom] Calculate cost Incidentals Helps to calculate the Costwhen the Type is Mileage (starting with the Eureka release). [sm_incidentals] Check asset and CI Service order task Synchronizes affected Cis and affected assets. [sm_task] Assign the previous agent on task Service order task Populate Service Order from Template Service Order Validate quantity requested Transfer Order Line Sets the previous agent whenever the task assigned to changes. [sm_task] Populates a new work order from the work order model selected as a template. [sm_order] Checks that the quantity requested on a transfer order line with a part requirement does not exceed the quantity needed to fulfill the part requirement (starting with the Eureka release). [alm_transfer_order_line] Close service order on workflow Workflow contexts complete [wf_context] Prevents rollup of task closures if there are active workflows on service orders. Create Sub Tasks When service order leaves draft state, creates tasks from template if service order built from template, or creates default task if task-driven. Service Order [sm_order] Validate Field Agent Name Stockroom Validates that a personal stockroom has a valid, associated agent. [alm_stockroom] Create expense line Incidentals Creates or updates an expense line based on the incidental's cost when the incidental is saved and all of the following are true: [sm_incidentals] The state is Incurred The type is not None The cost is not zero All rights reserved. 73

74 Business rule Table Validation Service Order Groups Dependency Validates that the dependency is valid. [sm_m2m_group_dependency] Verify CI on SM Task Cis Affected Verifies that the affected CI for a task is also an affected CI for the order. [task_ci] Vendor type requires manager User Group Vendor is required for vendor groups. [sys_user_group] Part Requirements Service Order Task Creates part requirements for a service order task from the part requirements configured for a service order task model used as a template. Free up assets when unassigned or reassigned. Update asset usages when tasks are closed. [sm_task] Apply dispatch method Service Order Task Automatically assigns a task once it is marked as ready for assignment if the application's assignment method is workflow or auto. [sm_task] Group change validation Service Order Task Validates changes to assignment and dispatch groups in work order tasks. [sm_task] Assign the previous agent on order Service Order ValidateChanges Service Order Task Sets the previous agent whenever the order assigned to changes. [sm_order] Validates dispatch group and assignment group types match and that worknotes are provided if required. [sm_task] Transitions Service Order Task Sets a task into work in progress if the task is accepted and work start is populated. [sm_task] Sync catalog SM Config Synchronizes the application catalog when the service management configuration changes. [sm_config] Set required by date on display Part Requirement Sets part requirement required by to the expected travel start of the associate service order task. [sm_part_requirement] Request driven dispatch Service Order Responsible for dispatching service orders based on application configuration. [sm_order] All rights reserved. 74

75 Business rule Table Build scratchpad & display info messages Service Order Build scratchpad variables that are used to display initial info messages on page. Prevent Loop In TaskTemplateDependencies Service Order Task Template Dependency [sm_order] Prevents loops in task template dependencies [sm_m2m_task_template_dependency] getmainsmmodels Global Slush bucket filter when linking service order task templates to service order templates. [global] Task contract m2m Incidentals Synchronizes contracts, expense lines, and incidentals [sm_incidentals] Notification for task Service Order Task Sends notifications when task changes if values change for fields specified in the configuration page. [sm_task] Build scratchpad tables SM Notification Rule Sets the tables that should be dispayed on notification rule page. [sm_notification_rule] Update PR based on TOL Transfer Order Line Updates the part requirement when the associated transfer order line changes stage. [alm_transfer_order_line] Add removed asset Asset Usage Determines validity of asset removal and updates the removed asset accordingly. [sm_asset_usage] Add/remove manager to/from vendor group Group Group Types Group Deletion of Affected CI Cis Affected When group manager changes for a vendor group, add the new manager as a group member and remove the previous manager as a group member. [sys_user_group] Ensures data integrity for dispatch group coverage information. [sys_user_group] Part of the synchronization mechanism between the primary CI field and the Affected CIs related list on the Service Order form. [task_ci] Prevent Loop In Tasks Dependencies Service Order Task Dependency Prevents circular work order task dependencies. [sm_m2m_task_dependency] Cascade SO deletion Service Order Delete service order tasks and checklists when service order is deleted. [sm_order] All rights reserved. 75

76 Business rule Table Create Personal Stockroom User Role Creates a personal stockroom for users (if they do not have one already) when they are assigned an agent role. [sys_user_has_role] Delete Personal Stockroom User Role Deletes a user's personal stockroom when all agent roles are removed from the user. [sys_user_has_role] Validate Part Requirement Part Requirement Validates the part requirement and checks for availability of the part. Validates sourcing information. [sm_part_requirement] Invoke template workflow & move task Service Order Populate Group - Qualification Service Order Start workflow for service order and move sub-tasks to pending dispatch. [sm_order] Populates the qualification group, if possible, based on location. [sm_order] Create catalog Service Order Template Create a corresponding record producer if automatic publishing [cmdb_serviceorder_product_model] is on. Populate schedule Service Order Task Populates scheduling fields if they are not already set. They are set, only if the state changes to Pending Dispatch. [sm_task] Notification for request Service Order Sends notifications when task changes if values change for fields specified in the configuration page. [sm_order] Cascade delete checklist Service Order Task Delete checklists when service order task is deleted. [sm_task] Scratchpad SM Config Builds scratchpad for SM config form. [sm_config] Validate TOL and check availibility Transfer Order Line Delete all expense lines SM Incidentals Validates transfer order line state changes and ensures that the asset is available in the stockroom. [alm_transfer_order_line] Delete expense lines when incidentals are deleted. [sm_incidentals] Populate Schedule - New SOT Service Order Task Populates scheduling fields if they are not already setthey are set, only if the state changes to Pending Dispatch. [sm_task] All rights reserved. 76

77 Business rule Table Populate Location Service Order Populates the location, if possible, based on the affected CI identified by the caller. [sm_order] Add as Primary if none set Cis Affected Add configuration item as primary affected CI if no primary CI exists. [task_ci] Roll Up Changes Service Order Task Rollup state changes and estimated work times to service order. [sm_task] Build scratchpad Service Order Template Sets scratchpad for service order template form. [cmdb_serviceorder_product_model] Check asset and CI Service order Synchronizes affected Cis and affected assets. [sm_order] Unassigned Service order Sets state of service order back to ready when it becomes unassigned. [sm_order] Propagate priority Service order Propagates priority from service order to service order tasks. [sm_order] Apply configuration settings SM Config Handles changes to SM Config record. [sm_config] Update agent status Service Order Task Updates the status of an agent assigned to a task. [sm_task] Build scratchpad Service Order Task Template Sets scratchpad for service order task template form. [cmdb_servicetask_product_model] Check TOs before reassigning Service Order Task Sets scratchpad to prevent reassigning a task if there are transfer orders in transit. [sm_task] Prevent Duplicate Order Affected CIs Cis Affected Unassigned Service Order Task Prevent duplicated affected Cis [task_ci] Prevent reassigning a task if there are transfer orders in transit. [sm_task] SNC - Run parent workflows (Approval) Approval gettasksmmodels Global Handles order workflows when approval set to "More info required" or "Duplicate". [sysapproval_approver] Slush bucket filter when linking service order templates to service task templates. [global] All rights reserved. 77

78 Business rule Table Prevent model change after sourced Part Requirement Prevent changing the model after the part requirement is sourced. Create AssetUsage when TOL delivered Transfer Order Line Release Asset on AssetUsage delete Asset Usage Redirect TOL to existing TO under WOT Transfer Order Line Populate Group - Dispatch/ Work Service Order Task [sm_part_requirement] Create asset usage once a transfer order line is delivered. [alm_transfer_order_line] Make asset available when asset usage is deleted. [sm_asset_usage] Attempts to group transfer order lines under the same transfer order for a service order if the transfer order lines have the same "from" and "to" locations. [alm_transfer_order_line] Populates the dispatch group and assignment groups if only one dispatch group covers a task's location and only one assignment group is covered by the dispatch group. [sm_task] notifications installed with Core Core adds the following notifications. Notification Table ${Request_Label} created from Service Order Template that is used to build notifications for new applications created from a template. This notification should remain inactive and not be used. ${Request_Label} changed Service Order [sm_order] Template that is used to build notifications for new applications created from a template. This notification should remain inactive and not be used. [sm_order] ${Task_Label} changed Service Order Template that is used to build notifications for new applications created from a template. This notification should remain inactive and not be used. [sm_order] All rights reserved. 78

79 Planned Maintenance Although not a service management (SM) application itself, the planned maintenance application works with SM applications to help organizations manage regular, preventive maintenance of their assets. The application uses maintenance plans to trigger the automatic creation of work orders or facilities requests. These work orders and facilities requests define how to perform maintenance on devices and vehicles, or just about any type of asset that requires maintenance. Work orders and requests can be based on a specific time interval, such as after a specified number of months since the previous maintenance was performed, or they can be based on meters or usage. For example, after a specified number of pages are printed or a specified number of miles are driven. Get started with planned maintenance Information about activating planned maintenance and configuring it for use. Activate Planned Maintenance The SM Planned Maintenance plugin, is available as a separate subscription. Role required: admin Navigate to System Definition > Plugins. Right-click the plugin name on the list and select Activate/Upgrade. 3. If the plugin depends on other plugins, these plugins are listed along with their activation status. Optional: If available, select the Load demo data check box. 4. Some plugins include demo data sample records that are designed to illustrate plugin features for common use cases. Loading demo data is a good policy when you first activate the plugin on a development or test instance. You can load demo data after the plugin is activated by repeating this process and selecting the check box. Click Activate. Maintenance plan management Planned maintenance allows you to create, maintain, and schedule maintenance for any equipment in your business that requires preventive maintenance. Maintenance plans take into consideration the schedules that you define, and any service management work orders and facilities requests that were submitted against that equipment. Users with the SM Admin role can manage maintenance plans. Create a maintenance plan When creating a maintenance plan, options on the form help to determine how and when maintenance should be performed. Role required: SM admin Navigate to Planned Maintenance > Maintenance Plans. Click New. Fill in the fields on the form All rights reserved. 79

80 Table 19: Maintenance plan Field Number Auto-generated identification number for the maintenance plan. Name Enter a name for the maintenance plan. Short description Enter a description for the maintenance plan. Conditions Type Select the type of trigger that determines when maintenance should be performed. Model based: Select this to base the maintenance plan on a specified model of a CI, such as a product model. General: Select this to base the maintenance plan on a table and filter. Note: Model-based plans apply only to hardware models, specifically ones that have at least one model category defined. Model Select one or more product models to identify the CIs that require preventive maintenance. When you select a model, the associated table appears in the Table field. For example, if you select a specific model of PC, the Table field displays Computer [cmdb_ci_computer]. This field appears if you selected the Model based type. If you select more than one model in the same category, the table does not change. But if you select a CI from a different category, the Table field displays the lowest level table that contains all of the selected CIs. For example, if you select two PCs and one laser printer, the Table field changes to Hardware [cmdb_ci_hardware], because that table includes computers and printers. If you then add a computer rack, the Table field changes to Configuration Item [cmdb_ci], which contains all CIs. Table If you selected the General type, select the table you want to associate with the maintenance plan. If you selected the Model based type, this field displays the lowest level table that contains all of the selected CIs All rights reserved. 80

81 Field Filter condition Enter the filter conditions to locate the specific assets you want to maintain. Only records in the selected table that match the filtering criteria require maintenance. Apply to new matching records Select this check box to ensure that the schedules defined for this maintenance plan are applied to all records that have been added to the specified table since the last time the plan was executed, and that meet the conditions entered in the Filter condition. For more information, seeassociate a maintenance plan to filtered records on page 84. Task creation policy Specify what to do when a maintenance plan runs on a record that is already under maintenance. 4. Leave alone: Do not allow the creation of new tasks or the deletion of existing ones. Cancel existing: Allow tasks currently associated with the plan to be deleted. Add to existing: Allow new tasks, along with existing active tasks, to be added to maintenance plans. Click Submit. The maintenance plan is now ready for you to Define a maintenance schedule on page 81. Note: You can configure the form to add Asset, CI, and User reference fields. These fields are appropriately pre-filled in the associated table and can be useful for generating reports. When a configuration item is selected for the maintenance plan and it is associated with an asset, the Asset field is automatically pre-populated with that CI. Note: After defining a maintenance plan and creating maintenance schedules for the plan, you cannot make changes to the Type, Model, and Table fields, or to the Filter conditions defined in the maintenance plan, because the changes could potentially cause conflicts. If you need to make changes to those fields, first delete the maintenance schedules, then recreate them with the desired criteria. Define a maintenance schedule After creating a maintenance plan, define specific criteria for determining when the plan should be executed. Role required: SM admin Depending on the asset or CI for which you are setting up maintenance plans, you may want to create a single plan or multiple plans. For example, you might want to set up plans that cause a certain type of computer to be rebooted on the first of every month and again on the 15th of every month All rights reserved. 81

82 Note: Plan carefully when defining multiple maintenance schedules for the same plan. If, for example, you define one schedule to replace a printer cartridge every 3 months and another to replace the cartridge after every 10,000 pages is printed, you might end up changing the cartridge twice in the same week. Ensure that your schedules do not conflict with one another. Based on the templates associated with the plan, one or more service management work orders and facilities requests are automatically generated Navigate to Planned Maintenance > Maintenance Plans. Click the number of the maintenance plans you want to associate to a maintenance schedule. In the Maintenance Schedules related list, click New. Enter a name and short description. Fill in the fields on the form. Table 20: Maintenance schedule Field Plan Auto-generated identification description for the maintenance plan. Trigger Select the timing condition that triggers the execution of the plan. Duration: Select this if the maintenance needs to be performed based on time. Depending on your selection, additional fields appear to define the duration. Meter: Select this if the maintenance needs to be performed based on count. The Every and Field fields appear. Condition: Select this if the maintenance needs to be performed when a certain condition is met. The Filter condition field appears Script: Select this if there are advanced criteria for running a maintenance plan. The Script field appears. Trigger type Enter the duration category for the maintenance schedule. For example, if you select Monthly, the Due day of month field appears and allows you to select which day of each month you want the maintenance to run. Different fields appear depending on the trigger type selected. This field appears when Duration is selected in the Trigger field. Repeat Enter the frequency of the repetition. This field appears when Interval is selected in the Trigger type field. Due day of week Select the day of week. This field appears when Weekly is selected in the Trigger type field All rights reserved. 82

83 6. Field Due day of month Enter the day of the month. This field appears when Monthly or Annuallyis selected in the Trigger type field. Due month Enter the month. This field appears when Annually is selected in the Trigger type field. Due time Enter the time of day in hours, minutes, and seconds. This field appears for all trigger types, except Interval. Every Enter the number of occurrences, such as miles or pages, that must be recorded before the maintenance plan is executed. Your entry in this field must be greater than zero (0). This field appears when Meter is selected in the Trigger field. Field Enter the field used to define what the occurrences in the Every field apply to. For example, if the pages field is entered, the Every field can contain the number of pages that are printed before the action defined in the plan is performed. This field appears when Meter is selected in the Trigger field. Table Displays the table associated with the assets or CIs selected for maintenance. This field appears when Meter or Condition is selected in the Trigger field. Lead Time Enter the number of days prior to the Requested Due by date to determine the date on which work should begin. That date is pre-filled in the Scheduled start field for the task. This field appears when Duration is selected in the Trigger field. Condition Enter the condition that determines if the maintenance schedule should run. This field appears when Condition is selected in the Trigger field. Script Enter the script that determines if the maintenance schedule should run. This field appears when Script is selected in the Trigger field. Maintenance will run if the script returns true. The "current" variable is available and represents the record that is undergoing maintenance, for example, a CI. Click Submit All rights reserved. 83

84 Changes to maintenance schedules If you make and save changes to an existing maintenance schedule, any previously-associated records are updated accordingly. The following examples explain the types of behavior you can expect after making changes: If you change a schedule from a duration-based to a meter-based schedule, the next run time is cleared and the associated records are automatically populated with a next run value instead. If the Every field is changed on a meter-based schedule, the next run value is updated based on the existing Last Run Value, or from the asset's current value if no last run value exists. If you change the Field value for a meter-based schedule, the records associated with the schedule have their next run values recalculated based on the new Field value selected. For Interval-based schedules, changing from one Trigger type to another updates the next run time based on the existing Last Run Time value, or from Now if no last run time exists. Associate a maintenance plan to filtered records Maintenance plans can be defined with filtering criteria. For example, you can apply a maintenance plan to all records containing computers that start with "apple". Role required: SM admin Create a maintenance plan on page 79. Set up a Filter condition to capture the records to which you want to apply the maintenance plan. Note: You may want to click the refresh icon ( ) to display the number of matching records. Click Submit. Define a maintenance schedule on page 81. In the Related Links for the maintenance plan, click Apply schedules to filtered records. The schedule is applied to the records defined by the filter conditions you entered. Note: If you have multiple schedules defined, they all take effect on the matching records when you click Apply schedules to filtered records. See Define a maintenance schedule on page 81 for details. This same functionality exists for maintenance schedules. The Related Links for the schedule also contains an Apply schedule to filtered records link. If you click this link in the maintenance schedule, only this specific schedule is applied to the records defined by the filter conditions within the associated maintenance plan. Associate a schedule template to matching records Templates are added to a maintenance schedule so the appropriate requests and tasks, such as work orders and facilities requests, can be automatically generated when a maintenance schedule runs. Role required: SM admin A maintenance schedule runs and the requests or orders are generated, when a scheduled job called Planned Maintenance Nightly Run evaluates the schedule and determines that the meter or interval criteria in the schedule is met or exceeded. You can Run a scheduled job to execute a maintenance schedule on page 85 to run at a day or time convenient for your business. Each automatically-generated service order is linked to the record under maintenance in a few ways: All rights reserved. 84

85 Create a maintenance plan on page 79. Add a Filter condition to identify those records for which you want to apply the maintenance plan. 8. ) icon to display the number of matching records. Click Submit. Define or select a maintenance schedule. In the Maintenance Schedules related list, click the name of the schedule. In the Maintenance Schedule form, a Schedule Templates related list appears. In the Schedule Templates related list, click Edit. The Edit Members slush bucket displays all of the service order, work management, and facilities request- templates defined using any of the following applications: 7. Each service order's Record table and Record ID fields are always populated with the table name and ID of the record under maintenance. If the record under maintenance is a configuration item, the service orders Affected CI field are populated. Note: You may want to click the refresh ( Product Catalog > Templates > Work Order Templates Product Catalog > Product Model > Facilities Request Templates Move the templates you want to apply to the matching record from the Collection bucket to the Model List bucket, and click Save. In the Maintenance Schedule header, click the Back icon. Work orders or facilities requests created by the scheduled jobs running on the associated records now contain the selected template. Run a scheduled job to execute a maintenance schedule Maintenance schedules are executed whenever the meter, duration, script, or condition criteria is met. You can also run a maintenance schedule manually, by using the Schedule ad-hoc feature. Role required: SM admin Maintenance schedules are run regularly using the Planned Maintenance Nightly Run Scheduled Job. When the Scheduled Job is run, the appropriate Service Orders are created for all records that meet their schedules' criteria. To configure the nightly planned maintenance scheduled job: 1. Navigate to System Definition > Scheduled Jobs Open Planned Maintenance Nightly Run. To specify a different schedule for running the job, change the Run and Time fields. Click Update. At any time, you can run the scheduled job by clicking Execute Now. The scheduled job evaluates all previously-defined schedules and executes the ones that are scheduled to run. Note: If one or more records in the table associated with the maintenance plan are deleted after the matching records were associated with the maintenance plan, the next nightly run removes all the records associated with those removed assets All rights reserved. 85

86 Run a maintenance schedule on demand Maintenance schedules are typically run using the Planned Maintenance Nightly Run schedule job. However, there may be occasion when an admin wants to run the schedule immediately or change the date when a schedule runs. Role required: admin When you run a maintenance schedule on demand, all of the next run dates for the relevant maintenance plan records are updated to the user-defined time, now or in the future. All the appropriate service orders are created. If the schedule is meter-, condition-, or script-based, service orders are created for maintenance plan records that meet the schedule s criteria Navigate to Planned Maintenance > Maintenance Plans. Open the Maintenance Plan containing the schedule you want to run. In the Maintenance Schedules related list, select the maintenance schedule you want to run. Click the Run on demand related link. Fill in the fields on the form. Table 21: On demand schedule Field Run now Select this checkbox to run the maintenance for this schedule immediately. Deselect it to schedule a date for the schedule to run. Select date Select a date for maintenance to run. Note: This field is shown only when the Run Now checkbox is not selected. The scheduled date must be in the future. View a maintenance log Administrators can view all maintenance performed on a particular CI, the next scheduled maintenance, and the last time maintenance was performed. Role required: SM admin After the Planned Maintenance Nightly Run has been executed for a maintenance plan, navigate to the location of the CI for which you ran the plan. For example, Configuration > Servers > Linux. Right-click in the record header and select View > Maintenance. Select the CI for which you want to view logs. You can see related lists that show maintenance plans, maintenance plan records for the CI, and service orders. Maintenance plan examples Maintenance plans can be defined using model-based, meter-based, or duration-based selection criteria All rights reserved. 86

87 Define a maintenance schedule for a computer reboot If you wanted to schedule a reboot for certain computer models after a predefined number of keystrokes, define a model-based plan with a meter-based maintenance schedule. In this example, a field called keystrokes is added to the Computer [cmdb_ci_computer] table Navigate to Planned Maintenance > Maintenance Plans. Click New and create a maintenance plan called Reboot Apple Computers with the following definitions: Click Submit. Navigate to Planned Maintenance > Maintenance Plans. Click the number of the maintenance plan you just created. In the Maintenance Schedules related list, click New. Enter the following: 8. Type: Model-based Model: Click the lock icon and select Apple imac 27 and Apple MacBook Pro 17. Name: Reboot Apple Computers Short description: Scheduled reboot for Apple computers Repetition: Meter Every: Field: keystrokes Click Submit. The Reboot Apple Computer maintenance plan schedules all Apple imac 27 and Apple MacBook Pro 17 computers to automatically reboot after 500,000 keystrokes. Define a maintenance schedule for an ink cartridge replacement If you wanted to schedule a printer ink cartridge replacement after printing a pre-defined number of pages, define a general plan with a meter-based maintenance schedule. In this example, a simple table called Printer is added with string fields for printer, model, pages, and the like Navigate to Planned Maintenance > Maintenance Plans. Click New and create a maintenance plan called Epson Laser Cartridge Replacement with the following definitions: Type: General Table: Printer Filter condition: Model is Epson Click Submit. Navigate to Planned Maintenance > Maintenance Plans. Click the number of the maintenance plan you just created. In the Maintenance Schedules related list, click New. Enter the following: Name: Epson Laser Cartridge Replacement Short description: Scheduled cartridge replacement for Epson laser printers Repetition: Meter Every: All rights reserved. 87

88 8. Field: Pages Click Submit. The Epson Laser Cartridge Replacement maintenance plan schedules all Epson laser printers to replace ink cartridges after printing 7,500 pages. Define a maintenance schedule to run antivirus software If you wanted to schedule an antivirus software scan on certain computers after a pre-defined number of days, define a model-based plan with a duration-based maintenance schedule. In this example, a field called trigger type is added to the Computer [cmdb_ci_computer] table Navigate to Planned Maintenance > Maintenance Plans. Click New and create a maintenance plan called Update Antivirus with the following definitions: Click Submit. Navigate to Planned Maintenance > Maintenance Plans. Click the number of the maintenance plan you just created. In the Maintenance Schedules related list, click New. Enter the following: 8. Type: Model-based Model: Click the lock icon and select Apple imac 27 and Apple MacBook Pro 17. Name: Antivirus Update Short description: Scheduled antivirus update for Apple computers Repetition: Duration Trigger Type: Interval Days: 30 Click Submit. The Update Antivirus maintenance plan schedules all Apple imac 27 and Apple MacBook Pro 17 computers to automatically run the antivirus software every 30 days. SM Planned Maintenance installation reference The SM Planned Maintenance plugin installs several types of components in support of the planned maintenance process. Installed with SM Planned Maintenance Several types of components are installed with the SM Planned Maintenance core plugin. Demo data is available with SM Planned Maintenance. Tables installed with SM Planned Maintenance SM Planned Maintenance adds the following tables All rights reserved. 88

89 Table Maintenance Plan Record Relates a maintenance schedule to a record in the system (from a document ID). Also contains information about the last time or value the schedule was run for the record and the next time or value when the schedule will run. [sm_m2m_maint_plan_to_record] Schedule Template Relates a maintenance schedule to service management templates. [sm_m2m_schedule_template] Maintenance Plan Defines a maintenance plan, including which table and records the plan applies to. [sm_maint_plan] Maintenance Schedule Defines a schedule that is part of a maintenance plan. A schedule can be duration, meter, condition, or script based. [sm_schedule] Roles installed with SM Planned Maintenance SM Planned Maintenance adds the following roles. Role title [name] plan_maint_admin Administrator for planned maintenance. Script includes installed with SM Planned Maintenance SM Planned Maintenance adds the following script includes. Script include PlannedMaintenanceUtils Utilities for planned maintenance. PlannedMaintenanceAjax AJAX entry points into PlannedMaintenanceUtils. Client scripts installed with SM Planned Maintenance SM Planned Maintenance adds the following client scripts. Client script Table Update field display - trigger type chg Maintenance schedule Updates the fields displayed on the maintenance schedule form based on the trigger type selected. Update field display - repetition chg Maintenance schedule Update table when type changes Maintenance plan [sm_schedule] Updates the fields displayed on the maintenance schedule form based on the repetition selected. [sm_schedule] Updates the table field based on the selected models (for model-based plans). [sm_maint_plan] All rights reserved. 89

90 Client script Table Validate the every field Maintenance schedule Verifies that the every field is a positive number; else it defaults to 1. [sm_schedule] Update table when models change Maintenance plan Updates the table field based on the selected models (for model-based plans). [sm_maint_plan] Business rules installed with SM Planned Maintenance SM Planned Maintenance adds the following business rules. Business rule Table Update maintenance plan record Service Order Updates the maintenance records [sm_m2m_maint_plan_to_record] once a service order is closed. Update m2m schedule records Maintenance schedule [sm_order] Recalculates the next value or next run time when meter or duration fields change. [sm_schedule] Active changes Maintenance Plan Record Handles changes to the active flag for a maintenance plan [sm_m2m_maint_plan_to_record] record. Active insert Maintenance Plan Record Active changes Maintenance schedule Handles changes to the active flag for a maintenance plan [sm_m2m_maint_plan_to_record] record. Handles changes to the active flag for a maintenance schedule. [sm_schedule] Active changes Maintenance plan Handles changes to the active flag for a maintenance plan. [sm_maint_plan] Active Insert Maintenance schedule Handles changes to the active flag for a maintenance schedule. [sm_schedule] Apply plan to new records Maintenance plan Updates the business rule for applying a plan to new records whenever the Apply to new records field changes. [sm_maint_plan] Scheduled jobs installed with SM Planned Maintenance SM Planned Maintenance adds the following scheduled jobs. Scheduled jobs Planned Maintenance Nightly Run Builds maintenance requests based on active maintenance plans All rights reserved. 90

91 Facilities With the Facilities application, you can request changes to the operation and maintenance of your facilities, track these requests, and make the necessary changes. Explore Set up Facilities release notes Upgrade to Facilities overview on page 91 Facilities service management process Get started with Facilities Use Develop Space management Facilities requests Facilities request tasks Space management Facilities Move Management Interactive facility maps Administer Configure Facilities Service Management Troubleshoot and get help Developer training Developer documentation Installed with Facilities Service Management on page 140 Ask or answer questions in the community Search the HI knowledge base for known error articles Contact Support Facilities overview The Facilities application lets users request changes to the operation and maintenance of your facilities. The facilities staff can then track these requests and make the necessary changes. The Facilities application offers the following benefits: Indicates the location of a facility request so the facilities team knows exactly where users encountered the issue. Identifies configuration items (CIs) for each facility request so you know which items in your infrastructure are also impacted. Allows any user in the system to view all open facilities requests. This view gives your users a chance to see the facilities issues that have already been reported before they submit a new request. Facilities service management process After the facilities administrator creates the campus and configures the application with workflow, agent assignment, and other considerations, your employees can make facilities and move requests that are tracked to specific locations anywhere on the campus. The Facilities process is as follows: 1. A administrator activates and configures the Facilities application according to your organization's needs and requirements. 2. A facilities administrator creates your organization's campus and configures the spaces and assets contained within. 3. Users submit facilities requests All rights reserved. 91

92 4. Facilities staff qualify facilities requests; which is the process of checking that the information in the request is complete, so facilities tasks can be assigned. 5. Administrators organize requests into tasks that need to be done before the request is complete, and dispatch those tasks. 6. Facilities staff members perform the tasks necessary to fulfill the request. 7. The assigned facilities staff members close their tasks, allowing the request to be closed. Be sure to identify people within your organization that can be assigned the following facilties roles: facilities administrator Creates and modifies all campuses, building, floors, rooms, and floor plans. They can also qualify and dispatch requests. facilities staff Performs the work necessary to answer facilities requests. facilities dispatcher Schedules and assigns the tasks to facilities staff. Get started with Facilities Information about activating the Facilities plugin and configuring it for use. Activate Facilities The Facilities plugin is available as a separate subscription. Activating it, automatically activates the Core. Role required: admin To purchase a subscription, contact your account manager. After purchasing the subscription, activate the plugin within the production instance. You can evaluate the feature on a sub-production instance without charge by activating it within the instance. You can add Facilities to the CMS portal by activating the following plugins: [com.snc.enterprise_service_management.cms] Facilities CMS Portal [com.snc.facilities.core.cms] Navigate to System Definition > Plugins. Right-click the plugin name on the list and select Activate/Upgrade. 3. If the plugin depends on other plugins, these plugins are listed along with their activation status. Optional: If available, select the Load demo data check box. 4. Some plugins include demo data sample records that are designed to illustrate plugin features for common use cases. Loading demo data is a good policy when you first activate the plugin on a development or test instance. You can load demo data after the plugin is activated by repeating this process and selecting the check box. Click Activate. Create a group Set up groups and assign the necessary roles and users. The users in the group inherit the roles of the group, so you do not have to assign roles to each user separately All rights reserved. 92

93 Role required: admin A good practice is to create as many groups as needed in your organization. For example, you can create a staff group for each geographic location or for each function, such as building maintenance or building security, assign the necessary users to those groups, and then assign the staff role to those groups. It is also a good practice to create one group for administrators and assign the admin role to this group only Navigate to User Administration > Groups. Click New. Fill in the fields. To see some of the fields, you may need to personalize the form. Field Name Name of the group. Manager Group manager or lead. Type Category for this group. For example, a group designated as type catalog is a service catalog group and can also be accessed under the Service Catalog > Catalog Policy > Fulfillment Groups module. You may need to personalize the form to add the Type field. Activating the Work Management plugin adds the Type field automatically. Group Group distribution list or the address of the group's point of contact, such as the group manager. Parent Other group of which this group is a member. If a group has a parent, the child group inherits the roles of the parent group. The members of the child group are not members of the parent group. For example, if an incident is assigned to the parent group and you click the Assigned to lookup icon, only the members in the parent group are available. The members of the child group are not available. Active Check box that indicates whether the group is active or inactive. Inactive groups still appear in any reference field that already references the group, but are not visible by non-admin users in: lists of groups the reference lookup list for reference fields the auto-complete list of groups displayed when you type into a reference field Exclude manager Check box that controls whether the group's manager receives notifications. Include members Check box that controls whether the group members receive individual s when someone sends an to the Group All rights reserved. 93

94 Field address. The only exception to this functionality is for approval notifications, whereby all members of a group receive an approval notification, regardless of the Include members selection. 4. Helpful information about the group. Click the lock icon beside the Type field. If the field is not visible, configure the form to add it. The Type field expands Click the reference lookup icon ( ) and select the [application] type. Right-click the form header and select Save. Add the [application]_admin or [application]_staff role to the Roles related list. Add users to the Group Members related list. Click Update. Configure Facilities Administrators in the global domain can set facilities configurations to determine how the system handles daily operations. Role required: admin Facilities defaults to the request-driven processing method for handling tasks. For information about the processing methods, see Task- vs. request-driven processing on page Navigate to Facilities > Administration > Configuration. Note: Administrators in domains lower than the global domain can view the Configurations screen, but cannot modify the settings. The options on the configuration screen are arranged in a multiple-tabbed layout, as follows: 2. The Business Process tab contains options for setting up the request lifecycle, creating catalogs and requests, and configuring notifications. The Assignment tab contains options for setting up manual and auto-assignment. The Add-ons tab contains options for enabling the knowledge base, managed documents, and task activities. Fill in the fields on the Business process tab. Note: The Configuration screen contains many configuration options. An option is enabled when the switch appears green and is toggled to the right. All configuration options listed in the Dependency must be enabled in order for the option to be displayed All rights reserved. 94

95 Table 22: Configuration screen - Business Process Field Dependency Lifecycle Enable state flows Enable this option to use state flows consistent with all service management applications. If you prefer to create your own state flows using business rules, client scripts, and UI actions, disable the option. A confirmation box displays and includes a link to a help article that describes the implications of disabling state flows. We highly recommend that you read the article before proceeding. If you disable state flows and save the configuration, this configuration option is removed from the screen and state flows cannot be re-enabled from the user interface. Process lifecycle Select request driven (subtasks are optional) if you do not want to require tasks to fulfill requests. When the request lifecycle is request driven, requests can be directly assigned to users in an assignment group. Users can still add tasks to requests; however, closing all tasks will not automatically close the request. Enable state flows is turned on. Note: If the Enable state flows option is not selected, the process lifecycle becomes requestdriven and this field is not displayed All rights reserved. 95

96 Field Dependency Select the method for assigning requests: Lifecycle Assignment method for requests using auto-assignment: Requests are automatically assigned. using a workflow: You will be prompted to select the workflow you want to use for assignment. manually: you must manually assign requests. Enable state flows is turned on. Process lifecycle: request driven (subtasks are optional) Note: The Process Lifecycle option is not available in all service management applications. Note: If the Enable state flows option is not selected, the assignment method defaults to manually and this field is not displayed. Use this workflow to assign requests Select the workflow for dispatching requests. Enable state flows is turned on. Process lifecycle: request driven (subtasks are optional) Assignment method for requests Note: The Process Lifecycle option is not available in all service management applications All rights reserved. 96

97 Field Dependency Lifecycle Assignment method for tasks Select the method for assigning tasks: Enable state flows is turned on. Enable state flows is turned on. Assignment method for tasks using auto-assignment: Tasks are automatically assigned. using a workflow: You will be prompted to select the workflow you want to use for assignment. manually: you must manually assign tasks. Note: If the Enable state flows option is not selected, the assignment method defaults to manually and this field is not displayed. Use this workflow to assign tasks Select the workflow for assigning tasks. Agent must accept or reject the assigned task Enable this option to require the assigned agent to accept or reject the task. Work notes are mandatory Enable this option if work notes are mandatory when closing, completing, or cancelling requests and tasks. If it is disabled, work notes are not needed when closing, completing, or cancelling. Copy task work notes to request Enable this option to synchronize task work notes with the work notes on the order or request. When work notes are added in the task, the same work notes appear in the order or request. Enable state flows is turned on. Enable state flows is turned on. Catalog and Request Creation All rights reserved. 97

98 Field Dependency Lifecycle Create or update requests by inbound . Enable this option to allow inbound messages to create or update requests. This option must be enabled to allow requests to be marked as spam. Requests are created using Select catalog or regular form to activate the catalog and enable automatic publishing of request templates to the catalog. Select regular form only to deactivate the catalog and disable automatic publishing of request templates to the catalog. Templates create a dedicated catalog item Enable this option to activate automatic publishing of catalog items for the application. Notification All rights reserved. 98

99 Field Dependency Lifecycle Send a notification when a field changes for a task or request. You can configure notifications to be sent to specific recipients when selected fields in requests and/or tasks change. 1. From Table, select Request or Task. 2. From Field, select the field to use for generating notifications. When a change is made to the selected field, a notification is sent to the recipients identified below. 3. From Recipients, select one or more recipients 4. If you select a specific user or a specific group, you are prompted to select a user or group. 5. To define additional notifications using other fields or recipients, repeat the steps above on the next line. 6. To remove a notification, click the delete notification icon ( ) to the right of the notification. 3. Click the Assignment tab and fill in the fields. Table 23: Configuration screen - Assignment tab Field Dependency Manual Assignment Assign requests or tasks based on assignment group coverage areas Enable this option to limit the selection of groups from the Dispatch group and Assignment group fields to groups that cover the location of the task All rights reserved. 99

100 Field Dependency Use dispatch queue Enable this option to use the dispatch group for manual assignment. Enable state flows is turned on. Process lifecycle: lifecycle is task driven Auto-Assignment - Scheduling Auto-selection of agents will consider agent or task schedules Enable this option to allow auto-assignment to use the schedules of the agents or tasks to determine who can be assigned to each task. Additionally, the Estimated work duration field is not mandatory when this configuration option is disabled. Enable state flows is turned on. Process lifecycle: lifecycle is task driven Note: The Process Lifecycle option is not available in all service management applications. Auto-selection of agents will consider time zone for tasks Enable this option to consider the time zone of the agent when assigning a task. Enable state flows is turned on. Enable priority assignment Enable this option to use priority assignment for autoassigning agents. Enable state flows is turned on. Process lifecycle: lifecycle is task driven Auto-selection of agents will consider agent or task schedules Note: The Process Lifecycle option is not available in all service management applications. Auto-Assignment - Additional Factors All rights reserved. 100

101 Field Dependency Auto-selection of agents will consider location of agents Enable this option to use the agent and location when determining who to assign the task to. Agents closer to the task location will get preference. Enable state flows is turned on. If using Process lifecycle: lifecycle is task driven, then This option determines the degree to which skills must be matched to a task when determining autoassignment. Select all to require that an assigned agent have all of the skills to perform the task. An agent who lacks one skill is eliminated. Select some if you want agents who have most of the skills needed to perform the task. Select none if you want to auto-assign agents without taking skills into account. Assignment method for requests: using auto-assignment Enable state flows is turned on. If using Process lifecycle: lifecycle is task driven, then Assignment method for tasks: using auto-assignment If using Process lifecycle: lifecycle is request driven, then Auto-selection of agents for tasks requires them to have skills Assignment method for tasks: using auto-assignment If using Process lifecycle: lifecycle is request driven, then Assignment method for requests: using auto-assignment All rights reserved. 101

102 Field Dependency Auto-selection will attempt to Enable this option to auto assign the same agent to all assign all tasks for a request tasks in a request to the same agent. Enable state flows is turned on. If using Process lifecycle: lifecycle is task driven, then Assignment method for tasks: using auto-assignment If using Process lifecycle: lifecycle is request driven, then 4. Assignment method for requests: using auto-assignment Click the Add-ons tab and fill in the fields. Table 24: Configuration screen - Add-ons tab Field Dependency Part Requirements Part requirements are needed by agents Enable this option to require agents to specify parts for the task. Select models Click add and select the part Part requirements are model to be used for this needed by agents task. Click more to select additional part models. Documentation Enable a dedicated knowledge base Enable this option to activate the knowledge base for the application. Enable managed documents Enable this option to add a related list to managed documents. Enable task activities Enable this option to log the task interactions and communications, such as phone calls and messages All rights reserved. 102

103 Field Dependency Part Requirements Work notes are mandatory Enable this option if work notes are mandatory when closing, completing, or cancelling requests and tasks. If it is disabled, work notes are not needed when closing, completing, or cancelling. Associated Task Tables Select associated tables Click Add to select additional tables. Maps Enable maps 5. Enable this option to use maps. Click Save. Warning: If you clicked the Enable state flows option to disable it, a confirmation box appears, along with a link to documentation that explains the consequences of disabling state flows. It is highly recommended that you read the documentation before proceeding. The action of disabling service management state flows cannot be reversed. Task- vs. request-driven processing All SM applications use either task-driven or request-driven processes for handling tasks. Each application defaults to one or the other of these processing types, but you can switch between them as needed. Task-driven processing means that the order or request is simply a container for a list of tasks that need to be completed in order for the overall work to be considered complete. When a work order is created, an associated task record is also automatically created. A request must have at least one task, and additional tasks can be defined to handle all aspects of the request. As tasks are performed and completed, the request transitions through a series of states. After the last task is closed, the request automatically transitions to closed. Request-driven processing means that tasks can still be assigned to a request; however, closing all tasks will not automatically close the request. A request does not require any sub-tasks and can be opened and closed independently. Any sub-tasks added can be transitioned and assigned independently and to different agents than specified on the request. Even if all tasks are closed, the request can remain open and continued to be worked on. However, the request cannot be closed until all tasks are also closed. In request-driven processing, state transitions are based solely on the request. Space management The concept of space has been added to the Facilities application. Going beyond a flat floor plan, by defining spaces at all levels with the same unit measure, metrics like occupancy percentage, total space available, and the like, become readily available for space management analysis. The additional benefits of space management include: ability to forecast future space requirements All rights reserved. 103

104 simplification of the charge back process space analysis for actual and planned use cases addition of zones for creating different collections of spaces Space hierarchy A natural hierarchy was created to allow you to model your organization's space. Once the space is modeled you will be able to manage space and view how effectively space is being utilized. The hierarchy from top to bottom is campus, building, level (floor), and space. administrators can create new types of spaces as needed. New space definition tables are extended from the [fm_space] table. Be sure the proper ACLs are set. The following graphic depicts how tables are related to one another All rights reserved. 104

105 Figure 2: Space table hierarchy Space rollup calculations The Facilities application can rollup occupancy, area, and usage information from lower to higher levels in the space hierarchy. Rollups only happen for spaces that are designated as occupiable; the occupancy values from that space are "rolled-up" to the level above them. An occupiable space is designated by selecting the checkbox on the facility space record. Other fields are dependent upon the occupiable option. Rollup calculations are modifed in a script include All rights reserved. 105

106 Figure 3: Occupiable selected and dependent fields The values that roll up are: occupancy max occupancy assignable area The percent occupied calculation takes place based on the current and max occupancy values. Associated users Each space includes an Associated Users related list. From here, users can be assigned to more than one location, as well as being assigned a primary location. Employees are assigned a primary location. A business rule ensures that only one record per user can be made the primary location. Employees that travel between campuses may need more than one space assigned to them. These records are stored in the [fm_m2m_user_to_space] table. Adding a user automatically updates the space's current occupancy and availability status. Additionally, the percent occupied calculation is performed. GeoJSON Map files Maps used by the floor plan visualization feature are in the open standard, GeoJSON-format. Work with Micello, Inc. to create a GeoJSON floor plan from image files, PDF files, or AutoCAD files. Other vendors can provide these floor plans or you can create the floor plan on your own. Note: However, creating a floor plan requires GeoJSON knowledge. Ensure that you are familiar with geospatial data and/or GeoJSON data before attempting this task. For information about the GeoJSON standard, see Note: Object properties in the GeoJSON files are used to create buildings, floors, and spaces. Community file The community file contains information about the campus, including the number of buildings and the number of floors for each building. The file naming standard is: All rights reserved. 106

107 Must begin with map Must contain -geojson-com-map- For example, map mv-1-ev-1-geojson-com-map-fv-2.json Campus information Sample code for campus and map set properties. "entity_version": 1, "id": 23641, "languages": [ "en" ], "location": { "coordinates": [ , ], "type": "Point" }, "map_version": 1, "obj_type": "CommunityMap", "properties": { "city": "San Diego", "com_type": "Business Campus", "country": "US", "default_lang": "en", "name": " - San Diego Campus", "postal code": "92121", "state": "CA", "street address": "4810 Eastgate Mall" } The id is a unique id for this campus and is mapped to the database as the external campus id field in the campus table. The entity_version and map_version are the versions of the map sets, helpful when a campus has multiple map sets. The location contains WGS 84 coordinates providing the overall latitude and longitude of the campus. Other data provides the name and address of the campus and is used to create a location in the location table for the campus. Building information Each drawing in the campus map file represents a building or campus overview. The campus overview is a map that shows the entire campus, and is included for multi-building campuses only. { "id": 28500, "levels": [ <See level section>> ], "obj_type": "Drawing", "properties": { "display_name": "SD Campus Building 1", "map_type": "Shopping Mall", "name": "San Diego Campus Building 1" }, "ref_frame": { All rights reserved. 107

108 "angle_deg": , "height": , "local2m": , "transform": [ e-07, e-07, e-07, e-07, , ], "width": } }, This information is used to create a building in alm_building. The id is mapped to the external building id in alm_building. The display_name is used to name the building. The ref frame is used to align the building horizontally and vertically. The GeoJSON data, contains WGS 84 information used to rotate the image so it displays at a natural horizontal orientation. Level information Each building (drawing) has a list of levels. Each level is a map and represents one floor, though that is not a rule. { "id": 46475, "obj_type": "Level", "properties": { "main": true, "name": "1", "parent_level": 46465, "root_geom": , "zlevel": 0 } }, { "id": 46477, "obj_type": "Level", "properties": { "name": "2", "type": "indoor", "zlevel": 1 } }, { "id": 46478, "obj_type": "Level", "properties": { "name": "3", "type": "indoor", "zlevel": 2 } } Each level creates an fm_level record. The id is mapped to the external level id in fm_level. The name is mapped to the name field in fm_level. The zlevel orders the levels (0 is ground level) All rights reserved. 108

109 The main property assigns the main level of the building and is used as the default map when a building is selected. The id is used to find the correct level geometry file. Level geometry file The level geometry file contains all the geometry for a given level. Each file is one map that can be rendered in the platform. The file naming standard is: Name with the id of the level found in the community map file Must contain -geojson-geojson-level-geom- For example, level is found in a file named map mv-1-ev-1-geojson-geojson-levelgeom fv-2.json The main component of the level file is an array of features, and looks like: { "geometry": { "coordinates": [ [ [ , ], [ , ], [ , ], [ , ], [ , ] ] ], "type": "Polygon" }, "id": , "label_area": [ , , , , ], "location": { "coordinates": [ , ], "type": "Point" }, "obj_type": "Geometry", All rights reserved. 109

110 "properties": { "display_name": "Reef Shark", "entities": [ ], "facility": "room", "int_address": "Room B1-132" }, "type": "Feature" }, The geometry object is the geojson representation of points that make up the object. For more information about the GeoJSON standard, see Geometries can be turned into fm_space records. The id is mapped to the external space id on the fm_space record. The display_name is the name of the space. The type is the most important property. In the example, the class is a facility and the type for that class is a room. When parsing, these values determine: If an fm_space record is created for the geometry If the fm_space has a subtype If any default icons are assigned to a space If any default colors are assigned to the map Valid classes There are certain classes and class types that are valid for the level geometry file. Facility Bathroom Gender Elevator Escalator Stairs Room Door Wall Hallway Inaccessible space Wall Window Safety Female Male Family Defibrillator Fire extinguisher First aid Service All rights reserved. 110

111 Atm Power Changing station Wifi Area Smoke Rest area Furnishing Chair Table Shelf Bin Process map set files Processing a map set includes parsing data from a map and importing that information to the space management tables for your campus. You can use this to set up your spaces or update mass changes to your campus without having to manually enter each change. Role required: admin Navigate to Space Management > Campus. Click the name of the campus. Click the Facilities Map Sets related list to see all the maps sets associated with this campus. Click the name of the map set you want to parse. All files associated with that map set are shown as attachments. Click Process the Map Files related link. All the files that will be read and parsed (processed) are shown. Click Preview. A summary of all the spaces that will be created are shown. Table 25: Process map files summary Field Summary The total for each space that will be added or retired: buildings, levels, spaces Facility space creation Feature type All the types of spaces that will be created Class name Creating The total amount of each space type that will be created. Existing The existing amount of each space type. Ignoring The amount of each space type that not be created. Icon Creation All rights reserved. 111

112 7. 8. Field Icon The names of all icons that will be included within this campus. Parsing label The parsing label of all icons that will be included within this campus. Creating The total number of that icon type that will be created for this campus. Existing The total number of that icon type that already exists within this campus. Review the process map set summary carefully, to be sure if the space adds and ignores make sense. If the summary does not make sense, refer to the [fm_facility_feature] table. Click Process. When the map file has been processed, a summary of all spaces created is displayed. Map set files A map set is a collection of GeoJSON files that describe a campus and contain all the geometric data needed to draw each map. The GeoJSON files contain additional properties that get parsed to create buildings, floors, and spaces. For information about the GeoJSON standard, see Customer-created maps Creating a map, begins with the addition of the campus, then the buildings, floors, and other spaces. Add or edit a campus A campus represents the top level in your space, and contains buildings and map sets. Identify the details of your campus, including it's location, manager, gross area, and usable area. Occupancy and utilization metrics are calculated using these details. Role required: admin Navigate to Facilities > Space Management > Campus. Continue with one of the following options. Option Action To add a campus manually Click New. To add a campus using a map set Process map set files on page 111 To edit a campus Click the name of the campus you want to edit. The Facility Campus form appears. Fill in the fields on the form, as appropriate. Table 26: Campus form Field Name Enter a descriptive name for the campus All rights reserved. 112

113 Field Managed by Select the employee who manages the campus. Location Select from the location hierarchy. Gross area Usable area Assignable area Area unit Select the unit used for defining the space size: square feet or square meters. Current occupancy Displays the number of users currently associated with the space. This is generated using business rules on the Associated User [m2m_fm_user_to_space] table. Max occupancy Enter the maximum capacity of users for this space. This value is intended for reporting purposes. Percent occupied Notes 4. Continue with one of the following options. Option Action To add a campus Click Submit. To edit a campus Click Update. Add or edit a building Buildings are assigned to campuses with a unique name, and contain floors or levels, a location, and utilization thresholds. Role required: admin Navigate to Facilities > Space Management > Building. Continue with one of the following options. Option Action To add a building Click New. To edit a building Click the name of the building you want to edit. The Building form appears. Fill in the fields on the form, as appropriate All rights reserved. 113

114 Table 27: Building form Field Name Provide a descriptive name for this building. Campus Select the campus where this building is located. Floors Enter the number of floors the building has. Location Select the location for this building. You must first define the locations in Organization Management. A good practice is to select a location that is defined at the address, not at the floor level. Floors are defined separately in the Facilities application. Assignable area Displays only the area of the building that is assignable to users. Usable area Enter only the area of the building that is available for the creation of spaces. Gross area Enter the total area of the building, including non-usable and non-assignable spaces. Area unit Select the unit used for defining the space size; square feet or square meters. Note: The Area unit assigned to all spaces must be consistent for the rollup calculations to work properly. See Space rollup calculations on page 105. Current occupancy Displays the number of users currently associated with the space. This is generated using business rules on the Associated User [m2m_fm_user_to_space] table. Note: This field is dependent upon the Occupiable option being selected. Max occupancy Displays max occupancy of the building based on rollup calculations from the spaces below it. Note: This field is dependent upon the Occupiable option being selected All rights reserved. 114

115 Field Percent occupied Displays the percentage of total space occupied based on rollup calculations from the spaces below it. Note: This field is dependent upon the Occupiable option being selected. 4. Utilization Min Enter a number to define the building's minimum level of utilization. Utilization Max Enter a number to define the building's maximum level of utilization. Continue with one of the following options. Option Action To add a building Click Submit. To edit a building Click Update. Add or edit a floor or level A floor is a level in a structure that contains spaces. It can be a floor of a building, or the basement, levels in a parking lot, or outdoor areas. Role required: admin Navigate to Facilities > Space Management > Floor. Continue with one of the following options. Option Action To add a floor or level Click New. To edit a floor or level Click the name of the floor or level you want to edit. The Level form appears. 3. Fill in the fields on the form, as appropriate. Table 28: Level form Field Name Provide a descriptive name for this floor or level. Building Select the building that the floor is in. Main level Select this checkbox if this floor is the main level of the building All rights reserved. 115

116 Field Abbreviation Enter an alphanumeric string to identify the level the floor is on. For example, enter G for garage or 3 for the third floor. This is a text field that takes any value. Assignable area Displays only the area of the floor that is assignable to users. Usable area Enter only the area of the floor that is available for the creation of spaces. Gross area Enter the total area of the floor, including non-usable and non-assignable spaces. Area unit Select the unit used for defining the space size; square feet or square meters. Note: The Area unit assigned to all spaces must be consistent for the rollup calculations to work properly. See Space rollup calculations on page 105. Current occupancy Displays the number of users currently associated with the space. This is generated using business rules on the Associated User [m2m_fm_user_to_space] table. Note: This field is dependent upon the Occupiable option being selected. Max occupancy Displays max occupancy of the floor based on rollup calculations from the spaces below it. Note: This field is dependent upon the Occupiable option being selected. Percent occupied Displays the percentage of total space occupied on this floor based on rollup calculations from the spaces below it. Note: This field is dependent upon the Occupiable option being selected. Utilization min Enter a number to define the floor's or level's minimum level of utilization. Utilization max Enter a number to define the floor's or level's maximum level of utilization All rights reserved. 116

117 4. Continue with one of the following options. Option Action To add a building Click Submit. To edit a building Click Update. Add or edit a space Spaces are assigned to floors or levels, and can be cubicles, conference rooms, restrooms, gymnasiums, elevators, parking spaces, etc. Spaces are assigned users and assets, and have the most data defined. Role required: admin Navigate to Facilities > Space Management > Space. Continue with one of the following options. Option Action To add a space Click New. To edit space Click the name of the floor or level you want to edit. The Space form appears. Fill in the fields on the form, as appropriate. Table 29: Facility Space form Field Display name An auto-generated label based on the Name, Building, and Floor entries. For example, if the Name is 1002, the Building is Santa Clara Building 1, and the Floor is Floor 1, the Display name would be Santa Clara Building 1 - Floor Name Enter a descriptive name for the space. Building Select the building for which you are defining the space. Floor Select the floor for which you are defining the space. Area Enter the value associated with the space size and the Area unit field; square feet or square meters All rights reserved. 117

118 Field Area unit Select the unit used for defining the space size; square feet or square meters. Note: The Area unit assigned to all spaces must be consistent for the rollup calculations to work properly. See Space rollup calculations on page 105. Cost center Select the cost center for the space. Cost centers are defined in IT Cost Management and require the IT Cost Management plugin. This is a reference to [cmn_cost_center] table for charge backs reasons. Department Select the department for the space. Departments are defined in User Administration. This is a reference to the [cmn_department] table. Status Select the status of the space (active, planned, maintenance, retired). Availability Select the availability of the space (vacant, partially occupied, at capacity, over capacity or reserved). Note: This field is dependent upon the Occupiable option being selected. Current occupancy Displays the number of users currently associated with the space. This is generated using business rules on the Associated User [m2m_fm_user_to_space] table. Note: This field is dependent upon the Occupiable option being selected. Max occupancy Enter the maximum capacity of users for this space. Note: This field is dependent upon the Occupiable option being selected All rights reserved. 118

119 Field Percent occupied Displays the percentage of total space occupied. Note: This field is dependent upon the Occupiable option being selected. Occupiable Select this checkbox if the space can be occupied. See Space rollup calculations on page 105. Use the Associated Users and Assets related lists to view or add users and assets to the space. Continue with one of the following options. Option Action To add a campus Click Submit. To edit a campus Click Update. Add or edit a zone Zones are a logical collection of spaces that can be shared across campuses, floors, or buildings. Examples of zones are: Chiller 4 Zone, Guest Wi-Fi Zone, AC 1 Zone, Power Circuit 3 Zone, etc. Role required: admin There are no restrictions on zones; they can cross campuses and buildings. In addition, spaces can belong to one or more zones Navigate to Facilities > Space Management > Zone. Continue with one of the following options. Option Action To add a zone Click New. To edit a zone Click the name of the zone you want to edit. The Zone form appears. 3. Fill in the fields on the form, as appropriate. Table 30: Facilities zone form 4. Field Name Provide a descriptive name for this zone. Short description Provide a more descriptive name for this zone. Continue with one of the following options All rights reserved. 119

120 Option Action To add a zone Click Submit. To edit a zone Click Update. Delete a campus You must delete all the buildings assigned to a campus, before deleting the campus itself. Role required: admin Navigate to Facilities > Space Management > Campus. Click the name of the campus you want to delete. The Campus form appears. Click Delete. Note: If the campus has any buildings defined for it, a warning box opens and identifies the buildings. You must delete the buildings before deleting the campus. Delete a building Before you can delete a building, you must first delete any floors or levels defined for it. You must delete all the floors in a building, before deleting the building itself. Role required: admin Navigate to Facilities > Space Management > Building. Click the name of the building you want to delete. The Building form appears. Click Delete. If the building has any floors defined for it, a warning box opens and identifies the floors. You must delete the floors before deleting the building. Delete a floor or level Before you can delete a floor, you must first delete any spaces defined for it Navigate to Facilities > Space Management > Floor. Click the name of the floor you want to delete. The Level form appears. Click Delete. If the building has any assets associated with it, a warning box opens. If you click Delete, the associated asset is deleted. Delete a space Spaces can be deleted from any floor or from another space as long as the space you want to remove does not have other spaces associated with it. For example, if you want to delete a space that contains several offices, those spaces must be deleted before the parent space can be deleted Navigate to Facilities > Space Management > Space. Click the name of the space you want to delete. The Facility Space form appears. Click Delete All rights reserved. 120

121 4. If the space has any assets associated with it, or if the space is associated with another space, a warning box opens. If you click Delete, the associated asset or space is deleted. Delete a zone When deleting a zone, any associated assets or spaces is also deleted. Role required: admin Navigate to Facilities > Space Management > Zone. Click the name of the zone you want to delete. The Zone form appears. Click Delete. Note: If the space has any assets associated with it, or if the space is associated with another space, a warning box opens. If you click Delete, the associated asset or space is deleted. Run transform Running a transform allows you to easily export information from your records, put that data into an.xls file and import that data into the Space Management application. Role required: admin There is an example transform map included with the demo data. Load the demo data on a preproduction instance, go to campuses and select the Westfield Valley Fair campus. Navigate to the map sets, then view Westfield Valley Fair V map set. In the attached files there is a westfield_transform_example.xls file that can be used as an example. Process the campus then run the transform according to the instructions above Navigate to System Import Sets > Run Transform. Click Create and load an import set first. Fill in the fields on the form, as appropriate. Table 31: Create or add to an existing import set table Option Import set table Selections are create table or existing table. Label Enter a label for the new table. Note: This field is dependent upon the Create table option being selected. Name The name is automatically generated from the Label you enter. Note: This field is dependent upon the Create table option being selected All rights reserved. 121

122 Option Import set table All saved import set tables are listed in a drop down menu. Note: This field is dependent upon the Existing table option being selected. Source of the import Selections are file or data source. File Browse to the location of the file. Note: This field is dependent upon the File option being selected. Sheet number Identifies the sheet number that will be used for the transform. Note: This field is dependent upon the File option being selected. Header row Identifies the row number used as the header row in the transform file. Note: This field is dependent upon the File option being selected. Data source All data sources are listed in a drop down menu. Click Submit. Click Run transform. Click Transform. All the spaces are populated in space management from the space details in the transform map. Navigate to Space Management > Spaces Review the details of spaces to be sure additional details have been imported. Transform map A transform map is an.xls file that allows you to add spaces or details about spaces from other sources into the space management application. Transform maps must be run separately for floors and spaces. Unique spaces are identified based on a combination of the building name, floor, and space name and must be included in the transform map. For your convenience, provides two transform maps for your use: imp_facilities_data imp_facilities_level_data For instructions, see Run transform on page All rights reserved. 122

123 Facilities requests A facilities request is a record in the system that tracks a proposed change to an organization's facilities. Typical facilities requests are to report something broken, such as a malfunctioning thermostat, or report in issue like a beeping smoke alarm that needs a new battery. Facilities request creation Facilities service management uses the common service management request management process. Additionally, any user can submit a facilities request through the Facilities catalog and users with the Facilities staff role can also create and update facilities requests using the Facilities Request form directly. Create a request through the facilities catalog Employees use the Facilities catalog to submit requests. The catalog provides several different categories so users can choose the one that closely relates to their request. Role required: none Navigate to Self-Service > Facilities Catalog. Select a category. If necessary, select a subcategory. Fill in the fields on the form, as appropriate. Note: Some request forms may not contain every field described here. Table 32: Facilities catalog request form 5. Field Opened for The name of the person submitting this request. Select a new name if you are opening this request on behalf of another user. Location The location for this request. Short A brief summary of the request. Detailed A detailed description of the request. Priority The priority that describes the importance of this request. Click Submit. Create a request with the facilities request form Facilities staff members can create requests through the Facilities Request form as an alternative to using the floor plan viewer. Use this form if you want to associate the request with a configuration item, such as a printer or projector, which is affected by the request. Role required: facilities_admin Associating a CI to a request helps your facilities team understand which services could be negatively impacted by a facilities issue. You can also use this form to include additional comments and work notes for the request Navigate to Facilities > Requests > Create New. Fill in the fields on the form, as appropriate All rights reserved. 123

124 Table 33: Request form fields Field Number An auto-generated number that identifies the request record. Company The name of the company from which the request initiated. Caller The name of the requestor. Affected CI A CI affected by this request. Location The location associated with this request. Verify that the location is correct. If it is not, you can select another location record. Template The template for creating this request (optional). Click the reference lookup icon and select a template. The request will be populated with all fields in the selected template including all subtasks and part requirements (if applicable). Opened Auto-filled with the date and time the request was opened. Priority The priority that describes the importance of this request. By default, all requests are set to 4-Low. State The state that describes what work stage this request is in. By default, all requests are set to Open. Assignment group Select the group from which an agent is assigned to the request. You can select only assignment groups associated with the service management application you are using. Note: If you selected the Use the dispatch queue option on the Facilities Management Configuration screen, only users with the Dispatcher role can edit this field. If you did not select the Use the dispatch queue option, all users except those with the Basic and Initiator roles can edit this field All rights reserved. 124

125 Field Assigned to Select the agent to assign the request to. If you already selected an assignment group, you can only select agents who belong to that group. If notifications are enabled on your instance, a built-in notification automatically sends an to this user when you save the request record. Notes: If you selected the Use the dispatch queue option on the Facilities Management Configuration screen, only users with the Dispatcher and Agent roles can edit this field. If you did not select the Use the dispatch queue option, all users except those with the Basic and Initiator roles can edit this field. If you selected an assignment group and want to assign the work to a new user, click the reference lookup icon next to Assigned to, click New, and create a new user. Be aware, however, that you must navigate to User Administration > Groups and add the user to the assignment group before the request can be assigned. Initiated from Specify the incident or task from which this request was created. Billable Select this check box if the request is billable. Short description [Required] A brief summary of the request. Optionally, you can click the search knowledge icon to view articles in the knowledge base relating to this product model, plan, or CI. Doing so could provide a solution related to the reason you are submitting this request. A detailed description of the request. The description is always visible to the submitter. Therefore, if you add or modify the description for a request that another user submitted, the user is able to see the changes. Work notes Additional notes that you want to share between users who can access the request form. A user who submits the request through the service catalog cannot see the work notes All rights reserved. 125

126 Note: If you specify an Assignment group, and you want to assign the work to a user who is not already in your user table, you can click the magnifying glass icon in the Assigned to field, click New, and create the new user record. Be aware, however, that the new user will not be recognized. 3. Click Submit Facilities service management overview module The Facilities Overview module displays various facilities request gauges. These gauges help facilities administrators and staff members track and manage aspects of the facilities request fulfillment processes. The Overview module is a type of homepage. Note: If you have tasks defined with assignment groups of the type Vendor, additional gauges will display useful information for tracking vendor tasks and performance. Manage facilities requests Facilities staff members need to regularly access request records as they resolve the request and correspond with the submitter. Staff members can also access built-in reports to see information like the number of unassigned requests or the number of active requests for each building. Facilities staff members can access all facilities requests and make changes as necessary. Facilities staff members typically perform the following tasks on a regular basis: Approve requests Assign requests to staff members Collaborate with request submitters and with other staff members on request records Change the location of a request Close requests Facilities request approvals With the addition of Submitted and Resolved stateflows, approvals are no longer provided by default on facilities requests. The request goes to a Submitted state when a facilities request is created using a template with a workflow and the Ready to Work button is on. The template workflow turns the Submitted state to Ready state. Users can include approvals within the template workflow, if desired. Facilities agent assignment Depending on your settings in the facilities configuration screen, you can assign agents manually or using auto-assignment. If you have a limited number of agents for completing requests or you simply do not want to auto-assign agents, you can use manual assignment. Auto-assignment allows you to define criteria by which agents can be automatically selected to satisfy requests entered in service management applications. Based on the needs of your organization, you can configure the criteria for agent auto-assignment in the following ways. When auto-assignment is enabled and a task is qualified or marked as Ready for Work, the following actions occur: Available agents are evaluated based on the criteria defined in the configuration. An appropriate agent is automatically assigned to the task All rights reserved. 126

127 The task is moved to the Assigned state. If the configuration is set up to consider more than one set of criteria, such as location and skills, the agents are evaluated based on the weighting property settings in addition to other criteria. If the task cannot be auto-assigned, a user with the dispatcher role must adjust the values in the request or task form and then save the record. Manually assign agents to active requests Use this procedure to assign agents to active requests in service management (SM) applications. 1. Navigate to one of the following: [SM application] > Open - Unassigned for a list of requests that no one is assigned to. [SM application] > All [SM application] Requests for a list of all open requests, regardless of their current assignment. Open the request you want to assign. In the Assignment group field, enter the group that handles this kind of request. If no groups are available, leave this field blank. To look up the assignment group, click the look up using list icon ( field. ) beside the Assignment group Note: You do not have to select an assignment group, but doing so limits the users you can assign the request to. 4. In the Assigned to field, enter the agent to handle this request. To look up an agent, click the look up using list icon ( ) beside the Assigned to field. Note: The users in the search results are limited to the users in the Assignment group, if one was selected. 5. Click Update. An notification is automatically sent to the assigned agent if notifications are set up for the instance. Agent auto assignment using rating-based criteria Rating-based methods, such as location, skills, and time zones, help you auto assign agents based on configuration settings and optional properties. The calculated ratings are used to determine the best agent to perform the task. Any combination of rating-based methods can be enabled in the application configuration screen. When a task is created, a rating for each type of enabled selection criteria is calculated for each available agent. The agent whose average rating is highest is considered for auto-assignment. The settings for the auto-assignment weighting properties, found in [SM application] > Administration > Properties, are included in the rating calculations. These values help you prioritize which auto-assignment selection criteria is more important to your organization. The priority values should be [1, 10] and they are factored between 1 and 0. That is, 10 is a factor of 1, 5 is a factor of.5, and so on. For an example of how the weighting properties affect agent ratings, see Agent auto assignment using multiple selection criteria on page 53. Agent auto assignment using location Agents can be auto assigned based on the location defined in their user record and the location of the tasks All rights reserved. 127

128 Auto assignment by location can be performed in a task- or request-driven processing environment, if the Auto-selection of agents will consider location of agents configuration is enabled. When a task is created, agent locations are compared to the following ranges to determine each agent's location rating. Table 34: Location rating calculation Distance (mi.) from agent to task Rating 0 to to to to to to to to >100 0 When a task is qualified or marked as Ready for Work, the agent closest to the task location will be considered for the task. If the application is configured so that only location is considered, the closest agent will be auto-assigned to the task. If the application is configured to use other selection criteria such as skills, time zone, or schedule the ratings of all selection criteria are averaged, and the agent with the highest overall rating is auto-assigned for the task. See Agent auto assignment using multiple selection criteria on page 53 for details. Agent auto assignment using skills Agents can be auto assigned based on the agent's skills and the skills required to perform the task. Assign skills to an agent's user records using Skills > Users. Auto assignment by skills can be performed in either a task- or request-driven processing environment if the Auto-selection of agents for tasks requires them to have skills configuration option must be set to all or some for the application. When a task that includes skills is qualified or marked as Ready for Work, each agent's skills are compared with the skills required to perform the task and a rating is calculated based on the skills configuration option. If the option is set to some, the agent with the closest skills match is auto-assigned the task. If the option is set to all, only agents who possess all of the required skills will be considered. If no agents possess all of the skills required to perform the task, none are auto-assigned. An agent's skills rating is calculated as: Skills_agent/Skills_task where: Skills_agent is the number of skills possessed by the agent that match the skills required for the task. Skills_task is the total number of skills required for the task. For example, if a task requires 4 skills, and Agent A possesses three of them and Agent B possesses two of them: All rights reserved. 128

129 Agent A's skill rating = 3/4 or 0.75 Agent B's skill rating = 2/4 or 0.5 If the application is configured to use other selection criteria, such as location or time zone, the ratings of all selection criteria are averaged, and the agent with the highest overall rating is auto-selected for the task. See Agent auto assignment using multiple selection criteria on page 53 for details. Agent auto assignment using time zones Agents can be auto assigned based on the time zone defined in their user records and the time zone of the tasks. Auto assignment by time zone can be performed in either a task- or request-driven processing environment if the Auto-selection of agents will consider time zone for the task configuration option must be enabled for the application. When a task is qualified or marked as Ready for Work, agents in the time zone closest to the task time zone will be considered for the task. If the application is configured so that only time zone is considered, an agent in the same time zone will be auto-assigned the task. Note: It is important that the time zones for the agent and the task be set correctly. When a task is created, agents are rated based on the time zone of the task and the agent's time zone using the following formula: 1 - [abs(task_tz Agent_tz) 12] where: abs is the mathematical function to compute the absolute value. Task_tz is the offset between the time zone of the task and GMT. Agent_tz is the offset between the time zone of the agent and GMT. For example, a task is created in New York City (GMT-4), and two agents are available to perform the task, one in Los Angeles (GMT-7) and one in Paris, France (GMT+1). The rating of the agent in Los Angeles is calculated as: 1 - abs((-4) - (-7)) 12 or 0.75 The rating of the agent in Paris is calculated as: 1 - abs((-4) - (+1)) 12 or 0.58 So if the auto assignment of the task is based on the time zone alone, it will be assigned to the agent from Los Angeles. If the application is configured to use other selection criteria, such as skills or location, the ratings of all selection criteria are averaged, and the agent with the highest overall rating is auto-selected for the task. See Agent auto assignment using multiple selection criteria on page 53 for details. Agent auto assignment using time-based criteria Time-based methods, such as schedules and priority assignment, help you auto assign agents based on configuration settings and optional properties. The calculated ratings are used to determine the best agent to perform the task. Any combination of time-based methods can be enabled in the application configuration screen. When a task is created, the schedule of the agent and the task to be performed are combined with ratingbased criteria to auto-assign an agent. Agent auto assignment using schedules Agents can be auto assigned based on the agent or the task schedule All rights reserved. 129

130 Auto assignment by schedule can be performed only in a task-driven processing environment, and the Auto-selection of agents will consider agent or task schedules configuration option must be enabled for the application. If this option is turned off, only the agent ratings will be used for auto-assignment. When a task is qualified or marked as Ready for Work, agents ratings are evaluated, and the schedules of qualified agents are compared against the schedule of the task to determine the agent with the best matching schedule. Note: If the task includes specific time entries in the Window start and Window end fields, and no agent's schedule falls within that task window, no agents will be assigned. Also be aware that if the customer wants a task to be performed at or near a specific time, the Window start time should be set as close to that time as possible. If, for example, the Window start and Window end fields are set to 1:00 pm and 8:00 pm, respectively, and the customer prefers the job to be started at 4:00 pm, it is possible that an agent will be dispatched at 1:00 pm. So setting the Window start closer to 4:00 can help ensure that the work is performed when the customer prefers it to be done. If the application is configured to use other selection criteria, such as skills or time zone, the ratings of all selection criteria are averaged, and the agent with the highest overall rating is auto-selected for the task. See Agent auto assignment using multiple selection criteria on page 53 for details. Agent auto assignment using priority assignment The priority assignment feature enables you to configure auto assignment so that agents can be assigned to perform tasks or provide services on a continual, 24x7x365 basis. Priority assignment is triggered when the priority of a task matches the priority set in the application configuration page. Priority assignment can be used in conjunction with location and skills settings; however, it can also operate independently. To use priority assignment, you must set the following configuration options for the application. Table 35: Priority auto-assignment configuration options Field Process lifecycle Set to task driven (subtasks are required). Assignment method for tasks Set to auto-assignment. Auto-selection of agents will consider agent or task schedules Enabled. Enable priority assignment Enabled. Select priorities for assignment Select one or more priorities. Only tasks of the selected priority or priorities will trigger auto-assignment based on priority assignment. When a task is qualified or marked as Ready for Work, and the priority of the task matches a priority selected for the application, the agent that best matches the schedule of the task will be auto-assigned. If the location and skills options are enabled, agents are first evaluated on their physical proximity to the location of the task, and then on how their skills match the skills required to perform the task. The agent whose location, availability, and skills best match the requirements of the task will be auto-assigned. When a task has a priority that matches a priority in the priority assignment list, the Location Rating and Timezone Rating are ignored, even if they have been enabled. If the priority of a task matches a priority selected in the Select priorities for assignment option, and no agents in the assignment group are available to be auto-assigned, the task is assigned to the group manager, regardless of whether the manager is available. It is the responsibility of the manager to locate an agent to perform the task All rights reserved. 130

131 Note: If no agent is located in the same time zone as the task, priority assignment will fail. Agent auto assignment using multiple selection criteria At its simplest, auto assignment involves identifying a set of selection criteria and automatically assigning the task to the agent who most closely meets the criteria. You can, however, select multiple sets of criteria, including both rating-based and time-based criteria. When a task is qualified or marked as Ready for Work, the following evaluations are performed: 1. The agents' ratings are calculated. If the Auto-selection of agents will consider agent or task schedules configuration option is disabled for the application, the agents' ratings are used exclusively for auto-assigning an agent. For more information on how the ratings are calculated, see: 2. Agent auto assignment using location on page 49 Agent auto assignment using skills on page 50 Agent auto assignment using time zones on page 51 If the Auto-selection of agents will consider agent or task schedules configuration option is enabled, the schedules of the agents whose ratings are acceptable for auto-assignment are compared to the schedule for the task, and the agent with the best match is auto-assigned. For more information on time-based methods for auto-assigning agents, see: Agent auto assignment using schedules on page 51 Agent auto assignment using priority assignment on page 52 Auto assignment is based on the following calculation: (Criteria_1 rating x Criteria_1 weight) + (Criteria_2 rating x Criteria_2 weight) + (Criteria_3 rating x Criteria_3 weight) / Number of criteria types used where: Number of criteria types used = 1, 2, or 3 depending on the location, skill, and time zone settings used. This example calculates agent auto-assignment based on location and skills. The example is based on the following assumptions. The Auto-selection of agents will consider location of agents configuration option is enabled for the application. The Auto-selection of agents requires them to have some of the required skills for the task configuration option is enabled for the application. The Skills Weight property is set to 10 for the application. The Location Weight property is set to 5 for the application. Agents A and B are available to perform a task, and the task requires four specific skills. Agent A's location is 5 miles from the site of the task and he possesses three of the four required skills. Agent B's location is one-quarter mile from the site, and she possesses two of the required skills. Auto assignment for the agents uses this calculation: [(Location rating x Location weight) + (Skills rating x Skills weight)]/ 2 The auto assignment calculation for Agent A is: [(0.7 x 0.5) + (0.75 x 1)]/ 2 = 0.55 The auto assignment calculation for Agent B is: [(0.9 x 0.5) + (0.5 x 1)]/ 2 = In this example, Agent A is auto assigned the task All rights reserved. 131

132 Collaborate on a request Within a request, you can enter comments that are visible to the submitter, allowing for collaboration between the two of you. For collaboration with other agents, you can enter comments that are not visible to the submitter Navigate to [SM application] > All [SM application] Requests. Open the request you want to collaborate on. In the Additional comments (Customer visible) field, enter the comments that you want the person who submitted the request to see. The submitter can see the comments in this field and add additional comments as necessary. You can update this field as many times as necessary to correspond with the submitter. To correspond with other agents, enter content that you do not want the submitter to see in the Work notes field. Change the location of a request After opening a request, you can modify the details and update it. 1. Navigate to one of the following: Facilities > Open and open the request you want to modify. Facilities > View Floor Plans, click the request icon ( list that appears ), and click the request number on the On the Facilities Request form, click the reference lookup icon beside Room. A list of locations defined for your organization appears. A location could be a room or any point on a floor plan. Select the correct location. If you do not see it, contact the facilities administrator to add the location to the floor plan. Close a request When you close a request, you have an opportunity to add details that you want the submitter to be aware of Navigate to [SM application] > Assigned to me. Click the request number. In the Additional comments field, enter any final notes or comments. Change the State field to the appropriate closed state. Click Update. Closed and completed requests When the Request lifecycle option is set to request-driven in the Configuration screen of the associated SM application, the assigned agent can complete and close the request once all of the request's tasks are complete. A Close Complete button is visible on the SM application's Request form to the agent assigned to the request. The agent must enter work notes before clicking Close Complete. When the button is clicked, the open task is automatically completed (if applicable) and the request transitions to the Complete state All rights reserved. 132

133 Facilities request tasks A facilities request contains one or more tasks. These tasks allow qualifiers to define separate activities that must be done to complete a facilities request. Administrators can create multiple tasks under a single request. Splitting a request into separate tasks, when necessary, enables qualifiers to: Assign different aspects of a request to different staff members. Assign tasks to staff members with different skill sets. Assign tasks to staff members in different locations. Schedule parts of the work at different times. Schedule tasks so they are done one after another. Schedule tasks so they are done at the same time by different staff members. Schedule additional tasks, if necessary, to complete the request. Users with these roles can edit schedule times, including windows and planned durations. The Estimated end time is calculated from the expected start time and the work duration and is read-only. <sm application>_qualifier: Tasks in the Draft state. <sm application>_dispatcher: Tasks in the Pending Dispatch state. <sm application>_admin: Tasks in Draft or Pending Dispatch state. Request task creation Service management request tasks can be created different ways. Create a facilities request task Facilities request tasks are created from facilities requests. Role required: facilities_admin or facilities_qualifier Navigate to Facilities > Requests > All Facility Requests. Open the desired request. Click the Add Task related link. Fill in the fields on the form. Table 36: Facilities request task Field Number Auto-generated identification number for the task. Parent Facilities request that this task is associated with. Cloned from Record number of the task this task was cloned from, if any. Priority How important this task is. Location Geographical area where the work needs to be done. The location is critical for determining the staff member who is assigned to the task All rights reserved. 133

134 Field Skills Abilities necessary to execute the task. The system automatically completes the Skills field based on the selection in the Affected CI field on the associated request. If you change the affected CI on the request, the system adds any skills required by the new CI to the skills already listed here. Under warranty Indicator of an existing warranty for one or more configuration items associated with the task. Qualifiers can select and clear this option. State Current state of the task, such as Accepted or Closed Complete. The advances the state automatically as users complete the work for each successive state. Dispatch Group Group that can select a staff member to complete the task. If no dispatch groups exist for the location, all dispatch groups are listed for assignment of the tasks. Assignment group Group from which an individual facilities staff member should be selected to complete the task. The lookup list shows only the assignment groups associated with the selected Location. If the Assignment Group field is empty, the system searches for the group covering the territory that includes the location of the task. Assigned to Individual staff members who should complete the task, selected from the Assignment group. If you defined skills and assigned them to staff members, the Assigned to field lookup list shows only those staff members in the assignment group who have all the Skills required. If no exact match of skills is found, the lookup list shows all assignment group members. Short description Brief explanation of the task. Exact technical description of the unit of work to be performed. Qualifiers should provide as much detail about the problem as possible to avoid extra communication with the caller in later stages of the request. Work notes Information about the task as it progresses through each state. Work notes are not visible to customers. Planned Section All rights reserved. 134

135 Field Window start Start of the time window established for this task. Auto-routing and auto-dispatch use this time when calculating the facilities staff member's daily schedule. Window end End of the time window established for this task. The elapsed time of the window cannot exceed the value in the Estimated work duration field. Auto-routing and autodispatch use this time when calculating the staff member's daily schedule. Scheduled travel start Date and time when the facilities staff member expects to travel to the site. The travel start time is set to the beginning of the next hour. For example, if you save the task record at 9:35 AM, the scheduled travel start is automatically set to 10:00 AM. When the task reaches the Pending Dispatch stage, the default value can be edited. A staff member cannot be scheduled for two tasks at the same time. If a specified time is already allocated to another task, an error message is displayed. This field is required when the task is assigned or when the state is Assigned, Accepted, Pending Dispatch, or Work In Progress. Scheduled start Date and time that work on the task is expected to begin. IThe scheduled start time is set automatically to one hour after the scheduled travel start time. For example, if Scheduled travel start is 10:00 AM, the Scheduled start time is set to 11:00 AM. When the task reaches the Pending Dispatch stage, the default value can be edited. A staff member cannot be scheduled for two tasks at the same time. If a specified time is already allocated to another task, an error message is displayed. This field is required when the task is assigned or when the state is Assigned, Accepted, Pending Dispatch, or Work In Progress. Estimated end [Read-only] Date on which work on the task will end. The date is automatically calculated based on the Scheduled start and Estimated work duration All rights reserved. 135

136 Field Is fixed window Indicator of a fixed service window that cannot be shortened or extended to accommodate other tasks in a staff member's daily schedule. If this checkbox is not selected, the service window is considered flexible. A flexible task window can be rescheduled by auto-routing and auto-dispatch, but a fixed window cannot. If a fixed window task does not fit into the staff member's schedule, the task is not routed or dispatched. Estimated travel duration Estimated amount of time to be spent traveling to the site. A time of one hour is set by default. When the task reaches the Pending Dispatch stage, the default value can be edited. Estimated work duration Estimated amount of work time. One hour is set by default. The default value can be edited during the Draft or Pending Dispatch stage. The estimated work duration cannot exceed the total time of the window, if one is defined for this task. Actual Section Actual travel start Date and time staff member traveled to the site. Actual work start Time when work began. This field is not available until Actual travel start time is added manually or the Start Travel button is clicked. Actual work end Time when work on the task was completed. Actual travel duration [Read-only] Amount of time spent traveling to the site. This value is automatically calculated based on the Actual travel start and Actual work start times. Actual duration [Read-only] Total amount of time spent traveling to the site and completing the task. This value is automatically calculated based on the Actual travel start and Actual work end times. Note: The workflow appears at the top of the form, with the completed states shown in green. 5. Click Update. Task windows A task window is the time period, bordered by start and end times, in which a task should be performed. A task window can be flexible or fixed and is used by the auto-routing and auto-dispatch features to determine a staff member's daily schedule. A flexible window has start and end times that All rights reserved. 136

137 attempts to respect when dispatching or routing a task automatically. The system can reschedule a flexible task window if necessary to make it fit into a staff member's schedule. A fixed task window cannot be rescheduled. If the auto-router or auto-dispatcher cannot schedule the task for the fixed window time period, that task is not scheduled at all. The time interval configured for a window cannot be less than the time required to perform the task. Clone a request task Existing tasks can be cloned to create new tasks. Role required: admin, itil, creator, or catalog admin In the cloning process, the following information is copied from the source task: Parent request reference Short description Assignment group Location Required skills Open the request task and select Clone Task under Related Links. The application creates a new task in Draft state. The Work Notes contain the original task number and text stating that the task is a clone. Use a task template for multiple request templates If you have tasks that are often repeated across multiple jobs, you can create a task template and reuse it in multiple request templates. 1. Create a request template and an associated task template that contains the information you want to reuse. An example is shown here All rights reserved. 137

138 2017. All rights reserved. 138

139 2. When you create subsequent request templates, you can click Copy Task Template and select the task template you want to use. 3. Save the file. Dispatch a task from the queue After all request tasks are qualified, the parent request state automatically changes to Qualified. Role required: wm_dispatcher, wm_initiator_qualifier_dispatcher, or wm_admin Be sure the facilities administrator has sourced parts and created transfer order lines before dispatching work order tasks to agents Open a task. Select an assignment group for the task. Select an individual agent in the Assigned to field. The lookup list displays all of the agents in the assignment group. Click Update. The task is now dispatched in the Assigned state All rights reserved. 139

140 Auto-dispatch a task When a task is auto-dispatched, The attempts to match the task with a nearby agent who has the necessary skills and a schedule that can accommodate the task. To automatically dispatch a task from a task record, click Auto-Dispatch. If the system cannot find an appropriate agent, it displays a failure message and leaves the task in the Pending Dispatch state. Installed with Facilities Several types of components are installed with the Facilities plugin. Demo data is available with Facilities. Tables installed with Facilities Facilities adds the following tables. Table Building Stores building records [alm_building] Equipment Item Stores equipment item records [cmdb_equipment_item] Facilities Request Stores facilities request records [facilities_request] Facilities Request Task Stores facilities request task records [facilities_request_task] Bathroom Stores bathroom records [fm_bathroom] Campus Stores campus records [fm_campus] Conference Room Stores conference room records [fm_conference_room] Cubicle Stores cubicle records [fm_cubicle] Elevator Stores bathroom records [fm_elevator] Hallway Stores hallway records [fm_hallway] All rights reserved. 140

141 Table Level Stores level records [fm_level] Spaces to Zones Stores space assignment to zone records [fm_m2m_space_to_zone] Associated User Stores associated user records [fm_m2m_user_to_space] Office Stores office records [fm_office] Point Stores point records [fm_point] Facility Space Stores facility space records [fm_space] Stairs Stores stairs records [fm_stairs] Facility Zone Stores zones records [fm_zone] Facilities Data Stores facilities data records [imp_facilities_data] Facilities Floor Data Stores floor data records [imp_facilities_level_data] Facilities Request Flow Stores request flow records [sf_facilities_request] Properties installed with Facilities Facilities adds the following properties. Property Properties for Facilities All rights reserved. 141

142 Property facilities.management.default.start.time Default start time for all agents when no schedule is set. This value sets the start time for a day other than the current day, when no scheduled task exists or is continued from the previous day. This property uses a 24 hour clock. facilities.management.default.end.time Type: String Default value: 08:00 Location: Facilities > Administration > Properties Default end time for all agents when no schedule is set, formatted in a 24 hour clock. Type: String Default value: 17:00 Location: Facilities > Administration > Properties Dispatch Properties for Facilities facilities.management.max.agents.processed Sets the maximum number of agents that will be processed by auto-dispatch at a time. The system has an absolute limit of 300 agents and sets the value at that level if you specify more than 300. The system cannot auto-dispatch a task for a dispatch group that contains more agents than the value configured. facilities.management.work.spacing Type: Integer Default value: 100 Location: Facilities > Administration > Properties Amount of time (in minutes) to add between the end of a task and the travel start of the next. An example of a valid time value is10. Type: Integer Default value: 0 Location: Facilities > Administration > Properties Roles installed with Facilities Facilities adds the following roles All rights reserved. 142

143 Role title [name] Contains Roles facilities_admin Facilities administrators create and modify all facilities requests, modify floor plans, and configure buildings, floors, and rooms. Administrators can also create tasks using the Clone Task feature. catalog_admin facilities_approver_user facilities_dispatcher facilities_staff fpv_element_writer fpv_floorplan_writer knowledge_manager skill_admin skill_model_admin template_admin territory_admin facilities_asset_admin facilities_approver_user Can approve whether a facilities request can move forward. approver_user facilities_dispatcher Schedules and assigns the tasks to facilities staff. They can be searched (filtered by) the group they manage. facilities_staff inventory_user skill_model_user territory_user facilities_read Role for members of the Facilities team who can read requests. none facilities_staff Provides full access to the Facilities application and all modules. Provides the ability to create and modify facilities requests and access facilities reports. Facilities staff are typically the users who are assigned to facilities requests and update the request record accordingly. document_management_user facilities_read fc_request_reader fc_request_writer fpv_element_reader fpv_floorplan_reader inventory_user skill_user territory_user Do not assign the following roles to groups or users. These roles are automatically inherited by the Facilities staff and Facilities admin roles. fc_request_reader Grants read access to facilities request records. none fc_request_writer Grants create, read, write, and delete access to facilities request records. fc_request_reader fpv_floorplan_reader Grants read access to floor plans. fc_request_reader fpv_floorplan_writer Grants create, read, write, and delete access to facilities floor plans. fpv_floorplan_readert All rights reserved. 143

144 Role title [name] Contains Roles fpv_element_reader Grants read access to room records. none fpv_element_writer Grants create, read, write, and delete access to room records. none Table 37: User roles installed with Facilities CMS Portal Role fc_request_reader Provides access to the following link in the Facilities CMS Portal: fc_request_writer Knowledge Provides access to the following links in the Facilities CMS Portal: fpv_element_writer Knowledge Catalog Status Catalog Status Provides access to the following link in the Facilities CMS Portal: Status Script includes installed with Facilities Facilities adds the following script includes. Script include FacilitiesUtils Contains utility methods for space management, including rollup calculations from spaces to levels and levels to building Business rules installed with Facilities Facilities adds the following business rules. Business rule Table Building Utilization Building Ensures that utilization thresholds are set to numbers between 0 and 100%. [alm_building] Update User Primary Location Associated User Updates the sys user records location to the current primary location for the user in the fm_m2m_user_to_space table. [fm_m2m_user_to_space] All rights reserved. 144

145 Business rule Table Reference Area Facility Space Calculates the area in common units for the space. [fm_space] Prevent ancestry loop Facility Space Prevents circular space definitions where a space is both a parent and child at the same time. [fm_space] Rollup Facility Space Rolls up the space information to level as info is changed on the space. [fm_space] Rollup Level Rolls up level information to the building. [fm_level] Floor Utilization Level Ensures that utilization thresholds are set to numbers between 0 and 100%. [fm_level] Rollup Associated User Updates the space utilization on a space as users are added and removed from spaces. [fm_m2m_user_to_space] Reference area Campus Calculates the area in common units for the space. [fm_campus] update space display name Building Generates the full display name for the space. [alm_building] Max Occupancy Building Max occupancy cannot be less than 0. [alm_building] Rollup Building Rolls up building data to the campus. [alm_building] Request Autoclose Facilities Request Automatically closes requests that are resolved and haven't been updated in the 1 day. This number is a property in System Properties. [facilities_request] Facilities Primary Location Change User Updates the fm_m2m_user_to_space table when the location on the sys_user records changes. [sys_user] Max Occupancy Max occupancy cannot be less than 0. Prevent duplicates Do not allow the same space to be added to a single zone more than once All rights reserved. 145

146 Business rule Table Prevent duplicates Do not allow the same user to be added to the same space more than once. Prevent multiple main level for building Do not allow there to be more than one main level set for levels in a building. Update primary location Helps keep the sys user and fm_m2m_users_to_space tables in synch when primary location changes. Facilities area unit option changed update space display name Updates display name as building and level name changes Reference Area Calculates the area in common units for the spaces. Max Occupancy Max occupancy cannot be less than 0. Reference Area Calculates the area in common units for the space. Space - generate full name This generates the full display name for the space. notifications installed with Facilities Facilities adds the following notifications. Notification Facilities Request is assigned Sends an message to the facilities staff member who is assigned to the facilities request. Catalogs installed with Facilities Facilities adds the following catalogs. Table Facilities Catalog Table transform maps installed with Facilities Facilities adds the following table transform maps. Table transform maps Facilities level transform map Helps the user quickly populate floor (level) data All rights reserved. 146

147 Table transform maps Facilities transform map Helps the user quickly populate space data, including associated users. Facilities Move Management The Move Management application currently supports single user moves. The Move Management application benefits your organization in the following ways: Streamlines the move process from request through execution Reduces costs by avoiding unnecessary moves Simplifies move planning through increased visibility of space resources Provides reporting and insight into in-progress moves Improves service delivery through better communication and coordination throughout a move process Get started with Facilities Move Management Information about activating the Facilities Move Management plugin and configuring it for use. Activate Facilities Move Management The Facilities Move Management plugin is available as a separate subscription. Role required: admin To purchase a subscription, contact your account manager. After purchasing the subscription, activate the plugin within the production instance. You can evaluate the feature on a sub-production instance without charge by activating it within the instance Navigate to System Definition > Plugins. Right-click the plugin name on the list and select Activate/Upgrade. 3. If the plugin depends on other plugins, these plugins are listed along with their activation status. Optional: If available, select the Load demo data check box. 4. Some plugins include demo data sample records that are designed to illustrate plugin features for common use cases. Loading demo data is a good policy when you first activate the plugin on a development or test instance. You can load demo data after the plugin is activated by repeating this process and selecting the check box. Click Activate. Facilities move management process Employees and managers have the ability to request single user moves. The facilities move management process is as follows: 1. A administrator activates and configures the facilities move management application according to your organization's needs and requirements. 2. A facilities administrator creates your organization's campus and configures the spaces and assets contained within. 3. Users submit facilities move requests, including the name of user to be moved, the move from location, and the move to location. 4. The move workflow creates tasks and updates the state of the move request All rights reserved. 147

148 5. Facilities staff members perform the tasks necessary to fulfill the move request. 6. The end of workflow script runs to update the user location and the location of all the asserts that were requested to be moved. Facilities move requests Both employees and managers can request a move, which initiates the workflow of tasks to complete that move. Create a move request through the facilities catalog Users submit move requests through the Facilities catalog. Role required: none Navigate to Self-Service > Facilities Catalog. Select the Space Management category. Select the Single User Move subcategory. Fill in the fields on the form, as appropriate. Note: Some request forms may not contain every field described here. Table 38: Facilities catalog move request form Field Requested by The name of the person submitting this request. User to be moved Select a name if you are opening this request on behalf of another user. From location The location from which the user will be moved. To location The location to which the user will be moved. Requested move date Select a date for the move request to be performed. Additional comments Enter additional information about the move that you feel is important for the faciltiies staff to know. Options Security badge update Select this checkbox if the user being moved requires changes in location access. Boxes Select this checkbox if the user requires that boxes be delivered prior to their move. Move assets Select this checkbox if the user being moved requires assets to be moved along with them All rights reserved. 148

149 Field Assets to be moved Provides filtering and condition statements to help narrow your search for assets. Use the slush bucket to add available assets to the list of Selected assets. Note: This field is dependent upon the Move assets checkbox being selected. 5. Click Submit. Create a move request with the move request form Facilities staff members can create move requests using the move request form. Role required: facilities_read Associating a CI to a move request helps your facilities team understand which services or assets are affected in a move. You can also use this form to include extra comments and work notes for the move request Navigate to Facilities Move > Requests > Create New. Fill in the fields on the form, as appropriate. Table 39: Move request form fields Field Number An auto-generated number that identifies the move request record. Priority The priority that describes the importance of this request. By default, all requests are set to 4-Low. Move date Select a date for the move request to be performed. State The state that describes what work stage this request is in. By default, all requests are set to Open. Opened Auto-filled with the date and time the request was opened All rights reserved. 149

150 Field Assignment group Select the group from which an agent is assigned to the request. You can select only assignment groups associated with the service management application you are using. Note: If you selected the Use the dispatch queue option on the Facilities Management Configuration screen, only users with the Dispatcher role can edit this field. If you did not select the Use the dispatch queue option, all users except those users with the Basic and Initiator roles can edit this field. Requested by The name of the requester. Assigned to Select the agent to assign the request to. If you already selected an assignment group, you can only select agents who belong to that group. If notifications are enabled on your instance, a built-in notification automatically sends an to this user when you save the request record. Note: If you selected the Use the dispatch queue option on the Facilities Management Configuration screen, only users with the Dispatcher and Agent roles can edit this field. If you did not select the Use the dispatch queue option, all users except those users with the Basic and Initiator roles can edit this field. If you selected an assignment group and want to assign the work to a new user, click the reference lookup icon next to Assigned to, click New, and create a user. Be aware, however, that you must navigate to User Administration > Groups and add the user to the assignment group before the request can be assigned All rights reserved. 150

151 Field Template [Required] The workflow template to be used for the fulfillment of this request. Short description [Required] A brief summary of the request. Optionally, you can click the search knowledge icon to view articles in the knowledge base relating to this product model, plan, or CI. Doing so could provide a solution related to the reason you are submitting this request. Move Details User to be moved Select a name if you are opening this request on behalf of another user. From location The location from which the user is moved. To location The location to which the user is moved. Requested move date Select a date for the move request to be performed. Boxes Select the check box if the user requires that boxes be delivered prior to their move. Security badge update Select the check box if the user being moved requires changes in location access. Move assets Select the check box if the user being moved requires assets to be moved along with them. Work Notes A detailed description of the request. The description is always visible to the submitter. Therefore, if you add or modify the description for a request that another user submitted, the user is able to see the changes. Work notes Additional notes that you want to share between users who can access the request form. A user who submits the request through the service catalog cannot see the work notes. Note: To specify an Assignment group, and assign the work to a user not in your user table, click the magnifying glass icon in the Assigned to field. Then click New, and create the user record. Be aware, however, that the new user is not recognized. 3. Continue with one of the following options. Option Action To assign the move request to yourself Click Assign to me. To initiate the workflow Click Ready for Work All rights reserved. 151

152 Option Action To save the form without initiating workflow Click Save. Interactive facility maps The interactive facility maps application allows you to use maps that are 'geo-spatially" aware, centered around a campus-level hierarchy, improving your facilities request tracking and space management. Decision makers in your organization can track, manage, and analyze spaces in support of organizational needs. The Interactive facility maps application offers the following benefits: The workbench provides the exact location of a facilities request on a campus map, so the facilities team knows exactly where users encountered the issue. Any user in the system can view all open facilities requests, giving them a chance to see the open facilities issues that have already been reported. Maps are available to anyone in the organization, so users can search for people or spaces on the map. Configuration items (CIs) can be identified on each facilities request so you know which items in your infrastructure are also impacted. Zone creation allows you to see what spaces may be affected by particular actions, like maintenance or construction of equipment that services those zones. Define spaces with capacity metrics (gross space, usable space, assignable space, occupiable space) for reporting and financials. Interactive facility maps process The interactive facility maps application provides an interactive and intuitive experience with space. After the facilities administrator creates the campus and configures the application with workflow, agent assignment, and other considerations, your employees can make facilities and move requests that are tracked to specific locations anywhere on the campus. The interactive facility maps process is as follows: 1. A administrator activates and configures the Facilities application according to your organization's needs and requirements. 2. A facilities administrator creates your organization's campus and configures the spaces and assets contained within. 3. Users submit facilities and move requests and those request locations are tagged on the workbench. 4. From the workbench, administrators qualify facilities requests; which is the process of checking that the information in the request is complete, so facilities tasks can be assigned. 5. Administrators organize requests into tasks that need to be done before the request is complete, and dispatch those tasks. 6. Facilities staff members perform the tasks necessary to fulfill the request. 7. The assigned facilities staff members close their tasks, allowing the request to be closed. Get started with interactive facility maps Information about activating interactive facility maps and configuring it for use. Activate interactive facility maps The Facilities Visualization Workbench plugin is available as a separate subscription, and installs several types of components in support of the interactive facility maps process All rights reserved. 152

153 Role required: admin To purchase a subscription, contact your account manager. After purchasing the subscription, activate the plugin within the production instance. You can evaluate the feature on a sub-production instance without charge by activating it within the instance Navigate to System Definition > Plugins. Right-click the plugin name on the list and select Activate/Upgrade. 3. If the plugin depends on other plugins, these plugins are listed along with their activation status. Optional: If available, select the Load demo data check box. 4. Some plugins include demo data sample records that are designed to illustrate plugin features for common use cases. Loading demo data is a good policy when you first activate the plugin on a development or test instance. You can load demo data after the plugin is activated by repeating this process and selecting the check box. Click Activate. Installed with Facilities Visualization Workbench Several types of components are installed with the Facilities Visualization Workbench plugin. Demo data is available with Facilities Visualization Workbench. Tables installed with Facilities Visualization Workbench Facilities visualization workbench adds the following tables. Table Space Icon Mapping Associate an icon with a space [fm_m2m_space_icon] Facilities Map Set Transformed [fm_map_set_transformed] Facility Feature Holds transformed GeoJSON as attachments, with the transformation showing the map in a "straight up" manner Specify what features should be parsed [fm_facility_feature] Facility Icon Specify icons that can be added to the map [fm_icon] Facilities Map Set Holds GeoJSON files as attachments [fm_map_set] Facility Map Option [fm_map_option] Facility Map Color Specifies what space types should show labels by default Specifies map colors [fm_map_color] System property categories installed with Facilities Visualization Workbench Facilities visualization workbench adds the following system property categories All rights reserved. 153

154 System property category Floor Plan Properties Grouping for interactive floor map properties System properties installed with Facilities Visualization Workbench Facilities Visualization Workbench adds the following properties. System property facilities.management.fvw.max.results.per.other.campuses Maximum number of search results to return for other campuses on spaces tab in workbench. Type: Integer Default value: 20 Location: Facilities > Administration > Properties facilities.management.fvw.max.requests.per.searchmaximum number of search results to return when searching for facilities/move requests tabs in workbench. Type: Integer Default value: 200 Location: Facilities > Administration > Properties facilities.management.fvw.max.results.per.campusmaximum number of search results to return per campus on spaces tab in workbench. Type: Integer Default value: 20 Location: Facilities > Administration > Properties facilities.management.fvw.max.requests.per.level Maximum number of requests to return per level on move/facilities requests tab of workbench. facilities.management.fvw.max.spaces.per.zone Type: Integer Default value: 50 Location: Facilities > Administration > Properties Maximum number of spaces per zone to retrieve for the zone edit tab. Type: Integer Default value: 200 Location: Facilities > Administration > Properties All rights reserved. 154

155 System property facilities.management.fvw.geojson.parsing.preserve.sys_class_name Specifies whether we should preserve the sys_class_name of a space when parsing geojson files if the space already exists. facilities.management.fvw.max.results.per.level Maximum number of search results to return per level on spaces tab in workbench. facilities.management.fvw.highlight.color Type: true or false Default value: true Location: Facilities > Administration > Properties Type: Integer Default value: 20 Location: Facilities > Administration > Properties The color to use for highlighting the selected space on the floor plan map. Type: color Default value: #F5F500 Location: Facilities > Administration > Properties Script includes installed with Facilities Visualization Workbench Facilities visualization workbench adds the following script includes. Script include FacilitiesViewerUtils Utility methods FacilitiesViewerAJAX Utilities used by the UI macros and the map set parsing Client scripts installed with Facilities Visualization Workbench Facilities visualization workbench adds the following client scripts. Client script Reload form on attachment window Reload the external map data form every time attachment window is closed in order to properly hide or display the process map file UI action. Business rules installed with Facilities Visualization Workbench Facilities visualization workbench adds the following business rules. Business rule Table Prevent duplicates Facility Map Option [fm_map_option] All rights reserved. 155

156 Business rule Table Max search results per campus < 50 System Property Max spaces per zone < 1000 System Property [sys_properties] [sys_properties] Prevent duplicates Facility Map Color [fm_map_color] Facility map highlight color validation System Property Facility map color validation Facility Map Color [sys_properties] [fm_map_color] Max facilities/move search results< 5000 System Property Prevent duplicate Facility Feature [sys_properties] [fm_facility_feature] Create spaces requires default class Facility Feature Max requests per level should be < 5000 System Property Prevent duplicate Facility Icon [fm_facility_feature] [sys_properties] [fm_icon] Max search results for other campuses System Property Max search results per level < 50 System Property [sys_properties] [sys_properties] notifications installed with Facilities Visualization Workbench Facilities visualization workbench adds the following notifications. Notification Facilities Request is assigned Sends an message to the facilities staff member who is assigned to the facilities request. Macros installed with Facilities Visualization Workbench Facilities visualization workbench adds the following macros All rights reserved. 156

157 Macro floor_plan_show_space Adds a map icon next to the location field if the location is on a map floor_plan_show_affected_ci Adds a map icon next to the CI field if the location of the CI is on a map floor_plan_show_user Adds a map icon next to the user field if the location of the user is on a map Workbench configuration Facilities administrators can change the unit measure for the floor plan, maximum number of search results returned, as well as map icons, colors, and labels. Map properties Map properties determine what users can see on the floor plan. These settings are self explanatory and rarely need to be edited. Table 40: Floor plan properties Option Selection Specifies whether we should preserve the sys_class_name of a space when parsing geojson files if the space already exists Yes or No The system base area unit for facilities space tables. Set to true to use meters squared, or false to use feet squared Yes or No For example, if a space was changed to be a cube, but parsing rules suggest it is an fm_space, then setting this option ensures the space remains a cube and does not revert back to an fm_space. Maximum number of spaces per zone to retrieve Integer; default is 200 for the zone edit tab The color to use for highlighting the selected space on the floor plan map Hex values, RGB values, or HTML colors Maximum number of search results to return per level on spaces tab in workbench Integer; default is 20 Maximum number of requests to return per level on move/facilities requests tab of workbench Integer; default is 50 Maximum number of search results to return per campus on spaces tab in workbench Integer; default is 20 Maximum number of search results to return for other campuses on spaces tab in workbench Integer; default is 20 Maximum number of search results to return when searching for facilities/move requests tabs in workbench Integer; default is All rights reserved. 157

158 Parsing configuration All the facility feature types must be defined for processing map set files and running transforms. A basic set of space definitions are pre-loaded for your use. In order to create spaces for a feature type during parsing: Set Create spaces to true Set the sys_class to change the type of space that will be created See Space hierarchy on page 104 Icon definition A basic set of space icons and their definitions are pre-loaded for your use. These icon definitions affect both parsing and runtime configuration. The icons are added to the space during parsing if the geojson property is a "point" type and its name matches the parsing name field. Set Active to true for the icons to be shown on the map. Set Show by default to true for the icons to be shown on the initial map load. Map colors A basic set of feature types and their associated colors are pre-loaded for your use. Use hex values, RGB values, or HTML colors. Default colors match Micello's color palate Map labels Specify which space types should have labels shown by default on the interactive map. The map's settings section lets the user change the currently selected values. For each facilities space type, show label must be equal to true for its label to be visible on the map by default. Workbench filtering Using filters, the facilities staff can quickly identify types of space, space availability, as well as the types of spaces assigned to departments and zones. Show Spaces All the spaces that are defined in your organization are listed. Toggle on or off. Availability Availability filters are based on the occupancy options defined at a space level. Toggle on or off All rights reserved. 158

159 Zones All the zones that are defined for your organization are in the dropdown menu. Departments All the zones that are defined for your organization are in the dropdown menu. Facilities workbench Members of the facilities staff can use the workbench to interact dynamically with the floor plan. Users have access to the floor plan (but not the workbench), from which they can find other uses and spaces. Find a space or user All users in your organization, regardless of their role, can search for other users and spaces. The results are ordered by current level or floor, current campus, and other campuses. Role required: none Perform one of the following options. Type of user Action User Navigate to Self-Service > Floor Pan. Facility role Navigate to Facilities > Workbench. To help narrow your search results, you can select the campus, building, and floor number for your search. Note: The number of search results returned is configured by the facilities administrator. See Workbench configuration on page All rights reserved. 159

160 3. 4. On the Spaces tab, enter the user's name or space name in the search field. Press the Enter key to submit your search criteria. Search results are returned in the following order: 5. Current Level Other in Campus Other Campuses Perform one of the following options All rights reserved. 160

161 Result Action To see the space or user details Click the link for the space or user. The details for that user or space open in a separate form. Note: If the location is a space, users and facilities staff can create facilities requests from the room information. See Create a facility request from the workbench on page 163. To see the location of the space or user on the floor plan Click the pin icon ( user or space. ) beside the link for the Find a space or user on a mobile interface Quickly find a conference room, office, cubicle, or another employee in your organization quickly on a mobile interface. Role required: none Tap the expand the side tab. In the search box, enter the search criteria and tap return. Matching users and spaces are listed by current level, campus, and other campuses All rights reserved. 161

162 2017. All rights reserved. 162

163 3. Perform one of the following options. Result Action To see the space or user details Tap the link for the space or user. To see the location of the space or user on the floor plan Tap the pin user or space. icon, beside the link for the Create a facility request from the workbench All users in your organization can create any facility requests that your facilities admin [facilities_admin] has enabled on the floor plan view. Role required: none Perform one of the following options. Choice Action To search for a space location Find a space on the floor plan. If you know the space location Click the space on the floor plan. On the Spaces tab, under the room information details, click Create Facilities Request. Note: You can also right-click the space link and select Create New Request. 3. Fill in the fields on the form, as appropriate. Table 41: Facilities request form Field Number An auto-generated number that identifies the request record. Opened Auto-filled with the date and time the request was opened. Caller Read only for user. Facilities staff can select another caller record. Priority The priority that describes the importance of this request. By default, all requests are set to 4-Low. Affected CI A CI affected by this request. State The state that describes what work stage this request is in. By default, all requests are set to Open. Location The location associated with this request. Verify that the location is correct. If it is not, you can select another location record. Category The catalog category for the request All rights reserved. 163

164 4. Field Template The template for creating this request (optional). Click the reference lookup icon and select a template. The request is populated with all fields in the selected template including all subtasks and part requirements (if applicable). Initiated from Specify the incident or task from which this request was created. Short [Required] A brief summary of the request. Optionally, you can click the search knowledge icon to view articles in the knowledge base relating to this product model, plan, or CI. Doing so could provide a solution related to the reason you are submitting this request. A detailed description of the request. The description is always visible to the submitter. Therefore, if you add or modify the description for a request that another user submitted, the user is able to see the changes. Work Notes Additional notes that you want to share between users who can access the request form. A user who submits the request through the service catalog cannot see the worknotes. Click Save or Ready for Work. Find a facilities request Facilities administrators can locate and manage requests from the Requests tab within the workbench. Role required: facilities admin Navigate to Facilities > Workbench >. To help narrow your search results, you can select the campus, building, and floor number for your search. Note: The number of search results returned is configured by the facilities administrator. See Workbench configuration on page All rights reserved. 164

165 By default, facilities administrators can see all requests for the selected level displayed in the right side 3. pane, and those request locations are depicted by red pins ( Continue with one of the following options. ) on the floor plan. Option Action To see all requests assigned to you Select Assigned to me checkbox. To search for a request 1. On the Requests tab, enter the request number or the name of the user who made the request. 2. Press the Enter key to submit your search criteria All rights reserved. 165

166 Search results are returned in the following order: 4. Current Level Other in Campus Other Campuses Continue with one of the following options. Option Action To see request details Click the request number. To see tasks associated with a request Click the task number under the request. To see the location on the floor plan Click the pin icon ( ). Find a move request Facilities and move staff can locate and manage move requests from the Moves tab within the workbench. Role required: move_basic The Move tab is only visible when the facilities move management plugin has been activated Navigate to Facilities > Workbench >. To help narrow your search results, you can select the campus, building, and floor number for your search. Note: The number of search results returned is configured by the facilities administrator. See Workbench configuration on page All rights reserved. 166

167 By default, facilities administrators can see all move requests for the selected level displayed in the 3. right side pane, and those request locations are depicted by yellow pins ( Continue with one of the following options. ) on the floor plan. Option Action To see all move requests assigned to you Select Assigned to me checkbox. To search for a move request 1. On the Moves tab, enter the move request number, the name of the user to be moved, or the name of the user who made the request. 2. Press the Enter key to submit your search criteria All rights reserved. 167

168 Search results are returned in the following order: 4. Current Level Other in Campus Other Campuses Continue with one of the following options. Option Action To see move request details Click the move request number. To edit the From or To space 1. Click the edit icon ( To: field. 2. ) beside the From: or Click a space on the floor plan to change its location. 3. Click the save icon ( ). To see the location on the floor plan Click the pin icon ( ). Edit a zone Facilities administrators and staff can edit existing zones from the Zones tab within the workbench. Role required: facilities_staff Navigate to Facilities > Workbench >. On the Zones tab, click Edit. Select a zone from the dropdown menu. The spaces belonging to that zone are shown on the floor plan, highlighted in blue. Continue with one of the following options. Option Action To remove a space from the zone Click a space within the zone. Note: The space turns red indicating that it will be removed when the update is applied. To add a space to the zone Click a space outside the zone. Note: The space turns green indicating that it will be added when the update is applied. 5. You can select other floors, buildings, and campuses while making edits to a zone All rights reserved. 168

169 6. When finished making edits, click Apply edits. Facilities Legacy Floor Plan Viewer The Facilities Legacy Floor Plan Viewer is an image-based mapping solution that provides pictorial representation of your organization's space. This feature has been replaced by the interactive facility maps application. Customers can keep the existing table definitions for their facilities data or migrate to the new space table, which includes additional space management metrics. See Migrate facilities data to new space definition tables on page 171. If you move to the new space management table structure it s easy to add more details by creating a transform map to assign values automatically to the spaces without having to do so manually. See Process map set files on page All rights reserved. 169

170 The legacy floor plan viewer works with either the legacy tables or the new tables. However, it will not work with a mix of old and new tables, as [sys_property] controls the table set.. Note: There is no migration path from the legacy floor plan viewer to the new interactive facility map. Facilities Legacy Floor Plan Viewer process The Facilities Legacy Floor Plan Viewer provides a very basic map depicting the locations of space and facilities requests. The Facilities Legacy Floor Plan Viewer is used to process facilities requests in the following way: 1. A administrator activates and configures the Facilities Legacy Floor Plan Viewer application according to your organization's needs and requirements. 2. A facilities administrator creates your organization's floor plan and configures the spaces and assets contained within. 3. Users submit facilities requests from the legacy floor plan viewer. 4. Administrators qualify facilities requests; which is the process of checking that the information in the request is complete, so facilities tasks can be assigned. 5. Administrators organize requests into tasks that need to be done before the request is complete, and dispatch those tasks. 6. Facilities staff members perform the tasks necessary to fulfill the request. 7. The assigned facilities staff members close their tasks, allowing the request to be closed. Get started with Facilities Legacy Floor Plan Viewer Information about activating Facilities Legacy Floor Plan Viewer and configuring it for use. Activate Facilities floor plan viewer The Facilities floor plan viewer plugin is available as a separate subscription. Role required: admin To purchase a subscription, contact your account manager. After purchasing the subscription, activate the plugin within the production instance. You can evaluate the feature on a sub-production instance without charge by activating it within the instance. You can add Facilities to the CMS portal by activating the following plugins: [com.snc.enterprise_service_management.cms] Facilities CMS Portal [com.snc.facilities.core.cms] Navigate to System Definition > Plugins. Right-click the plugin name on the list and select Activate/Upgrade. 3. If the plugin depends on other plugins, these plugins are listed along with their activation status. Optional: If available, select the Load demo data check box. 4. Some plugins include demo data sample records that are designed to illustrate plugin features for common use cases. Loading demo data is a good policy when you first activate the plugin on a development or test instance. You can load demo data after the plugin is activated by repeating this process and selecting the check box. Click Activate All rights reserved. 170

171 Migrate facilities data to new space definition tables If you want to continue using the image-based floor plans with the new space definition, migrate your data from the old tables to the new space definition tables. Role required: admin You must have data in the legacy floor plan viewer tables such as fpv_element. The migration process only migrates complete data. Therefore a space that is not in a level or a level not in a building will not get migrated. This behavior can be changed by updating the migration script include. Floors that are not connected to a building will not be migrated, nor will spaces that are not part of a floor or building. As part of the migration process, the legacy spaces, floors, and buildings are marked as migrated. Any object that is marked as migrated will not get migrated again so you can safely run through the migration process multiple times without creating duplicated objects in the space tables. This behavior can be modified in the migration script include or by resetting the migration flag on the original objects. The migration path for the old tables to the new are: [cmn_building] migrates to [alm_building] [fpv_floor] migrates to [fm_level] [fpv_element] migrates to [fm_space] 1. Navigate to Facilities > Administration > Migrate. 2. Click Migrate. The following results can be expected: Data is migrated to the new facilities management tables for buildings, floors, and spaces. After a building, floor, or space is migrated, it will be marked as migrated and will not be able to be migrated again. Process map set files Processing a map set includes parsing data from a map and importing that information to the space management tables for your campus. You can use this to set up your spaces or update mass changes to your campus without having to manually enter each change. Role required: admin Navigate to Space Management > Campus. Click the name of the campus. Click the Facilities Map Sets related list to see all the maps sets associated with this campus. Click the name of the map set you want to parse. All files associated with that map set are shown as attachments. Click Process the Map Files related link. All the files that will be read and parsed (processed) are shown. Click Preview. A summary of all the spaces that will be created are shown. Table 42: Process map files summary Field Summary The total for each space that will be added or retired: buildings, levels, spaces Facility space creation Feature type All the types of spaces that will be created All rights reserved. 171

172 Field Class name Creating The total amount of each space type that will be created. Existing The existing amount of each space type. Ignoring The amount of each space type that not be created. Icon Creation Icon The names of all icons that will be included within this campus. Parsing label The parsing label of all icons that will be included within this campus. Creating The total number of that icon type that will be created for this campus. Existing The total number of that icon type that already exists within this campus. Review the process map set summary carefully, to be sure if the space adds and ignores make sense. If the summary does not make sense, refer to the [fm_facility_feature] table. Click Process. When the map file has been processed, a summary of all spaces created is displayed. Manage floor plans Floor plans can be any type of line drawing, such as a CAD drawing or blueprint, that outlines areas on each floor like meeting rooms and employee cubicles. To use floor plans with the Facilities application, save the floor plan as one of the supported image file types, and add it to the floor record. If you have any trouble viewing the floor plan on the screen, you might need to resize the image or capture the floor plan in a different resolution. Facilities administrators can add room markers on the floor plan with a descriptive label, such as Executive Meeting Room, Lunch Room, and so on. These tagged locations do not actually have to be rooms. They can be any type of space or area that you want to identify, such as a stairwell or receptionist desk. After all the important rooms and areas on the plan are tagged, users can attach facilities requests to these tagged locations. This allows your facilities team to know exactly where they need to address a request. Add rooms to a floor plan To add rooms: Note: Facilities administrators can edit or delete a room record by navigating to Facilities > Administration > Rooms and finding the appropriate record Navigate to Facilities > View Floor Plans. Select the correct building and floor from the choice lists to display the floor map you want to edit. To display the label of every location currently defined on the map, select the Show labels option. To search for a specific location, enter the identifying label in the Search box. Drag the room marker icon ( ) to a point on the map All rights reserved. 172

173 The Create New Facilities Room form appears. 6. Fill in the fields. Table 43: Facilities room form 7. Field Name A descriptive name for the point on the map. Building The building that the room record is associated with. Select another building if necessary. Floor The floor that the room record is associated with. Select another floor if necessary. Type The location type: Conference Room, Cubicle, Office. Location The location where the building, floor, and room are located. Choose the appropriate location if it is already defined for your organization or create a location record. Click Submit. The Facilities application creates a record in the Room [fpv_element] table. The following floor plan shows several tagged locations and facilities requests associated with a few of them All rights reserved. 173

174 Facilities Legacy Floor Plan Viewer request creation In addition to the standard way of creating facilities requests, users and facilities staff can create requests directly from the legacy floor plan viewer. For a description of the standard facilities request process, see Facilities request creation on page 123. Create a request with the legacy floor plan viewer Facilities agents can drag a marker to a space on the image-based floor plan to automatically create a request and associate it to that space. Agents can see all the requests associated with a floor, indicated by request icons shown on the floor plan. Role required: facilities_admin Note: Creating incidents from the floor plan requires that the floor plan image fit within the browser window. The X, Y coordinates cannot be properly calculated if the scroll bars are visible. Press control + or control - to resize the map Navigate to Facilities > View Floor Plans. Select the building and floor from the choice lists to display the correct floor plan. Select the Show labels check box to display all of the room labels on the floor plan All rights reserved. 174

175 4. Drag the new request icon ( ) to the closest room marker icon ( ) indicating the location of the facilities request. You can only drop the request on an existing room marker. If you drop the request on an empty space, the request is automatically relocated to the nearest room marker. The Create New Facilities Request form opens All rights reserved. 175

176 2017. All rights reserved. 176

177 5. Fill in the fields on the form. Table 44: Create new facilities request fields 6. Field Number An auto-generated number that begins with FCR to identify the request record. Category The type of request you are creating. Room The room record associated with this request. Verify that the room is correct. If it is not, you can select another room record on any floor and in any building. Priority The priority that describes the importance of this request. By default, all requests are set to 4-Low. State The state that describes what work stage this request is in. By default, all requests are set to Open. Assignment group Select the group from which a facilities staff member is assigned to the request. You can select only Facilities type groups. Assigned to Select the facilities staff member to assign the request to. If you already selected an assignment group, you can only select facilities staff members who belong to that group. If notifications are enabled on your instance, a built-in notification automatically sends an to this user when you save the facilities request record. Short description [Required] A brief summary of the request. A detailed description of the request. The description is always visible to the submitter. Therefore, if you add or modify the description for a request that another user submitted, the user is able to see the changes. Click Submit. Note: Room markers can have multiple requests associated with them. If you drag the request icon to a room marker that already has a request icon, another request is created for that location. The number of requests for each room marker is displayed within the request icon. Installed with Facilities floor plan viewer Several types of components are installed with the Facilities floor plan viewer plugin. Demo data is available with Facilities All rights reserved. 177

178 Roles installed with Facilities floor plan viewer Facilities Floor Plan Viewer adds the following roles. Role title [name] Floor plan reader only Users can view the floorplan without the ability to make any changes. [fpv_floorplan_reader] Script includes installed with Facilities Floor Plan Viewer Facilities Floor Plan Viewer adds the following script includes. Script include MigrateFacilitiesData Migrates your data from the old tables to the new space definition tables. Field The Field application helps organizations manage work tasks of any kind that need to be performed on location. Field matches tasks to agent skills, geographic territory assignments, and available inventory. Agents then do the work and track their travel and work time. For example, a centralized IT department may select IT agents based on skills and territories, then send them out to remote offices to fix computers, install servers, and perform printer maintenance. Field is integrated with (SM), which helps you manage settings for all SM-based applications, such as Facilities and Finance. The following podcast offers additional information on the use of Field. Field service process Field service provides functionality for streamlining the way tasks are qualified and dispatched and how parts are sourced. Field service provides functionality for streamlining the way tasks are qualified and dispatched and how parts are sourced. Additional automated features enable dispatchers to route and dispatch tasks quickly, using precise geolocation to create schedules. These feature are explained where they occur in the following flow: Create qualification, dispatch, and assignment groups. These groups are sets of users or agents, filtered by location, who can perform specific field service tasks. Establish service level agreement (SLAs). Activate field service geolocation. Geolocation allows dispatchers to track agents with greater accuracy. Only users with the admin role can activate the Field Service Automation Geolocation plugin. Create and qualify work orders. Qualifying a work order is the process of checking that work order information is complete so work order tasks can be assigned. Organize work into tasks that need to be done to complete the work order. Source parts and dispatch work order tasks to agents based on criteria such as skills and location. Have an agent or multiple agents execute the work order tasks assigned to them and track completion All rights reserved. 178

179 8. Access and perform Work Management tasks from a mobile device. Agents can accept and reject tasks, track travel and work time, and access all the information they need about the work to be performed and assets to pick up. Get started with Field These topics describe how to activate Field and configure it for use. Activate Field You can activate the Field plugin (com.snc.work_management) if you have the admin role. This plugin activates related plugins if they are not already active. Role required: admin The Field plugin activates these related plugins if they are not already active. Table 45: Plugins for Field Plugin Core Activates the core components that enable other service-related plugins, such as Field and Facilities. [com.snc.service_management.core] With the admin role, you can also activate several optional Field plugins: Plugin ID Field Demo Data com.snc.work_management.demoadds demonstration data for the Field application covering the medical and telecommunication domains. Note: Installing this plugin will add new Configuration Item tables and relationships to the database. Field Geolocation Demo Data com.snc.work_management_geolocation.demo Enables the Field Service application to use Google Maps travel times when autodispatching work order tasks. Activating the Field Service Automation Geolocation plugin automatically activates the Field plugin. Field CMS Portal com.snc.work_management.cms Adds the Field Service Management application to the Portal All rights reserved. 179

180 Plugin ID Field Mobile com.snc.work_management_m Adds the Field Service Management menu to the mobile user interface. Activating this plugin automatically activates or upgrades the Field and Mobile UI plugins. Performance Analytics Content Pack - Field Service Management com.snc.work_management_pa Enables Performance Analytics for Field. Activation of this plugin on production instances may require a separate license. Contact for details. Note: If you have Performance Analytics Premium installed, the Field Service Management Performance Analytics plugin (com.snc.work_management_pa) is automatically activated as part of the Field Service Management plugin Navigate to System Definition > Plugins. Right-click the plugin name on the list and select Activate/Upgrade. 3. If the plugin depends on other plugins, these plugins are listed along with their activation status. Optional: If available, select the Load demo data check box. 4. Some plugins include demo data sample records that are designed to illustrate plugin features for common use cases. Loading demo data is a good policy when you first activate the plugin on a development or test instance. You can load demo data after the plugin is activated by repeating this process and selecting the check box. Click Activate. Installed with field service management Several types of components are installed with Field. Demo data for the Field application is a separate plugin. The Field Service Management Demo Data plugin (com.snc.work_management.demo) provides sample qualifiers, dispatchers, agents, work orders, work order tasks, stockrooms, and asset information. Tables installed with field service management Tables Field service management adds the following tables All rights reserved. 180

181 Table 46: Tables for field service management Table Work Order Stores work order records. [wm_order] Work Order Flow Stores the work order state flow records. [sf_work_order] Work Order Model [cmdb_workorder_product_model] Work Order Task Stores the Product Catalog work order model records. This table was modified by the Field plugin. This table is renamed and part of Service Order Management. Unit of work performed by one person, in one session (one location and one time). [wm_task] Work Task Flow Stores the work task state flow records. [sf_work_task] Work Task Model [cmdb_servicetask_product_model] Stores the Product Catalog work task model records. This table was modified by the Field plugin. This table is renamed and part of Service Order Management. Plugins installed with field service management Plugins Field service management activates most of the following plugins if they are not already active. Table 47: Plugins for field service management Plugin Core Activates SM applications, such as field service management and facilities service automation. [com.snc.enterprise_service_management] Field Demo Data [com.snc.work_management.demo] Loads demonstration data for the Field Service Management application covering the medical and telecommunication domains. Note: Installing this plugin will add new Configuration Item tables and relationships to the database. Properties installed with field service management All rights reserved. 181

182 Properties Field service management adds the following properties. Table 48: Properties for field service management Property glide.ui.wm_order_activity.fields Determines which fields are tracked in the activities list for work orders. The system automatically synchronizes the values in this property and the selections made by personalizing activities. glide.ui.wm_task_activity.fields Determines which fields are tracked in the activities list for work order tasks. The system automatically synchronizes the values in this property and the selections made by personalizing activities. work.management.default.end.time Type: String Default value: work_notes,assigned_to Location: System Properties [sys_properties] table Default end time for all work agents when no schedule is set, formatted in a 24 hour clock. work.management.default.start.time Type: String Default value: opened_by,work_notes Location: System Properties [sys_properties] table Type: String Default value: 17:00 Location: Field Service > Administration > Properties Default start time for all work agents when no schedule is set. This value sets the start time for a day other than the current day, when no scheduled task exists or is continued from the previous day. This property uses a 24 hour clock. Type: String Default value: 08:00 Location: Field Service > Administration > Properties All rights reserved. 182

183 Property work.management.limit.location Field Service should limit the dispatch groups available to choose by the location of the task. By default, filters the list of available dispatch groups by their proximity to the work order task location. When this property is set to false, the system displays all dispatch groups for selection, without any consideration of location. If only one dispatch group is available for a work order task in any location, automatically enters that group in the Dispatch group field. work.management.max.agents.processed Sets the maximum number of agents that will be processed by auto-dispatch at a time. The system has an absolute limit of 300 agents and sets the value at that level if you specify more than 300. The system cannot auto-dispatch a task for a dispatch group that contains more agents than the value configured. work.management.work.spacing Type: true/false Default value: true Location: Field Service > Administration > Properties > Dispatch Properties for Field Service Type: Integer Default value: 100 Location: Field Service > Administration > Properties Amount of time (in minutes) to add between the end of a task and the travel start of the next. An example of a valid time value is 10. Type: Integer Default value: 0 Location: Field Service > Administration > Properties Field service management geolocation properties Field service management adds the following geolocation properties All rights reserved. 183

184 Table 49: Geolocation properties for field service management Property glide.geolocation.map.merge.task.agent.markers Merge the task and agent markers on the geolocation maps with a new purple marker. When this property is true, agent and task markers that are close together are merged into a purple cluster that displays the count of both marker types. The pop-up information window for the purple marker displays the items for all agents and tasks. If this property is false, agents and tasks will only be gathered into their own clusters and not into the single, purple cluster. work.management.allow.toll.roads Allow toll roads to be used. Allows the system to use toll roads when auto-routing an agent's tasks. work.management.autodispatch.geolocation Type: True/false Default value: True Location: Field Service > Administration > Properties Geolocation should be used to update estimated travel time via Google Maps API. work.management.evening.rush.hours Type: true/false Default value: false Location: Field Service > Administration > Properties Type: true/false Default value: true Location: Field Service > Administration > Properties > Dispatch Properties for Field Evening rush hour span, formatted as 14:30-16:00. This property uses a 24 hour clock. All times are expressed as a range, separated by a dash with no spaces. Times not using this format are ignored. This property must be used with the work.management.morning.rush.hours and work.management.rush.travel.buffer properties. Type: String Default: 0 Location: Field Service > Administration > Properties All rights reserved. 184

185 Property work.management.morning.rush.hours Morning rush hour span, formatted as 06:30-08:00. This property uses a 24 hour clock. All times are expressed as a range, separated by a dash with no spaces. Times not using this format are ignored. This property must be used with the work.management.evening.rush.hours and work.management.rush.travel.buffer properties. work.management.rush.travel.buffer Percentage to add to all rush hour travel times. The system uses this percentage to calculate schedules when auto-routing an agent. Use this property when both morning and evening rush hour times are defined. An example of a valid time buffer percentage is 15. work.management.travel.buffer Type: String Default: 0 Location: Field Service > Administration > Properties Type: Integer Default value: 0 Location: Field Service > Administration > Properties Percentage to add to all travel times. An example of a valid percentage value is 15. Type: Integer Default value: 0 Location: Field Service > Administration > Properties User roles installed with field service management Roles Field service management adds the following roles All rights reserved. 185

186 Table 50: Roles for field service management Role title [name] Contains Roles Work Management Administrator Manages data related to field service management. Field service management administrators also can: catalog_admin knowledge_manager skill_admin skill_model_admin template_admin territory_admin wm_agent wm_approver_user wm_dispatcher wm_qualifier document_management_user inventory_user skill_user territory_user wm_basic [wm_admin] Work Management Agent [wm_agent] Control and override all information in the Field application. Delete work orders and tasks. Create tasks using the Clone Task feature. Create, edit, and delete work order models and work task models. Create, edit, and delete incidentals. View expense lines. View certain fields in non-subscription-based contracts. Manages actual task time and performs work on site. Agents also can: Accept or reject tasks assigned to them. Add parts requirements. Source parts. Create tasks using the Clone Task feature. Add work notes to work orders and work order tasks. Create, edit, and delete incidentals. View expense lines. View certain fields in non-subscription-based contracts. Agents cannot update schedule or task window times or toggle the window control. Work Management Approver User [wm_approver_user] Responsible for approving work orders before they are qualified or assigned. approver_user All rights reserved. 186

187 Role title [name] Contains Roles Work Management Basic Common data access shared by all field service roles. wm_read Schedules tasks, adds parts, and assigns tasks to work agents. Dispatchers also can: document_management_user inventory_user skill_model_user territory_user wm_basic wm_basic wm_initiator wm_qualifier [wm_basic] Work Management Dispatcher [wm_dispatcher] wm_initiator Creates work orders and assigns qualification group. Initiators also can: Work Management Initiator Qualifier [wm_initiator_qualifier] Create tasks. Add part requirements. Source parts. Edit all work order task fields and manage tasks from Draft to Assigned status. Edit the Assigned to field until work starts. Create tasks using the Clone Task feature. Set actual travel time and work start and end times if needed. Add work notes to any field service record. Create, edit, and delete incidentals. View expense lines. View certain fields in non-subscription-based contracts. Edit work orders they create that are in the Draft state. Add work notes to any field service record. View work order tasks and part requirements. Initiator-qualifiers can: Create work orders. Create tasks. Add part requirements. Source parts. Assign skills to agents. View incidentals All rights reserved. 187

188 Role title [name] Contains Roles Work Management Initiator Qualifier Dispatcher Initiator-qualifier-dispatchers can: wm_initiator wm_qualifier wm_dispatcher document_management_user inventory_user skill_model_user territory_user wm_basic [wm_initiator_qualifier_dispatcher] Work Management Qualifier [wm_qualifier] Qualifies work orders and creates work order tasks. Qualifiers also can: Work Management Read [wm_read] Create work orders. Create tasks. Add parts requirements. Source parts. Assign skills to agents. Assign work to agents. Manage agent tasks. View incidentals. Edit work orders in the Qualified state. Edit work orders in the Awaiting Qualification state. Edit tasks that are in the Draft state to provide technical details, such as information about CIs involved or parts needed. Create tasks using the Clone Task feature. Change the qualification group. Set the dispatch group. Add part requirements. Source parts Add work notes to any field service record. View incidentals. Capable of reading work orders and work order tasks. None Script includes installed with field service management Script includes Field service management adds the following script includes All rights reserved. 188

189 Table 51: Script includes for field service management Script include WMTimelineGroupSchedulePage Schedules page script include for the field service resource chart. WorkManagementInitiation Links to a newly created work order and transfers any relevant information. Geolocation script includes Field service management adds the following geolocation script includes. Table 52: Script includes for field service management geolocation Script include WMGeolocationAJAX Automatically routes tasks from the Field Service Automation mobile dispatch map. WMGeolocationUtils Provides utilities for Field Service geolocation maps. WorkTaskRouting Routing functionality for work order tasks. Client scripts installed with field service management Client scripts Field service management adds the following client scripts. Table 53: Client scripts for field service management Client script Table Hide End Date Fields Work Order Hide estimated_end when the request-driven process is used and hide expected_end when task-driven is used. [wm_order] Part requirement activation Work Order Hides part requirements on the Work Order form if part requirements are not activated in Field Service Configuration. [wm_order] Populate Short Expense Line Automatically populates the short description of expense lines with the work order short description when expense lines are manually created from work orders. Cost Management must be activated. [fm_expense_line] All rights reserved. 189

190 Business rules installed with field service management Business rules Field service management adds the following business rules. Table 54: Business rules for field service management Business rule Table Accept Work Order Task Automatically moves a task from the Assigned state to Accepted if the Accept/Reject option is selected in Field Service Configuration. [wm_task] Assigned Work Order Task Sets a task in the Draft state to the Assigned state if the Assigned to field is populated. This business rule is associated with the "Assigned (Draft to Assigned)" State flow. [wm_task] Assigned(state flow business rule) Work Order Cancel Work Task Work Order Task Automatically moves an order to the Assigned state if the Assignment group or Assigned to are populated. recommends not editing this business rule. [wm_order] Cancels any transfer orders for a work order task, via State Flows, when the task is cancelled. [wm_task] Create First Work Order Task Work Order Creates the first task for a newly qualified work order. [wm_order] Field Service Automation Group Group Types [sys_user_group] Ensures data integrity for dispatch group coverage information. Field Service Automation Qualification System Property Turns off the qualification stage whenever the work.management.qualification system property is set to No. This business rule turns on the qualification stage when the property is set to Yes. Populate Skills - Update Child Tasks Work Order [sys_properties] When the CI is changed, updates the skills required in tasks for the order to contain those skills. [wm_order] All rights reserved. 190

191 Business rule Table Populate Work Order from Template Work Order Populates a new work order from the work order model selected as a template. Ready for Qualification (approval off qu) Work Order Reassign Work Order Task [wm_order] Automatically moves a work order from the Draft state to Ready for Qualification when the Template field is populated. [wm_order] Prevents task reassignment if the task has part requirements that are in a state of In transit. [wm_task] RFD (approval qual both off) Work Order Automatically moves a work order from the Draft state to Ready when the Assigned to or Template field is populated. [wm_order] Roll Up Changes Work Order Task Updates the work order status based on changes to the work order task. [wm_task] Start Work Work Order Automatically moves a work order from the Ready state to Work In Progress. [wm_order] Start Work(state flow business rule) Work Order Task State Change - After Deprecated Work Order Task State Change - Before Work Order Task Automatically moves a task to the Work in process state if the Actual Start Work field is populated. [wm_task] Ensures that the field service life cycle is followed. recommends not editing this business rule. This business rule is deprecated and is marked inactive for instances that are upgraded. This business rule is not installed for new instances. [wm_task] Ensures that the field service life cycle is followed. recommends not editing this business rule. This business rule is deprecated and is marked inactive for instances that are upgraded. This business rule is not installed for new instances. [wm_task] Transition - Cancel Work Order Ensures that the field service life cycle is followed. recommends not editing this business rule. [wm_order] All rights reserved. 191

192 Business rule Table Transition PendingDispatchToAssign Work Order Task Ensures that the field service life cycle is followed. Transition - StateChange Deprecated Work Order [wm_task] Ensures that the field service life cycle is followed. recommends not editing this business rule. This business rule is deprecated and is marked inactive for instances that are upgraded. This business rule is not installed for new instances. [wm_order] Configure field service management Field service management defaults to the request-driven method for handling work order tasks. Administrators in the global domain can set field service configurations to determine how the system handles daily operations. Administrators in the global domain can set field service management configurations to: 1. Include or exclude portions of the request process. For example, you can require a work order to be approved before continuing to the next stage. Automatically assign tasks using SM Auto-Assignment, a custom-defined workflow, or leave it up to dispatchers to manually assign tasks. Track agent travel time. Navigate to Field Service > Administration > Configuration. Note: Administrators in domains lower than the global domain can view the Configurations screen, but cannot modify the settings. The options on the configuration screen are arranged in a multiple-tabbed layout, as follows: 2. The Business Process tab contains options for setting up the request lifecycle, creating catalogs and requests, and configuring notifications. The Assignment tab contains options for setting up manual and auto-assignment. The Add-ons tab contains options for enabling the knowledge base, managed documents, and task activities. Fill in the fields on the Business process tab. Note: The Configuration screen contains many configuration options. An option is enabled when the switch appears green and is toggled to the right. All configuration options listed in the Dependency must be enabled in order for the option to be displayed All rights reserved. 192

193 Table 55: Configuration screen - Business Process Field Dependency Lifecycle Enable state flows Enable this option to use state flows consistent with all service management applications. If you prefer to create your own state flows using business rules, client scripts, and UI actions, disable the option. A confirmation box displays and includes a link to a help article that describes the implications of disabling state flows. We highly recommend that you read the article before proceeding. If you disable state flows and save the configuration, this configuration option is removed from the screen and state flows cannot be re-enabled from the user interface. Process lifecycle Select request driven (subtasks are optional) if you do not want to require tasks to fulfill requests. When the request lifecycle is request driven, requests can be directly assigned to users in an assignment group. Users can still add tasks to requests; however, closing all tasks will not automatically close the request. Enable state flows is turned on. Note: If the Enable state flows option is not selected, the process lifecycle becomes requestdriven and this field is not displayed All rights reserved. 193

194 Field Dependency Select the method for assigning requests: Lifecycle Assignment method for requests using auto-assignment: Requests are automatically assigned. using a workflow: You will be prompted to select the workflow you want to use for assignment. manually: you must manually assign requests. Enable state flows is turned on. Process lifecycle: request driven (subtasks are optional) Note: The Process Lifecycle option is not available in all service management applications. Note: If the Enable state flows option is not selected, the assignment method defaults to manually and this field is not displayed. Use this workflow to assign requests Select the workflow for dispatching requests. Enable state flows is turned on. Process lifecycle: request driven (subtasks are optional) Assignment method for requests Note: The Process Lifecycle option is not available in all service management applications. Approval for new request required If this option is disabled, all requests in the Awaiting Approval state are automatically approved. Enable state flows is turned on All rights reserved. 194

195 Field Dependency Lifecycle Use this workflow for approvals Select the approval workflow for requests. An approver must provide one of the following approval responses before requests can move to the next state: Enable state flows is turned on. Approval is required for new requests Approved Rejected More information required Duplicate Note: If you do not select a workflow, the default workflow, Approval Workflow for SM, will be used. This workflow requests an approval from all users with the wm_approver_user role. Qualification is required for new requests Enable this option to require work orders to be qualified before moving to the next state. If this option is not enabled, any work orders in the Awaiting Qualification state are automatically qualified. Enable state flows is turned on. Process lifecycle: task driven (subtasks are optional) All rights reserved. 195

196 Field Dependency Lifecycle Assignment method for tasks Select the method for assigning tasks: Enable state flows is turned on. Enable state flows is turned on. Assignment method for tasks using auto-assignment: Tasks are automatically assigned. using a workflow: You will be prompted to select the workflow you want to use for assignment. manually: you must manually assign tasks. Note: If the Enable state flows option is not selected, the assignment method defaults to manually and this field is not displayed. Use this workflow to assign tasks Select the workflow for assigning tasks. Agent must accept or reject the assigned task Enable this option to require the assigned agent to accept or reject the task. Enable state flows is turned on. Copy task work notes to request Enable this option to synchronize task work notes with the work notes on the order or request. When work notes are added in the task, the same work notes appear in the order or request. Enable state flows is turned on. Catalog and Request Creation Create or update requests by inbound . Enable this option to allow inbound messages to create or update requests. This option must be enabled to allow requests to be marked as spam All rights reserved. 196

197 Field Dependency Lifecycle Requests are created using Select catalog or regular form to activate the catalog and enable automatic publishing of request templates to the catalog. Select regular form only to deactivate the catalog and disable automatic publishing of request templates to the catalog. Templates create a dedicated catalog item Enable this option to activate automatic publishing of catalog items for the application. Notification All rights reserved. 197

198 Field Dependency Lifecycle Send a notification when a field changes for a task or request. You can configure notifications to be sent to specific recipients when selected fields in requests and/or tasks change. 1. From Table, select Request or Task. 2. From Field, select the field to use for generating notifications. When a change is made to the selected field, a notification is sent to the recipients identified below. 3. From Recipients, select one or more recipients 4. If you select a specific user or a specific group, you are prompted to select a user or group. 5. To define additional notifications using other fields or recipients, repeat the steps above on the next line. 6. To remove a notification, click the delete notification icon ( ) to the right of the notification. 3. Click the Assignment tab and fill in the fields. Table 56: Configuration screen - Assignment tab Field Dependency Manual Assignment Assign requests or tasks based on assignment group coverage areas Enable this option to limit the selection of groups from the Dispatch group and Assignment group fields to groups that cover the location of the task All rights reserved. 198

199 Field Dependency Use dispatch queue Enable this option to use the dispatch group for manual assignment. Enable state flows is turned on. Process lifecycle: lifecycle is task driven Auto-Assignment - Scheduling Auto-selection of agents will consider agent or task schedules Enable this option to allow auto-assignment to use the schedules of the agents or tasks to determine who can be assigned to each task. Additionally, the Estimated work duration field is not mandatory when this configuration option is disabled. Enable state flows is turned on. Process lifecycle: lifecycle is task driven Note: The Process Lifecycle option is not available in all service management applications. Auto-selection of agents will consider time zone for tasks Enable this option to consider the time zone of the agent when assigning a task. Enable state flows is turned on. Enable priority assignment Enable this option to use priority assignment for autoassigning agents. Enable state flows is turned on. Process lifecycle: lifecycle is task driven Auto-selection of agents will consider agent or task schedules Note: The Process Lifecycle option is not available in all service management applications All rights reserved. 199

200 Field Dependency Use this priority list for priority assignment Select priorities for assignment. Enable state flows is turned on. Process lifecycle: lifecycle is task driven Auto-selection of agents will consider agent or task schedules Auto-selection of agents will follow the sun for tasks Note: The Process Lifecycle option is not available in all service management applications. Auto-Assignment - Additional Factors Auto-selection of agents will consider location of agents Enable this option to use the agent and location when determining who to assign the task to. Agents closer to the task location will get preference. Enable state flows is turned on. If using Process lifecycle: lifecycle is task driven, then If using Process lifecycle: lifecycle is request driven, then Assignment method for tasks: using auto-assignment Assignment method for requests: using auto-assignment All rights reserved. 200

201 Field Dependency Auto-selection of agents for tasks requires them to have skills This option determines the degree to which skills must be matched to a task when determining autoassignment. Select all to require that an assigned agent have all of the skills to perform the task. An agent who lacks one skill is eliminated. Select some if you want agents who have most of the skills needed to perform the task. Select none if you want to auto-assign agents without taking skills into account. Enable state flows is turned on. If using Process lifecycle: lifecycle is task driven, then Assignment method for tasks: using auto-assignment If using Process lifecycle: lifecycle is request driven, then 4. Assignment method for requests: using auto-assignment Enable state flows is turned on. If using Process lifecycle: lifecycle is task driven, then Assignment method for tasks: using auto-assignment If using Process lifecycle: lifecycle is request driven, then Auto-selection will attempt to Enable this option to auto assign the same agent to all assign all tasks for a request tasks in a request to the same agent. Assignment method for requests: using auto-assignment Click the Add-ons tab and fill in the fields. Table 57: Configuration screen - Add-ons tab Field Dependency Part Requirements Part requirements are needed by agents Enable this option to require agents to specify parts for the task All rights reserved. 201

202 Field Dependency Part Requirements Select models Click add and select the part Part requirements are model to be used for this needed by agents task. Click more to select additional part models. Documentation Enable a dedicated knowledge base Enable this option to activate the knowledge base for the application. Enable managed documents Enable this option to add a related list to managed documents. Enable task activities Enable this option to log the task interactions and communications, such as phone calls and messages. Work notes are mandatory Enable this option if work notes are mandatory when closing, completing, or cancelling requests and tasks. If it is disabled, work notes are not needed when closing, completing, or cancelling. Associated Task Tables Select associated tables Click Add to select additional tables. Maps Enable maps 5. Enable this option to use maps. Click Save. Warning: If you clicked the Enable state flows option to disable it, a confirmation box appears, along with a link to documentation that explains the consequences of disabling state flows. It is highly recommended that you read the documentation before proceeding. The action of disabling service management state flows cannot be reversed. Task- vs. request-driven processing All SM applications use either task-driven or request-driven processes for handling tasks. Each application defaults to one or the other of these processing types, but you can switch between them as needed. Task-driven processing means that the order or request is simply a container for a list of tasks that need to be completed in order for the overall work to be considered complete. When a work order is created, an All rights reserved. 202

203 associated task record is also automatically created. A request must have at least one task, and additional tasks can be defined to handle all aspects of the request. As tasks are performed and completed, the request transitions through a series of states. After the last task is closed, the request automatically transitions to closed. Request-driven processing means that tasks can still be assigned to a request; however, closing all tasks will not automatically close the request. A request does not require any sub-tasks and can be opened and closed independently. Any sub-tasks added can be transitioned and assigned independently and to different agents than specified on the request. Even if all tasks are closed, the request can remain open and continued to be worked on. However, the request cannot be closed until all tasks are also closed. In request-driven processing, state transitions are based solely on the request. Field Overview module A homepage that displays various field service gauges. The gauges on this page help field service users track and manage aspects of the field service processes, such as work orders, work order tasks, and dispatch locations. Note: If you have tasks defined with assignment groups of the type Vendor, additional gauges will display useful information for tracking vendor tasks and performance. Field Overview module roles Only users with certain roles have access to the Overview module. The different levels of access are: View: can view the overview page and refresh gauges. Customize: can refresh, add, delete, and rearrange gauges. Access is limited for users with non-administrative roles. Table 58: Field Service Overview Roles Role Access admin View, customize sm_admin View, customize sm_agent View wm_basic View wm_dispatcher View wm_initiator View wm_qualifier View wm_initiator_qualifier View wm_initiator_qualifier_dispatcher View All rights reserved. 203

204 Use the Field Overview module The Field Overview module provides a dispatch map that displays tasks and links to the related task records. To use the Field Service Overview module: Navigate to Field Service > Overview. The map view depends on whether or not the Field Service with Geolocation plugin is activated. The dispatch map view with geolocation enabled groups tasks and agents by proximity and displays related records in pop-ups on the map All rights reserved. 204

205 2017. All rights reserved. 205

206 The dispatch map view without geolocation shows individual tasks by state and displays related records in a separate window. You can click elements within the gauges to obtain more information without leaving the overview page. Manage work orders Field service management involves creating, qualifying, dispatching, and executing requests for off-site work, called work orders All rights reserved. 206

207 The steps and functions of the work order life cycle ensure that off-site issues are resolved efficiently. Users with the appropriate roles create the work orders and provide the necessary information needed for the work order tasks. Other users qualify those work orders and create the tasks necessary to complete the work order. For instructions on how to dispatch tasks using geolocation with Google Maps, see Using the dispatch map. Create a work order Creating a work order involves gathering the initial information about the work that needs to be done.for example, create a work order for onboarding an employee. Users with the wm_initiator and wm_initiator_qualifier roles can create work orders. In the Draft stage, the initiator or initiator-qualifier determines the nature of the problem and identifies the configuration items affected. To create work orders for common tasks such as the on-boarding of new employees, you can use work order model templates to create all the necessary records automatically. 1. Navigate to Field Service > Work Order > Create New All rights reserved. 207

208 2. Enter a Short description. Optionally, you can click the search knowledge icon ( ) to view articles in the knowledge base relating to this product model, plan, or CI. Doing so could provide a solution related to the reason you are submitting a work order. For example, if you entered How do I get a VPN account? and clicked the icon, the following information might come up: All rights reserved. 208

209 3. Fill in the fields on the Work Order form, as appropriate. Table 59: Work order fields Field Number Auto-generated identification number for the work order. Company Company for which the work order was opened. The lookup list shows only those companies designated as Customers in their company record. Caller Person for whom the work needs to be performed. The lookup list shows only users associated with the selected Company. Affected CI Primary item that requires work, such as a broken laptop or a printer that needs ink. Configuration Item lookup lists are based on the selected Company. If more than one item requires work, refer to the Affected CIs related list. Location Geographical area where the work needs to be done. If not entered manually, the field is filled automatically based first on the Affected CI field and then, if no affected CI or location is provided, on the Caller All rights reserved. 209

210 Field Template Template for creating this work order (optional). Click the lookup icon and select a template. The description of the selected template will populate the field. If you selected Tasks will be dispatched manually in the Field Service Configuration screen, work order tasks that were created for orders that use templates are automatically transitioned to Pending dispatch. For more information on templates, see Creating Service Order Templates. Note: If defined in advance, the template may contain task dependencies, which the tasks in your work order will inherit. Opened Date and time the work order was opened. Priority Precedence of the work order, based on severity of the impact, number of users affected, or other factors. The SLA applied to this work order is determined by the priority selected in this field. State Current stage of the work order in the work order life cycle. Qualification group Group that can specify the technical details of the work order. The lookup list shows only the qualification groups associated with the selected Location. If no qualification groups exist for the location, all qualifications groups are listed and any can be selected. This field is hidden when Work Management is configured for Automatic qualification on page 223. Initiated from Record number of the original problem, incident, change request, or other work order from which the work order was created. Billable Option for issuing a statement of fees or charges for the work order. This is useful for running reports on billable work orders. Short description Brief explanation of the work order. Detailed information describing the work to be performed. Initiators create work orders, but qualifiers should add as much detail about the work to be performed as possible to avoid extra communication with the caller All rights reserved. 210

211 Field Work Notes Information about the work order and how it was completed. This field is not visible to customers. Work notes are added throughout the work order life cycle to help users who work on it to communicate useful information. Scheduling 4. Scheduled start Date and time when the earliest task is scheduled to start. Estimated end Estimated date when all tasks will be completed. Actual work start Date and time when the earliest task actually started. Actual work end Date and time when the last task actually ended. Requested due by Estimated date when the latest task will be completed. The Lead Time for the maintenance schedule is subtracted from the Required Due by date for the work order to determine this date. Click one of the following buttons. Option Submit Saves the work order in Draft state so more information can be added. Work orders submitted by a user with the wm_qualifier role are automatically set to Ready for Qualification. Ready for Approval Advances the work order to the Awaiting Approval state. This button appears only if you selected the Approval is required for new requests option in Field Service Configuration. Ready for Dispatch Advances the work order to the Pending Dispatch state. Tasks cannot be advanced until this button has been clicked. This button will be displayed only if the following two options in Work Management Configuration are selected: Approval is not required for new requests Tasks are dispatched manually All rights reserved. 211

212 Option Ready for Qualification Creates an initial work order task automatically if one does not exist. The work order Short description,, and Location are copied into the work order task. This button is not available if automatic qualification is configured. The following fields are visible only if you activated the SM Planned Maintenance plugin. Table 60: Additional fields Field Maintenance plan Displays the maintenance plan used to generate the order, if any. Maintenance schedule Displays the maintenance schedule used to generate the order, if any. Record table The table associated with the order. For example, the Server [cmdb_ci_server] table. Record ID The sys_id of the record in the specified table that represents the item under maintenance, if any. Create a work order from an incident, problem, or change You can create a work order directly from an incident, problem, or change record. This ability is useful if one of these tasks needs to be assigned to an offsite agent and tracked. Some information from the original record is copied automatically into the new work order. Table 61: Auto-filled fields from incident, problem, or change records Record type Auto-filled fields Incident Incident record reference (in the Initiated from field) Caller Location Priority Short description All rights reserved. 212

213 Record type Auto-filled fields Problem Change Problem record reference (in the Initiated from field) Affected CI Priority Short description Change record reference (in the Initiated from field) Affected CI Priority Short description 1. Navigate to the incident, problem, or change record. 2. Right-click the header and select Create Work Order. 3. A new work order is created in Draft stage. The incident short description is copied as the short description of the work order. Fill in the fields on the Work Order form, as appropriate All rights reserved. 213

214 Table 62: Work order fields Field Number Auto-generated identification number for the work order. Company Company for which the work order was opened. The lookup list shows only those companies designated as Customers in their company record. Caller Person for whom the work needs to be performed. The lookup list shows only users associated with the selected Company. Affected CI Primary item that requires work, such as a broken laptop or a printer that needs ink. Configuration Item lookup lists are based on the selected Company. If more than one item requires work, refer to the Affected CIs related list. Location Geographical area where the work needs to be done. If not entered manually, the field is filled automatically based first on the Affected CI field and then, if no affected CI or location is provided, on the Caller. Template Template for creating this work order (optional). Click the lookup icon and select a template. The description of the selected template will populate the field. If you selected Tasks will be dispatched manually in the Field Service Configuration screen, work order tasks that were created for orders that use templates are automatically transitioned to Pending dispatch. For more information on templates, see Creating Service Order Templates. Note: If defined in advance, the template may contain task dependencies, which the tasks in your work order will inherit. Opened Date and time the work order was opened. Priority Precedence of the work order, based on severity of the impact, number of users affected, or other factors. The SLA applied to this work order is determined by the priority selected in this field. State Current stage of the work order in the work order life cycle All rights reserved. 214

215 Field Qualification group Group that can specify the technical details of the work order. The lookup list shows only the qualification groups associated with the selected Location. If no qualification groups exist for the location, all qualifications groups are listed and any can be selected. This field is hidden when Work Management is configured for Automatic qualification on page 223. Initiated from Record number of the original problem, incident, change request, or other work order from which the work order was created. Billable Option for issuing a statement of fees or charges for the work order. This is useful for running reports on billable work orders. Short description Brief explanation of the work order. Detailed information describing the work to be performed. Initiators create work orders, but qualifiers should add as much detail about the work to be performed as possible to avoid extra communication with the caller. Work Notes Information about the work order and how it was completed. This field is not visible to customers. Work notes are added throughout the work order life cycle to help users who work on it to communicate useful information. Scheduling 4. Scheduled start Date and time when the earliest task is scheduled to start. Estimated end Estimated date when all tasks will be completed. Actual work start Date and time when the earliest task actually started. Actual work end Date and time when the last task actually ended. Requested due by Estimated date when the latest task will be completed. The Lead Time for the maintenance schedule is subtracted from the Required Due by date for the work order to determine this date. Select a template if your organization created one for commonly performed tasks. A task is automatically created from the work task model and any part requirements specified in the template All rights reserved. 215

216 5. Click Update. The following fields are visible only if you activated the SM Planned Maintenance plugin. Table 63: Additional fields Field Maintenance plan Displays the maintenance plan used to generate the order, if any. Maintenance schedule Displays the maintenance schedule used to generate the order, if any. Record table The table associated with the order. For example, the Server [cmdb_ci_server] table. Record ID The sys_id of the record in the specified table that represents the item under maintenance, if any. Create a work order from an existing work order You can create a new work order from an existing work order. This ability is useful if the scope of a work order changes during the execution phase and it becomes necessary to create another work order. Analyze whether the scope change can be managed by adding additional tasks instead of creating another work order. Also, because some information is copied from the original record, an existing work order can be used as a template to create new work orders. The following information is copied from the original record: Work order record reference (in the Initiated from field) Affected CI Caller Location Priority Short description Navigate to the original work order. Right-click the header and select Create Work Order. A new work order in Draft stage is created. Enter a Short description if one was not added automatically. Fill in the fields on the Work Order form, as appropriate. Table 64: Work order fields Field Number Auto-generated identification number for the work order All rights reserved. 216

217 Field Company Company for which the work order was opened. The lookup list shows only those companies designated as Customers in their company record. Caller Person for whom the work needs to be performed. The lookup list shows only users associated with the selected Company. Affected CI Primary item that requires work, such as a broken laptop or a printer that needs ink. Configuration Item lookup lists are based on the selected Company. If more than one item requires work, refer to the Affected CIs related list. Location Geographical area where the work needs to be done. If not entered manually, the field is filled automatically based first on the Affected CI field and then, if no affected CI or location is provided, on the Caller. Template Template for creating this work order (optional). Click the lookup icon and select a template. The description of the selected template will populate the field. If you selected Tasks will be dispatched manually in the Field Service Configuration screen, work order tasks that were created for orders that use templates are automatically transitioned to Pending dispatch. For more information on templates, see Creating Service Order Templates. Note: If defined in advance, the template may contain task dependencies, which the tasks in your work order will inherit. Opened Date and time the work order was opened. Priority Precedence of the work order, based on severity of the impact, number of users affected, or other factors. The SLA applied to this work order is determined by the priority selected in this field. State Current stage of the work order in the work order life cycle All rights reserved. 217

218 Field Qualification group Group that can specify the technical details of the work order. The lookup list shows only the qualification groups associated with the selected Location. If no qualification groups exist for the location, all qualifications groups are listed and any can be selected. This field is hidden when Work Management is configured for Automatic qualification on page 223. Initiated from Record number of the original problem, incident, change request, or other work order from which the work order was created. Billable Option for issuing a statement of fees or charges for the work order. This is useful for running reports on billable work orders. Short description Brief explanation of the work order. Detailed information describing the work to be performed. Initiators create work orders, but qualifiers should add as much detail about the work to be performed as possible to avoid extra communication with the caller. Work Notes Information about the work order and how it was completed. This field is not visible to customers. Work notes are added throughout the work order life cycle to help users who work on it to communicate useful information. Scheduling 5. Scheduled start Date and time when the earliest task is scheduled to start. Estimated end Estimated date when all tasks will be completed. Actual work start Date and time when the earliest task actually started. Actual work end Date and time when the last task actually ended. Requested due by Estimated date when the latest task will be completed. The Lead Time for the maintenance schedule is subtracted from the Required Due by date for the work order to determine this date. Click Update. The following fields are visible only if you activated the SM Planned Maintenance plugin All rights reserved. 218

219 Table 65: Additional fields Field Maintenance plan Displays the maintenance plan used to generate the order, if any. Maintenance schedule Displays the maintenance schedule used to generate the order, if any. Record table The table associated with the order. For example, the Server [cmdb_ci_server] table. Record ID The sys_id of the record in the specified table that represents the item under maintenance, if any. Associate CIs to work orders and work order tasks The initiator of a work order usually specifies the configuration items for the work order and work order tasks. CIs on the work order: Give qualifiers an overview of all the work that needs to be done. Provide important information for the agents completing the individual tasks. When assigning CIs to individual tasks, the qualifier and dispatcher can choose only from the CIs in the Work Order Affected CIs related list. The same CI in a work order can be applied to multiple work order tasks All rights reserved. 219

220 Figure 4: Affected CIs on a work order Approve a work order Approving a work order means that it has been reviewed and is ready to be qualified for task creation and assignment. Approving a work order means that it has been reviewed and is ready to be qualified for task creation and assignment. When an order is sent to a user with the wm_approver_user role, the approver has several choices (see table) To activate the approval phase of the work order workflow, navigate to Field Service > Administration > Configuration. Select the Approval is required for new requests option. Table 66: Approval choice Approval choice Approved The order is approved. Rejected The order has been rejected by the approver All rights reserved. 220

221 Approval choice More information required The order does not contain enough information. It reverts back to the Draft state and a The order needs more information for further approval work note is added to the order. Duplicate The order is no longer required, because the work was already performed by another order. The order is moved to the Cancelled state and a The order already exists work note is added to the order. Qualify work orders Work orders are qualified to create and assign the work order tasks. In the basic work management system, a user with the wm_qualifier role selects the dispatch group, adds work order tasks, and defines part requirements. The work.management.limit.location property controls whether the choice list of available dispatch groups is filtered by proximity to the task location. The qualifier can add the Affected CI, Short description, and to a work order if the initiator did not provide complete information. Qualification can be manual or automatic. You can configure the system to promote the work order from Draft directly to Qualified without the qualification stage. When you are using manual qualification, a work order cannot advance to the Qualified state until all its tasks are qualified. Note: To activate the qualifying phase of the work management workflow, you must turn on Qualification in Field Service > Administration > Configuration. By default, the slider is OFF. Qualify a task Qualify a single task or qualify multiple tasks at the same time. To qualify a task, open it from the Work Order Tasks related list, select a Dispatch group, and then click Qualified. To qualify multiple tasks at the same time, select the check boxes beside the tasks you want to qualify in the related list, and then select Qualified from the Actions on selected rows menu All rights reserved. 221

222 Note: If Approvals in Field Service > Administration > Configuration is turned on, the New button in the Work Order Request Tasks related list will not appear until the order has been Approved. Also, if you are attempting to create an order task using a template, the task will not be created until the order has been Approved. View and qualify a sibling task A sibling task is a different task that is related to the same request or order. To view sibling tasks, open a work order task from the Work Order Tasks related list and click the Sibling Tasks related list. Sibling tasks can be qualified in the same manner as parent tasks Select a Dispatch group and then click Qualified. To qualify multiple sibling tasks, select the check boxes next to the desired tasks. Select Qualified from the Actions on selected rows menu All rights reserved. 222

223 Automatic qualification Users with the admin or wm_admin role can configure work management to skip the Awaiting Qualification state for work orders and automatically advance them to Qualified. Users with the admin or wm_admin role can configure work management to skip the Awaiting Qualification state for work orders and automatically advance them to Qualified. To automatically advance orders to Qualified: Log in as an admin or wm_admin user. Navigate to Field Service > Administration > Configuration. Move the Qualification slider to OFF. Click Save. This setting eliminates the qualification stage. When a work order is qualified automatically, the system also creates a task in the Draft state. No qualification group is required for work orders configured in this manner, so the Qualification group field is hidden in the Work Order form. In the application navigator, the Awaiting Qualification module is replaced by the My Work Order Tasks module. This module is accessible to users with the wm_initiator_qualifier role and shows only those tasks created by the current user. Promote draft work order tasks When a work order is automatically qualified, the system creates a task in the Draft state, which must be promoted. When a user with the admin or wm_initiator_qualifier role creates a work order that is qualified automatically, the work order state progresses from Draft to Qualified and the system automatically creates a task in the Draft state. This user can then promote the draft tasks to a state of Pending Dispatch Navigate to Field Service > Work Order > My Work Order Tasks. The list displays tasks in the Draft state created by the current user. Open a task. Make sure the task has a Dispatch group. Click Ready for Dispatch. The task is promoted to the Pending Dispatch state. You can promote multiple tasks at the same time from a related list or a task list. Check the check boxes of the tasks to promote and select Ready for Dispatch from the Action choice list All rights reserved. 223

224 Automatically dispatch a task at qualification Users with the wm_qualifier and wm_initiator_qualifier roles can dispatch a task automatically at qualification by assigning it to a dispatch group that has auto-assignment enabled. To activate the auto-dispatch phase of the work order workflow, you must turn on Auto-dispatch in Field Service > Administration > Configuration. By default, the slider is turned off Open a work order that is in the Awaiting Qualification state or one that has been qualified automatically. Open a task in the Draft state. Select a Dispatch group that has auto-dispatch defined. The choice list is not filtered. You must know which of your groups are configured for auto-dispatch. In this example, the California Dispatchers group has auto-dispatch enabled All rights reserved. 224

225 4. Ensure that the task has a location defined. 5. Auto-dispatch will fail unless the task contains a valid location. In the Planned section, create a schedule for this task or let the system determine the times. For instructions, see Create Work Order Tasks. 6. By default, the current date and time appear in the Window start field. If you do not create a schedule or a fixed window, the Window start value is used to look for an agent who has that time slot open. Click Qualified. The view returns to the previous page, and a success message appears. The system assigns an agent to the task, enters the agent's assignment group in the task record, and moves the state to Assigned All rights reserved. 225

226 7. If auto-dispatch fails, the message indicates either that no agent was available or that the task did not specify a location. The system moves tasks that fail auto-dispatch to the Pending Dispatch state. To auto-dispatch a task that failed previously, enter any missing information or change the schedule, and then click Auto-Dispatch. Auto-assign a vendor A vendor can be automatically assigned to a work order task after the appropriate group and template have been created. 1. Navigate to User Administration > Groups and set up a group for your approved vendors. If not done already, set up a group type called wm_vendor. In the Type field, select wm_vendor. In the Vendors field, select at least one vendor. 2. Save the group Navigate to Work Management > Catalog & Knowledge > Work Order Templates. Create a work order template with at least one task In the Dispatch group field for the task, select a dispatch group. In the Assignment group field, select the group you created earlier. Save the template. Navigate to Work Management > Work Order > Create New. Create a new work order and, when you are ready, click Ready for Qualification. Scroll down to the Work Order Tasks related list. Click to open the work order task you just created. The Assigned to field automatically defaults to the manager of the vendor group All rights reserved. 226

227 Note: If the vendor group does not have a manager, the Assigned to field is left blank. 10. The manager can re-assign the task to anyone else in the group. Close a work order closes work orders automatically, based on the states of all the associated work order tasks. There are two types of closure available for work orders: The work order state changes to Closed Complete if all work order tasks are marked Closed Complete. The work order state changes to Closed Incomplete if at least one work order task is marked Closed Incomplete. When a work order is closed, the following takes place: Time and effort are calculated automatically. The work order becomes inactive and is removed from the list of work orders. After an order has been assigned to an agent, that agent can complete and close the order under two conditions: When the Request lifecycle is task driven option is set in Work Management Configuration, all states of the order are driven by the task. The agent can click the Close Complete button on the Task form to close any tasks that need to be manually closed. After all of the order's tasks are closed, the order is automatically closed. When the Request lifecycle is request driven option and all of the order's tasks are closed, the agent can click the Close Complete button on the Request form to close and complete the order. Cancel a work order Cancel a work order if the work is no longer necessary or if it is a duplicate of another work order. When you cancel a work order, all associated work order tasks are canceled automatically. Work orders can be canceled by different roles during specific states in the work order life cycle Navigate to Work Management > All Work Orders. Open a work order. In Work notes, enter a reason for canceling the work order. Click Cancel. An error message appears if text is not entered into the Work notes field. Delete a work order Deleting a work order should be used only for cleaning up errors, such as duplicate work orders. Role required: wm_admin For tracking purposes, the correct method for managing a work order that is no longer in use is to change the work order state to Closed Complete, Closed Incomplete, or Canceled. Closed and canceled work orders are inactive and do not appear on work order lists All rights reserved. 227

228 Delete a work order only to clean up errors, such as duplicate work orders. Deleting a work order automatically deletes all associated work order tasks. This ensures that agents are not assigned work order tasks that are part of a deleted work order Navigate to Work Management > All Work Orders. Open a work order. Click Delete. Confirm the action when prompted. Manage work order tasks Work order tasks allow qualifiers to define separate activities that must be done to complete a work order. A work order contains one or more work order tasks. Work order tasks allow qualifiers to define separate activities that must be done to complete a work order. creates a work order task automatically when a user with the wm_qualifier or qualifier combination role moves a work order from Draft to Awaiting Qualification and populates the task with information from the work order. This user can edit existing tasks or create new ones at any time. A key feature in work management is the ability to create multiple work order tasks under a single work order. Splitting a work order into separate tasks, when necessary, enables qualifiers to: Assign different aspects of a single work order to different agents. Assign work to agents with different skill sets. Assign work to agents in different locations. Schedule parts of the work at different times. Schedule tasks so they are done one after another. Schedule tasks so they are done at the same time by different agents. Schedule additional tasks, if necessary, to complete the work order. Coordinate the arrival and usage of the parts required to complete a work order. Create a work order task Create a work order task from a work order. Role required: wm_qualifier or qualifier combination role Open a work order. Click the Work Order Tasks related list and then click New. Note: If Approvals in Work Management > Administration > Configuration is turned on, the New button in the Work Order Tasks related list will not appear until the order has been Approved. Also, if you are attempting to create a work order task using a template, the task will not be created until the work order has been Approved. 3. Fill in the fields on the Work Order Task form, as appropriate. Table 67: Work management task form fields Field Number Auto-generated identification number for the task. Parent Work order this task is assigned to All rights reserved. 228

229 Field Cloned from Record number of the work order task this task was cloned from, if any. Priority Priority of this task. Location Geographical area where the work needs to be done. The location is critical for determining the agent assigned to the task. Skills Abilities necessary to execute the task. automatically completes the Skills field based on the selection in the Affected CI field on the associated work order. If you change the affected CI on the work order, the system adds any skills required by the new CI to the skills already listed here. Under warranty Indicator of an existing warranty for one or more configuration items associated with the task. Qualifiers can select and clear this option. State Current state of the task, such as Accepted or Closed Complete. advances the state automatically as users complete the work for each successive state. Dispatch Group Group that can select an agent to complete the task. By default, a work management property is enabled to limit the dispatch groups that you can select to those groups that belong to the location that you selected. If no dispatch groups exist for the location, all dispatch groups are listed for assignment of the tasks. Assignment group Group from which an individual agent or vendor should be selected to complete the task. The lookup list shows only the assignment groups associated with the selected Location. If the Assignment Group field is empty, the system searches for the group covering the territory that includes the location of the task All rights reserved. 229

230 Field Assigned to Individual agent or vendor who should complete the task, selected from the Assignment group. If you have defined skills and assigned them to agents, the Assigned to field lookup list shows only those agents in the assignment group who have all the Skills required. If no exact match of skills is found, the lookup list shows all assignment group members. If an assignment group of type Vendor is selected, this field defaults to the vendor manager assigned to the selected vendor group. If the vendor group does not have a manager, the Assigned to field is left blank. Assigned vendor Individual vendor who should complete the task, selected from the Assignment group. This field displays only when an assignment group of type Vendor is selected. Vendor reference A reference number for tracking the selected vendor's work activities. This field displays only when an assignment group of type Vendor is selected. Short Brief explanation of the task. Exact technical description of the unit of work to be performed. Qualifiers should provide as much detail about the problem as possible to avoid extra communication with the caller in later stages of the work order life cycle. Work notes Information about the task as it progresses through each state. Work notes are not visible to customers. Planned Window start Start of the time window established for this task. Auto-routing and auto-dispatch use this time when calculating the agent's daily schedule. For additional information, see Task Windows. Window end End of the time window established for this task. The elapsed time of the window cannot exceed the value in the Estimated work duration field. Auto-routing and autodispatch use this time when calculating the agent's daily schedule. For additional information, see Task Windows All rights reserved. 230

231 Field Scheduled travel start Date and time when the agent expects to travel to the site. In versions at Eureka or later, the travel start time is automatically set to one hour from the current time. In versions prior to Eureka, the travel start time is set to the beginning of the next hour. For example, if you save the Work Order Task record at 9:35 am, the scheduled travel start is automatically set to 10:00am. When the task reaches the Pending Dispatch stage, the default value can be edited. An agent cannot be scheduled for two tasks at the same time. If a specified time is already allocated to another task, an error message is displayed. This field is required when the task is assigned or when the state is Assigned, Accepted, Pending Dispatch, or Work In Progress. Scheduled start Date and time that work on the task is expected to begin. The scheduled start date is pre-filled with the date calculated by subtracting the number of days entered in the Lead Time field for the maintenance schedule from the Required Due by date for the work order. This field is required when the task is assigned or when the state is Assigned, Accepted, Pending Dispatch, or Work In Progress. Estimated end [Read-only] Date on which work on the task will end. The date is automatically calculated based on the Scheduled start and Estimated work duration. Is fixed window Indicator of a fixed service window that cannot be shortened or extended to accommodate other tasks in an agent's daily schedule. If this checkbox is not selected, the service window is considered flexible. A flexible task window can be rescheduled by auto-routing and auto-assignment, but a fixed window cannot. If a fixed window task does not fit into the agent's schedule, the task is not routed or dispatched All rights reserved. 231

232 Field Estimated travel duration Estimated amount of time to be spent traveling to the site. A time of one hour is set by default. When the task reaches the Pending Dispatch stage, the default value can be edited. Estimated work duration Estimated amount of work time. One hour is set by default. The default value can be edited during the Draft or Pending Dispatch stage. The estimated work duration cannot exceed the total time of the window, if one is defined for this task. Actual Actual travel start Date and time agent traveled to the site. Actual work start Time when work began. This field is not available until Actual travel start time is added manually or the Start Travel button is clicked. Actual work end Time when work on the task was completed. Actual travel duration Amount of time spent traveling to the site. Actual duration [Read-only] Total amount of time spent traveling to the site and completing the task. This value is automatically calculated based on the Actual work start and Actual work end times. Related Lists Task SLA SLAs associated with the parent work order. Work Order Task Affected CIs Configuration items (CIs) associated with the task. Part Requirements Part requirements associated with the task. Transfer Orders Orders for transferring the necessary parts between stockrooms for this task. Asset Usages Records indicating if the parts requested for this task were used, not used, or removed because they were defective. Depends on Upstream dependencies associated with the task. Dependents Downstream dependencies associated with the task. Incidentals Incidental expenses associated with this task. Task windows A task window is the time period, bordered by start and end times, in which a task should be performed All rights reserved. 232

233 A task window can be flexible or fixed and is used by the auto-routing and auto-assignment features to determine an agent's daily schedule. A flexible window has start and end times that attempts to respect when dispatching or routing a task automatically. The system can reschedule a flexible task window if necessary to make it fit into an agent's schedule. A fixed task window cannot be rescheduled. If the auto-router or auto-dispatcher cannot schedule the task for the fixed window time period, that task is not scheduled at all. The time interval configured for a window cannot be less than the time required to perform the task. Roles required to schedule tasks Users with certain roles and any combination of roles that include certain roles can edit schedule times, including windows and planned durations. Users with these roles and any combination roles that include these roles can edit schedule times, including windows and planned durations. The Estimated end time is calculated from the expected start time and the work duration and is read-only. Table 68: Schedule task roles Role Edit capabilities wm_qualifier Tasks in the Draft state. wm_dispatcher Tasks in the Pending Dispatch state. wm_admin Tasks in Draft or Pending Dispatch state. Clone a work order task Existing tasks can be cloned to quickly create new tasks. In the cloning process, the following information is copied from the source task: Parent work order reference Short description Dispatch group Assignment group Location Planned information (scheduled and estimated, no actuals) Required skills Open the task from the related list in a work order. Select the Clone Task related link. This creates a new task in Draft state. An entry in the Work Notes field contains the original task number and text stating that the task is a clone All rights reserved. 233

234 Create dependencies between work order tasks If one work order contains multiple tasks, you can create dependencies between the tasks. The dependencies enforce the order in which a single agent or multiple agents perform the tasks. For example, on a work order for a new server, one agent may install the server, the upstream task, and a different agent configure the server after installation is complete, the downstream task. You can specify multiple dependencies, both upstream and downstream, for a single task. prevents circular relationships where two tasks are dependent on each other. The system considers all upstream dependencies when deciding if a task can be auto-assigned. Note: Dependencies can only be set for work order tasks in the Draft state. Set an upstream task How to set an upstream task Navigate to a work order. Open a work order task in the Draft state. In the Depends on related list, click New. 4. Select an Upstream task. 5. Only tasks on the same work order are listed. Click Submit. Set a downstream task How to set a downstream task Navigate to a work order. Open a work order task in the Draft state. In the Dependents related list, click New All rights reserved. 234

235 4. Select a Downstream task. 5. Only tasks on the same work order are listed. Click Submit. Auto-route dependent tasks When automatically schedules an agent's daily tasks using the auto-routing feature, it takes into account many factors, including specified task windows and any task dependencies that exist. When automatically schedules an agent's daily tasks using the auto-routing feature, it takes into account many factors, including specified task windows and any task dependencies that exist. The system blocks auto-routing if the dependencies produce a circular reference, or if a task window conflicts with a dependent relationship. attempts to route as many tasks as it can, and displays a warning message if it fails to route any tasks. Tasks that are not routed are returned to a state of Pending Dispatch. Auto-route dependent tasks When automatically schedules an agent's daily tasks using the auto-routing feature, it takes into account many factors, including specified task windows and any task dependencies that exist. When automatically schedules an agent's daily tasks using the auto-routing feature, it takes into account many factors, including specified task windows and any task dependencies that exist. The system blocks auto-routing if the dependencies produce a circular reference, or if a task window conflicts with a dependent relationship. attempts to route as many tasks as it can, and displays a warning message if it fails to route any tasks. Tasks that are not routed are returned to a state of Pending Dispatch. Create a work order task dependency using a work order template In addition to creating work order task dependencies that are inherited from the associated work orders, you can also create work order templates that contain task dependencies. In addition to creating work order task dependencies that are inherited from the associated work orders, you can also create work order templates that contain task dependencies. Like work order tasks created from work orders, the dependencies inherited from the template enforce the order in which a single agent or multiple agents perform the tasks Navigate to Product Catalog > Templates > Work Order Template. Create a new work order template. Create the work order tasks. Open one of the tasks. 5. If other tasks are dependent on this task; that is, this task must be completed before other tasks can be completed, click Dependents > New and select the dependent tasks. If this task is dependent on other tasks; that is, other tasks must be completed before this task can be completed, click Depends on > New and select the tasks to which this task is dependent. Repeat this process for the remaining tasks All rights reserved. 235

236 6. When you have defined the dependencies of all tasks, click Update. After the work order task dependencies are defined, you can select the template when creating a new work order, and the tasks, along with the defined dependencies will be inherited by the work order. Delete a work order task Work order tasks can be deleted by users who have the wm_admin role. Role required: wm_admin A task cannot be deleted if it has a part requirement with a transfer order. To delete the task in this case, you must first delete the transfer order Navigate to a work order. In the Work Order Tasks related list, select the check box beside the task Number. From the Actions choice list, select Delete. Work order templates You can create well-defined work orders quickly using work order templates defined in the product catalog. These templates automatically create tasks and part requirements on work orders for common activities, such as password reset or memory upgrades. Work order templates and work task templates are added to the product catalog when Field is activated. Users with the wm_admin or model_manager role can create, edit, and delete work order templates and work task templates. Create a work order template Field service management uses the work order template as a source of information for populating fields in a work order. Role required: model_manager or wm_admin In the release, some of the predefined fields specific to the Work Order Templates table (cmdb_workorder_product_model) have been removed from the template form. This change enables the template form to be used with other tables, such as the table selected in the Task Type field. Add fields to the template form as needed, such as the Assignment group field, as part of template creation process. 1. Navigate to one of the following: 2. Product Catalog > Templates > Work Order Templates Field Service > Catalog & Knowledge > Work Order Templates Click New All rights reserved. 236

237 2017. All rights reserved. 237

238 3. Fill out the fields on the Work Order Template form, as appropriate. For fields in the Task Information section of the form, you can click Copy Task Template and add the information from a task template if desired. Table 69: Work order template form fields Field Request information Name [Required] Unique and descriptive name for this template. Short description [Required] Content that is copied into the Short description field of a work order when this work order template is used. The exception to this is a work order created from an incident, problem, or change request, which always uses the short description of the source task, even when a template is applied. More in-depth description of the purpose of the template. Checklist template Select a checklist template to add a checklist to the work orders created from this work order template. Workflow The workflow for work orders created from this template. Qualification group The qualification group for work orders created from this template. Task information Task type The type of task to create. The default is Work Order Task. Name Unique and descriptive name for this task. As you start to type the description of the task, fields for your next task appear. A description of this task. Parts and quantities Parts requirements and quantities, as needed. If you selected Part requirements are not needed by agents on the Field Service Configuration screen, the Parts and quantities fields are not displayed All rights reserved. 238

239 Field Dispatch group The dispatch group used to select the individuals who will fulfill the task. By default, filters the list of available dispatch groups by their proximity to the work order task location. When the work.management.limit.location property is set to false, the system displays all dispatch groups for selection, without any consideration of location. If only one dispatch group is available for a work order task in any location, automatically enters that group in this field. If the Field Service will not use the dispatch queue option is selected in the Field Service Configuration screen, this field is not displayed. Depends on Identifies the task of tasks that must be completed before this task can be performed. You cannot make an entry in the first task until you have created subsequent tasks. Checklist template Select a checklist template to add a checklist to the tasks created from this work order template. If desired, add a field to the Request Information section of the template: a) Click Edit fields and select the field from the choice list. b) Add a value to the field. c) Click the gear icon next to the field and enable the Show option if you want this field to be displayed when this template is selected from the Field Service Catalog. If desired, enable the Mandatory option to make this a mandatory field. If desired, add one or more fields to the Task Information section of the template from the table selected in the Task type field. a) Click Edit fields and select the field from the choice list. b) 6. Add a value to the field. As you work with tasks, you can click the min and max buttons to expand and collapse task information. If needed, you can also change the order of tasks using drag-and-drop. If you set the Templates will not create a dedicated catalog item option on the Field Service Configuration screen, the template form includes a Publish button. You can click this button if you want to manually publish a template as an item in the catalog. If the option is set to Templates will create a dedicated catalog item, the Publish button will not be displayed and the template will be automatically added to the catalog. When you have completed your entries, click Submit All rights reserved. 239

240 Create a knowledge article for a work order template You can add knowledge articles and guides (such as installation guides, maintenance procedures, and checklists) to the default knowledge base for hardware, software, and consumable template Navigate to Product Catalog > Product Templates > Work Order Templates. Click New. Fill in the fields on the Work Order Template form, as appropriate. Table 70: Work order template form fields Field Request information Name [Required] Unique and descriptive name for this template. Short description [Required] Content that is copied into the Short description field of a work order when this work order template is used. The exception to this is a work order created from an incident, problem, or change request, which always uses the short description of the source task, even when a template is applied. More in-depth description of the purpose of the template. Checklist template Select a checklist template to add a checklist to the work orders created from this work order template. Workflow The workflow for work orders created from this template. Qualification group The qualification group for work orders created from this template. Task information Task type The type of task to create. The default is Work Order Task. Name Unique and descriptive name for this task. As you start to type the description of the task, fields for your next task appear. A description of this task. Parts and quantities Parts requirements and quantities, as needed. If you selected Part requirements are not needed by agents on the Field Service Configuration screen, the Parts and quantities fields are not displayed All rights reserved. 240

241 Field Dispatch group The dispatch group used to select the individuals who will fulfill the task. By default, filters the list of available dispatch groups by their proximity to the work order task location. When the work.management.limit.location property is set to false, the system displays all dispatch groups for selection, without any consideration of location. If only one dispatch group is available for a work order task in any location, automatically enters that group in this field. If the Field Service will not use the dispatch queue option is selected in the Field Service Configuration screen, this field is not displayed. Depends on Identifies the task of tasks that must be completed before this task can be performed. You cannot make an entry in the first task until you have created subsequent tasks. Checklist template Select a checklist template to add a checklist to the tasks created from this work order template. Any hardware, software, and consumable assets you create and assign to the new template are displayed in the Knowledge related list on the template record All rights reserved. 241

242 Use the work order template Work order models enable users with the proper roles to create work orders, tasks, and part requirements automatically by using the templates Navigate to Work Management > Work Order > Create New. In the Work Order form, select the appropriate work order template from the Template field and save the form. The template information is used to: Copy the short description, priority, and billable status to the work order. The system also copies the qualification group to the work order form if this field is present. Qualification groups are not required when automatic qualification is configured. Work orders created from an incident, problem, or change request display the short description from the source task, even when a template is selected. Tasks for work orders created from templates always display the short description from the task template. Create any tasks, using the information from the work task templates. Create the parts requirements. If a part specified is out of stock, the system displays a message naming the part. Part requirements After all work order tasks are qualified, the parent work order state automatically changes to Qualified. At this point, you can request more information from the qualifier, if necessary, and source any parts required for the tasks. After all work order tasks are qualified, the parent work order state automatically changes to Qualified. At this point, you can request more information from the qualifier, if necessary, and source any parts required for the tasks. If a work order was created from a work order template, the system automatically adds the part requirements to the work order task. The examples in this page illustrate the use of part requirements with work orders; however, part requirements can be used with any application. To create part requirements and source parts, the part requirements option must be enabled in Field Service Configuration. Request additional information If there is not enough information to create transfer orders to move the necessary parts to where the agent can receive them, the dispatcher can request more details from the qualifier Navigate to Work Management > Dispatching > Dispatch Queue. Open a work order task in Pending Dispatch state. In the Work Notes field, enter a reason for returning the work order. Click Request more information. The task state changes to Draft and the work order state changes to Awaiting Qualification. If work management is configured for automatic qualification, the work order state remains at Qualified All rights reserved. 242

243 Source parts Sourcing a part is the process of reserving and obtaining an asset described in a part requirement record, either by ordering it from a vendor or transferring it from one stockroom to another. Users who can create work orders can create part requirements by using work order templates or by manually using the procedures on this page. Agents, qualifiers, and dispatchers, including users with the combination roles, can create and source a part requirement. A qualifier determines if parts are necessary to execute work order tasks. A dispatcher sources the part requirements and creates transfer order lines. A dispatcher or agent moves the parts through the transfer process. An agent accepts delivery of the parts and records part usage. Part requirements must be associated with a work order task. After parts are identified, a transfer order is created to move the parts from the stockroom where they are located to a different stockroom or directly to an agent. Agents can be selected based on skills and the availability of parts in their personal stockrooms. One work order task can have multiple part requirements and multiple transfer orders. In one work order task, multiple part requirements may require different items that can all be found in one stockroom. One transfer order can satisfy the part requirements. The transfer order will have multiple transfer order lines, each specifying a different item based on the part requirements. When one stockroom has all required items, a single transfer order line can fulfill the order when moving consumable assets. One or more transfer order lines may need to be created when moving non-consumable assets. If a single stockroom does not contain all the items needed for the part requirement, create an additional transfer order line to a different stockroom. Because the new transfer order line specifies a different stockroom, a separate transfer order is automatically created. One part requirement is then fulfilled by two separate transfer orders to two different stockrooms. Manage part requirements Create, copy, and delete part requirements as required for work order tasks. If the agent assigned to the task does not have the skills or parts required, you can select an agent that is better equipped to complete the task. Create a part requirement How to create a part requirement Navigate to Work Management > Work Order > All Work Orders. Open a work order. Open a work order task that is not in the Closed or Cancelled state. Do one of the following: Option Click Source. All tasks and part requirements are listed on the left. Point to any task or part requirement icon to obtain more information. Right-click a work order task and select Create Part Requirement. This method is useful if you are sourcing multiple parts for a work order task. In the Part Requirements related list, click New. This method is useful if you are sourcing a single part for a work order task All rights reserved. 243

244 5. Fill in the fields, as appropriate. Table 71: Part requirements fields Field Number Auto-generated number for the part requirement. Work order task Number assigned to the work order task. Model of the part model needed to complete the work order task. Required by date Date by which all parts should be delivered. The date is filled in automatically based on the task's expected travel start time. If necessary, change the date manually. Required quantity Total quantity necessary to complete the part requirement. This field becomes readonly when the full number of required parts has been sourced. Reserved quantity Total quantity that has been sourced already. Sourced Indicator for whether the required quantity for this part requirement has been reserved and transfer requested from one stockroom to another. Delivered Indicator for whether the transfer order lines under this part requirement have been delivered or not. Short description Contents of the Short description field from the parent work order. If the work order was created from an incident, problem, or change request, the short description of the part requirement is inherited from that record. If the work order was created automatically from a work order model, the short description is from model template. This field is not visible by default. 6. Click Submit. 7. If the part is out of stock, a message appears at the top of the form naming the part. If someone other than the qualifier will source the part requirement, create transfer order lines, move the part from a stockroom to an agent, and click Qualified. Note: Part requirement record numbers start with an SOPR prefix and the records are stored in the [sm_part_requirement] table in the Service Order Management application. Part requirements created in prior releases start with an WOPR prefix. Copy a part requirement Copy a part requirement to quickly create another, similar part requirement All rights reserved. 244

245 Part requirements can be copied by agents, dispatchers, and qualifiers, including users with the combination roles Navigate to Work Management > Work Order > All Work Orders. Open a work order. Open a work order task that is not in Closed or Cancelled state. Click Source. In the list on the left, right-click on a work order part number and select Copy Part Requirement. 6. This action copies the part requirement information to the clipboard. In the list on the left, right-click on a work order task number and select Paste Part Requirement. Delete a part requirement How to delete a part requirement. Qualifiers and users with a qualifier combined role can delete a part requirement Navigate to Work Management > Work Order > All Work Orders. Open a work order. Open a work order task that is not in Closed or Cancelled state. Click Source. 5. The Source work order task window appears, showing the part requirement records in the tree on the left. Right-click on part requirement number and select Delete Part Requirement from the context menu. The system deletes the part requirement without displaying a confirmation message. Source a part and assign an agent The work order sourcing option is useful when you want to assign a work order task to agents who already have the required parts in their stockroom or a specific agent who needs you to obtain the parts for them. The sourcing option shows the full list of tasks and part requirements to source for a work order or task. For each task, the agents and stockrooms that have the required parts are listed. Also, the skills and parts required for each task are displayed. Select an agent to see if the agent has the skills and parts required for the task. The time slots the agent is available within the work order window are shown to help you schedule task work efficiently Navigate to Work Management > Work Order > All Work Orders. Open a work order All rights reserved. 245

246 Open a work order task that is not in Closed or Cancelled state. Click Source. In the navigation tree of the sourcing screen, click a work order task. The Agent field under Agent info is populated automatically based on information provided in the work order task. 6. To specify a different agent, click the reference lookup icon ( ). Only agents that meet the criteria in the work order task are available for selection. The system populates the Skills and Parts fields automatically, based on the agent specified. If a not available icon ( ) appears next to a part, the specified agent either does not have the part or does not have enough units of the part to complete the task. Point to the icon to obtain information about how many units of the part are needed and how many units the agent has in their stockroom. To filter agents and reserve parts, click the arrow next to Agent info to expand the section All rights reserved. 246

247 9. Select the skills and parts options to filter the agents. Select Reserve parts in agent stockroom to reserve parts located in the specified agent's stockroom. This automatically sources the parts already present. In the Date field, select the date on which the work should take place. If the agent is available on the date specified, the Assign button appears in the Schedule field. 10. If necessary, you can update the Scheduled start and Scheduled end fields in the Task info section. If you change the Scheduled start and Scheduled end fields in the Part Requirements section at the top of the screen, the corresponding fields in Task info are also changed. If you make changes to the fields in the Task info section, the corresponding fields in the Part Requirements section are not changed. Any edits to the Estimated travel duration, Estimated work duration, or Scheduled start time fields on the Task form appear automatically in Task info. 11. Click Assign. 12. To revert your changes to Agent Info, click Refresh. You cannot use Refresh after you have saved the record. 13. Click Save All rights reserved. 247

248 The agent is not assigned until you save the record. 14. Source any parts the specified agent does not yet have reserved. In the left pane, select a part from the list of part requirements under the task. 15. Click Source Part and complete the transfer order. Transfer orders Transfer orders contain one or more transfer order lines. The transfer order defines delivery dates, the stockrooms involved in the transfer, and the general status of the order. A transfer order line describes the part, the quantity required, and the status of the part in the transfer process. creates a transfer order automatically when you create a transfer order line. You can add additional transfer order lines to a transfer order, as long as the transfer order is in the Draft stage. When any of the transfer order lines advance to the next stage, the transfer order stage also advances, and can no longer accept additional transfer order lines. Consumable and non-consumable models The transfer process is slightly different for consumables than it is for non-consumables. The transfer process is slightly different for consumables than it is for non-consumables. Consumable assets, such as computer keyboards, are not tracked individually in transfer orders. Non-consumable assets, such as network routers, are configuration items that are tracked individually in transfer orders. Consumable model: If the model being transferred is a consumable, the system can order all the items at once if you specify a Requested quantity on a single transfer order line. After the quantity is specified, determines whether the selected stockroom has enough quantity to fulfill the part requirement. If the stockroom cannot fill the entire part requirement, the system enters the quantity All rights reserved. 248

249 available in the stockroom automatically. For example, if the requirement is for 25 keyboards and the selected stockroom only contains 10, the available quantity of 10 is added. The user must create another transfer order line manually to order the remaining 15 keyboards from another stockroom. Non-consumable model: If the model being transferred is a non-consumable asset, create one transfer order line per asset. The system creates as many transfer order lines as the required quantity. This approach is used so that each configuration item can change its status and stockroom location independently. For example, if the part requirement specifies two Canon i960 Photo printers, and if manages these printers as configuration items, then the system generates two transfer orders lines - one per configuration item. After the agent receives the part (item state changes to In Stock and substate changes to Reserved) and uses it, the asset is listed as In Use by the caller who originated the work order. Create a transfer order How to create a transfer order Navigate to Work Management > Work Order > All Work Orders. Open a work order. Open a work order task In the Parts Requirements related list, click a Number. Click Source Part. A new Transfer Order Line form appears. The system completes the Model field automatically with information from the part requirement. You can select a different model, but it must be a substitute for the requested model. If you click the reference lookup icon ( ) beside the Model field, only the selected model and any substitute models that are in stock are listed. 6. Select a From stockroom All rights reserved. 249

250 7. Only stockrooms that have the model specified are included in the list. If no stockrooms are listed, the part is considered out of stock. Select a To stockroom. To deliver the items to an agent directly and skip the Received stage, select a personal stockroom as the destination. If no agent is assigned to the work order task, the transfer order line waits in the Received stage until an agent has been assigned. To use a part without transferring it, select the same non-personal stockroom for both the source and destination stockroom. This action moves the transfer order directly to the Received stage and sets the asset state and substate to In stock - Pending transfer. Note: An error occurs if the same personal stockroom is selected for both the source and destination stockroom. In this case, the transfer order line automatically moves to the Delivered stage even if no agent is assigned to the work order task. 8. Specify the Quantity requested. 9. If the first stockroom you select does not contain sufficient quantity, then repeat steps 2-5 until the entire quantity required is ordered. As you order from stockrooms, updates the number in the Reserved quantity field automatically. When the numbers in the Reserved quantity and Requested quantity fields on the Part Requirement form match, the system selects the Sourced check box. After one transfer order line is requested from the part requirement, you cannot change the part requirement. Select a Delivery method. Qualifiers, dispatchers, agents and users with combined roles can specify a delivery method for parts while a transfer order is in the Draft stage. The possible delivery options are: Standard Overnight Courier Agent Pickup 10. Click Submit. Merge transfer orders After you submit a new transfer order, examines all existing transfer orders attached to the current work order task to determine if the new transfer order can be merged with any of the existing ones. The system uses these criteria to merge transfer orders: Created from the Work Management application. (Configure the transfer order record to add the Type field.) In the Draft stage. Same From Stockroom. Same Destination Stockroom. If an existing transfer order matches these criteria, the new transfer order line is placed under the existing transfer order. If no existing transfer order matches these criteria, a new transfer order is created and the transfer order line is added. It is good practice to view the transfer order and ensure that all information is correct. For example, check that the Delivery by date on the transfer order is appropriate for the Required by date on the part requirement. Transfer orders created in the Work Management application are not merged or combined with transfer orders created from any other application, such as Procurement. When all the transfer order lines under a part requirement are delivered to the assigned agent's personal stockroom, the part requirement is marked Delivered. When both the consumable and non-consumable All rights reserved. 250

251 assets are delivered, the system changes their State to In stock and their Substate to Reserved (in Asset Management). Transfer parts Agents, dispatchers, and users with combined roles can transfer parts. Open a work order task in the Pending Dispatch state, and then open a transfer order from the Transfer Orders related list. Transfer the parts using the procedure in. Dispatch work order tasks After all work order tasks are qualified, the parent work order state automatically changes to Qualified. If you have already sourced parts and created transfer order lines, you are ready to begin dispatching work order tasks to agents, either from the dispatch queue or from the task map. Users with the wm_dispatcher, wm_initiator_qualifier_dispatcher, or wm_admin role can use these procedures. The examples in this page illustrate the use of part requirements with work orders; however, part requirements can be used with any application. You can dispatch work order tasks to qualified work agents from these locations: Dispatch queue: Dispatch tasks to agents manually from task records. Task map: Dispatch individual tasks using a Google map with geolocation. Visual Dispatch: Dispatch tasks using a graphical timeline. Request additional task information If there is not enough information to dispatch a task, the dispatcher can request more details from the qualifier Navigate to Work Management > Dispatching > Dispatch Queue. Open a work order task in Pending Dispatch state. In the Work Notes field, enter a reason for returning the work order. Click Request more information. The task state changes to Draft and the work order state changes to Awaiting Qualification. If work management is configured for automatic qualification, the work order state remains at Qualified. Dispatch a task from the queue After all request tasks are qualified, the parent request state automatically changes to Qualified. Role required: wm_dispatcher, wm_initiator_qualifier_dispatcher, or wm_admin Be sure the facilities administrator has sourced parts and created transfer order lines before dispatching work order tasks to agents Open a task. Select an assignment group for the task. Select an individual agent in the Assigned to field. The lookup list displays all of the agents in the assignment group. Click Update. The task is now dispatched in the Assigned state All rights reserved. 251

252 Auto-dispatch tasks Automatically match a task to a nearby agent with the skills and schedule needed to accomplish the task. The auto-dispatch feature evaluates an agent's dispatch group, assignment group, location, or skills before assigning a task Open a task. Click Auto-Dispatch. If the system cannot find an appropriate agent, it displays a failure message and leaves the task in the Pending Dispatch state. Dispatch a single task from the task map In some cases, you might need to dispatch an urgent task or reassign one to an alternate agent if the assigned agent is delayed or otherwise unable to perform the task. Only users with the wm_dispatcher or wm_initiator_qualifier_dispatcher role can display their tasks on the dispatch map directly from a task record and see the available agents nearby who have the skills to perform the task. A task cannot be displayed on the dispatch map without a location that has latitude and longitude defined Navigate to Work Management > Dispatching > My Dispatch Queue. Open the task you want to dispatch or reassign. Click the View Task on Map This button is only visible if the task contains a location with a defined latitude and longitude. The map that appears displays a red task icon with a black spot for the task, and shows icons for all nearby agents. Click View Filter. Select a skill level for the agents to display in the map. Match all needed skills Match some needed skills Match none of skills 6. Click Apply Filter The resulting list shows the agents on the map who match the skills selection. Click an agent icon to show the agent's name, skills, and schedule. Click the icon beside the agent's name to assign the task to that agent All rights reserved. 252

253 If the task can fit within the agent's schedule, the task is assigned to the agent and a confirmation message is displayed. If the agent's schedule cannot accommodate the task, the system displays a failure message and allows you to select a different agent. Visual dispatch The Visual Dispatch screen is similar to the timeline screen. The visual dispatch option is available on work order tasks in Pending Dispatch state with a Dispatch group assigned. Keep the following in mind when using visual dispatch: Visual dispatch can only be reached through work order tasks, not work orders. Users with the wm_dispatcher or wm_initiator_qualifier_dispatcher role can access visual dispatch, but only if they belong to the assigned dispatch group. Users with the wm_admin or admin role do not belong to any dispatch groups and cannot access visual dispatch. A single dispatch group may cover several assignment groups. An agent can belong to multiple assignment groups. Navigate to Work Management > Dispatching > Dispatch Queue. Open a work order task. Click Visual Dispatch in the header or under Related Links. The Visual Dispatch form has these characteristics: The agent list on the left is organized by assignment group. Tasks appear as horizontal bars in the schedule pane with travel times in blue and scheduled work times in purple. Unassigned tasks appear in the lower part of the screen. Assigned tasks appear in the upper part of the screen on the same row as their assigned agent. Gray bars indicate tasks that are in Work in Progress or Accepted state All rights reserved. 253

254 4. Change the perspective: Move the slider at the bottom of the chart right or left to scroll across the chart, or adjust the end points of the slider to change the magnification. A narrow slider zooms in on the tasks and provides a more detailed view of travel time and work time. A wide slider pulls the view out and makes more of the chart visible on the screen. Click a time interval, such as 1M for one month, from the options above the chart. The time interval zooms the chart in or out starting with the current time and date, which is signified by a vertical green line. Note that this does not hold true, however, if the slider is adjusted so that no tasks are visible. Specify a time interval by selecting From and To dates above the chart Point to a task to obtain more information about it. Change the duration of a task by clicking and dragging the left or right edge of the task bar. 7. The system prompts you to confirm any changes you make to tasks in the timeline. Move work and travel time simultaneously on the X (horizontal) axis by clicking and dragging the work or travel time for a task to a new location All rights reserved. 254

255 8. 9. Assign a work order task by dragging the task from the lower section of the screen to an empty slot in the timeline corresponding to an agent in the upper section of the screen. A single agent cannot have multiple work order tasks scheduled to take place at the same time. A message appears if the selected agent does not have the skills specified for the task. Reassign a work order task by dragging the task from one agent to the timeline of a different agent in the upper part of the screen. If a task has transfer orders that have shipped (in transit), the system displays a warning and blocks any attempt to reassign the task. If the transfer orders have been received or delivered, reassignment is permitted, and the assets are moved to a state of In Stock / Available. 10. Unassign a work order task by dragging the task from the upper section of the screen to the lower section where unassigned tasks are listed. Auto assignment The auto-assignment feature can be enabled for requests or tasks, depending on the (SM) application's configuration settings. If the Requests are assigned via auto-assignment option is enabled, requests are automatically assigned. If the Tasks are assigned via auto-assignment option is enabled, the tasks in a request are automatically assigned. When auto-assignment is enabled and a task is qualified or marked as Ready for Work, an appropriate agent is automatically assigned to the task and it is moved to the Assigned state. If the task cannot be auto-assigned, a user with the dispatcher role must adjust the values in the request or task form and then save the record. The system uses these criteria to assign agents automatically: Table 72: Auto assignment criteria Option Geolocation The system uses geolocation to find available agents when auto-assigning a task. Skills You can configure whether an agent's skills should be considered when auto-assigning a task. Availability Auto-assignment considers an agent's existing schedule when auto-assigning additional tasks. Task windows Auto-assignment attempts to schedule within any configured task windows. If a window cannot be scheduled for any available agents, autoassignment fails. Task dependencies considers any upstream task dependencies when auto-assigning a task All rights reserved. 255

256 Auto-assignment of a request and a task If you have the qualifier or initiator user role, you can automatically assign a task to a dispatch group when the Requests are assigned using auto-assignment option is set in the SM application's configuration. If you have the qualifier or initiator user role, you can automatically assign a task to a dispatch group when the Requests are assigned using auto-assignment option is set in the SM application's configuration. 1. In any SM application, do one of the following: Open a request in the Awaiting Qualification state or one that has been qualified automatically, and then open a task in the Draft state. Open a task in the Ready for Work state. Select an Assignment group. If the Tasks are assigned via auto-assignment and Auto-selection of agents will consider location of agents configuration options are set, enter a location. Auto-dispatch will fail unless the task contains a valid location. If the Tasks are assigned via auto-assignment option is enabled, create a schedule for this task in the Planned section, or let the system determine the times. For instructions, see Creating Work Order Tasks. By default, enters the current date and time in the Window start field. If you do not create a schedule or a fixed window, uses the start value to look for an agent who has that time slot open. Click Qualified or Ready for Work. The view returns to the previous page, and a success message appears. The system assigns an agent to the task, enters the agent's assignment group in the task record, and moves the state to Assigned. 6. If auto-assignment fails, the message indicates either that no agent was available or that the task did not specify a location. The system moves tasks that fail auto-assignment to the Remain in the Pending Dispatch state. To auto-assign a task that failed previously, enter any missing information or change the schedule, and save the record. Dispatch map The work management dispatch map uses geolocation data to show tasks and agents in the field. Users with the wm_dispatcher role or the dispatcher combination role can use the dispatch map to schedule and assign work order tasks. When the dispatch map opens, the view centers on the logged in user's location, as defined on the user record. Icons for tasks and agents provide access to scheduling information and links to related records. An administrator must activate the Work Management Geolocation plugin to enable the dispatch map. Agent starting position The system calculates the starting location of each agent from that agent's geographical coordinates. If geolocation is enabled, the agent's latitude and longitude are determined by information returned from the agent's mobile device. If geolocation is not enabled the agent's default location is the home office. uses these criteria to locate work agents at the beginning of the day: If the agent is routed for a future date, the system calculates the route from the home office All rights reserved. 256

257 If has current geolocation data for the agent at the start of the day, the system uses those geographical coordinates instead of the home office as the starting point for the agent's routing. If does not have current geolocation data for an agent at the start of the day or if geolocation tracking is disabled, the system uses the home office as the starting point. If the agent has a task that is still Work in Progress at the start of the current day, the system starts the agent's route for that day at the location of the unfinished task. The start time is set to the time of the scheduled completion of the unfinished task or the current time, whichever is later. Geolocation tracking Enable agent location tracking. In the default view of the User form, select the Geolocation tracked check box to enable agent location tracking. When the system tracks an agent, it updates the geographic coordinates whenever the agent loads a record on the Task [task] table or on a table that extends Task. After the initial update, the system continues to update the agent's geographic coordinates at recurring intervals if the agent does not close or reload the record. Administrators can set the length of this interval by editing a system property called Minimum amount of time between updating the user's location (in seconds). The default value for the geolocation update interval is 300 seconds, or 5 minutes. To access this property, navigate to Geolocation > Administration > Geolocation Properties. Note: The system can update geographic coordinates only for users who have location services enabled in their browsers. Even users who have the Geolocation tracked check box selected may be prompted by their browsers to share or withhold their location. Agent starting time Set a property that determines an agent's start time for the day. A property called Default start time for all work agents when no schedule is set, formatted as 08:00 determines an agent's start time for the day, unless that agent has another schedule or a task continued from the previous day. The default value for this property is 8:00. To edit the default start time, navigate to Work Management > Administration > Work Management Properties. Agent status The Field application determines an agent's work and schedule status throughout the work day. Work status To evaluate the agent's work status, the system checks the action the agent takes when updating a task and interprets it as a status. The status can be one of the following: On route On site On break Off work For example, when the agent starts travel to a task, the system considers the agent's status as On route. When the agent starts to work on a task, the agent's status is updated to On site. When an agent closes or cancels a task, the agent's status is updated to None in preparation for travel to the next task. You can view an agent's work status in the information box that opens when you click the agent's icon in the dispatch map or in an agent's user record. To display agent work status in the user record, navigate All rights reserved. 257

258 to User Administration > Users and configure the User form to show the Work agent status field. This action puts the status field on all user records. Schedule status You can view an agent's schedule status in the information box that opens when you click the agent's icon in the dispatch map or in an agent's user record. A green icon indicates that the agent is ahead of schedule. If the agent is behind schedule, the icon in the map appears in red. Possible statuses are: Ahead of schedule Behind schedule, between 30 to 60 minutes Behind schedule, less than 30 minutes Behind schedule, more that an hour On time To display the agent schedule status in the user lists and records, navigate to User Administration > Users and configure the User list and form to show the On schedule field. This action puts the schedule status field on all user records All rights reserved. 258

259 Figure 5: User form with On schedule field Tasks that are behind schedule appear highlighted in lists and forms. Red: Tasks that are more than one hour behind. Orange: Tasks that are between 30 and 60 minutes behind. Yellow: Tasks that are only 30 minutes behind. Dispatcher view The icons in the dispatch map mark the location of tasks and agents in your area and serve as access points to various records. You can manage tasks and routing from the map, filter the view, and determine at a glance what agents are on time or behind schedule All rights reserved. 259

260 To access the dispatch map, navigate to Work Management > Dispatching > My Dispatch Map. Users with the wm_dispatcher, wm_admin, or wm_initiator_qualifier_dispatcher role can manage tasks and agents in the map. The dispatch map opens in the geographical area containing the agents from any assignment group that is part of your dispatch group. These icons indicate the location of agents and tasks: Table 73: Dispatch map symbols Image Title Agent on schedule Current location of an agent selected in the filter. Agents with this icon are on time or ahead of schedule. Agent behind less than 30 minutes Current location of an agent who is less than 30 minutes behind schedule. Agent behind less than 60 minutes Current location of an agent who is between 30 and 60 minutes behind schedule. Agent behind more than 60 minutes Current location of an agent who is at least one hour behind schedule. Agent off the schedule Last known location of an agent who is not currently on the schedule or working on any tasks. Unassigned Unassigned tasks that are awaiting dispatch. Assigned Assigned tasks that have not yet been accepted. Accepted Tasks that have been accepted or tasks that are in progress. Multiple tasks Multiple active tasks clustered by proximity. Multiple agents Multiple agents clustered by proximity All rights reserved. 260

261 Image Title Agent/Tasks Combination of agents and tasks clustered by proximity. Figure 6: Dispatch map Clusters Tasks and agents are gathered together by proximity into clusters as you increase the altitude of the dispatch map view. Tasks are gathered into red clusters and agents are gathered into blue clusters. Counters in each cluster icon indicate the number of agents or tasks rolled up as the perspective changes All rights reserved. 261

262 When multiple agents and tasks are in one location, they can be gathered into purple clusters. This icon is created by a system property called Merge the task and agent markers on the geolocation maps with a new purple marker. This property is found in Work Management > Administration > Work Management Properties and is disabled by default. Figure 7: Dispatch map cluster Figure 8: Task cluster View task information View task information by clicking the task icon on the dispatch map. To view information about a task, click the icon. A popup window shows the task number, the name of the agent if one is assigned to the task, and the task description. By default, the system closes an open popup window before opening another. To allow multiple pop-up windows to remain open, navigate to System Properties > Google Maps and edit the If true, automatically closes a dispatch map information window before opening a new one property. The following information is included in an information popup window: SLA: Time remaining on an SLA, if one is affected by this task. Priority: Task priority by number, 1 being the highest and 5 the lowest. Skills Needed: Skills needed to perform the work. Parts Needed: Parts needed to perform the work All rights reserved. 262

263 Figure 9: Dispatch map task popup If multiple tasks exist in the same location, click the cluster icon to display the list of tasks by status. Click any entry to display summaries for all the tasks in a pane beside the map. You can access individual task records from this list. Figure 10: Dispatch map task pane Click the task number link to display the record in a pop-up. You can reassign a task to another agent using these fields: Dispatch group Assignment group All rights reserved. 263

264 Assigned to Note: If a task has transfer orders that have shipped and are in transit, displays a warning and blocks any attempt to reassign the task or to clear the Assigned to field. If the transfer orders have been received or delivered, reassignment is permitted, and the assets are moved to a state of In Stock / Available. For an unassigned task, click the Auto-Dispatch related link to let the system dispatch the task automatically. You can edit the task schedule in this record or create a task window All rights reserved. 264

265 Figure 11: Dispatch map task detail View agent information View details about an agent at a particular location by clicking the agent icon. A popup window shows the agent's schedule and these additional details: Status: Possible values are On route, On site, On break, Off work All rights reserved. 265

266 Last login: Time the agent last logged in to the instance. This field is updated automatically each time a user with geolocation tracking enabled views a task. On schedule: Possible values are On time, Behind schedule, and Ahead. The icon for an agent who is behind schedule appears in red on the map. The system highlights in red the name of the agent who is behind schedule in the Map View of all user records and lists. Assignment groups: All assignment groups this agent belongs to. Click the agent's name to open the user record. Only the Location field can be edited in this record. Click a task number in the schedule list to display the task record. Tasks that are behind schedule are marked in red. If more than one agent is in a location, the map gathers them together in a blue cluster icon. Click the cluster to display a summary pop-up window showing the agents at that location by dispatch group. Click any link in this list to display a detailed list of agents in a panel beside the map. You can open user records and tasks using the links in this list. Figure 12: Dispatch map agent detail All rights reserved. 266

267 Filter the map Filter the items that are visible on the dispatch map. To change the items visible in the map, click View Filter. These filters are available: Table 74: Dispatch map filters Title Show unassigned tasks All unassigned tasks are displayed by default. Clear the check box to hide unassigned tasks. Show assigned tasks All assigned tasks are displayed by default. Clear the check box to hide assigned tasks. On The current date is selected by default. You can change the date to view tasks for that day. Show my agent's work group All assignment groups are selected by default. You can select any assignment group in your dispatch group. Show agent All agents are displayed by default. When you select a specific assignment group, the choice list for agents shows only the agents in that assignment group. Figure 13: Dispatch map filter Click Apply Filter to apply your changes to the map. The view displays all tasks assigned to the agent selected in the filter. The icons are all numbered to show the sequence of the agent's route. Click Apply auto-routing to let decide the most efficient route to the agent's tasks. Auto-routing Auto-routing reorders an agent's tasks for the day as efficiently as possible using either geolocation or straight line estimation. Properties are used to configure the system's estimates by adjusting: Travel time between tasks. Task windows that are either fixed or flexible. Task dependencies that require the completion of a prerequisite task. Toll road routing that is either enabled or disabled All rights reserved. 267

268 Rush hour and other specified time buffers. If a task cannot be auto-routed because of an impractical or missing location or because the task window cannot be scheduled, the system displays a message advising that the unroutable task was not included in the new sequence. Dependent tasks cannot be auto-routed if the routing would produces a circular relationship. The system returns any unroutable task to the Pending Dispatch state. Figure 14: Agent map with auto routing Google Maps API for Business Geolocation uses Google Maps API for Business to calculate the most efficient route between tasks, using real-time positioning All rights reserved. 268

269 To use geolocation, you must provide a Google Key and client ID. For more information, go to Google Maps API for Business. Straight line estimates If you do not have Google Maps API for Business, the system uses built-in time and distance estimates based on latitude and longitude to determine the best route for the agent. Routing restrictions Certain general restrictions apply to auto-routing. If you attempt to auto-route more than 200 tasks, routing fails and the system displays a message describing the error. If a task cannot be auto-routed because of an impractical or missing location, or because the task window cannot be scheduled, displays a message advising that the unroutable task was not included in the new sequence. Dependent tasks cannot be auto-routed if the routing would produce a circular relationship. Note: The system returns any unroutable task to the Pending Dispatch state. Assign a task You can assign agents to unassigned tasks using the dispatch map Navigate to Work Management > Dispatching > My Dispatch Map. Select a filter view for the day and the assignment group you want to see. Click an unassigned task in the map, marked by a red icon. A pop-up window shows the unassigned task and a description. 4. Click the icons of nearby agents and examine their schedules. An agent's schedule shows each assigned task and its work duration. The tasks appear in the sequence defined manually by the dispatcher or by the agent using the auto-routing feature All rights reserved. 269

270 Locate an appropriate agent with available time to perform the unassigned task. Click the number of the unassigned task to display the record in a pop-up on the map. Select the available agent in the Assigned to field. Only agents from the current assignment group are available for selection All rights reserved. 270

271 8. Click Update. The red icon on the map turns blue, indicating that the task is assigned but not yet accepted by the agent. The icon turns green when the agent accepts the task All rights reserved. 271

272 Assign a single task In some cases, you might need to dispatch an urgent task or reassign one to an alternate agent if the assigned agent is delayed or otherwise unable to perform the task. Only users with the wm_dispatcher or wm_initiator_qualifier_dispatcher role can display their tasks on the dispatch map directly from a task record and see the available agents nearby who have the skills to perform the task. A task cannot be displayed on the dispatch map without a location that has latitude and longitude defined. A task assigned in this manner can be accepted or rejected by the agent Navigate to Work Management > Dispatching > My Dispatch Queue. Open the task you want to dispatch or reassign. 3. Click the View Task on Map The task is not visible in the Draft, Closed Complete, Closed Incomplete, or Cancelled state. The map that appears displays a red task icon with a black spot for the task, and shows icons for all nearby agents. Click View Filter. Select a skill level for the agents to display in the map. The default filter selects all agents in the vicinity. The icons in the map indicate agents with these skill combinations: Match all needed skills Match some needed skills Match none of skills 6. Click Apply Filter The system displays the agents on the map who match the skills selection. Click an agent icon to show the agent's name, skills, and schedule. Click the icon beside the agent's name to assign the task to that agent All rights reserved. 272

273 If the task can fit within the agent's schedule, the system assigns the task and displays a confirmation message. If the agent's schedule cannot accommodate the task, the system displays a failure message and allows you to select a different agent. Execute work order tasks After the dispatcher dispatches work order tasks, the system automatically sends the tasks to the assigned agent's queue. The agent has the option to accept or reject the work order task. If the agent accepts the task, the task state automatically changes to Accepted. If the agent who accepts assignment of a work order task does not yet have a personal stockroom, the system creates a personal stockroom automatically with the name Personal stockroom - <first and last name of agent>. If the wm_agent role is ever removed from the user, the personal stockroom is deleted. The examples in this page illustrate the use of tasks with work orders; however, tasks can be used with any application. The system provides an agent with these methods for managing work order tasks: Agent task map: The agent task map displays an agent's location and the location of that agent's tasks for the day in a familiar Google Map. The agent map is available when the Work Management Geolocation plugin is active. This map allows for the general scheduling of tasks and provides estimates of an agent's location. Precise agent locations and some automatic features are available when your organization purchases a Google Maps API for Business key and enters it into the system. Task queue: It the task map is not available, an agent can manage assigned tasks and their schedule directly from a queue accessed from the application navigator. Accept or reject a work order task How to accept or reject a work order task Navigate to Field Service Automation > Work Order > My Work Order Tasks. Open a work order task. Click Accept or Reject. Note: You can also accept multiple tasks from the list by selecting the appropriate check boxes and then selecting Accept from the Actions choice list. Reasons for rejecting tasks An agent can reject a work order task for reasons such as being unavailable at the appropriate time or not having the skills required for the task All rights reserved. 273

274 A work order task can only be rejected if the agent has not started travel or work for the task. If you reject the task, you must include a reason in the Work Notes field. A rejected work order task returns to the Pending Dispatch state so the dispatcher can assign the task to a different agent. Task dependencies When an agent accepts a downstream task that is dependent on another task, the downstream task can be started before the upstream task is complete. When the agent clicks Start Work, a message states that open task dependencies exist and asks if the agent wants to start work. If the agent clicks OK, the task state changes to Work in Progress. If the agent clicks Cancel, no change occurs and the task remains in the Accepted state. Execute a task from the agent map As an agent, you can accept or reject tasks assigned to you using features in the agent task map, or take on unassigned tasks near you if your schedule permits. You can use the auto-routing feature in the map to have the system determine the most efficient route. Initial routing shows the sequence established when the dispatcher assigned the tasks. Auto-routing locates you using your mobile device and creates an ideal schedule based on variables such as location, task duration, travel time, or any task windows. The agent map, which displays color-coded icons for the tasks and your current location, is updated as you complete each task. To access the map, users with the wm_agent role navigate to Work Management > Agent > My Map. Tasks that are in one of these states are visible on the map: Assigned Accepted Pending Dispatch Work in Progress Note: These procedures assume that the Work Management Geolocation plugin is active, and the Google Maps API for Business key has been entered into the appropriate Google Maps property. Agent map symbols The agent map shows your location, the tasks assigned to you for the current day, tasks that have been accepted, and other tasks that have not yet been assigned. Task icons are color coded and display automatic sequence numbers indicating the order in which the dispatcher has scheduled the tasks initially. Table 75: Task icons Icon Title Agent Your current location on the map. Assigned Assigned tasks that have not yet been accepted All rights reserved. 274

275 Icon Title Accepted Tasks that have been accepted or tasks that are in progress. Unassigned Unassigned tasks that are awaiting dispatch. These tasks are available for an agent to accept to fill gaps in a schedule. Multiple tasks Multiple tasks clustered by proximity. the system gathers tasks together by proximity into a cluster as you increase the altitude of the map view. Counters in the cluster icon indicate the number of tasks rolled up as the perspective changes All rights reserved. 275

276 Figure 15: Agent map Agent location The system calculates your location from a set of geographical coordinates. These coordinates are updated at a predefined interval based on geolocation data returned by your mobile device. Your position at the beginning of the day might be calculated from mobile device coordinates or from the location of the home office, whichever is more current. If you are starting the day completing a task that carried over from the previous day, the system uses the location of that task as your starting position. The system uses your precise location throughout the day to calculate accurate travel times, route your tasks automatically, and schedule fixed time windows. Manage tasks on the map The icons in the task map mark the location of tasks assigned to you and any unassigned tasks in your area. You can manage your tasks and routing from the map, filter the view, and accept unassigned tasks All rights reserved. 276

277 View work order task information Click the task icon on the agent map to view task details. A summary pop-up window shows the task number and description, the name of the agent if one is assigned to the task, and other important information. Click a cluster icon to display a summary pop-up listing the number of tasks at that location by State. Click any entry to display detailed summaries for all the tasks in a pane beside the map. You can access individual task records from this list. The following information is included in a summary pop-up window for a single task and in the summary pane for a task cluster: SLA: the time remaining on an SLA, if one is affected by this task. Priority: the task priority by number, with 1 being the highest priority and 5 being the lowest. Skills needed: the agent skills needed to perform the work. Parts needed: the parts needed to perform the work. Figure 16: Agent map with task popup Click the task number link in the summary pop-up or in the summary pane to display the task in a record pop-up. Use the controls under Related Links to accept or reject a task and to update your work status by starting or completing a task All rights reserved. 277

278 Figure 17: Agent map with task details Use the filter Use the filter to change the items visible on the agent map. To change the items visible in the map, click View Filter. Use the filter to show and hide tasks, the routing sequence numbers, or your location, and to change the date to view another day's tasks. You can also let the system choose your route for you All rights reserved. 278

279 Table 76: Filters Filter Show unassigned tasks All unassigned tasks are displayed by default. Clear the check box to hide unassigned tasks. Show assigned tasks All assigned tasks are displayed by default. Clear the check box to hide assigned tasks. Show my location Your current position. If the system cannot locate you automatically by mobile device, the location is the site of a continuing task or the home office. Show routing numbers Show or hide routing numbers on tasks dispatched for that day. On The current date is selected by default. You can change the date to view tasks for that day. Click Apply Filter to apply your changes to the map. Click Apply auto-routing to let the system decide the most efficient route for your tasks. Auto-routing Auto-routing reorders an agent's tasks for the day as efficiently as possible using either geolocation or straight line estimation. Properties are used to configure the system's estimates by adjusting: Travel time between tasks. Task windows that are either fixed or flexible. Task dependencies that require the completion of a prerequisite task. Toll road routing that is either enabled or disabled. Rush hour and other specified time buffers. If a task cannot be auto-routed because of an impractical or missing location or because the task window cannot be scheduled, the system displays a message advising that the unroutable task was not included in the new sequence. Dependent tasks cannot be auto-routed if the routing would produces a circular relationship. The system returns any unroutable task to the Pending Dispatch state All rights reserved. 279

280 Figure 18: Agent map with auto routing Start work What to do when you are ready to begin travelling to the first task. 1. Open the task record from the map, and click Start Travel under Related Links. 2. The system enters the time in the Actual travel start field. When you arrive at the job site and begin the task, open the task record, and click Start Work under Related Links The system enters the time in the Actual work start field. When the work is done, open the task record and add a work note describing what you did to complete the task. Click Close Complete under Related Links All rights reserved. 280

281 The system redraws the map and removes the icon for the completed task. The next accepted task in the route is relabeled as number 1. The agent icon appears at the site of the last location update. Pick up an unassigned task Agents can assign themselves nearby unassigned tasks directly from the agent task map. Agents can assign themselves nearby unassigned tasks directly from the agent task map. This might be necessary to complete a schedule when a another task is cancelled or a fixed task window cannot be met. Make sure the task's scheduled start time and duration fit into your route and that the travel time is realistic. If the task does not fit into the available time slot in your schedule, the system blocks the assignment and displays a warning To pick up an unassigned task, click a red icon near you and open the task record. Under Related Links, click Assign to me. If the task can be assigned to you, one of the following occurs: 3. If you belong to more than one assignment group, you are asked to select a group. Only the assignment groups that belong to the dispatch group of the task are displayed. If you belong to only one assignment group, the system assigns the task to you and enters your assignment group in the Work Order Task form. If the assignment is allowed, the task state changes to Accepted, and the icon on the map turns green. In the task form, the Start Travel and Start Work links appear under Related Links. Execute a task from the queue If the agent task map is not used in your organization, you can manage assigned tasks from the task queue. 1. Navigate to Work Management > Agent > Assigned to me All rights reserved. 281

282 2. 3. Open a work order task. When parts are delivered or picked up from a stockroom, acknowledge the delivery. a) In the Transfer Orders related list, open the transfer order. b) In the Transfer Order form, open a record from the Transfer Order Lines related list. c) Click Receive to acknowledge delivery from an external stockroom, or click Deliver if the part is located in your personal stockroom. 4. Click Start Travel when you begin travel to the remote site This is mandatory if the Scheduled travel start field is completed. Click Start Work when you begin working on the task. When work is complete, record any asset usage. Add a description of the work you did to the Work notes field. 8. This is required to close the task. Close the task. Note: The Start Work and Start Travel buttons appear together on the form. When you click Start Travel, that button disappears. If no travel is scheduled, and you click Start Work, both buttons disappear All rights reserved. 282

283 Pick up an asset Agents can view a consolidated list, grouped by stockroom, of all their assets that are waiting to be picked up. The agents can physically pick up the assets and then record them as delivered. The list contains transfer order lines in the Received or In Transit stage with a work order task that meets the following criteria: 1. Assigned to the agent In the Accepted or Work in Progress state Navigate to Work Management > Pick Up/Drop Off > My Pick Up List. The Transfer Order Lines list is displayed in PickUpList view. Figure 19: Pickup list Optional: Click text in any column to obtain more information about, for example, the transfer order, the transfer order line, or the asset. After physically picking up the items, select a check box next to the transfer order column, then go to the Actions choice list and select Deliver All rights reserved. 283

284 Figure 20: Pickup list marked as delivered Use drop off lists Agents use drop off lists to return items that are in their personal stockroom. An item may need to be returned because it is defective or not needed to complete a work order task. Agents can create a drop off list of items to send the items to a different stockroom using a transfer order. Agents also have the option to physically drop items off at a stockroom and note the drop off in the Work Management application. An asset must meet the following criteria to be added to an agent's drop off list: Located in the agent's personal stockroom Drop Off check box selected on the transfer order record One of the following: Substate is Defective Asset was not used and the work order task is in Closed Complete state Create a drop off list Agents can create a drop off list of assets at any time. Agents can create a drop off list of assets at any time. For example, the agent might have several assets that were removed when completing a work order task and all of the assets need to be returned to a different stockroom. After creating a drop-off list, there are two ways to add items to the list. Use the Add Defective button to add items that are in their personal stockroom with a substate of Defective. For more information about defective items, see Recording Asset Usage. Create a transfer order line for an item in the personal stockroom All rights reserved. 284

285 The item cannot have a substate of Reserved or Defective, and cannot already be included on another drop off list Navigate to Work Management > Pick Up/Drop Off > Create Drop Off List. Select a To stockroom. Click Submit. Do one or both of the following: Click Add Defective to add all defective items in your personal stockroom to the drop off list. In the Transfer Order Lines related list, click New, select a Model, and click Submit. Only items in an agent's personal stockroom that are not reserved, not defective, and not included on another drop off list are available for selection. View a drop off list Agents can view a consolidated list, grouped by stockroom, of all items that have been added to drop off lists by all agents Navigate to Work Management > Pick Up/Drop Off > All Drop Off Lists. Expand a group by clicking the arrow beside the group name. Drop off an asset Agents can physically drop assets off at a stockroom. If a dropped off item was not used, it is automatically placed in In Stock - Available state. If a dropped off item is defective, it is automatically placed in In Stock - Defective state Navigate to Work Management > Pick Up/Drop Off > My Drop Off List. The Transfer Order Lines list is displayed in DropOffList view. Optional: Click text in any column to obtain more information about, for example, the transfer order or stockrooms. After physically dropping off the items, select the check box beside the item, then go to the Actions choice list and select Drop Off All rights reserved. 285

286 Record asset usage The system tracks the consumable and non-consumable parts that were used or changed during the execution of work order tasks. After a part is delivered, the agent can click the Asset Usage related link on the work order task record to update these status settings: Table 77: Asset status settings Setting Used When a work order is closed and the agent used the asset, the asset usage record status is Used. If the asset was a non-consumable, the asset is marked as being In Use and assigned to the caller identified on the work order. If the asset was a consumable, the asset is marked as Consumed. Not used When a transfer order line is delivered to an agent, the system creates a new asset usage record with a status of Not Used. If the agent did not use the asset and the work order task is closed, the asset usage record remains Not Used. The asset is marked as In Stock Available in the agent's personal stockroom. Removed If an agent removes an asset from the configuration item on the work order, the agent can record the work by clicking Add Removed Asset on the Asset Usage list. Assets are most often removed because they were not working. These assets are marked Defective Navigate to Work Management > Agent > Assigned to me. Open a work order task. View the Asset Usages related list. 4. The Asset Usages related list appears after parts in a transfer order line are delivered to the agent. Find the appropriate asset in the list and do one of the following: If the asset was not needed, leave the status as Not Used. Assets can be returned to a stockroom. If the asset was used to complete the work order, click the number in the Quantity column and click Use Asset. The asset status changes to Used. If you remove an asset from the configuration item on the work order, record the work by clicking Add Removed Asset. Record an incidental expense Agents can track incidental expenses required to complete a work order task. Agents can track incidental expenses required to complete a work order task. Incidental expenses, or incidentals, are distinct from other expenses related to work orders, such as part requirements. Incidentals represent expenses that arise during the execution of a task or that are otherwise related to the task All rights reserved. 286

287 Incidentals are classified by type. Work management provides incidental types to track the costs of car rentals and miles traveled. An organization can create additional types to meet their needs. You can generate incidentals for a task at any point during the task life cycle. For example, work management administrators might create an incidental in the Pending state before an agent begins work, based on an anticipated expense. Agents might create incidentals in the Incurred state as expenses arise during work. Work management administrators and agents can view all incidentals by navigating to Work Management > Agent > Incidentals. When an incidental record is created, the system generates an expense line if the following conditions are met: The state is Incurred. The type is not None. The cost is greater than zero. The expense line is deleted if any of these conditions change. Role required: wm_admin or wm_agent role Open a work order task. In the Incidentals related list, click New. Fill in the fields as appropriate (see table). Table 78: Incidental expense form fields Field Work order task [Read-only] Task from which the incidental was created. Type Kind of incidental: Mileage and Car Rental All rights reserved. 287

288 Field Cost Total cost of the incidental. If the type is Mileage, the cost is read-only and is automatically calculated by multiplying Quantity and Cost per mile. If the type is Car Rental, enter the total cost of rental expenses. Quantity Number of units for the incidental. This field is required if the type is Mileage; enter the number of miles traveled. This field is hidden if the type is Car Rental. State Status of the expense: Pending or Incurred. Cost per mile Average cost of transportation per mile. This field is visible only if the type is Mileage. Helpful information about the incidental expense. Close a work order task as complete Only agents can close work order tasks assigned to them. If the caller's problem was fixed or resolved, use the Close Complete option Navigate to Work Management > Agent > Assigned to me. Open a work order task. Add information to the Work notes field. The notes should include a description of the work done and any other helpful information. Optional: Enter a date and time earlier than the current date and time in the Actual Work End field. You cannot add a date and time later than the current date and time. 5. If you do not enter a date and time, the system adds the current date and time automatically when you click Closed Complete. Click Close Complete. The status of all unused parts automatically changes to In-Stock. The state of the parent work order automatically changes to Closed - Complete if all work order tasks on the work order have a state of Closed - Complete or Canceled. Close a work order task as incomplete Only agents can close work order tasks assigned to them. If the problem was only partially fixed or resolved, use the Close Incomplete option Navigate to Work Management > Agent > Assigned to me. Open a work order task. Click Close Incomplete. In the Create a follow on task field, do one of the following: All rights reserved. 288

289 5. Select Yes to have a new work order task cloned and, if this task is the last remaining task to complete, prevent the work order from closing. After the follow on task is done and marked Closed Complete, the status of the work order changes to Closed Complete even though the task that generated the follow on task was marked Closed Incomplete. Select No to close the work order task. In the Reason for the incomplete closure field, enter information about why the task could not be completed. The information entered is added to the Work Notes field on the work order task form. The status of all unused parts automatically changes to In-Stock. The state of the parent work order automatically changes to Closed - Incomplete if all work order tasks have a state of Closed - Complete or Canceled and at least one task has a state of Closed - Incomplete. Cancel a work order task The Cancel option is appropriate if a work order task is no longer necessary or is a duplicate of another work order task. Work orders and work order tasks cannot be canceled while in Closed Complete or Closed Incomplete state. When you cancel a work order task, the system automatically: Cancels all associated transfer orders if the items have not already shipped. If the items have shipped, the system blocks the cancellation of the task until the parts are delivered. Removes all upstream and downstream dependencies. Changes the state of the parent work order to Canceled if all associated work order tasks are Canceled. Removes all part requirements without a transfer order line. Retains all asset usage information. Work order tasks can be canceled by users with these roles: Table 79: User roles Role Initiator Can cancel a work order, which automatically cancels all associated work order tasks. Qualifier Can cancel work orders and work order tasks. Dispatcher Can cancel work orders and work order tasks. Agent Can cancel work order tasks assigned to them. Work Management Administrator Can cancel any active work order or work order task at any time. Navigate to Work Management > All Work Orders. Open a work order. Open a work order task. In Work notes, enter a cancellation reason. Click Cancel. An error message appears if text is not entered into the Work Notes field All rights reserved. 289

290 For traceability, auditing, and possible deletion, work management administrators need to know the reason why a work order or work order task was canceled. Field service groups Work orders and work order tasks can use several different types of groups. Qualification, type is qualification Dispatch, type is dispatch Assignment, type is work Vendor, type is vendor Before using field service automation in a production environment, create at least one group of each type to cover all locations. Field service group information can be found in User Administration > Groups and Work Management > Administration. Qualification Groups A qualification group is a set of users who can provide technical information regarding the work to be performed to fulfill a work order or work order task. If one qualification group covers the location specified on the work order, the group name is automatically added to the Qualification group field on the work order when the work order state changes to Awaiting Qualification. If no qualification group or more than one qualification group covers the specified location, the Qualification group field is not automatically populated; information can be added manually. If no qualification group is assigned, the work order can remain without a qualification group and proceed through the work order life cycle. However, it is good practice to set up location coverage and qualification groups. Note: The Qualification group field is hidden in the Work Order form when Field Service Automation is configured for automatic qualification. Dispatch Groups A dispatch group is a set of users who can select an agent to complete a work order task. Dispatch groups are filtered based on location coverage. If only one dispatch group covers the location specified on a work order task, that group is added to the Dispatch Group field on the work order task record automatically. If multiple dispatch groups cover the specified location, use the lookup list to select a dispatch group. If no dispatch group is assigned, the work order task cannot progress to the Pending Dispatch state. Assignment Groups An assignment group is a set of agents or vendors, filtered by location, from which an individual agent or vendor should be selected to complete a work order task. If a dispatch group has been identified and the dispatch group only covers one assignment group, that assignment group is added to the Assignment Group field on the work order task record automatically. If the identified dispatch group covers multiple assignment groups, use the Assignment Group field lookup list to select an assignment group. If the Assignment Group field is empty, the system searches for assignment groups covering the territory that includes the work order task's location All rights reserved. 290

291 Note: When an assignment group of type Vendor is created, be sure to assign a manager to the group who has the vendor manager role for assigning and controlling vendor tasks. Also be sure to add vendors to the group. Groups in Field example Following is an example of how locations, qualification groups, dispatch groups, and assignment groups can be created and used together for field service automation. The best approach is to create locations first, then create the different types of groups and associate locations to the groups. Company ZYX has a group of field service automation agents that cover four locations: San Diego Los Angeles San Jose San Francisco Figure 21: Group locations There are two qualification groups that qualify work orders and work order tasks: Southern California All rights reserved. 291

292 Northern California The Southern California qualification group covers the San Diego and Los Angeles locations. The Northern California qualification group covers the San Jose and San Francisco locations. Figure 22: Qualification group There are four dispatch groups that select agents to complete work order tasks: San Diego Los Angeles San Jose All rights reserved. 292

293 San Francisco Each dispatch group covers their corresponding location. Figure 23: Dispatch group There are 4 assignment groups of agents that complete work order tasks: San Diego Los Angeles San Jose San Francisco All rights reserved. 293

294 Each assignment group covers their corresponding location. Figure 24: Assignment group Using the four locations and the different groups, field service tasks can follow a logical flow based on location. The work is qualified, dispatched, and then performed by people who are as close to the work site as possible for maximum efficiency. For example, a work order with San Francisco specified in the Location field is created. A member of the Northern California qualification group qualifies the work order by adding detailed information. A member of the San Francisco dispatch group selects an agent from the San Francisco assignment group to perform the tasks All rights reserved. 294

295 Field SLAs SLAs track the service level provided by groups and individuals. When you create a work order, the system automatically assigns it a default service level agreement (SLA) based on priority level. If you change the priority of the work order, the system cancels the current SLA and applies the SLA appropriate for the new priority. The SLA timer continues to run even if the priority is changed. The three default SLAs used for work orders are: Table 80: Default SLAs SLA WM - 5 business days Assigned to work orders with a priority level of 4 (Low) WM - Next business day Assigned to work orders with a priority level of 3 (Moderate) WM - Same business day Assigned to work orders with a priority level of 2 (High) or 1 (Critical) Users with the wm_admin role can create and edit SLAs or delete them from work orders. Changes to an SLA are used in new work orders, but they do not affect existing work orders that use the SLA. Note: The SLA applies to the work order. All associated work order tasks must be completed within the SLA time period to meet the SLA. Manage a work order SLA View and manage work order SLAs from the Work Order form or the Work Order Task form. Role required: wm_admin, wm_dispatcher Activities include suspending and resuming SLAs and deleting SLAs from a work order. To view the list of work orders with SLAs, navigate to Work Management > Dispatching > Work Order SLAs All rights reserved. 295

296 View a task with a SLA View all work order tasks associated with work orders that have SLAs. Role required: wm_admin, wm_dispatcher 1. Navigate to Field Service > Work Order > Work Order Tasks With SLAs. 2. Tasks that are behind schedule are highlighted according to how delinquent they are. To view SLAs for a work order, select the Task SLAs related list in the Work Order form. The information in this list includes: Table 81: Work order form Information Actual elapsed time Total running time of the SLA since it started, including any time that has passed since a breach All rights reserved. 296

297 Information Actual elapsed percentage Total percentage of the SLA time period that has elapsed. This value can rise above 100% after a breach and increases until the task is completed. Actual time left Total time remaining until this SLA breaches. When the Actual elapsed percentage reaches 100%, this value is set to 0 seconds. Business elapsed time Amount of time that has elapsed for this SLA within the business calendar. For example, if the business calendar for this SLA is from 8am to 5pm on weekdays, then the running time for the SLA is computed between these hours only and not on weekends. If no business calendar is in effect, the business elapsed time is the same as the actual elapsed time. Business elapsed percentage Percentage of the SLA time period that has elapsed on the business calendar for this SLA. If no business calendar is in effect, the business elapsed percentage is the same as the actual elapsed percentage. Business time left Time remaining on the business calendar until this SLA is breached. If no business calendar is in effect, the business time left is the same as the actual time left. When the Business elapsed percentage reaches 100%, this value is set to 0 seconds. Suspend and resume SLA timing from a work order Pause and resume the timing on a work order SLA from the work order. Role required: wm_admin, wm_initiator, wm_qualifier, wm_dispatcher, or a combination role This is useful if a qualifier or dispatcher is waiting for information from the caller or for other actions to take place before continuing the work order. Note: Initiators cannot view the SLAs attached to the work orders they suspend or resume. 1. Navigate to a work order with an SLA using the path visible to your role: Work Management > Dispatching > Work Order SLAs Work Management > Awaiting Qualification Work Management > Work Order > Draft Work Orders Select an active work order. On the work order record, add a work note explaining why the work order is suspended. Click Suspend. 5. The system sets the Stage of the SLA to Paused. Click Resume to restart the SLA All rights reserved. 297

298 The system resets the SLA to its previous stage. Suspend and resume SLA timing from a work order task Pause and resume the timing on a work order SLA from a work order task. Role required: wm_admin, wm_qualifier, wm_dispatcher, wm_agent, or a combination role This is particularly useful for agents because it enables them to suspend the timing on the parent work order if they are waiting for information or for others to perform actions. 1. Navigate to a work order task with an SLA using the path visible to your role: Field Service > Work Orders > Work Order Tasks with SLAs Field Service > Work Order > My Work Order Tasks Field Service > Work Order > Assigned to me Select an active work order task. Add a work note explaining why you are suspending the work order. Under Related Links, click Suspend Work Order. 5. The system sets the Stage of the SLA to Paused. Click Resume Work Order to restart the SLA. The system resets the SLA to its previous stage. Delete an SLA from a work order Remove an SLA from a work order but leave it available for use with other work orders. Role required: wm_admin Navigate to Field Service > Dispatching > Work Order SLAs. Open a work order. In the Task SLAs related list, select the check box beside the SLA name. In the Actions choice list, select Delete. Use the SLA map View open work order tasks and their SLA status. The SLA map view allows users with the wm_admin, wm_dispatcher, or dispatcher combination role to quickly see open work order tasks that are in danger of breaching their SLAs. When the SLA map appears, the view is centered on the logged in user's location, from the Location field on the user record. Each task's icon color indicates the level of the SLA's Business elapsed percentage. This is the percentage of the SLA duration that has expired on the applicable business calendar, if one exists. For example, a work order with an SLA of 5 business days starts on a Friday. On Tuesday the actual elapsed percentage for the SLA reaches 100%. However, the business elapsed percentage does not reach 100% until Thursday, because the business calendar shows that a business day runs from 8am to 5pm on weekdays. If the SLA breaches on Thursday, the business elapsed percentage continues upward from 100% until the task is completed. If no business calendar is in use, the business elapsed percentage equals the actual elapsed percentage All rights reserved. 298

299 Access the map How to access the SLA map. Role required: wm_admin, wm_dispatcher, or dispatcher combination role To access the SLA map, navigate to Field Service > Dispatching > My SLA Map. The map opens in the geographical area containing work orders with SLAs that are assigned to your dispatch group. SLA map symbols Icons in the SLA map and what they represent. Table 82: SLA map symbols Icon Title Agent on schedule Current location of an agent selected in the filter. Agents with this icon are on time or ahead of schedule. Agent behind less than 30 minutes Current location of an agent who is less than 30 minutes behind schedule. Agent behind less than 60 minutes Current location of an agent who is between 30 and 60 minutes behind schedule. Agent behind more than 60 minutes Current location of an agent who is at least one hour behind schedule. Agent off the schedule Last known location of an agent who is not currently on the schedule or working on any tasks. Green Tasks with a business elapsed percentage from 0 to less than 25. Yellow Tasks with a business elapsed percentage from 25 to less than 50. Orange Tasks with a business elapsed percentage from 50 to less than 75. Red Tasks with a business elapsed percentage over 100. Multiple tasks Multiple active tasks with SLAs, clustered by proximity All rights reserved. 299

300 Icon Title Multiple agents Multiple agents, clustered by proximity. Agent/Tasks Combination of agents and tasks with SLAs, clustered by proximity. Filter the SLA map How to filter the SLA map. Role required: wm_admin, wm_dispatcher, or dispatcher combination role 1. Click View Filter. These filters are available: Date: Select the date you want to search. Show agents current location: Show or hide agent locations on the map. By default, all agents are shown. Select the desired filters. Click Apply Filter to apply your changes to the map. Manage a task with an SLA How to access and manage tasks with SLAs. Role required: wm_admin, wm_dispatcher, or dispatcher combination role 1. Click the task icon to display a pop-up window with these SLA details: Table 83: SLA details Title SLA Name of the SLA. Time left Business elapsed time remaining on the SLA. Priority Task priority by number, where 1 is the highest and 5 the lowest. Skills Needed Skills needed to perform the work. Parts Needed Parts needed to perform the work All rights reserved. 300

301 Click the task number link to display the record in a pop-up window in the map. Select the Task SLAs related list to view the SLA details. The list shows the following SLA values: Table 84: SLA values Title SLA Name of the SLA. Click this link to view the SLA definition and its schedule. Start time Time the SLA started. Stage Status of this SLA, such as In progress, Completed, or Breached. Business elapsed percentage Percentage of time that has elapsed for this SLA on the business calendar. If no business calendar exists, then this value is the same as the actual elapsed percentage. Business time left Amount of time remaining for this SLA on the business calendar. If no business calendar exists, then this value is the same as the actual time remaining All rights reserved. 301

302 Service management states From creation until closure, SM application requests for work (for example, work orders and facilities requests), and their respective tasks follow a life cycle tracked by the State field in Field Service Management and Facilities. The life cycle is controlled through business rules and UI actions that are updated by the system automatically. Note: The State field on the record is always read-only. Request states SM requests follow a specific life cycle. The State field on the record is always read-only. The request states displayed depend on the SM application, as indicated in the table. Table 85: Service management request states State Draft Request initiator adds information about the work to be done. Awaiting Qualification Request has been fully described by the initiator and can be processed by a qualifier. This state is valid only for the following SM applications: Qualified Request is fully qualified, meaning that all technical information to complete the request tasks has been added, but work has not started. This state is valid only for the following SM applications: Awaiting Approval Field Field When the information is complete enough for review by an approver, the request is marked ready for approval. This state is valid only for the following SM applications: Facilities Finance Legal Marketing All rights reserved. 302

303 State Approved The appropriate approver approves the request. This state is valid only for the following SM applications: Facilities Finance Legal Marketing # Work In Progress Work has started. Closed Complete Request was completed to specification. Closed Incomplete Request could not be completed as specified. Cancelled Request was cancelled. In addition to the State field, the different request task states are also shown visually at the top of each task record with the process flow formatter. Figure 25: Process flow formatter Note: If the State flows are enabled option in the configuration screen is not selected, the process flow formatter is removed. If you added states to the request and task tables, those states will be visible on the request form. Request task states Like service management requests, their associated tasks follow a specific life cycle. The State field on the request task record is always read-only. The request task states displayed depend on the SM application, as indicated in the table. Table 86: Service management request task states State Draft Qualifier is not done describing the work. Pending Dispatch Request task is ready to be assigned. The parent request state changes to Qualified if all associated tasks are in Pending Dispatch or a later state. Assigned Request task is pending acceptance from the assigned agent. Accepted Request task has been accepted by the agent and is ready to be done. This state is valid only for Marketing All rights reserved. 303

304 State Work In Progress Work on the request task has started. The parent request state changes to Work In Progress if no associated tasks are in Draft state. Closed Complete Request task was completed to specification. Closed Incomplete Request task could not be completed as specified. Canceled Request task was canceled. In addition to the State field, the different request task states are also shown visually at the top of each task record with the process flow formatter. Note: If the State flows are enabled option in the configuration screen is not selected, the process flow formatter is removed. State flow customization State flows control the sequence in which records transition between states in SM applications. An administrator can perform the following tasks: Add or delete states. Trigger events on particular state transitions. Transition to another state automatically when data in a request or its task changes, or change states manually when the user clicks a button. Limit the choice list for the State field to those end states that are valid transitions from the given start state. Control the visibility and behavior of selected fields on a target table when records in that table change states. Create custom state flows. Turn off the State flows are enabled option on the configuration screen. Creating custom state flows requires scripting knowledge. Note: Users with the wm_admin role can create, read, update, and delete only work order flows and work task flows. Users with the facilities_admin role can create, read, update, and delete only facilities request flows and request task flows. Users with the wm_admin role cannot manipulate facilities records, and users with the facilities_admin role cannot manipulate work order records. How SM request and task state flows work State flows replace the standard process that controls how requests and their associated tasks move between states. The system creates business rules, client scripts, and UI actions that perform the transitions and field controls you specify. These programming elements remain in use while the state flow records that use them are present. When state flows on an SM application table are deleted, the system attempts to delete any unnecessary programming elements that were created on that table. You can limit the selections for the State field to valid states for the transition, based on the starting state. State flows provide the following controls: Manual transitions: A UI action, created automatically by the system when you provide a condition or a script, initiates a transition All rights reserved. 304

305 Automatic transitions: A business rule, created automatically by the system when you provide a condition and a script, initiates a transition when changes are made to a request or task. Features available with state flows Custom transitions: Customize the order in which states can change for requests and task records. Field controls: Control the behavior and visibility of specific fields when a task changes states or reaches a specified end state. State choice list: Limit the values offered in a task record's State field to valid states for that transition. This is the same client script that the system creates to manage field controls for state transitions. Events: Trigger events when a state transition occurs or when a record reaches a specific end state. Start and end states You can create a custom state flow for processing that must occur when a task record makes a specific transition from one state to another. These records require a starting state and an ending state, and processing occurs during the transition between states. To perform some processing when a task record reaches a particular end state, you only need to define the end state. In some cases a state flow can have a starting state only, such as when you need to perform some type of cleanup after a task is canceled. A state flow might have no starting or ending state if the processing in the record applies to more than one state transition. The solution is to store the business rule or client script in a state flow record and create a condition to trigger processing for any state change that requires it. An example of this in work management is the Roll Up Changes business rule on the Work Order Task [wm_task] table. This business rule rolls up state changes that occur in tasks to the parent work order. Customize a state flow You can customize state flows to control the sequence in which records transition between states in SM applications. Customizing state flows requires scripting knowledge Before customizing a state flow, make a copy of the state flow record for the transition you want to change and do all your customizations in the copied record. This allows the system to update the default state flow record automatically during an upgrade and enables you to revert to the default record if necessary. Make sure to deactivate the original record so the system cannot use it. Navigate to the class of state flows you want to customize State Flows > Work Order Flows State Flows > Work Task Flows Open the record for the transition you want to customize. Right-click the form header and select Insert and Stay. The system clears any values from the Business rule and UI action fields. A notification appears at the top of the form describing the action taken. Ensure that the Active check box is selected. In the appropriate section, configure a transition method: All rights reserved. 305

306 Manual: Click Create UI Action to create a button on the form that enables users to execute the transition manually. The system uses the value in the Name field as the label for the UI action. The UI action executes the script in the Manual Script field when the conditions are true Automatic: Click Create Business Rule to create the business rule. The business rule executes the script in the Automatic Script field when the conditions are true Click Create Client Script to create the script that limits the values available a record's State field choice list to valid states for that transition Complete the Field Controls section to control how specific fields appear when a record changes states. The system enforces the field controls with the same client script you created to filter the choice list for the State field. Click Update Reopen the source record you copied and clear the Active check box Deactivating the original record allows the system to upgrade it normally when the instance is upgraded and prevents the system from using the record rather than your custom state flow. Open the copied state flow record you want to customize. Fill in the fields, as needed All rights reserved. 306

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308 Table 87: Work task flow Field Number Record number automatically generated by the system. [Required] Table Table on which the state flow record runs. The possible tables are: Work Order Task [wm_task] Work Order [wm_order] Starting state Name of the state at the beginning of the transition. Ending state Name of the state at the end of the transition. Client script Client script to run for this transition. The client script controls the available starting and ending states you can select by limiting the contents of the State choice list to valid states. Event Name of an existing event to trigger when this transition occurs. Name [Required] State name as it appears in the choice list. Roles Roles required to configure the State field that uses the custom transition. Active Switch for enabling or disabling this state flow record. Class Available state flow classes: State Flow: Records created for state flows in all task-based tables except those in Work Management. Work Order Flow: Records created for state flows in the Work Order [wm_order] table. Work Task Flow: Records created for state flows in the Work Order Task [wm_task] table. This field is required for users with the admin role. Users with the wm_admin role can only create state flow records in the Work Order Flow and Work Task Flow classes and cannot edit this field in the record. Override Default starting value for the State field on all new records for the table named in the state flow record All rights reserved. 308

309 Field Work notes Comments about this state flow transition. Comment Details about the customized record. Manual (Runs scripts from a UI action that requires the user to click a button or related link.) Manual condition string Conditions for enabling a UI action that cannot be defined with the condition builder. For example, you can use this string to define UI actions for mobile devices. This condition has an [and] relationship with the condition in the Manual condition field. Manual condition Condition builder for enabling a UI action that can be defined for fields in the target table. This condition has an [and] relationship with the condition in the Manual condition string field. Manual script Script that defines what the UI action does when the conditions are true. This script runs when the user clicks a button or a related link. UI action [Read-only] Names the UI action to enable for this transition. By default, this UI action creates a button on the task form. Click Create UI Action to create the button. The button inherits the name of the state flow record in which it was created. Automatic (Runs a business rule automatically when a task record is changed and updated.) Automatic condition string Conditions for running the business rule that cannot be defined with the condition builder. For example, use this condition to evaluate if the proposed transition is a valid flow. This condition has an [and] relationship with the condition in the Automatic condition field. Automatic condition Conditions for running the business rule that can be defined for fields in the target table. This condition has an [and] relationship with the condition in the Automatic condition string field. Automatic script Script that performs additional work when the condition is true. This script can do tasks such as update the date and time the transition occurred or notify someone of a milestone All rights reserved. 309

310 Field Business rule Name of the business rule created for this transition. The business rule has a condition to ensure the validity of the flow. If that condition is true, the business rule performs the transition requested, using the starting and ending states from the Work Order Flow or Work Task Flow form. Field Controls (Determines field properties when a record transitions between states.) Mandatory fields Fields required when this transition occurs or when the Ending state is the current state of a work order or work order task. Read only fields Fields set as read-only when this transition occurs or when the Ending state is the current state of a work order or work order task. Visible fields Fields made visible when this transition occurs or when the Ending state is the current state of a work order or work order task. Not mandatory Fields set as optional when this transition occurs or when the Ending state is the current state of a work order or work order task. Not read only Fields that can be edited when this transition occurs or when the Ending state is the current state of a work order or work order task. Not visible Fields hidden when this transition occurs or when the Ending state is the current state of a work order or work order task. State flow dictionary overrides A dictionary override in a state flow defines the starting state for all new records in a specific table. You set an override in tables that extend a base table only, so that your customizations are applied only to the extended table In a state flow record, select an Ending state. This is the override value which becomes the starting state for all new records in the table named. Click Create Default Value. The system populates the Dictionary override field with a value of state, which is the field in the task table affected by the override. The Dictionary override field is read-only. After the override is created, the system hides the Create Default Value button on all subsequent state flow forms for that table. Work notes in state flows Work notes are an important part of the state flow process and are used to communicate information about state transitions All rights reserved. 310

311 The state flow adds work notes into the Work notes field of any task making this transition. For example, you might include the note, Task rejected by agent, in the Reject state flow, which occurs when the task moves from Assigned to Pending Dispatch. If an agent rejects the task and fails to enter a work note, this note tells the dispatcher why the task reappeared in the dispatch queue. Work notes added by an agent rejecting the task are appended to the work notes that are inherited from the state flow. These rules apply to state flow work notes: For a state flow with no Starting state, the work note is added every time the task transitions to the Ending state. For a state flow with a Starting state and an Ending state, the work note is added only when the task transitions from that starting state to that ending state. If two state flows with work notes have the same Ending state, but only one has a Starting state, the system adds the work notes from the state flow with the starting state. This better matches the state flow work note to the more important transition between specific starting and ending states. In the example here, the work note information is more pertinent to a task moving from Assigned to Pending Dispatch than to a task that reaches the Pending Dispatch state from an undetermined beginning state. Field controls in state flows You can define controls for individual fields that are enforced when a record transitions between states. Settings in the Field Controls section of the State Flow form enable you to apply field controls when the system detects a specified state transition or when the end state is the current state when the form is opened. The control is applied only to existing fields on the form. State flows cannot add fields to the form. For example, you might want the Problem field to be visible when an incident moves to the Awaiting Problem state. If the incident state changes to Awaiting User Info, you hide the Problem field and make the Caller field mandatory. The best practice when creating field controls is to configure state flow records with an ending state only and to create the correct behavior for every ending state you want to control. This ensures that the field controls are set properly when the user selects a new state, and also when the user returns a record's State field to the original state. Only specify a full state transition, with both a starting and ending state, when you want a particular behavior for that precise state transition. Note: State flows use client scripts to enforce field controls. It is possible that your settings can be changed by existing UI policies, which execute after client scripts. Trigger events on state changes You can configure a state flow to trigger a registered system event when a task transitions from a starting state to a specified end state. For example, you can use events to trigger notifications and create script actions. You can configure a state flow to trigger a registered system event when a task transitions from a starting state to a specified end state. For example, you can use events to trigger notifications and create script actions. When you attach an event to a state flow, the system creates a business rule called State Flow Events for <table name> for the table specified in the state flow. If you specify a start and end state, the business rule executes when the record transitions from the start state to the end state. If the state flow only specifies an end state, the business rule executes whenever that end state is reached. The system creates one business rule for all state flows containing events on a single table. When all events or all state flows on a table are deleted, the system deletes the business rule. To create an event that fires when a work order task moves from a starting state of Work in Progress to an end state of Closed Complete: Register a new event on the Work Order Task [wm_task] table called task.closed. Navigate to State FlowsWork Task Flows All rights reserved. 311

312 3. Open the state flow record Close Complete. 4. Select task.closed in the Event field and save your changes. The system automatically creates a business rule called State Flow Events for wm_task All rights reserved. 312

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314 Rebuild state flows You can rebuild state flows when a mismatch between existing and new sys_ids occurs. When you use an XML file to import a state flow record into an instance, the system attempts to match the incoming states with existing states by comparing sys_ids. Because the sys_ids of items in a choice list can vary between instances, the system can fail to match the states, even though they are otherwise identical. When matching fails, the start and end states of affected records are left blank or contain numeric values. To repair these records navigate to State Flows > Admin > Rebuild State Flows. This module runs a script that compares the numerical value of each item in the State field choice list until it finds a match in the imported state flow record. State flow cleanup The business rules, client scripts, and UI actions that the system creates automatically to perform custom transitions exist only while the state flow records that use them are present. When all the state flows on a table are deleted, the system attempts to delete any unnecessary programming elements that were created on that table, using these criteria: Table 88: State flow elements deleted in cleanup Element Deleted When UI action The state flow that created it is deleted. Business rule Dictionary override Business rule that processes events triggered by All state flows for the table specified that have a state flow events configured are deleted. Client script (onload) All state flows for the table are deleted. Client script (onchange) All state flows with field controls are deleted. Work notes business rule All state flows with field controls or work notes are deleted. State flow example Your business processes might require work order tasks to be accepted automatically when dispatched to an agent. you must create a new state flow record that automates the transition from Pending Dispatch to Accepted and bypasses the Assigned state in which agents can reject tasks. This prevents the system from running the manual script associated with UI actions. The automatic script performs the jobs that the manual script performed, such as updating the date and time the task was dispatched, or to do additional work such as sending a notification Navigate to State Flows > > Service Order Flows. Open the Assigned record that defines a task transition from a starting state of Pending Dispatch to an ending state of Assigned. This is an automatic state change that occurs when an agent's name is added to the Assigned to field and the task is updated All rights reserved. 314

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316 3. Change the name of the state flow. 4. In this example, change the name to Skip Agent Acceptance. Change the value in the Ending state field to Accepted. 5. This transition allows you to bypass the Accept state flow record that enables agents to reject tasks. Do not change the settings in these fields: Automatic condition string: This condition ensures that the current state is at Pending Dispatch and the value in the Assigned to field changes: current.state == 10 && current.assigned_to.changes() Automatic condition: The condition [Assigned to] [is not empty] ensures that all dispatched tasks are accepted automatically. Note: The previous two condition statements have an [and] relationship. In this example, the business rule runs when a task in a state of Pending Dispatch is assigned to any agent Automatic script: The automatic script sets the time the task was dispatched, using the method: current.dispatched_on = gs.nowdatetime();. 6. Copy the record using the Insert and Stay command. 7. This action increments the record number and clears the Business rule field. The system automatically creates a new business rule, using the name of the new state flow record. The Skip Agent Acceptance business rule moves the task from Pending Dispatch to Accepted automatically when a dispatcher enters a user name in the Assigned to field. Note that any changes you make to this state flow record in the future are executed by this business rule. Ensure that the Active check box is selected All rights reserved. 316

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318 8. In the Work Task Flows list, locate the Accept state flow record and change the Active status to false. This action deactivates the transition that allows agents to accept tasks and moves the state flow directly from Pending Dispatch to Accepted. Territory management Territory management determines, by geographical location, the individual or group best positioned to execute a service call. Territory management allows the assignment of a set of geographical locations to an individual or group. This assignment creates a territory. Territory management is based on a hierarchy where all locations are attached to a parent location. Top-level locations do not have a parent location. Territory Management is activated automatically with Field. Assign a location to a user Territory management allows work management administrators to assign locations to users. This creates a territory, or set of locations covered by a given user. The association helps the system to determine which users can fix problems in particular locations Navigate to Territories > Users. Open a user record. In the Locations Covered related list: Click Edit to add an existing location to the user. Click New to create a new location to associate to the user. Territory management at the user level is not used for automations. Assign a location to a group Territory management allows work management administrators to assign locations to groups of users. This creates a territory, or set of locations covered by a given group. The association helps the system to determine which groups can fix problems in particular locations Navigate to Territories > Groups. Open a group record. In the Locations Covered related list: Click Edit to add an existing location to the group. Click New to create a new location to associate to the group. Note: To determine which group covers a given location, the system checks the location hierarchy to see if there are any groups assigned to the location. If not, the system checks the upper level of hierarchy All rights reserved. 318

319 Performance Analytics reports Performance Analytics reports are available for the field service management application with the activation of the Performance Analytics - Content Pack - Field plugin (com.snc.work_management_pa). Activating this plugin adds the Performance Analytics option to the Field Service menu. Click this option to view the Field Service Performance Analytics homepage, which includes the following reports: Percent productive agent time for work order tasks Percent utilization of agents for work order task Percent actual duration to planned duration for work order tasks Average closing time for work orders Number of new work orders Number of open work orders Number of closed work orders Note: If you have Performance Analytics Premium installed, the Field Performance Analytics plugin (com.snc.work_management_pa) is automatically activated as part of the Field plugin. Request management Service management (SM) applications use a common request management process. Each of the applications allows you to manage business functions that require a request-type workflow in which requests are approved, qualified, assigned, and completed. Agents need to regularly access request records as they resolve requests and correspond with the submitters. They can also access built-in reports to see information like the number of active or unassigned requests for a particular SM application. Request creation Requests are created differently based on the role that has been granted to the user. Department administrators can create requests differently than an employee can. Create a request through the catalog The catalog provides several different categories so users can choose the one that closely relates to their request Navigate to Self-Service > [SM application] Catalog. Choose from the displayed categories. Select a subcategory, if necessary. Fill in the fields on the form. Note: Each service management application displays different fields All rights reserved. 319

320 Table 89: Catalog fields 5. Field Opened for The name of the person submitting this request. Select a new name if you are opening this request on behalf of another user. Location The location for this request. Priority The priority that describes the importance of this request. Short A brief summary of the request. Detailed A detailed description of the request. Click Submit. Note: If the catalog fields do not display on the request form, you can configure the form and add the SM Variable Editor related list. Create a request using the request form The request form allows you to associate a request with a configuration item, which is affected by the request in an SM application. Associating a CI to a request helps your configuration management team understand which services could be negatively impacted by the request issue. You can also use this form if you want to include additional comments and work notes for the request Navigate to [SM application] > Requests > Create New. Fill in the fields on the form, as appropriate. Table 90: Request form fields Field Number An auto-generated number that identifies the request record. Company The name of the company from which the request initiated. Caller The name of the requester. Affected CI A CI affected by this request. Location The location associated with this request. Verify that the location is correct. If it is not, you can select another location record. Template The template for creating this request (optional). Click the reference lookup icon and select a template. The request will be populated with all fields in the selected template including all subtasks and part requirements (if applicable) All rights reserved. 320

321 Field Opened Auto-filled with the date and time the request was opened. Priority The priority that describes the importance of this request. By default, all requests are set to 4-Low. State The state that describes what work stage this request is in. By default, all requests are set to Open. Assignment group Select the group from which an agent is assigned to the request. You can select only assignment groups associated with the service management application you are using. Note: If you selected the [SM application name] will use the dispatch queue option on the Configuration screen, only users with the Dispatcher role can edit this field. If you selected the [SM application name] will not use the dispatch queue option, all users except those with the Basic and Initiator roles can edit this field. Assigned to Select the agent to assign the request to. If you already selected an assignment group, you can only select agents who belong to that group. If notifications are enabled on your instance, a built-in notification automatically sends an to this user when you save the request record. Notes: If you selected the [SM application name] will use the dispatch queue option on the Configuration screen, only users with the Dispatcher and Agent roles can edit this field. If you selected the [SM application name] will not use the dispatch queue option, all users except those with the Basic and Initiator roles can edit this field. If you selected an assignment group and want to assign the work to a new user, click the reference lookup icon next to Assigned to, click New, and create a new user. Be aware, however, that you must navigate to User Administration > Groups and add the user to the assignment group before the request can be assigned All rights reserved. 321

322 Field Initiated from Specify the incident or task from which this request was created. Billable Select this check box if the request is billable. Short description [Required] A brief summary of the request. Optionally, you can click the search knowledge icon to view articles in the knowledge base relating to this product model, plan, or CI. Doing so could provide a solution related to the reason you are submitting this request. A detailed description of the request. The description is always visible to the submitter. Therefore, if you add or modify the description for a request that another user submitted, the user is able to see the changes. Work notes Additional notes that you want to share between users who can access the request form. A user who submits the request through the service catalog cannot see the work notes. Note: If you specify an Assignment group, and you want to assign the work to a user who is not already in your user table, you can click the magnifying glass icon in the Assigned to field, click New, and create the new user record. Be aware, however, that the new user will not be recognized. 3. Click Submit Clone a request To save time, an existing request can be cloned to create a new request. In the cloning process, the following information is copied from the source task: Parent request reference Short description Dispatch group Assignment group Location Planned information (scheduled and estimated, not actuals) Required skills Open the task and select Clone Task under Related Links. New tasks are created in Draft state. The Work Notes field contains the original task number and text stating that the task is a clone All rights reserved. 322

323 Request creation using inbound actions Requests can be automatically created or updated from the information in inbound s as long the functionality has been enabled on the SM application's configuration screen and the s are sent to a mailbox defined by criteria in the appropriate inbound action. After the functionality has been enabled by selecting the Requests can be created and updated by inbound option on the application configuration screen, three inbound actions are available for the SM applications available in the base system, as well as for new applications created using the SM application creator. Create a request from an inbound Requests can be automatically created from the information in inbound s as long the functionality has been enabled on the SM application's configuration screen and the s are sent to a mailbox defined by criteria in the appropriate inbound action Navigate to System Policy > > Inbound Actions. Select the inbound action called Create [application name] Request. The inbound action record opens and displays the default conditions that trigger the inbound action. When an is sent to the mail list defined by the criteria in Actions, a request is created with the following information: 3. The Contact type is set to . The sender (if found) populates the opened_by and Caller fields for a newly-created sm_order based item. The subject populates the Short description field. The body populates the field. The sender's company (Sender->Company) populates the Company field. The sender's location (Sender->Location) populates the Location field. The entire is copied into the Work notes field. You can use the action as it is or modify it to meet the needs of your organization. Create a request from a forwarded inbound Requests can be automatically created from the information in forwarded inbound s as long the functionality has been enabled on the SM application's configuration screen and the s are sent to a mailbox defined by criteria in the appropriate inbound action Navigate to System Policy > > Inbound Actions. Select the inbound action called Create [application name] Request (Forwarded). The forwarded inbound action record opens and displays the default conditions that trigger the inbound action. When an is forwarded to the mail list defined by the criteria in Action, a request is created with the following information: The Contact type is set to . The sender (if found) populates the opened_by and Caller fields for a newly-created sm_order based item. The subject populates the Short description field. The body populates the field. The sender's company (Sender->Company) populates the Company field. The sender's location (Sender->Location) populates the Location field. The entire is copied into the Work notes field All rights reserved. 323

324 3. You can use the action as it is or modify it to meet the needs of your organization. For more information, see notifications. Update a request from an inbound Requests can be automatically updated from the information in inbound replies as long the functionality has been enabled on the SM application's configuration screen and the s are sent to a mailbox defined by criteria in the appropriate inbound action Navigate to System Policy > > Inbound Actions. Navigate to the inbound action called Update [application name] Request and click its Name. The update inbound action record opens and displays the default conditions that trigger the inbound action. When an reply is received in the mail list defined by the criteria in the action, the associated request is opened and update information is added to the Work notes field. You can use the action as is or modify it to meet the needs of your organization. For more information, see notifications. Request approvals Approving a request in a SM application means that the request is ready for task creation and assignment. When a request is sent to a user with the [SM application]_approver_user role, the approver has several choices. If you select Approval is required for new requests in the application's Configuration screen, a newly-created request automatically moves to the Awaiting Approval state. Otherwise, the request moves to the next configured state. Table 91: Request approval states Approval Choice Approved The request is approved. Rejected The request is not qualified and it will be moved to the cancelled state. Additionally, the following work note is added to the request: The [SM application] request is rejected. More information required The request does not contain enough information. It reverts back to the Draft state and the following work note is added to the request: The [SM application] request needs more information for further approval. Duplicate The request is no longer required, because the work was already performed by another request. The request is moved to the Cancelled state and the following work note is added to the request: This is a duplicate [SM application] request All rights reserved. 324

325 Agent assignment Depending on your settings in the SM application configuration screen, you can assign agents manually or using auto-assignment. If you have a limited number of agents for completing requests or you simply do not want to auto-assign agents, you can use manual assignment. Auto-assignment allows you to define criteria by which agents can be automatically selected to satisfy requests entered in service management applications. Based on the needs of your organization, you can configure the criteria for agent auto-assignment in the following ways. When auto-assignment is enabled and a task is qualified or marked as Ready for Work, the following actions occur: Available agents are evaluated based on the criteria defined in the configuration. An appropriate agent is automatically assigned to the task. The task is moved to the Assigned state. If the configuration is set up to consider more than one set of criteria, such as location and skills, the agents are evaluated based on the weighting property settings in addition to other criteria. If the task cannot be auto-assigned, a user with the dispatcher role must adjust the values in the request or task form and then save the record. Manually assign agents to active requests Use this procedure to assign agents to active requests in service management (SM) applications. 1. Navigate to one of the following: [SM application] > Open - Unassigned for a list of requests that no one is assigned to. [SM application] > All [SM application] Requests for a list of all open requests, regardless of their current assignment. Open the request you want to assign. In the Assignment group field, enter the group that handles this kind of request. If no groups are available, leave this field blank. To look up the assignment group, click the look up using list icon ( field. ) beside the Assignment group Note: You do not have to select an assignment group, but doing so limits the users you can assign the request to. 4. In the Assigned to field, enter the agent to handle this request. To look up an agent, click the look up using list icon ( ) beside the Assigned to field. Note: The users in the search results are limited to the users in the Assignment group, if one was selected. 5. Click Update. An notification is automatically sent to the assigned agent if notifications are set up for the instance All rights reserved. 325

326 Agent auto assignment using rating-based criteria Rating-based methods, such as location, skills, and time zones, help you auto assign agents based on configuration settings and optional properties. The calculated ratings are used to determine the best agent to perform the task. Any combination of rating-based methods can be enabled in the application configuration screen. When a task is created, a rating for each type of enabled selection criteria is calculated for each available agent. The agent whose average rating is highest is considered for auto-assignment. The settings for the auto-assignment weighting properties, found in [SM application] > Administration > Properties, are included in the rating calculations. These values help you prioritize which auto-assignment selection criteria is more important to your organization. The priority values should be [1, 10] and they are factored between 1 and 0. That is, 10 is a factor of 1, 5 is a factor of.5, and so on. For an example of how the weighting properties affect agent ratings, see Agent auto assignment using multiple selection criteria on page 53. Agent auto assignment using location Agents can be auto assigned based on the location defined in their user record and the location of the tasks. Auto assignment by location can be performed in a task- or request-driven processing environment, if the Auto-selection of agents will consider location of agents configuration is enabled. When a task is created, agent locations are compared to the following ranges to determine each agent's location rating. Table 92: Location rating calculation Distance (mi.) from agent to task Rating 0 to to to to to to to to >100 0 When a task is qualified or marked as Ready for Work, the agent closest to the task location will be considered for the task. If the application is configured so that only location is considered, the closest agent will be auto-assigned to the task. If the application is configured to use other selection criteria such as skills, time zone, or schedule the ratings of all selection criteria are averaged, and the agent with the highest overall rating is auto-assigned for the task. See Agent auto assignment using multiple selection criteria on page 53 for details. Agent auto assignment using skills Agents can be auto assigned based on the agent's skills and the skills required to perform the task. Assign skills to an agent's user records using Skills > Users All rights reserved. 326

327 Auto assignment by skills can be performed in either a task- or request-driven processing environment if the Auto-selection of agents for tasks requires them to have skills configuration option must be set to all or some for the application. When a task that includes skills is qualified or marked as Ready for Work, each agent's skills are compared with the skills required to perform the task and a rating is calculated based on the skills configuration option. If the option is set to some, the agent with the closest skills match is auto-assigned the task. If the option is set to all, only agents who possess all of the required skills will be considered. If no agents possess all of the skills required to perform the task, none are auto-assigned. An agent's skills rating is calculated as: Skills_agent/Skills_task where: Skills_agent is the number of skills possessed by the agent that match the skills required for the task. Skills_task is the total number of skills required for the task. For example, if a task requires 4 skills, and Agent A possesses three of them and Agent B possesses two of them: Agent A's skill rating = 3/4 or 0.75 Agent B's skill rating = 2/4 or 0.5 If the application is configured to use other selection criteria, such as location or time zone, the ratings of all selection criteria are averaged, and the agent with the highest overall rating is auto-selected for the task. See Agent auto assignment using multiple selection criteria on page 53 for details. Agent auto assignment using time zones Agents can be auto assigned based on the time zone defined in their user records and the time zone of the tasks. Auto assignment by time zone can be performed in either a task- or request-driven processing environment if the Auto-selection of agents will consider time zone for the task configuration option must be enabled for the application. When a task is qualified or marked as Ready for Work, agents in the time zone closest to the task time zone will be considered for the task. If the application is configured so that only time zone is considered, an agent in the same time zone will be auto-assigned the task. Note: It is important that the time zones for the agent and the task be set correctly. When a task is created, agents are rated based on the time zone of the task and the agent's time zone using the following formula: 1 - [abs(task_tz Agent_tz) 12] where: abs is the mathematical function to compute the absolute value. Task_tz is the offset between the time zone of the task and GMT. Agent_tz is the offset between the time zone of the agent and GMT. For example, a task is created in New York City (GMT-4), and two agents are available to perform the task, one in Los Angeles (GMT-7) and one in Paris, France (GMT+1). The rating of the agent in Los Angeles is calculated as: 1 - abs((-4) - (-7)) 12 or 0.75 The rating of the agent in Paris is calculated as: All rights reserved. 327

328 1 - abs((-4) - (+1)) 12 or 0.58 So if the auto assignment of the task is based on the time zone alone, it will be assigned to the agent from Los Angeles. If the application is configured to use other selection criteria, such as skills or location, the ratings of all selection criteria are averaged, and the agent with the highest overall rating is auto-selected for the task. See Agent auto assignment using multiple selection criteria on page 53 for details. Agent auto assignment using time-based criteria Time-based methods, such as schedules and priority assignment, help you auto assign agents based on configuration settings and optional properties. The calculated ratings are used to determine the best agent to perform the task. Any combination of time-based methods can be enabled in the application configuration screen. When a task is created, the schedule of the agent and the task to be performed are combined with ratingbased criteria to auto-assign an agent. Agent auto assignment using schedules Agents can be auto assigned based on the agent or the task schedule. Auto assignment by schedule can be performed only in a task-driven processing environment, and the Auto-selection of agents will consider agent or task schedules configuration option must be enabled for the application. If this option is turned off, only the agent ratings will be used for auto-assignment. When a task is qualified or marked as Ready for Work, agents ratings are evaluated, and the schedules of qualified agents are compared against the schedule of the task to determine the agent with the best matching schedule. Note: If the task includes specific time entries in the Window start and Window end fields, and no agent's schedule falls within that task window, no agents will be assigned. Also be aware that if the customer wants a task to be performed at or near a specific time, the Window start time should be set as close to that time as possible. If, for example, the Window start and Window end fields are set to 1:00 pm and 8:00 pm, respectively, and the customer prefers the job to be started at 4:00 pm, it is possible that an agent will be dispatched at 1:00 pm. So setting the Window start closer to 4:00 can help ensure that the work is performed when the customer prefers it to be done. If the application is configured to use other selection criteria, such as skills or time zone, the ratings of all selection criteria are averaged, and the agent with the highest overall rating is auto-selected for the task. See Agent auto assignment using multiple selection criteria on page 53 for details. Agent auto assignment using priority assignment The priority assignment feature enables you to configure auto assignment so that agents can be assigned to perform tasks or provide services on a continual, 24x7x365 basis. Priority assignment is triggered when the priority of a task matches the priority set in the application configuration page. Priority assignment can be used in conjunction with location and skills settings; however, it can also operate independently. To use priority assignment, you must set the following configuration options for the application. Table 93: Priority auto-assignment configuration options Field Process lifecycle Set to task driven (subtasks are required). Assignment method for tasks Set to auto-assignment All rights reserved. 328

329 Field Auto-selection of agents will consider agent or task schedules Enabled. Enable priority assignment Enabled. Select priorities for assignment Select one or more priorities. Only tasks of the selected priority or priorities will trigger auto-assignment based on priority assignment. When a task is qualified or marked as Ready for Work, and the priority of the task matches a priority selected for the application, the agent that best matches the schedule of the task will be auto-assigned. If the location and skills options are enabled, agents are first evaluated on their physical proximity to the location of the task, and then on how their skills match the skills required to perform the task. The agent whose location, availability, and skills best match the requirements of the task will be auto-assigned. When a task has a priority that matches a priority in the priority assignment list, the Location Rating and Timezone Rating are ignored, even if they have been enabled. If the priority of a task matches a priority selected in the Select priorities for assignment option, and no agents in the assignment group are available to be auto-assigned, the task is assigned to the group manager, regardless of whether the manager is available. It is the responsibility of the manager to locate an agent to perform the task. Note: If no agent is located in the same time zone as the task, priority assignment will fail. Agent auto assignment using multiple selection criteria At its simplest, auto assignment involves identifying a set of selection criteria and automatically assigning the task to the agent who most closely meets the criteria. You can, however, select multiple sets of criteria, including both rating-based and time-based criteria. When a task is qualified or marked as Ready for Work, the following evaluations are performed: 1. The agents' ratings are calculated. If the Auto-selection of agents will consider agent or task schedules configuration option is disabled for the application, the agents' ratings are used exclusively for auto-assigning an agent. For more information on how the ratings are calculated, see: 2. Agent auto assignment using location on page 49 Agent auto assignment using skills on page 50 Agent auto assignment using time zones on page 51 If the Auto-selection of agents will consider agent or task schedules configuration option is enabled, the schedules of the agents whose ratings are acceptable for auto-assignment are compared to the schedule for the task, and the agent with the best match is auto-assigned. For more information on time-based methods for auto-assigning agents, see: Agent auto assignment using schedules on page 51 Agent auto assignment using priority assignment on page 52 Auto assignment is based on the following calculation: (Criteria_1 rating x Criteria_1 weight) + (Criteria_2 rating x Criteria_2 weight) + (Criteria_3 rating x Criteria_3 weight) / Number of criteria types used All rights reserved. 329

330 where: Number of criteria types used = 1, 2, or 3 depending on the location, skill, and time zone settings used. This example calculates agent auto-assignment based on location and skills. The example is based on the following assumptions. The Auto-selection of agents will consider location of agents configuration option is enabled for the application. The Auto-selection of agents requires them to have some of the required skills for the task configuration option is enabled for the application. The Skills Weight property is set to 10 for the application. The Location Weight property is set to 5 for the application. Agents A and B are available to perform a task, and the task requires four specific skills. Agent A's location is 5 miles from the site of the task and he possesses three of the four required skills. Agent B's location is one-quarter mile from the site, and she possesses two of the required skills. Auto assignment for the agents uses this calculation: [(Location rating x Location weight) + (Skills rating x Skills weight)]/ 2 The auto assignment calculation for Agent A is: [(0.7 x 0.5) + (0.75 x 1)]/ 2 = 0.55 The auto assignment calculation for Agent B is: [(0.9 x 0.5) + (0.5 x 1)]/ 2 = In this example, Agent A is auto assigned the task. Collaborate on a request Within a request, you can enter comments that are visible to the submitter, allowing for collaboration between the two of you. For collaboration with other agents, you can enter comments that are not visible to the submitter Navigate to [SM application] > All [SM application] Requests. Open the request you want to collaborate on. In the Additional comments (Customer visible) field, enter the comments that you want the person who submitted the request to see. The submitter can see the comments in this field and add additional comments as necessary. You can update this field as many times as necessary to correspond with the submitter. To correspond with other agents, enter content that you do not want the submitter to see in the Work notes field. Close a request When you close a request, you have an opportunity to add details that you want the submitter to be aware of Navigate to [SM application] > Assigned to me. Click the request number. In the Additional comments field, enter any final notes or comments. Change the State field to the appropriate closed state. Click Update All rights reserved. 330

331 Closed and completed requests When the Request lifecycle option is set to request-driven in the Configuration screen of the associated SM application, the assigned agent can complete and close the request once all of the request's tasks are complete. A Close Complete button is visible on the SM application's Request form to the agent assigned to the request. The agent must enter work notes before clicking Close Complete. When the button is clicked, the open task is automatically completed (if applicable) and the request transitions to the Complete state. Close an SM request as spam Mark any open request as spam; that is, the request has no value and should be closed. Role required: admin In the SM application, open the request you want to mark as spam. In the header bar, click Spam. The state of the request is changed to Closed and the Work notes indicate that the request was closed as spam. If the State flows are enabled option on the configuration screen is not selected, the state is not changed, but the Work notes indicate that the request was closed as spam. Request task management A request contains one or more tasks. These tasks allow qualifiers to define activities that must be done to complete a request. Administrators can create multiple tasks under a single request. Splitting a request into separate tasks, when necessary, enables qualifiers to: Assign different aspects of a request to different staff members. Assign tasks to staff members who have different skill sets or are in different locations. Schedule tasks so they are either done one after another, or at the same time by different staff members. Schedule additional tasks, if necessary, to complete the request. Note: If you have the Request lifecycle is request driven configuration option activated, you can manually add tasks as needed. If you have Request lifecycle is task driven activated, an initial task is automatically created when the request record is created. Create request tasks Tasks are created in support of requests. Role required: [SM application]_admin or [SM application]_qualifier Navigate to [SM Application] > Requests > All [SM Application] Requests. Open the request for which you want to create tasks. Click the Add Task related link. 4. The Task screen for the SM application opens. Fill in the fields on the form All rights reserved. 331

332 Note: Not all fields display for all SM applications. Table 94: Request task fields Field Number Auto-generated identification number for the task. Parent Request that this task is associated with. Cloned from Record number of the task this task was cloned from, if any. Location Geographical area where the work needs to be done. The location is critical for determining the staff member who is assigned to the task. Template Template for creating this request (optional). Click the lookup icon and select a template. The description of the selected template will populate the field. Skills Abilities necessary to execute the task. This fields is automatically completed based on the selection in the Affected CI field on the associated request. If you change the affected CI on the request, the system adds any skills required by the new CI to the skills already listed here. State Current state of the task, such as Accepted or Closed Complete. The advances the state automatically as users complete the work for each successive state. Assignment group Group from which an individual legal staff member should be selected to complete the task. The lookup list shows only the assignment groups associated with the selected Location. If the Assignment Group field is empty, the system searches for the group covering the territory that includes the location of the task All rights reserved. 332

333 Field Assigned to Individual staff members who should complete the task, selected from the Assignment group. If you defined skills and assigned them to staff members, the Assigned to field lookup list shows only those staff members in the assignment group who have all the Skills required. If no exact match of skills is found, the lookup list shows all assignment group members. Note: If state flows are disabled, this field is not mandatory. Short description Brief explanation of the task. Exact technical description of the unit of work to be performed. Qualifiers should provide as much detail about the problem as possible to avoid extra communication with the caller in later stages of the request. Work notes Information about the task as it progresses through each state. Work notes are not visible to customers. Scheduling - These fields display for Finance and Marketing Service Management. Scheduled start Date and time when the earliest task is scheduled to start. Note: If state flows are disabled, this field is not mandatory. Estimated end Estimated work end date. This is the estimated date when the latest task will be completed. Actual work start Date and time when the earliest task actually started. Actual work end Date and time when the latest task actually ended. Requested due by Estimated date when the latest task will be completed. Note: The workflow appears at the top of the form, with the completed states shown in green. Task windows A task window is the time period, bordered by start and end times, in which a task should be performed All rights reserved. 333

334 A task window can be flexible or fixed and is used by the auto-routing and auto-dispatch features to determine a staff member's daily schedule. A flexible window has start and end times that attempts to respect when dispatching or routing a task automatically. The system can reschedule a flexible task window if necessary to make it fit into a staff member's schedule. A fixed task window cannot be rescheduled. If the auto-router or auto-dispatcher cannot schedule the task for the fixed window time period, that task is not scheduled at all. The time interval configured for a window cannot be less than the time required to perform the task. Use a task template for multiple request templates If you have tasks that are often repeated across multiple jobs, you can create a task template and reuse it in multiple request templates. 1. Create a request template and an associated task template that contains the information you want to reuse. An example is shown here All rights reserved. 334

335 2017. All rights reserved. 335

336 2. When you create subsequent request templates, you can click Copy Task Template and select the task template you want to use. 3. Save the file. Clone a request task Existing tasks can be cloned to create new tasks. Role required: admin, itil, creator, or catalog admin In the cloning process, the following information is copied from the source task: Parent request reference Short description Assignment group Location Required skills Open the request task and select Clone Task under Related Links All rights reserved. 336

337 The application creates a new task in Draft state. The Work Notes contain the original task number and text stating that the task is a clone. Administer Field Administrators should set up an administrator group and one or more groups and assign the appropriate roles and users to those groups. Create a group Set up groups and assign the necessary roles and users. The users in the group inherit the roles of the group, so you do not have to assign roles to each user separately. Role required: admin A good practice is to create as many groups as needed in your organization. For example, you can create a staff group for each geographic location or for each function, such as building maintenance or building security, assign the necessary users to those groups, and then assign the staff role to those groups. It is also a good practice to create one group for administrators and assign the admin role to this group only Navigate to User Administration > Groups. Click New. Fill in the fields. To see some of the fields, you may need to personalize the form. Field Name Name of the group. Manager Group manager or lead. Type Category for this group. For example, a group designated as type catalog is a service catalog group and can also be accessed under the Service Catalog > Catalog Policy > Fulfillment Groups module. You may need to personalize the form to add the Type field. Activating the Work Management plugin adds the Type field automatically. Group Group distribution list or the address of the group's point of contact, such as the group manager. Parent Other group of which this group is a member. If a group has a parent, the child group inherits the roles of the parent group. The members of the child group are not members of the parent group. For example, if an incident is assigned to the parent group and you click the Assigned to lookup icon, only the members in the parent group are available. The members of the child group are not available All rights reserved. 337

338 Field Active Check box that indicates whether the group is active or inactive. Inactive groups still appear in any reference field that already references the group, but are not visible by non-admin users in: 4. lists of groups the reference lookup list for reference fields the auto-complete list of groups displayed when you type into a reference field Exclude manager Check box that controls whether the group's manager receives notifications. Include members Check box that controls whether the group members receive individual s when someone sends an to the Group address. The only exception to this functionality is for approval notifications, whereby all members of a group receive an approval notification, regardless of the Include members selection. Helpful information about the group. Click the lock icon beside the Type field. If the field is not visible, configure the form to add it. The Type field expands Click the reference lookup icon ( ) and select the [application] type. Right-click the form header and select Save. Add the [application]_admin or [application]_staff role to the Roles related list. Add users to the Group Members related list. Click Update. Finance The Finance application lets you request changes to the operation and maintenance of your finance-related requests. The finance staff can then track these requests and make the necessary changes. Any user in the system can view all open finance requests. This gives your users a chance to see the finance issues that have already been reported before they submit a new request. Request templates are linked to service catalog items; specifically, to record producers. When you make a request from the catalog, it uses the catalog item's associated template to create the actual finance request. Finance is one in a suite of applications known as (SM) applications. SM applications, such as field service management and facilities service management, allow you to manage business functions that require a request-type workflow where requests are approved, qualified, assigned, and completed. When is activated, SM applications can be activated, as well as other features such as the Application Designer and the Portal All rights reserved. 338

339 Get started with Finance Activate Finance and configure it for use. Activate Finance The Finance plugin is available as a separate subscription. Activating it automatically activates the Core plugin. Role required: admin To purchase a subscription, contact your account manager. After purchasing the subscription, activate the plugin within the production instance. You can evaluate the feature on a sub-production instance without charge by activating it within the instance. You can add Finance to the CMS portal by activating the following plugins: [com.snc.enterprise_service_management.cms] Finance CMS Portal [com.snc.facilities.core.cms] Navigate to System Definition > Plugins. Right-click the plugin name on the list and select Activate/Upgrade. 3. If the plugin depends on other plugins, these plugins are listed along with their activation status. Optional: If available, select the Load demo data check box. 4. Some plugins include demo data sample records that are designed to illustrate plugin features for common use cases. Loading demo data is a good policy when you first activate the plugin on a development or test instance. You can load demo data after the plugin is activated by repeating this process and selecting the check box. Click Activate. Configure Finance Administrators in the global domain can set finance configurations to determine how the system handles daily operations. Finance defaults to the request-driven method for handling tasks. 1. Navigate to Finance > Administration > Configuration. Note: Administrators in domains lower than the global domain can view the Configurations screen, but cannot modify the settings. The options on the configuration screen are arranged in a multiple-tabbed layout, as follows: 2. The Business Process tab contains options for setting up the request lifecycle, creating catalogs and requests, and configuring notifications. The Assignment tab contains options for setting up manual and auto-assignment. The Add-ons tab contains options for enabling the knowledge base, managed documents, and task activities. Fill in the fields on the Business process tab All rights reserved. 339

340 Note: The Configuration screen contains many configuration options. An option is enabled when the switch appears green and is toggled to the right. All configuration options listed in the Dependency must be enabled in order for the option to be displayed. Table 95: Configuration screen - Business Process Field Dependency Lifecycle Enable state flows Enable this option to use state flows consistent with all service management applications. If you prefer to create your own state flows using business rules, client scripts, and UI actions, disable the option. A confirmation box displays and includes a link to a help article that describes the implications of disabling state flows. We highly recommend that you read the article before proceeding. If you disable state flows and save the configuration, this configuration option is removed from the screen and state flows cannot be re-enabled from the user interface All rights reserved. 340

341 Field Dependency Select request driven (subtasks are optional) if you do not want to require tasks to fulfill requests. When the request lifecycle is request driven, requests can be directly assigned to users in an assignment group. Users can still add tasks to requests; however, closing all tasks will not automatically close the request. Enable state flows is turned on. Enable state flows is turned on. Process lifecycle: request driven (subtasks are optional) Lifecycle Process lifecycle Note: If the Enable state flows option is not selected, the process lifecycle becomes requestdriven and this field is not displayed. Assignment method for requests Select the method for assigning requests: using auto-assignment: Requests are automatically assigned. using a workflow: You will be prompted to select the workflow you want to use for assignment. manually: you must manually assign requests. Note: The Process Lifecycle option is not available in all service management applications. Note: If the Enable state flows option is not selected, the assignment method defaults to manually and this field is not displayed All rights reserved. 341

342 Field Dependency Select the workflow for dispatching requests. Lifecycle Use this workflow to assign requests Enable state flows is turned on. Process lifecycle: request driven (subtasks are optional) Assignment method for requests Note: The Process Lifecycle option is not available in all service management applications. Approval for new request required If this option is disabled, all requests in the Awaiting Approval state are automatically approved. Use this workflow for approvals Select the approval workflow for requests. An approver must provide one of the following approval responses before requests can move to the next state: Enable state flows is turned on. Enable state flows is turned on. Approval is required for new requests Approved Rejected More information required Duplicate Note: If you do not select a workflow, the default workflow, Approval Workflow for SM, will be used. This workflow requests an approval from all users with the wm_approver_user role All rights reserved. 342

343 Field Dependency Lifecycle Assignment method for tasks Select the method for assigning tasks: Enable state flows is turned on. Enable state flows is turned on. Assignment method for tasks using auto-assignment: Tasks are automatically assigned. using a workflow: You will be prompted to select the workflow you want to use for assignment. manually: you must manually assign tasks. Note: If the Enable state flows option is not selected, the assignment method defaults to manually and this field is not displayed. Use this workflow to assign tasks Select the workflow for assigning tasks. Agent must accept or reject the assigned task Enable this option to require the assigned agent to accept or reject the task. Enable state flows is turned on. Copy task work notes to request Enable this option to synchronize task work notes with the work notes on the order or request. When work notes are added in the task, the same work notes appear in the order or request. Enable state flows is turned on. Catalog and Request Creation Create or update requests by inbound . Enable this option to allow inbound messages to create or update requests. This option must be enabled to allow requests to be marked as spam All rights reserved. 343

344 Field Dependency Lifecycle Requests are created using Select catalog or regular form to activate the catalog and enable automatic publishing of request templates to the catalog. Select regular form only to deactivate the catalog and disable automatic publishing of request templates to the catalog. Templates create a dedicated catalog item Enable this option to activate automatic publishing of catalog items for the application. Notification All rights reserved. 344

345 Field Dependency Lifecycle Send a notification when a field changes for a task or request. You can configure notifications to be sent to specific recipients when selected fields in requests and/or tasks change. 1. From Table, select Request or Task. 2. From Field, select the field to use for generating notifications. When a change is made to the selected field, a notification is sent to the recipients identified below. 3. From Recipients, select one or more recipients 4. If you select a specific user or a specific group, you are prompted to select a user or group. 5. To define additional notifications using other fields or recipients, repeat the steps above on the next line. 6. To remove a notification, click the delete notification icon ( ) to the right of the notification. 3. Click the Assignment tab and fill in the fields. Table 96: Configuration screen - Assignment tab Field Dependency Manual Assignment Assign requests or tasks based on assignment group coverage areas Enable this option to limit the selection of groups from the Dispatch group and Assignment group fields to groups that cover the location of the task All rights reserved. 345

346 Field Dependency Auto-Assignment - Scheduling Auto-selection of agents will consider time zone for tasks Enable this option to consider the time zone of the agent when assigning a task. Enable state flows is turned on. Auto-Assignment - Additional Factors Auto-selection of agents will consider location of agents Enable this option to use the agent and location when determining who to assign the task to. Agents closer to the task location will get preference. Enable state flows is turned on. If using Process lifecycle: lifecycle is task driven, then If using Process lifecycle: lifecycle is request driven, then Auto-selection of agents for tasks requires them to have skills This option determines the degree to which skills must be matched to a task when determining autoassignment. Select all to require that an assigned agent have all of the skills to perform the task. An agent who lacks one skill is eliminated. Select some if you want agents who have most of the skills needed to perform the task. Select none if you want to auto-assign agents without taking skills into account. Assignment method for requests: using auto-assignment Enable state flows is turned on. If using Process lifecycle: lifecycle is task driven, then Assignment method for tasks: using auto-assignment Assignment method for tasks: using auto-assignment If using Process lifecycle: lifecycle is request driven, then Assignment method for requests: using auto-assignment All rights reserved. 346

347 Field Dependency Auto-selection will attempt to Enable this option to auto assign the same agent to all assign all tasks for a request tasks in a request to the same agent. Enable state flows is turned on. If using Process lifecycle: lifecycle is task driven, then Assignment method for tasks: using auto-assignment If using Process lifecycle: lifecycle is request driven, then 4. Assignment method for requests: using auto-assignment Click the Add-ons tab and fill in the fields. Table 97: Configuration screen - Add-ons tab Field Dependency Documentation Enable a dedicated knowledge base Enable this option to activate the knowledge base for the application. Enable managed documents Enable this option to add a related list to managed documents. Enable task activities Enable this option to log the task interactions and communications, such as phone calls and messages. Work notes are mandatory Enable this option if work notes are mandatory when closing, completing, or cancelling requests and tasks. If it is disabled, work notes are not needed when closing, completing, or cancelling. Maps Enable maps 5. Enable this option to use maps. Click Save All rights reserved. 347

348 Warning: If you clicked the Enable state flows option to disable it, a confirmation box appears, along with a link to documentation that explains the consequences of disabling state flows. It is highly recommended that you read the documentation before proceeding. The action of disabling service management state flows cannot be reversed. Task- vs. request-driven processing All SM applications use either task-driven or request-driven processes for handling tasks. Each application defaults to one or the other of these processing types, but you can switch between them as needed. Task-driven processing means that the order or request is simply a container for a list of tasks that need to be completed in order for the overall work to be considered complete. When a work order is created, an associated task record is also automatically created. A request must have at least one task, and additional tasks can be defined to handle all aspects of the request. As tasks are performed and completed, the request transitions through a series of states. After the last task is closed, the request automatically transitions to closed. Request-driven processing means that tasks can still be assigned to a request; however, closing all tasks will not automatically close the request. A request does not require any sub-tasks and can be opened and closed independently. Any sub-tasks added can be transitioned and assigned independently and to different agents than specified on the request. Even if all tasks are closed, the request can remain open and continued to be worked on. However, the request cannot be closed until all tasks are also closed. In request-driven processing, state transitions are based solely on the request. Finance process Finance defaults to the request-driven process, where tasks can be assigned to a request. Closing all tasks will not automatically close the request. You can switch to the task-driven process if you require multiple tasks to be performed before the request can be considered complete. The Finance process is as follows: 1. Users submit finance requests through the service catalog. 2. Based on settings in the Finance Configuration, the request transitions through states based on actions performed on the request. 3. When the request has been fulfilled by the finance team, the request is closed. Administer Finance Administrators should set up an administrator group and one or more finance groups and assign the appropriate roles and users to those groups. Create a group Set up groups and assign the necessary roles and users. The users in the group inherit the roles of the group, so you do not have to assign roles to each user separately. Role required: admin A good practice is to create as many groups as needed in your organization All rights reserved. 348

349 For example, you can create a staff group for each geographic location or for each function, such as building maintenance or building security, assign the necessary users to those groups, and then assign the staff role to those groups. It is also a good practice to create one group for administrators and assign the admin role to this group only Navigate to User Administration > Groups. Click New. Fill in the fields. To see some of the fields, you may need to personalize the form. Field Name Name of the group. Manager Group manager or lead. Type Category for this group. For example, a group designated as type catalog is a service catalog group and can also be accessed under the Service Catalog > Catalog Policy > Fulfillment Groups module. You may need to personalize the form to add the Type field. Activating the Work Management plugin adds the Type field automatically. Group Group distribution list or the address of the group's point of contact, such as the group manager. Parent Other group of which this group is a member. If a group has a parent, the child group inherits the roles of the parent group. The members of the child group are not members of the parent group. For example, if an incident is assigned to the parent group and you click the Assigned to lookup icon, only the members in the parent group are available. The members of the child group are not available. Active Check box that indicates whether the group is active or inactive. Inactive groups still appear in any reference field that already references the group, but are not visible by non-admin users in: lists of groups the reference lookup list for reference fields the auto-complete list of groups displayed when you type into a reference field Exclude manager Check box that controls whether the group's manager receives notifications. Include members Check box that controls whether the group members receive individual s when someone sends an to the Group address. The only exception to this functionality is for approval notifications, whereby all members All rights reserved. 349

350 Field of a group receive an approval notification, regardless of the Include members selection. 4. Helpful information about the group. Click the lock icon beside the Type field. If the field is not visible, configure the form to add it. The Type field expands Click the reference lookup icon ( ) and select the [application] type. Right-click the form header and select Save. Add the [application]_admin or [application]_staff role to the Roles related list. Add users to the Group Members related list. Click Update. Create a report Users with a reporting role can create and customize reports. Role required: admin Note: Roles do not inherit any of the reporting roles. To grant facilities administrators or staff the rights to create and customize reports, assign the appropriate reporting role. To create a report: Navigate to Reports > View / Run. Scroll down to the [SM application] Request section. Click a report to open it, or click Edit to make modifications. To create your own report, click New beside Global reports at the top of the page and use any of the tables installed with service management application to create the report. View a report The Overview module is a type of homepage which displays various request gauges or reports, that help administrators and staff members track and manage aspects of the request fulfillment processes. Role required: admin Note: If you have tasks defined with assignment groups of the type Vendor, additional gauges display information for tracking vendor tasks and performance Navigate to [SM application] > Overview. A list of active requests appears at the top, and several built-in charts appear at the bottom. Click a request number to open that request. Click elements within the gauges to obtain more information. For example, in the Active Facilities Requests by Building bar chart, click the building name. All of the active requests for that building appear in a list All rights reserved. 350

351 2017. All rights reserved. 351

352 Finance installation reference The Finance plugin installs several types of components in support of the Finance process. Installed with Finance Several types of components are installed with the Finance plugin. Demo data is available with Finance. Tables installed with Finance Finance adds the following tables. Table sn_sm_finance_request Stores finance requests. sn_sm_finance_task Stores finance tasks. sn_sm_finance_request_template Stores finance request templates to create requests. sn_sm_finance_task_template Stores finance task templates to create tasks. sn_sm_finance_sf_request Stores finance request state flows. sn_sm_finance_sf_task Stores finance task state flows. Properties installed with Finance Finance adds the following properties. Property Type (true/false, string, etc.) finance.allow.toll.roads true/false Allow toll roads to be used. finance.autodispatch.geolocation true/false Geolocation should be used to update estimated travel time via Google Maps API. finance.default.end.time string Default end time for all agents when no schedule is set, formatted as 17:00. finance.default.start.time string Default start time for all agents when no schedule is set, formatted as 08:00. finance.evening.rush.hours string Evening rush hour span, formatted as 14:30-16:00. finance.location.weight integer Location Weight. finance.map.merge.task.agent.markers true/false Merge the task and agent markers on the geolocation maps with a purple marker All rights reserved. 352

353 Property Type (true/false, string, etc.) finance.max.agents.processed integer Sets the maximum number of agents that will be processed by auto-dispatch at a time. finance.morning.rush.hours string Morning rush hour span, formatted as 06:30-08:00. finance.rush.travel.buffer integer Percentage to add to all rush hour travel times. finance.skills.weight integer Skills Weight. finance.timezone.weight integer Time Zone Weight. finance.travel.buffer integer Percentage to add to all travel times. finance.work.spacing integer Amount of time (in minutes) to add between the end of a task and the travel start of the next. Roles installed with Finance Finance adds the following roles. Role sn_sm_finance_admin Finance Administrator role has full control over all data. Also administers Territories and Skills, as needed. sn_sm_finance_agent Finance Agent role can accept or reject a task. It is the one who performs the work on the site. sn_sm_finance_approver_user Finance Approver role allows users to approve orders/requests. sn_sm_finance_basic Finance Basic role can read and create service orders and follow up on those they created. sn_sm_finance_dispatcher Finance Dispatcher role schedules and assigns the tasks to agents. They can be searched (filtered by) the group they manage. sn_sm_finance_initiator Finance Initiator is similar to sm_basic but is also used to grant UI access. sn_sm_finance_read Finance Read role can only read and create service orders and follow up on those they created. Script includes installed with Finance Finance adds the following script includes All rights reserved. 353

354 Script include FacilitiesUtils Business rules installed with Finance Finance adds the following business rules. Business rule Table Ready for work (approval off) sn_sm_finance_request Request state flow from draft to ready. Assigned sn_sm_finance_request Request state flow from ready to assigned. Cancellation sn_sm_finance_request Request state flow from any state to cancel. Start Work sn_sm_finance_request Request state flow from assigned to work in progress. Ready for work (approval on) sn_sm_finance_request Request state flow from approved to ready. Assigned sn_sm_finance_task Task state flow from draft to assigned. Start Work sn_sm_finance_task Task state flow from accepted to work in progress. Accept sn_sm_finance_task Task state flow from assigned to accepted. Ready for work sn_sm_finance_task Task state flow from draft to pending assignment. Cancel Cleanup sn_sm_finance_task Task state flow from any state to cancel. Reassign sn_sm_finance_task Task state flow from any state to assigned. Assigned sn_sm_finance_task Task state flow from pending assignment to assigned. notifications installed with Finance Finance adds the following notifications. Notification Table Finance Request created from sn_sm_finance_request Finance Request created from . Finance Request changed sn_sm_finance_request Finance Request changed. Finance Task changed sn_sm_finance_task Finance Task changed All rights reserved. 354

355 Catalogs installed with finance service management Catalogs Finance adds the following catalogs. Table 98: Catalogs for finance service management Catalog Name Finance Catalog Provides a catalog and categories for users to submit different types of finance requests. Events installed with Finance Finance adds the following events. Event Table fr.request.changed sn_sm_finance_request When the state, assignee, assignment group and work notes are changed. fr.request. .creation sn_sm_finance_request When a request is created via fr.task.changed sn_sm_finance_task When the state, assignee, assignment group and work notes are changed. Request management Service management (SM) applications use a common request management process. Each of the applications allows you to manage business functions that require a request-type workflow in which requests are approved, qualified, assigned, and completed. Agents need to regularly access request records as they resolve requests and correspond with the submitters. They can also access built-in reports to see information like the number of active or unassigned requests for a particular SM application. Request creation Requests are created differently based on the role that has been granted to the user. Department administrators can create requests differently than an employee can. Create a request through the catalog The catalog provides several different categories so users can choose the one that closely relates to their request Navigate to Self-Service > [SM application] Catalog. Choose from the displayed categories. Select a subcategory, if necessary. Fill in the fields on the form All rights reserved. 355

356 Note: Each service management application displays different fields. Table 99: Catalog fields 5. Field Opened for The name of the person submitting this request. Select a new name if you are opening this request on behalf of another user. Location The location for this request. Priority The priority that describes the importance of this request. Short A brief summary of the request. Detailed A detailed description of the request. Click Submit. Note: If the catalog fields do not display on the request form, you can configure the form and add the SM Variable Editor related list. Create a request using the request form The request form allows you to associate a request with a configuration item, which is affected by the request in an SM application. Associating a CI to a request helps your configuration management team understand which services could be negatively impacted by the request issue. You can also use this form if you want to include additional comments and work notes for the request Navigate to [SM application] > Requests > Create New. Fill in the fields on the form, as appropriate. Table 100: Request form fields Field Number An auto-generated number that identifies the request record. Company The name of the company from which the request initiated. Caller The name of the requester. Affected CI A CI affected by this request. Location The location associated with this request. Verify that the location is correct. If it is not, you can select another location record All rights reserved. 356

357 Field Template The template for creating this request (optional). Click the reference lookup icon and select a template. The request will be populated with all fields in the selected template including all subtasks and part requirements (if applicable). Opened Auto-filled with the date and time the request was opened. Priority The priority that describes the importance of this request. By default, all requests are set to 4-Low. State The state that describes what work stage this request is in. By default, all requests are set to Open. Assignment group Select the group from which an agent is assigned to the request. You can select only assignment groups associated with the service management application you are using. Note: If you selected the [SM application name] will use the dispatch queue option on the Configuration screen, only users with the Dispatcher role can edit this field. If you selected the [SM application name] will not use the dispatch queue option, all users except those with the Basic and Initiator roles can edit this field All rights reserved. 357

358 Field Assigned to Select the agent to assign the request to. If you already selected an assignment group, you can only select agents who belong to that group. If notifications are enabled on your instance, a built-in notification automatically sends an to this user when you save the request record. Notes: If you selected the [SM application name] will use the dispatch queue option on the Configuration screen, only users with the Dispatcher and Agent roles can edit this field. If you selected the [SM application name] will not use the dispatch queue option, all users except those with the Basic and Initiator roles can edit this field. If you selected an assignment group and want to assign the work to a new user, click the reference lookup icon next to Assigned to, click New, and create a new user. Be aware, however, that you must navigate to User Administration > Groups and add the user to the assignment group before the request can be assigned. Initiated from Specify the incident or task from which this request was created. Billable Select this check box if the request is billable. Short description [Required] A brief summary of the request. Optionally, you can click the search knowledge icon to view articles in the knowledge base relating to this product model, plan, or CI. Doing so could provide a solution related to the reason you are submitting this request. A detailed description of the request. The description is always visible to the submitter. Therefore, if you add or modify the description for a request that another user submitted, the user is able to see the changes. Work notes Additional notes that you want to share between users who can access the request form. A user who submits the request through the service catalog cannot see the work notes All rights reserved. 358

359 Note: If you specify an Assignment group, and you want to assign the work to a user who is not already in your user table, you can click the magnifying glass icon in the Assigned to field, click New, and create the new user record. Be aware, however, that the new user will not be recognized. 3. Click Submit Request creation using inbound actions Requests can be automatically created or updated from the information in inbound s as long the functionality has been enabled on the SM application's configuration screen and the s are sent to a mailbox defined by criteria in the appropriate inbound action. After the functionality has been enabled by selecting the Requests can be created and updated by inbound option on the application configuration screen, three inbound actions are available for the SM applications available in the base system, as well as for new applications created using the SM application creator. Create a request from an inbound Requests can be automatically created from the information in inbound s as long the functionality has been enabled on the SM application's configuration screen and the s are sent to a mailbox defined by criteria in the appropriate inbound action Navigate to System Policy > > Inbound Actions. Select the inbound action called Create [application name] Request. The inbound action record opens and displays the default conditions that trigger the inbound action. When an is sent to the mail list defined by the criteria in Actions, a request is created with the following information: 3. The Contact type is set to . The sender (if found) populates the opened_by and Caller fields for a newly-created sm_order based item. The subject populates the Short description field. The body populates the field. The sender's company (Sender->Company) populates the Company field. The sender's location (Sender->Location) populates the Location field. The entire is copied into the Work notes field. You can use the action as it is or modify it to meet the needs of your organization. Create a request from a forwarded inbound Requests can be automatically created from the information in forwarded inbound s as long the functionality has been enabled on the SM application's configuration screen and the s are sent to a mailbox defined by criteria in the appropriate inbound action Navigate to System Policy > > Inbound Actions. Select the inbound action called Create [application name] Request (Forwarded). The forwarded inbound action record opens and displays the default conditions that trigger the inbound action. When an is forwarded to the mail list defined by the criteria in Action, a request is created with the following information: The Contact type is set to All rights reserved. 359

360 3. The sender (if found) populates the opened_by and Caller fields for a newly-created sm_order based item. The subject populates the Short description field. The body populates the field. The sender's company (Sender->Company) populates the Company field. The sender's location (Sender->Location) populates the Location field. The entire is copied into the Work notes field. You can use the action as it is or modify it to meet the needs of your organization. For more information, see notifications. Update a request from an inbound Requests can be automatically updated from the information in inbound replies as long the functionality has been enabled on the SM application's configuration screen and the s are sent to a mailbox defined by criteria in the appropriate inbound action Navigate to System Policy > > Inbound Actions. Navigate to the inbound action called Update [application name] Request and click its Name. The update inbound action record opens and displays the default conditions that trigger the inbound action. When an reply is received in the mail list defined by the criteria in the action, the associated request is opened and update information is added to the Work notes field. You can use the action as is or modify it to meet the needs of your organization. For more information, see notifications. Request states SM requests follow a specific life cycle. The State field on the record is always read-only. The request states displayed depend on the SM application, as indicated in the table. Table 101: Service management request states State Draft Request initiator adds information about the work to be done. Awaiting Qualification Request has been fully described by the initiator and can be processed by a qualifier. This state is valid only for the following SM applications: Qualified Field Request is fully qualified, meaning that all technical information to complete the request tasks has been added, but work has not started. This state is valid only for the following SM applications: Field All rights reserved. 360

361 State Awaiting Approval When the information is complete enough for review by an approver, the request is marked ready for approval. This state is valid only for the following SM applications: Approved Facilities Finance Legal Marketing The appropriate approver approves the request. This state is valid only for the following SM applications: Facilities Finance Legal Marketing # Work In Progress Work has started. Closed Complete Request was completed to specification. Closed Incomplete Request could not be completed as specified. Cancelled Request was cancelled. In addition to the State field, the different request task states are also shown visually at the top of each task record with the process flow formatter. Figure 26: Process flow formatter Note: If the State flows are enabled option in the configuration screen is not selected, the process flow formatter is removed. If you added states to the request and task tables, those states will be visible on the request form. Request approvals Approving a request in a SM application means that the request is ready for task creation and assignment. When a request is sent to a user with the [SM application]_approver_user role, the approver has several choices. If you select Approval is required for new requests in the application's Configuration screen, a newly-created request automatically moves to the Awaiting Approval state. Otherwise, the request moves to the next configured state All rights reserved. 361

362 Table 102: Request approval states Approval Choice Approved The request is approved. Rejected The request is not qualified and it will be moved to the cancelled state. Additionally, the following work note is added to the request: The [SM application] request is rejected. More information required The request does not contain enough information. It reverts back to the Draft state and the following work note is added to the request: The [SM application] request needs more information for further approval. Duplicate The request is no longer required, because the work was already performed by another request. The request is moved to the Cancelled state and the following work note is added to the request: This is a duplicate [SM application] request. Agent assignment Depending on your settings in the SM application's configuration screen, you can assign agents manually or using auto-assignment. Manually assign agents to active requests Use this procedure to assign agents to active requests in service management (SM) applications. 1. Navigate to one of the following: [SM application] > Open - Unassigned for a list of requests that no one is assigned to. [SM application] > All [SM application] Requests for a list of all open requests, regardless of their current assignment. Open the request you want to assign. In the Assignment group field, enter the group that handles this kind of request. If no groups are available, leave this field blank. To look up the assignment group, click the look up using list icon ( field. ) beside the Assignment group Note: You do not have to select an assignment group, but doing so limits the users you can assign the request to. 4. In the Assigned to field, enter the agent to handle this request. To look up an agent, click the look up using list icon ( ) beside the Assigned to field All rights reserved. 362

363 Note: The users in the search results are limited to the users in the Assignment group, if one was selected. 5. Click Update. An notification is automatically sent to the assigned agent if notifications are set up for the instance. Agent auto assignment When auto assignment is enabled and a task is qualified or marked as Ready for Work, an appropriate agent is automatically assigned to the task and it is moved to the Assigned state. If the task cannot be auto-assigned, a user with the dispatcher role must adjust the values in the request or task form and then save the record. The Auto-Assignment feature can be enabled for requests or tasks, depending on the Service Management (SM) application's configuration settings: If the Requests are assigned via auto-assignment option is enabled, requests are automatically assigned. If the Tasks are assigned via auto-assignment option is enabled, the tasks in a request are automatically assigned. Agent auto assignment using rating-based criteria Rating-based methods, such as location, skills, and time zones, help you auto assign agents based on configuration settings and optional properties. The calculated ratings are used to determine the best agent to perform the task. Any combination of rating-based methods can be enabled in the application configuration screen. When a task is created, a rating for each type of enabled selection criteria is calculated for each available agent. The agent whose average rating is highest is considered for auto-assignment. The settings for the auto-assignment weighting properties, found in [SM application] > Administration > Properties, are included in the rating calculations. These values help you prioritize which auto-assignment selection criteria is more important to your organization. The priority values should be [1, 10] and they are factored between 1 and 0. That is, 10 is a factor of 1, 5 is a factor of.5, and so on. For an example of how the weighting properties affect agent ratings, see Agent auto assignment using multiple selection criteria on page 53. Agent auto assignment using location Agents can be auto assigned based on the location defined in their user record and the location of the tasks. Auto assignment by location can be performed in a task- or request-driven processing environment, if the Auto-selection of agents will consider location of agents configuration is enabled. When a task is created, agent locations are compared to the following ranges to determine each agent's location rating. Table 103: Location rating calculation Distance (mi.) from agent to task Rating 0 to to to All rights reserved. 363

364 Distance (mi.) from agent to task Rating 5.1 to to to to to >100 0 When a task is qualified or marked as Ready for Work, the agent closest to the task location will be considered for the task. If the application is configured so that only location is considered, the closest agent will be auto-assigned to the task. If the application is configured to use other selection criteria such as skills, time zone, or schedule the ratings of all selection criteria are averaged, and the agent with the highest overall rating is auto-assigned for the task. See Agent auto assignment using multiple selection criteria on page 53 for details. Agent auto assignment using skills Agents can be auto assigned based on the agent's skills and the skills required to perform the task. Assign skills to an agent's user records using Skills > Users. Auto assignment by skills can be performed in either a task- or request-driven processing environment if the Auto-selection of agents for tasks requires them to have skills configuration option must be set to all or some for the application. When a task that includes skills is qualified or marked as Ready for Work, each agent's skills are compared with the skills required to perform the task and a rating is calculated based on the skills configuration option. If the option is set to some, the agent with the closest skills match is auto-assigned the task. If the option is set to all, only agents who possess all of the required skills will be considered. If no agents possess all of the skills required to perform the task, none are auto-assigned. An agent's skills rating is calculated as: Skills_agent/Skills_task where: Skills_agent is the number of skills possessed by the agent that match the skills required for the task. Skills_task is the total number of skills required for the task. For example, if a task requires 4 skills, and Agent A possesses three of them and Agent B possesses two of them: Agent A's skill rating = 3/4 or 0.75 Agent B's skill rating = 2/4 or 0.5 If the application is configured to use other selection criteria, such as location or time zone, the ratings of all selection criteria are averaged, and the agent with the highest overall rating is auto-selected for the task. See Agent auto assignment using multiple selection criteria on page 53 for details. Agent auto assignment using time zones Agents can be auto assigned based on the time zone defined in their user records and the time zone of the tasks All rights reserved. 364

365 Auto assignment by time zone can be performed in either a task- or request-driven processing environment if the Auto-selection of agents will consider time zone for the task configuration option must be enabled for the application. When a task is qualified or marked as Ready for Work, agents in the time zone closest to the task time zone will be considered for the task. If the application is configured so that only time zone is considered, an agent in the same time zone will be auto-assigned the task. Note: It is important that the time zones for the agent and the task be set correctly. When a task is created, agents are rated based on the time zone of the task and the agent's time zone using the following formula: 1 - [abs(task_tz Agent_tz) 12] where: abs is the mathematical function to compute the absolute value. Task_tz is the offset between the time zone of the task and GMT. Agent_tz is the offset between the time zone of the agent and GMT. For example, a task is created in New York City (GMT-4), and two agents are available to perform the task, one in Los Angeles (GMT-7) and one in Paris, France (GMT+1). The rating of the agent in Los Angeles is calculated as: 1 - abs((-4) - (-7)) 12 or 0.75 The rating of the agent in Paris is calculated as: 1 - abs((-4) - (+1)) 12 or 0.58 So if the auto assignment of the task is based on the time zone alone, it will be assigned to the agent from Los Angeles. If the application is configured to use other selection criteria, such as skills or location, the ratings of all selection criteria are averaged, and the agent with the highest overall rating is auto-selected for the task. See Agent auto assignment using multiple selection criteria on page 53 for details. Agent auto assignment using time-based criteria Time-based methods, such as schedules and priority assignment, help you auto assign agents based on configuration settings and optional properties. The calculated ratings are used to determine the best agent to perform the task. Any combination of time-based methods can be enabled in the application configuration screen. When a task is created, the schedule of the agent and the task to be performed are combined with ratingbased criteria to auto-assign an agent. Agent auto assignment using schedules Agents can be auto assigned based on the agent or the task schedule. Auto assignment by schedule can be performed only in a task-driven processing environment, and the Auto-selection of agents will consider agent or task schedules configuration option must be enabled for the application. If this option is turned off, only the agent ratings will be used for auto-assignment. When a task is qualified or marked as Ready for Work, agents ratings are evaluated, and the schedules of qualified agents are compared against the schedule of the task to determine the agent with the best matching schedule. Note: If the task includes specific time entries in the Window start and Window end fields, and no agent's schedule falls within that task window, no agents will be assigned. Also be aware that if the customer wants a task to be performed at or near a specific time, the Window start time should be set as close to that time as possible. If, for example, the Window start and Window end fields All rights reserved. 365

366 are set to 1:00 pm and 8:00 pm, respectively, and the customer prefers the job to be started at 4:00 pm, it is possible that an agent will be dispatched at 1:00 pm. So setting the Window start closer to 4:00 can help ensure that the work is performed when the customer prefers it to be done. If the application is configured to use other selection criteria, such as skills or time zone, the ratings of all selection criteria are averaged, and the agent with the highest overall rating is auto-selected for the task. See Agent auto assignment using multiple selection criteria on page 53 for details. Agent auto assignment using priority assignment The priority assignment feature enables you to configure auto assignment so that agents can be assigned to perform tasks or provide services on a continual, 24x7x365 basis. Priority assignment is triggered when the priority of a task matches the priority set in the application configuration page. Priority assignment can be used in conjunction with location and skills settings; however, it can also operate independently. To use priority assignment, you must set the following configuration options for the application. Table 104: Priority auto-assignment configuration options Field Process lifecycle Set to task driven (subtasks are required). Assignment method for tasks Set to auto-assignment. Auto-selection of agents will consider agent or task schedules Enabled. Enable priority assignment Enabled. Select priorities for assignment Select one or more priorities. Only tasks of the selected priority or priorities will trigger auto-assignment based on priority assignment. When a task is qualified or marked as Ready for Work, and the priority of the task matches a priority selected for the application, the agent that best matches the schedule of the task will be auto-assigned. If the location and skills options are enabled, agents are first evaluated on their physical proximity to the location of the task, and then on how their skills match the skills required to perform the task. The agent whose location, availability, and skills best match the requirements of the task will be auto-assigned. When a task has a priority that matches a priority in the priority assignment list, the Location Rating and Timezone Rating are ignored, even if they have been enabled. If the priority of a task matches a priority selected in the Select priorities for assignment option, and no agents in the assignment group are available to be auto-assigned, the task is assigned to the group manager, regardless of whether the manager is available. It is the responsibility of the manager to locate an agent to perform the task. Note: If no agent is located in the same time zone as the task, priority assignment will fail. Agent auto assignment using multiple selection criteria At its simplest, auto assignment involves identifying a set of selection criteria and automatically assigning the task to the agent who most closely meets the criteria. You can, however, select multiple sets of criteria, including both rating-based and time-based criteria. When a task is qualified or marked as Ready for Work, the following evaluations are performed: 1. The agents' ratings are calculated. If the Auto-selection of agents will consider agent or task schedules configuration option is disabled for the application, the agents' ratings are used exclusively for auto-assigning an agent All rights reserved. 366

367 For more information on how the ratings are calculated, see: 2. Agent auto assignment using location on page 49 Agent auto assignment using skills on page 50 Agent auto assignment using time zones on page 51 If the Auto-selection of agents will consider agent or task schedules configuration option is enabled, the schedules of the agents whose ratings are acceptable for auto-assignment are compared to the schedule for the task, and the agent with the best match is auto-assigned. For more information on time-based methods for auto-assigning agents, see: Agent auto assignment using schedules on page 51 Agent auto assignment using priority assignment on page 52 Auto assignment is based on the following calculation: (Criteria_1 rating x Criteria_1 weight) + (Criteria_2 rating x Criteria_2 weight) + (Criteria_3 rating x Criteria_3 weight) / Number of criteria types used where: Number of criteria types used = 1, 2, or 3 depending on the location, skill, and time zone settings used. This example calculates agent auto-assignment based on location and skills. The example is based on the following assumptions. The Auto-selection of agents will consider location of agents configuration option is enabled for the application. The Auto-selection of agents requires them to have some of the required skills for the task configuration option is enabled for the application. The Skills Weight property is set to 10 for the application. The Location Weight property is set to 5 for the application. Agents A and B are available to perform a task, and the task requires four specific skills. Agent A's location is 5 miles from the site of the task and he possesses three of the four required skills. Agent B's location is one-quarter mile from the site, and she possesses two of the required skills. Auto assignment for the agents uses this calculation: [(Location rating x Location weight) + (Skills rating x Skills weight)]/ 2 The auto assignment calculation for Agent A is: [(0.7 x 0.5) + (0.75 x 1)]/ 2 = 0.55 The auto assignment calculation for Agent B is: [(0.9 x 0.5) + (0.5 x 1)]/ 2 = In this example, Agent A is auto assigned the task. Collaborate on a request Within a request, you can enter comments that are visible to the submitter, allowing for collaboration between the two of you. For collaboration with other agents, you can enter comments that are not visible to the submitter Navigate to [SM application] > All [SM application] Requests. Open the request you want to collaborate on. In the Additional comments (Customer visible) field, enter the comments that you want the person who submitted the request to see. The submitter can see the comments in this field and add additional All rights reserved. 367

368 4. comments as necessary. You can update this field as many times as necessary to correspond with the submitter. To correspond with other agents, enter content that you do not want the submitter to see in the Work notes field. Close a request When you close a request, you have an opportunity to add details that you want the submitter to be aware of Navigate to [SM application] > Assigned to me. Click the request number. In the Additional comments field, enter any final notes or comments. Change the State field to the appropriate closed state. Click Update. Closed and completed requests When the Request lifecycle option is set to request-driven in the Configuration screen of the associated SM application, the assigned agent can complete and close the request once all of the request's tasks are complete. A Close Complete button is visible on the SM application's Request form to the agent assigned to the request. The agent must enter work notes before clicking Close Complete. When the button is clicked, the open task is automatically completed (if applicable) and the request transitions to the Complete state. Request task management A request contains one or more tasks. These tasks allow qualifiers to define activities that must be done to complete a request. Administrators can create multiple tasks under a single request. Splitting a request into separate tasks, when necessary, enables qualifiers to: Assign different aspects of a request to different staff members. Assign tasks to staff members who have different skill sets or are in different locations. Schedule tasks so they are either done one after another, or at the same time by different staff members. Schedule additional tasks, if necessary, to complete the request. Note: If you have the Request lifecycle is request driven configuration option activated, you can manually add tasks as needed. If you have Request lifecycle is task driven activated, an initial task is automatically created when the request record is created. Create request tasks Tasks are created in support of requests. Role required: [SM application]_admin or [SM application]_qualifier Navigate to [SM Application] > Requests > All [SM Application] Requests. Open the request for which you want to create tasks. Click the Add Task related link All rights reserved. 368

369 4. The Task screen for the SM application opens. Fill in the fields on the form. Note: Not all fields display for all SM applications. Table 105: Request task fields Field Number Auto-generated identification number for the task. Parent Request that this task is associated with. Cloned from Record number of the task this task was cloned from, if any. Location Geographical area where the work needs to be done. The location is critical for determining the staff member who is assigned to the task. Template Template for creating this request (optional). Click the lookup icon and select a template. The description of the selected template will populate the field. Skills Abilities necessary to execute the task. This fields is automatically completed based on the selection in the Affected CI field on the associated request. If you change the affected CI on the request, the system adds any skills required by the new CI to the skills already listed here. State Current state of the task, such as Accepted or Closed Complete. The advances the state automatically as users complete the work for each successive state. Assignment group Group from which an individual legal staff member should be selected to complete the task. The lookup list shows only the assignment groups associated with the selected Location. If the Assignment Group field is empty, the system searches for the group covering the territory that includes the location of the task All rights reserved. 369

370 Field Assigned to Individual staff members who should complete the task, selected from the Assignment group. If you defined skills and assigned them to staff members, the Assigned to field lookup list shows only those staff members in the assignment group who have all the Skills required. If no exact match of skills is found, the lookup list shows all assignment group members. Note: If state flows are disabled, this field is not mandatory. Short description Brief explanation of the task. Exact technical description of the unit of work to be performed. Qualifiers should provide as much detail about the problem as possible to avoid extra communication with the caller in later stages of the request. Work notes Information about the task as it progresses through each state. Work notes are not visible to customers. Scheduling - These fields display for Finance and Marketing Service Management. Scheduled start Date and time when the earliest task is scheduled to start. Note: If state flows are disabled, this field is not mandatory. Estimated end Estimated work end date. This is the estimated date when the latest task will be completed. Actual work start Date and time when the earliest task actually started. Actual work end Date and time when the latest task actually ended. Requested due by Estimated date when the latest task will be completed. Note: The workflow appears at the top of the form, with the completed states shown in green. Request task states Like service management requests, their associated tasks follow a specific life cycle. The State field on the request task record is always read-only. The request task states displayed depend on the SM application, as indicated in the table All rights reserved. 370

371 Table 106: Service management request task states State Draft Qualifier is not done describing the work. Pending Dispatch Request task is ready to be assigned. The parent request state changes to Qualified if all associated tasks are in Pending Dispatch or a later state. Assigned Request task is pending acceptance from the assigned agent. Accepted Request task has been accepted by the agent and is ready to be done. This state is valid only for Marketing. Work In Progress Work on the request task has started. The parent request state changes to Work In Progress if no associated tasks are in Draft state. Closed Complete Request task was completed to specification. Closed Incomplete Request task could not be completed as specified. Canceled Request task was canceled. In addition to the State field, the different request task states are also shown visually at the top of each task record with the process flow formatter. Note: If the State flows are enabled option in the configuration screen is not selected, the process flow formatter is removed. Task windows A task window is the time period, bordered by start and end times, in which a task should be performed. A task window can be flexible or fixed and is used by the auto-routing and auto-dispatch features to determine a staff member's daily schedule. A flexible window has start and end times that attempts to respect when dispatching or routing a task automatically. The system can reschedule a flexible task window if necessary to make it fit into a staff member's schedule. A fixed task window cannot be rescheduled. If the auto-router or auto-dispatcher cannot schedule the task for the fixed window time period, that task is not scheduled at all. The time interval configured for a window cannot be less than the time required to perform the task. Use a task template for multiple request templates If you have tasks that are often repeated across multiple jobs, you can create a task template and reuse it in multiple request templates. 1. Create a request template and an associated task template that contains the information you want to reuse. An example is shown here All rights reserved. 371

372 2017. All rights reserved. 372

373 2. When you create subsequent request templates, you can click Copy Task Template and select the task template you want to use. 3. Save the file. Clone a request task Existing tasks can be cloned to create new tasks. Role required: admin, itil, creator, or catalog admin In the cloning process, the following information is copied from the source task: Parent request reference Short description Assignment group Location Required skills Open the request task and select Clone Task under Related Links. The application creates a new task in Draft state. The Work Notes contain the original task number and text stating that the task is a clone All rights reserved. 373

374 Legal The Legal application lets you request changes to the operation and maintenance of your legal-related cases. The legal staff can then track these requests and make the necessary changes. Any user in the system can view all open legal requests. This gives your users a chance to see the legal issues that have already been reported before they submit a new request. Request templates are linked to service catalog items; specifically, to record producers. When you make a request from the catalog, it uses the catalog item's associated template to create the actual legal request. Legal is one in a suite of applications known as (SM) applications. SM applications, such as Field and Facilities allow you to manage business functions that require a request-type workflow where requests are approved, qualified, assigned, and completed. When is activated, SM applications can be activated, as well as other features such as the Application Designer and the Portal. Legal process Legal defaults to the request-driven process, where tasks can be assigned to a request; however, closing all tasks will not automatically close the request. You can switch to the task-driven process if you require multiple tasks to be performed before the request can be considered complete. The legal service management process is as follows: 1. Users submit legal requests through the service catalog. 2. Based on settings in the Legal Configuration, the request transitions through states based on actions performed through the request. 3. When the request has been fulfilled by the legal team, the request is closed. Get started with Legal The topics in this section describe how to activate Legal, and configure it for use. Activate Legal The Legal plugin is available as a separate subscription. Activating it, automatically activates the Core plugin. Role required: admin You can add legal service management to the CMS portal by activating the following plugins: [com.snc.enterprise_service_management.cms] Legal Service Automation CMS Portal [com.snc.work_management.cms] Navigate to System Definition > Plugins. Right-click the plugin name on the list and select Activate/Upgrade. 3. If the plugin depends on other plugins, these plugins are listed along with their activation status. Optional: If available, select the Load demo data check box All rights reserved. 374

375 4. Some plugins include demo data sample records that are designed to illustrate plugin features for common use cases. Loading demo data is a good policy when you first activate the plugin on a development or test instance. You can load demo data after the plugin is activated by repeating this process and selecting the check box. Click Activate. Administer Legal Administrators should set up an administrator group and one or more legal groups and assign the appropriate roles and users to those groups. Create a group Set up groups and assign the necessary roles and users. The users in the group inherit the roles of the group, so you do not have to assign roles to each user separately. Role required: admin A good practice is to create as many groups as needed in your organization. For example, you can create a staff group for each geographic location or for each function, such as building maintenance or building security, assign the necessary users to those groups, and then assign the staff role to those groups. It is also a good practice to create one group for administrators and assign the admin role to this group only Navigate to User Administration > Groups. Click New. Fill in the fields. To see some of the fields, you may need to personalize the form. Field Name Name of the group. Manager Group manager or lead. Type Category for this group. For example, a group designated as type catalog is a service catalog group and can also be accessed under the Service Catalog > Catalog Policy > Fulfillment Groups module. You may need to personalize the form to add the Type field. Activating the Work Management plugin adds the Type field automatically. Group Group distribution list or the address of the group's point of contact, such as the group manager. Parent Other group of which this group is a member. If a group has a parent, the child group inherits the roles of the parent group. The members of the child group are not members of the parent group. For example, if an incident is assigned to the parent group and you click the Assigned to lookup icon, only the members in the parent All rights reserved. 375

376 Field group are available. The members of the child group are not available. Active Check box that indicates whether the group is active or inactive. Inactive groups still appear in any reference field that already references the group, but are not visible by non-admin users in: 4. lists of groups the reference lookup list for reference fields the auto-complete list of groups displayed when you type into a reference field Exclude manager Check box that controls whether the group's manager receives notifications. Include members Check box that controls whether the group members receive individual s when someone sends an to the Group address. The only exception to this functionality is for approval notifications, whereby all members of a group receive an approval notification, regardless of the Include members selection. Helpful information about the group. Click the lock icon beside the Type field. If the field is not visible, configure the form to add it. The Type field expands Click the reference lookup icon ( ) and select the [application] type. Right-click the form header and select Save. Add the [application]_admin or [application]_staff role to the Roles related list. Add users to the Group Members related list. Click Update. Create a report Users with a reporting role can create and customize reports. Role required: admin Note: Roles do not inherit any of the reporting roles. To grant facilities administrators or staff the rights to create and customize reports, assign the appropriate reporting role. To create a report: Navigate to Reports > View / Run. Scroll down to the [SM application] Request section. Click a report to open it, or click Edit to make modifications. To create your own report, click New beside Global reports at the top of the page and use any of the tables installed with service management application to create the report All rights reserved. 376

377 View a report The Overview module is a type of homepage which displays various request gauges or reports, that help administrators and staff members track and manage aspects of the request fulfillment processes. Role required: admin Note: If you have tasks defined with assignment groups of the type Vendor, additional gauges display information for tracking vendor tasks and performance Navigate to [SM application] > Overview. A list of active requests appears at the top, and several built-in charts appear at the bottom. Click a request number to open that request. Click elements within the gauges to obtain more information. For example, in the Active Facilities Requests by Building bar chart, click the building name. All of the active requests for that building appear in a list All rights reserved. 377

378 2017. All rights reserved. 378

379 Configure Legal Legal defaults to the request-driven method for handling tasks. Administrators in the global domain can set legal management configurations to determine how the system handles day-tooperations. 1. Navigate to Legal > Administration > Configuration. Note: Administrators in domains lower than the global domain can view the Configurations screen, but cannot modify the settings. The options on the configuration screen are arranged in a multiple-tabbed layout, as follows: 2. The Business Process tab contains options for setting up the request lifecycle, creating catalogs and requests, and configuring notifications. The Assignment tab contains options for setting up manual and auto-assignment. The Add-ons tab contains options for enabling the knowledge base, managed documents, and task activities. Fill in the fields on the Business process tab. Note: The Configuration screen contains many configuration options. An option is enabled when the switch appears green and is toggled to the right. All configuration options listed in the Dependency must be enabled in order for the option to be displayed. Table 107: Configuration screen - Business Process Field Dependency Lifecycle Enable state flows Enable this option to use state flows consistent with all service management applications. If you prefer to create your own state flows using business rules, client scripts, and UI actions, disable the option. A confirmation box displays and includes a link to a help article that describes the implications of disabling state flows. We highly recommend that you read the article before proceeding. If you disable state flows and save the configuration, this configuration option is removed from the screen and state flows cannot be re-enabled from the user interface All rights reserved. 379

380 Field Dependency Select request driven (subtasks are optional) if you do not want to require tasks to fulfill requests. When the request lifecycle is request driven, requests can be directly assigned to users in an assignment group. Users can still add tasks to requests; however, closing all tasks will not automatically close the request. Enable state flows is turned on. Enable state flows is turned on. Process lifecycle: request driven (subtasks are optional) Lifecycle Process lifecycle Note: If the Enable state flows option is not selected, the process lifecycle becomes requestdriven and this field is not displayed. Assignment method for requests Select the method for assigning requests: using auto-assignment: Requests are automatically assigned. using a workflow: You will be prompted to select the workflow you want to use for assignment. manually: you must manually assign requests. Note: The Process Lifecycle option is not available in all service management applications. Note: If the Enable state flows option is not selected, the assignment method defaults to manually and this field is not displayed All rights reserved. 380

381 Field Dependency Select the workflow for dispatching requests. Lifecycle Use this workflow to assign requests Enable state flows is turned on. Process lifecycle: request driven (subtasks are optional) Assignment method for requests Note: The Process Lifecycle option is not available in all service management applications. Approval for new request required If this option is disabled, all requests in the Awaiting Approval state are automatically approved. Use this workflow for approvals Select the approval workflow for requests. An approver must provide one of the following approval responses before requests can move to the next state: Enable state flows is turned on. Enable state flows is turned on. Approval is required for new requests Approved Rejected More information required Duplicate Note: If you do not select a workflow, the default workflow, Approval Workflow for SM, will be used. This workflow requests an approval from all users with the wm_approver_user role All rights reserved. 381

382 Field Dependency Lifecycle Assignment method for tasks Select the method for assigning tasks: Enable state flows is turned on. Enable state flows is turned on. Assignment method for tasks using auto-assignment: Tasks are automatically assigned. using a workflow: You will be prompted to select the workflow you want to use for assignment. manually: you must manually assign tasks. Note: If the Enable state flows option is not selected, the assignment method defaults to manually and this field is not displayed. Use this workflow to assign tasks Select the workflow for assigning tasks. Agent must accept or reject the assigned task Enable this option to require the assigned agent to accept or reject the task. Enable state flows is turned on. Copy task work notes to request Enable this option to synchronize task work notes with the work notes on the order or request. When work notes are added in the task, the same work notes appear in the order or request. Enable state flows is turned on. Catalog and Request Creation Create or update requests by inbound . Enable this option to allow inbound messages to create or update requests. This option must be enabled to allow requests to be marked as spam All rights reserved. 382

383 Field Dependency Lifecycle Requests are created using Select catalog or regular form to activate the catalog and enable automatic publishing of request templates to the catalog. Select regular form only to deactivate the catalog and disable automatic publishing of request templates to the catalog. Templates create a dedicated catalog item Enable this option to activate automatic publishing of catalog items for the application. Notification All rights reserved. 383

384 Field Dependency Lifecycle Send a notification when a field changes for a task or request. You can configure notifications to be sent to specific recipients when selected fields in requests and/or tasks change. 1. From Table, select Request or Task. 2. From Field, select the field to use for generating notifications. When a change is made to the selected field, a notification is sent to the recipients identified below. 3. From Recipients, select one or more recipients 4. If you select a specific user or a specific group, you are prompted to select a user or group. 5. To define additional notifications using other fields or recipients, repeat the steps above on the next line. 6. To remove a notification, click the delete notification icon ( ) to the right of the notification. 3. Click the Assignment tab and fill in the fields. Table 108: Configuration screen - Assignment tab Field Dependency Manual Assignment Assign requests or tasks based on assignment group coverage areas Enable this option to limit the selection of groups from the Dispatch group and Assignment group fields to groups that cover the location of the task All rights reserved. 384

385 Field Dependency Use dispatch queue Enable this option to use the dispatch group for manual assignment. Enable state flows is turned on. Process lifecycle: lifecycle is task driven Auto-Assignment - Scheduling Auto-selection of agents will consider agent or task schedules Enable this option to allow auto-assignment to use the schedules of the agents or tasks to determine who can be assigned to each task. Additionally, the Estimated work duration field is not mandatory when this configuration option is disabled. Enable state flows is turned on. Process lifecycle: lifecycle is task driven Note: The Process Lifecycle option is not available in all service management applications. Auto-selection of agents will consider time zone for tasks Enable this option to consider the time zone of the agent when assigning a task. Enable state flows is turned on. Enable priority assignment Enable this option to use priority assignment for autoassigning agents. Enable state flows is turned on. Process lifecycle: lifecycle is task driven Auto-selection of agents will consider agent or task schedules Note: The Process Lifecycle option is not available in all service management applications All rights reserved. 385

386 Field Dependency Use this priority list for priority assignment Select priorities for assignment. Enable state flows is turned on. Process lifecycle: lifecycle is task driven Auto-selection of agents will consider agent or task schedules Auto-selection of agents will follow the sun for tasks Note: The Process Lifecycle option is not available in all service management applications. Auto-Assignment - Additional Factors Auto-selection of agents will consider location of agents Enable this option to use the agent and location when determining who to assign the task to. Agents closer to the task location will get preference. Enable state flows is turned on. If using Process lifecycle: lifecycle is task driven, then If using Process lifecycle: lifecycle is request driven, then Assignment method for tasks: using auto-assignment Assignment method for requests: using auto-assignment All rights reserved. 386

387 Field Dependency Auto-selection of agents for tasks requires them to have skills This option determines the degree to which skills must be matched to a task when determining autoassignment. Select all to require that an assigned agent have all of the skills to perform the task. An agent who lacks one skill is eliminated. Select some if you want agents who have most of the skills needed to perform the task. Select none if you want to auto-assign agents without taking skills into account. Enable state flows is turned on. If using Process lifecycle: lifecycle is task driven, then Assignment method for tasks: using auto-assignment If using Process lifecycle: lifecycle is request driven, then 4. Assignment method for requests: using auto-assignment Enable state flows is turned on. If using Process lifecycle: lifecycle is task driven, then Assignment method for tasks: using auto-assignment If using Process lifecycle: lifecycle is request driven, then Auto-selection will attempt to Enable this option to auto assign the same agent to all assign all tasks for a request tasks in a request to the same agent. Assignment method for requests: using auto-assignment Click the Assignment tab and fill in the fields. Table 109: Configuration screen - Add-ons tab Field Dependency Documentation Enable a dedicated knowledge base Enable this option to activate the knowledge base for the application. Enable managed documents Enable this option to add a related list to managed documents All rights reserved. 387

388 Field Dependency Documentation Enable task activities Enable this option to log the task interactions and communications, such as phone calls and messages. Work notes are required to close or cancel a request or task Enable this option to require the user to enter work notes before a task or request can be closed or cancelled. Associated Task Tables Select associated tables Click Add to select additional tables. Maps Enable maps 5. Enable this option to use maps. Click Save. Warning: If you clicked the Enable state flows option to disable it, a confirmation box appears, along with a link to documentation that explains the consequences of disabling state flows. It is highly recommended that you read the documentation before proceeding. The action of disabling service management state flows cannot be reversed. Task- vs. request-driven processing All SM applications use either task-driven or request-driven processes for handling tasks. Each application defaults to one or the other of these processing types, but you can switch between them as needed. Task-driven processing means that the order or request is simply a container for a list of tasks that need to be completed in order for the overall work to be considered complete. When a work order is created, an associated task record is also automatically created. A request must have at least one task, and additional tasks can be defined to handle all aspects of the request. As tasks are performed and completed, the request transitions through a series of states. After the last task is closed, the request automatically transitions to closed. Request-driven processing means that tasks can still be assigned to a request; however, closing all tasks will not automatically close the request. A request does not require any sub-tasks and can be opened and closed independently. Any sub-tasks added can be transitioned and assigned independently and to different agents than specified on the request. Even if all tasks are closed, the request can remain open and continued to be worked on. However, the request cannot be closed until all tasks are also closed. In request-driven processing, state transitions are based solely on the request. Legal installation reference The Legal plugin installs several types of components in support of the Legal Service Management process All rights reserved. 388

389 Installed with Legal Several types of components are installed with the Legal plugin. Demo data is available with Legal. Tables installed with Legal Legal adds the following tables. Table Legal Request Stores legal request records (sn_sm_legal_request) Legal Task Stores legal task records (sn_sm_legal_task) Legal Request Template Stores the legal request catalog records (sn_sm_legal_request_template) Legal Task Template Stores the legal task catalog records (sn_sm_legal_task_template) Legal Request Flow Stores the legal requests state flow records (sn_sm_legal_sf_request) Legal Request Task Flow Stores the legal tasks state flow records (sn_sm_legal_sf_task) Properties installed with Legal Legal adds the following properties. Property Type legal.allow.toll.roads true or false Allow toll roads to be used legal.autodispatch.geolocation true or false Geolocation should be used to update estimated travel time via Google Maps API legal.default.end.time string Default end time for all agents when no schedule is set; formatted as 17:00 legal.default.start.time string Default start time for all agents when no schedule is set; formatted as 08:00 legal.evening.rush.hours string Evening rush hour span; formatted as 14:30-16:00 legal.location.weight integer Location weight All rights reserved. 389

390 Property Type legal.max.agents.processed integer Sets the maximum number of agents that will be processed by auto-dispatch at a time legal.morning.rush.hours integer Morning rush hour span, formatted as 06:30-08:00 legal.rush.travel.buffer integer Percentage to add to all rush hour travel times legal.skills.weight integer Skills weight legal.timezone.weight integer Time zone weight legal.travel.buffer integer Merge the task and agent markers on the geolocation maps with a purple marker legal.work.spacing integer Amount of time (in minutes) to add between the end of a task and the travel start of the next legal_management.map.merge.task.agent.markers true or false Merge the task and agent markers on the geolocation maps with a purple marker Roles installed with Legal Legal adds the following roles. Role title [name] sn_sm_legal_admin Legal administrator role has full control over all service management data. Also administers territories and skills, as needed. sn_sm_legal_agent Legal agent role can accept or reject a task. It is the one who performs the work on the site. sn_sm_legal_approver_user Legal approver role allows users to approve orders/requests. sn_sm_legal_basic Legal basic role can read and create service orders and follow up on those they created. sn_sm_legal_dispatcher Legal dispatcher role schedules and assigns the tasks to agents. They can be filtered by the group they manage. sn_sm_legal_initiator Legal initiator is similar to sm_basic but is also used to grant UI access. sn_sm_legal_read Legal read role can only read service orders. Business rules installed with Legal Legal adds the following business rules All rights reserved. 390

391 Name Table Condition Assigned Legal Request Request is assigned Automatically moves a Legal request from Ready to Assigned state [sn_sm_legal_request] Cancellation Legal Request Automatically executes when a Legal request is cancelled [sn_sm_legal_request] Ready for work (approval off) Legal Request approval is off and assigned_to field is not [sn_sm_legal_request] empty Automatically moves a Legal request from Draft to Ready state Ready for work (approval on) Legal Request approval is on and either a template [sn_sm_legal_request] is selected or assigned_to field is not empty Automatically moves a Legal request from Approved to Ready state Start Work Legal Request Automatically moves a Legal request from Assigned to Work in Progress state [sn_sm_legal_request] Accept Legal Task Automatically moves a Legal task from Assigned to Accepted state [sn_sm_legal_task] Assigned Legal Task [sn_sm_legal_task] Assigned Legal Task [sn_sm_legal_task] Cancel Cleanup Legal Task Assigned_to changed and is not empty Automatically moves a Legal task from Draft to Assigned state Assigned_to is not empty Automatically moves a Legal task from Pending Assignment to Assigned state State changes Executes when a Legal task is cancelled Legal task has a template and a task is created for its parent request Automatically moves a Legal task from Draft to Pending Assignment Assigned_to field changes and is not null and state is not assigned, accepted or work in progress Automatically moves a Legal task to Assigned state [sn_sm_legal_task] Ready for Work Legal Task [sn_sm_legal_task] Reassign Legal Task [sn_sm_legal_task] Start Work Legal Task Automatically moves a Legal task from Accepted to Work in Progress state [sn_sm_legal_task] All rights reserved. 391

392 notifications installed with Legal Legal adds the following notifications. Notification Table Event Legal Request created from Legal Request Legal Request changed Legal Request Legal Task changed Legal Task mr.request. .creationinbound should turned on in [sn_sm_legal_request] configuration mr.request.changed Create a notification rule in configuration on Request table mr.task.changed Create a notification rule in configuration on Task table [sn_sm_legal_request] [sn_sm_legal_task] Catalogs installed with legal service management Legal service management adds the following catalogs. Table 110: Catalogs for legal service management Catalog Name Legal Catalog Provides a catalog and several categories for users to submit several types of legal requests. Events installed with Legal Legal adds the following events. Event Table lr.request.changed Legal Request When the state, assignee, assignment group, or work notes on a legal request are changed [sn_sm_legal_request] lr.request. .creation Legal Request When a legal request is created via [sn_sm_legal_request] lr.task.changed Legal Task When the state, assignee, assignment group, and work notes on a legal task are changed [sn_sm_legal_task] Request management Service management (SM) applications use a common request management process. Each of the applications allows you to manage business functions that require a request-type workflow in which All rights reserved. 392

393 requests are approved, qualified, assigned, and completed. Agents need to regularly access request records as they resolve requests and correspond with the submitters. They can also access built-in reports to see information like the number of active or unassigned requests for a particular SM application. Request creation Requests are created differently based on the role that has been granted to the user. Department administrators can create requests differently than an employee can. Create a request through the catalog The catalog provides several different categories so users can choose the one that closely relates to their request Navigate to Self-Service > [SM application] Catalog. Choose from the displayed categories. Select a subcategory, if necessary. Fill in the fields on the form. Note: Each service management application displays different fields. Table 111: Catalog fields 5. Field Opened for The name of the person submitting this request. Select a new name if you are opening this request on behalf of another user. Location The location for this request. Priority The priority that describes the importance of this request. Short A brief summary of the request. Detailed A detailed description of the request. Click Submit. Note: If the catalog fields do not display on the request form, you can configure the form and add the SM Variable Editor related list. Create a request using the request form The request form allows you to associate a request with a configuration item, which is affected by the request in an SM application. Associating a CI to a request helps your configuration management team understand which services could be negatively impacted by the request issue. You can also use this form if you want to include additional comments and work notes for the request Navigate to [SM application] > Requests > Create New. Fill in the fields on the form, as appropriate All rights reserved. 393

394 Table 112: Request form fields Field Number An auto-generated number that identifies the request record. Company The name of the company from which the request initiated. Caller The name of the requester. Affected CI A CI affected by this request. Location The location associated with this request. Verify that the location is correct. If it is not, you can select another location record. Template The template for creating this request (optional). Click the reference lookup icon and select a template. The request will be populated with all fields in the selected template including all subtasks and part requirements (if applicable). Opened Auto-filled with the date and time the request was opened. Priority The priority that describes the importance of this request. By default, all requests are set to 4-Low. State The state that describes what work stage this request is in. By default, all requests are set to Open. Assignment group Select the group from which an agent is assigned to the request. You can select only assignment groups associated with the service management application you are using. Note: If you selected the [SM application name] will use the dispatch queue option on the Configuration screen, only users with the Dispatcher role can edit this field. If you selected the [SM application name] will not use the dispatch queue option, all users except those with the Basic and Initiator roles can edit this field All rights reserved. 394

395 Field Assigned to Select the agent to assign the request to. If you already selected an assignment group, you can only select agents who belong to that group. If notifications are enabled on your instance, a built-in notification automatically sends an to this user when you save the request record. Notes: If you selected the [SM application name] will use the dispatch queue option on the Configuration screen, only users with the Dispatcher and Agent roles can edit this field. If you selected the [SM application name] will not use the dispatch queue option, all users except those with the Basic and Initiator roles can edit this field. If you selected an assignment group and want to assign the work to a new user, click the reference lookup icon next to Assigned to, click New, and create a new user. Be aware, however, that you must navigate to User Administration > Groups and add the user to the assignment group before the request can be assigned. Initiated from Specify the incident or task from which this request was created. Billable Select this check box if the request is billable. Short description [Required] A brief summary of the request. Optionally, you can click the search knowledge icon to view articles in the knowledge base relating to this product model, plan, or CI. Doing so could provide a solution related to the reason you are submitting this request. A detailed description of the request. The description is always visible to the submitter. Therefore, if you add or modify the description for a request that another user submitted, the user is able to see the changes. Work notes Additional notes that you want to share between users who can access the request form. A user who submits the request through the service catalog cannot see the work notes All rights reserved. 395

396 Note: If you specify an Assignment group, and you want to assign the work to a user who is not already in your user table, you can click the magnifying glass icon in the Assigned to field, click New, and create the new user record. Be aware, however, that the new user will not be recognized. 3. Click Submit Request creation using inbound actions Requests can be automatically created or updated from the information in inbound s as long the functionality has been enabled on the SM application's configuration screen and the s are sent to a mailbox defined by criteria in the appropriate inbound action. After the functionality has been enabled by selecting the Requests can be created and updated by inbound option on the application configuration screen, three inbound actions are available for the SM applications available in the base system, as well as for new applications created using the SM application creator. Create a request from an inbound Requests can be automatically created from the information in inbound s as long the functionality has been enabled on the SM application's configuration screen and the s are sent to a mailbox defined by criteria in the appropriate inbound action Navigate to System Policy > > Inbound Actions. Select the inbound action called Create [application name] Request. The inbound action record opens and displays the default conditions that trigger the inbound action. When an is sent to the mail list defined by the criteria in Actions, a request is created with the following information: 3. The Contact type is set to . The sender (if found) populates the opened_by and Caller fields for a newly-created sm_order based item. The subject populates the Short description field. The body populates the field. The sender's company (Sender->Company) populates the Company field. The sender's location (Sender->Location) populates the Location field. The entire is copied into the Work notes field. You can use the action as it is or modify it to meet the needs of your organization. Create a request from a forwarded inbound Requests can be automatically created from the information in forwarded inbound s as long the functionality has been enabled on the SM application's configuration screen and the s are sent to a mailbox defined by criteria in the appropriate inbound action Navigate to System Policy > > Inbound Actions. Select the inbound action called Create [application name] Request (Forwarded). The forwarded inbound action record opens and displays the default conditions that trigger the inbound action. When an is forwarded to the mail list defined by the criteria in Action, a request is created with the following information: The Contact type is set to All rights reserved. 396

397 3. The sender (if found) populates the opened_by and Caller fields for a newly-created sm_order based item. The subject populates the Short description field. The body populates the field. The sender's company (Sender->Company) populates the Company field. The sender's location (Sender->Location) populates the Location field. The entire is copied into the Work notes field. You can use the action as it is or modify it to meet the needs of your organization. For more information, see notifications. Update a request from an inbound Requests can be automatically updated from the information in inbound replies as long the functionality has been enabled on the SM application's configuration screen and the s are sent to a mailbox defined by criteria in the appropriate inbound action Navigate to System Policy > > Inbound Actions. Navigate to the inbound action called Update [application name] Request and click its Name. The update inbound action record opens and displays the default conditions that trigger the inbound action. When an reply is received in the mail list defined by the criteria in the action, the associated request is opened and update information is added to the Work notes field. You can use the action as is or modify it to meet the needs of your organization. For more information, see notifications. Request states SM requests follow a specific life cycle. The State field on the record is always read-only. The request states displayed depend on the SM application, as indicated in the table. Table 113: Service management request states State Draft Request initiator adds information about the work to be done. Awaiting Qualification Request has been fully described by the initiator and can be processed by a qualifier. This state is valid only for the following SM applications: Qualified Field Request is fully qualified, meaning that all technical information to complete the request tasks has been added, but work has not started. This state is valid only for the following SM applications: Field All rights reserved. 397

398 State Awaiting Approval When the information is complete enough for review by an approver, the request is marked ready for approval. This state is valid only for the following SM applications: Approved Facilities Finance Legal Marketing The appropriate approver approves the request. This state is valid only for the following SM applications: Facilities Finance Legal Marketing # Work In Progress Work has started. Closed Complete Request was completed to specification. Closed Incomplete Request could not be completed as specified. Cancelled Request was cancelled. In addition to the State field, the different request task states are also shown visually at the top of each task record with the process flow formatter. Figure 27: Process flow formatter Note: If the State flows are enabled option in the configuration screen is not selected, the process flow formatter is removed. If you added states to the request and task tables, those states will be visible on the request form. Request approvals Approving a request in a SM application means that the request is ready for task creation and assignment. When a request is sent to a user with the [SM application]_approver_user role, the approver has several choices. If you select Approval is required for new requests in the application's Configuration screen, a newly-created request automatically moves to the Awaiting Approval state. Otherwise, the request moves to the next configured state All rights reserved. 398

399 Table 114: Request approval states Approval Choice Approved The request is approved. Rejected The request is not qualified and it will be moved to the cancelled state. Additionally, the following work note is added to the request: The [SM application] request is rejected. More information required The request does not contain enough information. It reverts back to the Draft state and the following work note is added to the request: The [SM application] request needs more information for further approval. Duplicate The request is no longer required, because the work was already performed by another request. The request is moved to the Cancelled state and the following work note is added to the request: This is a duplicate [SM application] request. Agent assignment Depending on your settings in the SM application's configuration screen, you can assign agents manually or using auto-assignment. Manually assign agents to active requests Use this procedure to assign agents to active requests in service management (SM) applications. 1. Navigate to one of the following: [SM application] > Open - Unassigned for a list of requests that no one is assigned to. [SM application] > All [SM application] Requests for a list of all open requests, regardless of their current assignment. Open the request you want to assign. In the Assignment group field, enter the group that handles this kind of request. If no groups are available, leave this field blank. To look up the assignment group, click the look up using list icon ( field. ) beside the Assignment group Note: You do not have to select an assignment group, but doing so limits the users you can assign the request to. 4. In the Assigned to field, enter the agent to handle this request. To look up an agent, click the look up using list icon ( ) beside the Assigned to field All rights reserved. 399

400 Note: The users in the search results are limited to the users in the Assignment group, if one was selected. 5. Click Update. An notification is automatically sent to the assigned agent if notifications are set up for the instance. Agent auto assignment When auto assignment is enabled and a task is qualified or marked as Ready for Work, an appropriate agent is automatically assigned to the task and it is moved to the Assigned state. If the task cannot be auto-assigned, a user with the dispatcher role must adjust the values in the request or task form and then save the record. The Auto-Assignment feature can be enabled for requests or tasks, depending on the Service Management (SM) application's configuration settings: If the Requests are assigned via auto-assignment option is enabled, requests are automatically assigned. If the Tasks are assigned via auto-assignment option is enabled, the tasks in a request are automatically assigned. Agent auto assignment using rating-based criteria Rating-based methods, such as location, skills, and time zones, help you auto assign agents based on configuration settings and optional properties. The calculated ratings are used to determine the best agent to perform the task. Any combination of rating-based methods can be enabled in the application configuration screen. When a task is created, a rating for each type of enabled selection criteria is calculated for each available agent. The agent whose average rating is highest is considered for auto-assignment. The settings for the auto-assignment weighting properties, found in [SM application] > Administration > Properties, are included in the rating calculations. These values help you prioritize which auto-assignment selection criteria is more important to your organization. The priority values should be [1, 10] and they are factored between 1 and 0. That is, 10 is a factor of 1, 5 is a factor of.5, and so on. For an example of how the weighting properties affect agent ratings, see Agent auto assignment using multiple selection criteria on page 53. Agent auto assignment using location Agents can be auto assigned based on the location defined in their user record and the location of the tasks. Auto assignment by location can be performed in a task- or request-driven processing environment, if the Auto-selection of agents will consider location of agents configuration is enabled. When a task is created, agent locations are compared to the following ranges to determine each agent's location rating. Table 115: Location rating calculation Distance (mi.) from agent to task Rating 0 to to to All rights reserved. 400

401 Distance (mi.) from agent to task Rating 5.1 to to to to to >100 0 When a task is qualified or marked as Ready for Work, the agent closest to the task location will be considered for the task. If the application is configured so that only location is considered, the closest agent will be auto-assigned to the task. If the application is configured to use other selection criteria such as skills, time zone, or schedule the ratings of all selection criteria are averaged, and the agent with the highest overall rating is auto-assigned for the task. See Agent auto assignment using multiple selection criteria on page 53 for details. Agent auto assignment using skills Agents can be auto assigned based on the agent's skills and the skills required to perform the task. Assign skills to an agent's user records using Skills > Users. Auto assignment by skills can be performed in either a task- or request-driven processing environment if the Auto-selection of agents for tasks requires them to have skills configuration option must be set to all or some for the application. When a task that includes skills is qualified or marked as Ready for Work, each agent's skills are compared with the skills required to perform the task and a rating is calculated based on the skills configuration option. If the option is set to some, the agent with the closest skills match is auto-assigned the task. If the option is set to all, only agents who possess all of the required skills will be considered. If no agents possess all of the skills required to perform the task, none are auto-assigned. An agent's skills rating is calculated as: Skills_agent/Skills_task where: Skills_agent is the number of skills possessed by the agent that match the skills required for the task. Skills_task is the total number of skills required for the task. For example, if a task requires 4 skills, and Agent A possesses three of them and Agent B possesses two of them: Agent A's skill rating = 3/4 or 0.75 Agent B's skill rating = 2/4 or 0.5 If the application is configured to use other selection criteria, such as location or time zone, the ratings of all selection criteria are averaged, and the agent with the highest overall rating is auto-selected for the task. See Agent auto assignment using multiple selection criteria on page 53 for details. Agent auto assignment using time zones Agents can be auto assigned based on the time zone defined in their user records and the time zone of the tasks All rights reserved. 401

402 Auto assignment by time zone can be performed in either a task- or request-driven processing environment if the Auto-selection of agents will consider time zone for the task configuration option must be enabled for the application. When a task is qualified or marked as Ready for Work, agents in the time zone closest to the task time zone will be considered for the task. If the application is configured so that only time zone is considered, an agent in the same time zone will be auto-assigned the task. Note: It is important that the time zones for the agent and the task be set correctly. When a task is created, agents are rated based on the time zone of the task and the agent's time zone using the following formula: 1 - [abs(task_tz Agent_tz) 12] where: abs is the mathematical function to compute the absolute value. Task_tz is the offset between the time zone of the task and GMT. Agent_tz is the offset between the time zone of the agent and GMT. For example, a task is created in New York City (GMT-4), and two agents are available to perform the task, one in Los Angeles (GMT-7) and one in Paris, France (GMT+1). The rating of the agent in Los Angeles is calculated as: 1 - abs((-4) - (-7)) 12 or 0.75 The rating of the agent in Paris is calculated as: 1 - abs((-4) - (+1)) 12 or 0.58 So if the auto assignment of the task is based on the time zone alone, it will be assigned to the agent from Los Angeles. If the application is configured to use other selection criteria, such as skills or location, the ratings of all selection criteria are averaged, and the agent with the highest overall rating is auto-selected for the task. See Agent auto assignment using multiple selection criteria on page 53 for details. Agent auto assignment using time-based criteria Time-based methods, such as schedules and priority assignment, help you auto assign agents based on configuration settings and optional properties. The calculated ratings are used to determine the best agent to perform the task. Any combination of time-based methods can be enabled in the application configuration screen. When a task is created, the schedule of the agent and the task to be performed are combined with ratingbased criteria to auto-assign an agent. Agent auto assignment using schedules Agents can be auto assigned based on the agent or the task schedule. Auto assignment by schedule can be performed only in a task-driven processing environment, and the Auto-selection of agents will consider agent or task schedules configuration option must be enabled for the application. If this option is turned off, only the agent ratings will be used for auto-assignment. When a task is qualified or marked as Ready for Work, agents ratings are evaluated, and the schedules of qualified agents are compared against the schedule of the task to determine the agent with the best matching schedule. Note: If the task includes specific time entries in the Window start and Window end fields, and no agent's schedule falls within that task window, no agents will be assigned. Also be aware that if the customer wants a task to be performed at or near a specific time, the Window start time should be set as close to that time as possible. If, for example, the Window start and Window end fields All rights reserved. 402

403 are set to 1:00 pm and 8:00 pm, respectively, and the customer prefers the job to be started at 4:00 pm, it is possible that an agent will be dispatched at 1:00 pm. So setting the Window start closer to 4:00 can help ensure that the work is performed when the customer prefers it to be done. If the application is configured to use other selection criteria, such as skills or time zone, the ratings of all selection criteria are averaged, and the agent with the highest overall rating is auto-selected for the task. See Agent auto assignment using multiple selection criteria on page 53 for details. Agent auto assignment using priority assignment The priority assignment feature enables you to configure auto assignment so that agents can be assigned to perform tasks or provide services on a continual, 24x7x365 basis. Priority assignment is triggered when the priority of a task matches the priority set in the application configuration page. Priority assignment can be used in conjunction with location and skills settings; however, it can also operate independently. To use priority assignment, you must set the following configuration options for the application. Table 116: Priority auto-assignment configuration options Field Process lifecycle Set to task driven (subtasks are required). Assignment method for tasks Set to auto-assignment. Auto-selection of agents will consider agent or task schedules Enabled. Enable priority assignment Enabled. Select priorities for assignment Select one or more priorities. Only tasks of the selected priority or priorities will trigger auto-assignment based on priority assignment. When a task is qualified or marked as Ready for Work, and the priority of the task matches a priority selected for the application, the agent that best matches the schedule of the task will be auto-assigned. If the location and skills options are enabled, agents are first evaluated on their physical proximity to the location of the task, and then on how their skills match the skills required to perform the task. The agent whose location, availability, and skills best match the requirements of the task will be auto-assigned. When a task has a priority that matches a priority in the priority assignment list, the Location Rating and Timezone Rating are ignored, even if they have been enabled. If the priority of a task matches a priority selected in the Select priorities for assignment option, and no agents in the assignment group are available to be auto-assigned, the task is assigned to the group manager, regardless of whether the manager is available. It is the responsibility of the manager to locate an agent to perform the task. Note: If no agent is located in the same time zone as the task, priority assignment will fail. Agent auto assignment using multiple selection criteria At its simplest, auto assignment involves identifying a set of selection criteria and automatically assigning the task to the agent who most closely meets the criteria. You can, however, select multiple sets of criteria, including both rating-based and time-based criteria. When a task is qualified or marked as Ready for Work, the following evaluations are performed: 1. The agents' ratings are calculated. If the Auto-selection of agents will consider agent or task schedules configuration option is disabled for the application, the agents' ratings are used exclusively for auto-assigning an agent All rights reserved. 403

404 For more information on how the ratings are calculated, see: 2. Agent auto assignment using location on page 49 Agent auto assignment using skills on page 50 Agent auto assignment using time zones on page 51 If the Auto-selection of agents will consider agent or task schedules configuration option is enabled, the schedules of the agents whose ratings are acceptable for auto-assignment are compared to the schedule for the task, and the agent with the best match is auto-assigned. For more information on time-based methods for auto-assigning agents, see: Agent auto assignment using schedules on page 51 Agent auto assignment using priority assignment on page 52 Auto assignment is based on the following calculation: (Criteria_1 rating x Criteria_1 weight) + (Criteria_2 rating x Criteria_2 weight) + (Criteria_3 rating x Criteria_3 weight) / Number of criteria types used where: Number of criteria types used = 1, 2, or 3 depending on the location, skill, and time zone settings used. This example calculates agent auto-assignment based on location and skills. The example is based on the following assumptions. The Auto-selection of agents will consider location of agents configuration option is enabled for the application. The Auto-selection of agents requires them to have some of the required skills for the task configuration option is enabled for the application. The Skills Weight property is set to 10 for the application. The Location Weight property is set to 5 for the application. Agents A and B are available to perform a task, and the task requires four specific skills. Agent A's location is 5 miles from the site of the task and he possesses three of the four required skills. Agent B's location is one-quarter mile from the site, and she possesses two of the required skills. Auto assignment for the agents uses this calculation: [(Location rating x Location weight) + (Skills rating x Skills weight)]/ 2 The auto assignment calculation for Agent A is: [(0.7 x 0.5) + (0.75 x 1)]/ 2 = 0.55 The auto assignment calculation for Agent B is: [(0.9 x 0.5) + (0.5 x 1)]/ 2 = In this example, Agent A is auto assigned the task. Collaborate on a request Within a request, you can enter comments that are visible to the submitter, allowing for collaboration between the two of you. For collaboration with other agents, you can enter comments that are not visible to the submitter Navigate to [SM application] > All [SM application] Requests. Open the request you want to collaborate on. In the Additional comments (Customer visible) field, enter the comments that you want the person who submitted the request to see. The submitter can see the comments in this field and add additional All rights reserved. 404

405 4. comments as necessary. You can update this field as many times as necessary to correspond with the submitter. To correspond with other agents, enter content that you do not want the submitter to see in the Work notes field. Close a request When you close a request, you have an opportunity to add details that you want the submitter to be aware of Navigate to [SM application] > Assigned to me. Click the request number. In the Additional comments field, enter any final notes or comments. Change the State field to the appropriate closed state. Click Update. Closed and completed requests When the Request lifecycle option is set to request-driven in the Configuration screen of the associated SM application, the assigned agent can complete and close the request once all of the request's tasks are complete. A Close Complete button is visible on the SM application's Request form to the agent assigned to the request. The agent must enter work notes before clicking Close Complete. When the button is clicked, the open task is automatically completed (if applicable) and the request transitions to the Complete state. Request task management A request contains one or more tasks. These tasks allow qualifiers to define activities that must be done to complete a request. Administrators can create multiple tasks under a single request. Splitting a request into separate tasks, when necessary, enables qualifiers to: Assign different aspects of a request to different staff members. Assign tasks to staff members who have different skill sets or are in different locations. Schedule tasks so they are either done one after another, or at the same time by different staff members. Schedule additional tasks, if necessary, to complete the request. Note: If you have the Request lifecycle is request driven configuration option activated, you can manually add tasks as needed. If you have Request lifecycle is task driven activated, an initial task is automatically created when the request record is created. Create request tasks Tasks are created in support of requests. Role required: [SM application]_admin or [SM application]_qualifier Navigate to [SM Application] > Requests > All [SM Application] Requests. Open the request for which you want to create tasks. Click the Add Task related link All rights reserved. 405

406 4. The Task screen for the SM application opens. Fill in the fields on the form. Note: Not all fields display for all SM applications. Table 117: Request task fields Field Number Auto-generated identification number for the task. Parent Request that this task is associated with. Cloned from Record number of the task this task was cloned from, if any. Location Geographical area where the work needs to be done. The location is critical for determining the staff member who is assigned to the task. Template Template for creating this request (optional). Click the lookup icon and select a template. The description of the selected template will populate the field. Skills Abilities necessary to execute the task. This fields is automatically completed based on the selection in the Affected CI field on the associated request. If you change the affected CI on the request, the system adds any skills required by the new CI to the skills already listed here. State Current state of the task, such as Accepted or Closed Complete. The advances the state automatically as users complete the work for each successive state. Assignment group Group from which an individual legal staff member should be selected to complete the task. The lookup list shows only the assignment groups associated with the selected Location. If the Assignment Group field is empty, the system searches for the group covering the territory that includes the location of the task All rights reserved. 406

407 Field Assigned to Individual staff members who should complete the task, selected from the Assignment group. If you defined skills and assigned them to staff members, the Assigned to field lookup list shows only those staff members in the assignment group who have all the Skills required. If no exact match of skills is found, the lookup list shows all assignment group members. Note: If state flows are disabled, this field is not mandatory. Short description Brief explanation of the task. Exact technical description of the unit of work to be performed. Qualifiers should provide as much detail about the problem as possible to avoid extra communication with the caller in later stages of the request. Work notes Information about the task as it progresses through each state. Work notes are not visible to customers. Scheduling - These fields display for Finance and Marketing Service Management. Scheduled start Date and time when the earliest task is scheduled to start. Note: If state flows are disabled, this field is not mandatory. Estimated end Estimated work end date. This is the estimated date when the latest task will be completed. Actual work start Date and time when the earliest task actually started. Actual work end Date and time when the latest task actually ended. Requested due by Estimated date when the latest task will be completed. Note: The workflow appears at the top of the form, with the completed states shown in green. Request task states Like service management requests, their associated tasks follow a specific life cycle. The State field on the request task record is always read-only. The request task states displayed depend on the SM application, as indicated in the table All rights reserved. 407

408 Table 118: Service management request task states State Draft Qualifier is not done describing the work. Pending Dispatch Request task is ready to be assigned. The parent request state changes to Qualified if all associated tasks are in Pending Dispatch or a later state. Assigned Request task is pending acceptance from the assigned agent. Accepted Request task has been accepted by the agent and is ready to be done. This state is valid only for Marketing. Work In Progress Work on the request task has started. The parent request state changes to Work In Progress if no associated tasks are in Draft state. Closed Complete Request task was completed to specification. Closed Incomplete Request task could not be completed as specified. Canceled Request task was canceled. In addition to the State field, the different request task states are also shown visually at the top of each task record with the process flow formatter. Note: If the State flows are enabled option in the configuration screen is not selected, the process flow formatter is removed. Task windows A task window is the time period, bordered by start and end times, in which a task should be performed. A task window can be flexible or fixed and is used by the auto-routing and auto-dispatch features to determine a staff member's daily schedule. A flexible window has start and end times that attempts to respect when dispatching or routing a task automatically. The system can reschedule a flexible task window if necessary to make it fit into a staff member's schedule. A fixed task window cannot be rescheduled. If the auto-router or auto-dispatcher cannot schedule the task for the fixed window time period, that task is not scheduled at all. The time interval configured for a window cannot be less than the time required to perform the task. Use a task template for multiple request templates If you have tasks that are often repeated across multiple jobs, you can create a task template and reuse it in multiple request templates. 1. Create a request template and an associated task template that contains the information you want to reuse. An example is shown here All rights reserved. 408

409 2017. All rights reserved. 409

410 2. When you create subsequent request templates, you can click Copy Task Template and select the task template you want to use. 3. Save the file. Clone a request task Existing tasks can be cloned to create new tasks. Role required: admin, itil, creator, or catalog admin In the cloning process, the following information is copied from the source task: Parent request reference Short description Assignment group Location Required skills Open the request task and select Clone Task under Related Links. The application creates a new task in Draft state. The Work Notes contain the original task number and text stating that the task is a clone All rights reserved. 410

411 Marketing The Marketing application lets you request changes to the operation and maintenance of your marketing-related cases. The marketing staff can then track these requests and make the necessary changes. Any user in the system can view all open marketing cases. This gives your users a chance to see the marketing issues that have already been reported before they submit a new request. Request templates are linked to service catalog items; specifically, to record producers. When you make a request from the catalog, it uses the catalog item's associated template to create the actual marketing request. Marketing is one in a suite of applications known as (SM) applications. SM applications, such as field service management and facilities service management allow you to manage business functions that require a request-type workflow where requests are approved, qualified, assigned, and completed. When is activated, SM applications can be activated, as well as other features such as the Application Designer and the Portal. Get started with Marketing Activate the Marketing plugin and configure it for use. Activate Marketing Marketing is available as a separate subscription. To purchase a subscription, contact your account manager. Role required: admin You can add Marketing to the CMS portal by activating the following plugins: [com.snc.enterprise_service_management.cms] Marketing Service Automation CMS Portal [com.snc.work_management.cms] Navigate to System Definition > Plugins. Right-click the plugin name on the list and select Activate/Upgrade. 3. If the plugin depends on other plugins, these plugins are listed along with their activation status. Optional: If available, select the Load demo data check box. 4. Some plugins include demo data sample records that are designed to illustrate plugin features for common use cases. Loading demo data is a good policy when you first activate the plugin on a development or test instance. You can load demo data after the plugin is activated by repeating this process and selecting the check box. Click Activate. Administer Marketing Administrators should set up an administrator group and one or more marketing groups and assign the appropriate roles and users to those groups All rights reserved. 411

412 View a report The Overview module is a type of homepage which displays various request gauges or reports, that help administrators and staff members track and manage aspects of the request fulfillment processes. Role required: admin Note: If you have tasks defined with assignment groups of the type Vendor, additional gauges display information for tracking vendor tasks and performance Navigate to [SM application] > Overview. A list of active requests appears at the top, and several built-in charts appear at the bottom. Click a request number to open that request. Click elements within the gauges to obtain more information. For example, in the Active Facilities Requests by Building bar chart, click the building name. All of the active requests for that building appear in a list All rights reserved. 412

413 2017. All rights reserved. 413

414 Create a report Users with a reporting role can create and customize reports. Role required: admin Note: Roles do not inherit any of the reporting roles. To grant facilities administrators or staff the rights to create and customize reports, assign the appropriate reporting role. To create a report: Navigate to Reports > View / Run. Scroll down to the [SM application] Request section. Click a report to open it, or click Edit to make modifications. To create your own report, click New beside Global reports at the top of the page and use any of the tables installed with service management application to create the report. Create a group Set up groups and assign the necessary roles and users. The users in the group inherit the roles of the group, so you do not have to assign roles to each user separately. Role required: admin A good practice is to create as many groups as needed in your organization. For example, you can create a staff group for each geographic location or for each function, such as building maintenance or building security, assign the necessary users to those groups, and then assign the staff role to those groups. It is also a good practice to create one group for administrators and assign the admin role to this group only Navigate to User Administration > Groups. Click New. Fill in the fields. To see some of the fields, you may need to personalize the form. Field Name Name of the group. Manager Group manager or lead. Type Category for this group. For example, a group designated as type catalog is a service catalog group and can also be accessed under the Service Catalog > Catalog Policy > Fulfillment Groups module. You may need to personalize the form to add the Type field. Activating the Work Management plugin adds the Type field automatically. Group Group distribution list or the address of the group's point of contact, such as the group manager. Parent Other group of which this group is a member. If a group has a parent, the child group inherits the roles of the parent group. The members of All rights reserved. 414

415 Field the child group are not members of the parent group. For example, if an incident is assigned to the parent group and you click the Assigned to lookup icon, only the members in the parent group are available. The members of the child group are not available. Active Check box that indicates whether the group is active or inactive. Inactive groups still appear in any reference field that already references the group, but are not visible by non-admin users in: 4. lists of groups the reference lookup list for reference fields the auto-complete list of groups displayed when you type into a reference field Exclude manager Check box that controls whether the group's manager receives notifications. Include members Check box that controls whether the group members receive individual s when someone sends an to the Group address. The only exception to this functionality is for approval notifications, whereby all members of a group receive an approval notification, regardless of the Include members selection. Helpful information about the group. Click the lock icon beside the Type field. If the field is not visible, configure the form to add it. The Type field expands Click the reference lookup icon ( ) and select the [application] type. Right-click the form header and select Save. Add the [application]_admin or [application]_staff role to the Roles related list. Add users to the Group Members related list. Click Update. Configure Marketing Marketing defaults to the request-driven method for handling tasks. Administrators in the global domain can set marketing configurations to determine how the system handles daily operations. 1. Navigate to Marketing > Administration > Configuration. Note: Administrators in domains lower than the global domain can view the Configurations screen, but cannot modify the settings. The options on the configuration screen are arranged in a multiple-tabbed layout, as follows: The Business Process tab contains options for setting up the request lifecycle, creating catalogs and requests, and configuring notifications. The Assignment tab contains options for setting up manual and auto-assignment All rights reserved. 415

416 2. The Add-ons tab contains options for enabling the knowledge base, managed documents, and task activities. Fill in the fields on the Business process tab. Note: The Configuration screen contains many configuration options. An option is enabled when the switch appears green and is toggled to the right. All configuration options listed in the Dependency must be enabled in order for the option to be displayed. Table 119: Configuration screen - Business Process Field Dependency Lifecycle Enable state flows Enable this option to use state flows consistent with all service management applications. If you prefer to create your own state flows using business rules, client scripts, and UI actions, disable the option. A confirmation box displays and includes a link to a help article that describes the implications of disabling state flows. We highly recommend that you read the article before proceeding. If you disable state flows and save the configuration, this configuration option is removed from the screen and state flows cannot be re-enabled from the user interface All rights reserved. 416

417 Field Dependency Select request driven (subtasks are optional) if you do not want to require tasks to fulfill requests. When the request lifecycle is request driven, requests can be directly assigned to users in an assignment group. Users can still add tasks to requests; however, closing all tasks will not automatically close the request. Enable state flows is turned on. Enable state flows is turned on. Process lifecycle: request driven (subtasks are optional) Lifecycle Process lifecycle Note: If the Enable state flows option is not selected, the process lifecycle becomes requestdriven and this field is not displayed. Assignment method for requests Select the method for assigning requests: using auto-assignment: Requests are automatically assigned. using a workflow: You will be prompted to select the workflow you want to use for assignment. manually: you must manually assign requests. Note: The Process Lifecycle option is not available in all service management applications. Note: If the Enable state flows option is not selected, the assignment method defaults to manually and this field is not displayed All rights reserved. 417

418 Field Dependency Select the workflow for dispatching requests. Lifecycle Use this workflow to assign requests Enable state flows is turned on. Process lifecycle: request driven (subtasks are optional) Assignment method for requests Note: The Process Lifecycle option is not available in all service management applications. Approval for new request required If this option is disabled, all requests in the Awaiting Approval state are automatically approved. Use this workflow for approvals Select the approval workflow for requests. An approver must provide one of the following approval responses before requests can move to the next state: Enable state flows is turned on. Enable state flows is turned on. Approval is required for new requests Approved Rejected More information required Duplicate Note: If you do not select a workflow, the default workflow, Approval Workflow for SM, will be used. This workflow requests an approval from all users with the wm_approver_user role All rights reserved. 418

419 Field Dependency Lifecycle Assignment method for tasks Select the method for assigning tasks: Enable state flows is turned on. Enable state flows is turned on. Assignment method for tasks using auto-assignment: Tasks are automatically assigned. using a workflow: You will be prompted to select the workflow you want to use for assignment. manually: you must manually assign tasks. Note: If the Enable state flows option is not selected, the assignment method defaults to manually and this field is not displayed. Use this workflow to assign tasks Select the workflow for assigning tasks. Agent must accept or reject the assigned task Enable this option to require the assigned agent to accept or reject the task. Enable state flows is turned on. Copy task work notes to request Enable this option to synchronize task work notes with the work notes on the order or request. When work notes are added in the task, the same work notes appear in the order or request. Enable state flows is turned on. Catalog and Request Creation Create or update requests by inbound . Enable this option to allow inbound messages to create or update requests. This option must be enabled to allow requests to be marked as spam All rights reserved. 419

420 Field Dependency Lifecycle Requests are created using Select catalog or regular form to activate the catalog and enable automatic publishing of request templates to the catalog. Select regular form only to deactivate the catalog and disable automatic publishing of request templates to the catalog. Templates create a dedicated catalog item Enable this option to activate automatic publishing of catalog items for the application. Notification All rights reserved. 420

421 Field Dependency Lifecycle Send a notification when a field changes for a task or request. You can configure notifications to be sent to specific recipients when selected fields in requests and/or tasks change. 1. From Table, select Request or Task. 2. From Field, select the field to use for generating notifications. When a change is made to the selected field, a notification is sent to the recipients identified below. 3. From Recipients, select one or more recipients 4. If you select a specific user or a specific group, you are prompted to select a user or group. 5. To define additional notifications using other fields or recipients, repeat the steps above on the next line. 6. To remove a notification, click the delete notification icon ( ) to the right of the notification. 3. Click the Assignment tab and fill in the fields. Table 120: Configuration screen - Assignment tab Field Dependency Manual Assignment Assign requests or tasks based on assignment group coverage areas Enable this option to limit the selection of groups from the Dispatch group and Assignment group fields to groups that cover the location of the task All rights reserved. 421

422 Field Dependency Auto-Assignment - Scheduling Auto-selection of agents will consider time zone for tasks Enable this option to consider the time zone of the agent when assigning a task. Enable state flows is turned on. Auto-Assignment - Additional Factors Auto-selection of agents will consider location of agents Enable this option to use the agent and location when determining who to assign the task to. Agents closer to the task location will get preference. Enable state flows is turned on. If using Process lifecycle: lifecycle is task driven, then If using Process lifecycle: lifecycle is request driven, then Auto-selection of agents for tasks requires them to have skills This option determines the degree to which skills must be matched to a task when determining autoassignment. Select all to require that an assigned agent have all of the skills to perform the task. An agent who lacks one skill is eliminated. Select some if you want agents who have most of the skills needed to perform the task. Select none if you want to auto-assign agents without taking skills into account. Assignment method for requests: using auto-assignment Enable state flows is turned on. If using Process lifecycle: lifecycle is task driven, then Assignment method for tasks: using auto-assignment Assignment method for tasks: using auto-assignment If using Process lifecycle: lifecycle is request driven, then Assignment method for requests: using auto-assignment All rights reserved. 422

423 Field Dependency Auto-selection will attempt to Enable this option to auto assign the same agent to all assign all tasks for a request tasks in a request to the same agent. Enable state flows is turned on. If using Process lifecycle: lifecycle is task driven, then Assignment method for tasks: using auto-assignment If using Process lifecycle: lifecycle is request driven, then 4. Assignment method for requests: using auto-assignment Click the Assignment tab and fill in the fields. Table 121: Configuration screen - Add-ons tab Field Dependency Documentation Enable a dedicated knowledge base Enable this option to activate the knowledge base for the application. Enable managed documents Enable this option to add a related list to managed documents. Enable task activities Enable this option to log the task interactions and communications, such as phone calls and messages. Work notes are mandatory Enable this option if work notes are mandatory when closing, completing, or cancelling requests and tasks. If it is disabled, work notes are not needed when closing, completing, or cancelling. Maps Enable maps 5. Enable this option to use maps. Click Save All rights reserved. 423

424 Warning: If you clicked the Enable state flows option to disable it, a confirmation box appears, along with a link to documentation that explains the consequences of disabling state flows. It is highly recommended that you read the documentation before proceeding. The action of disabling service management state flows cannot be reversed. Task- vs. request-driven processing All SM applications use either task-driven or request-driven processes for handling tasks. Each application defaults to one or the other of these processing types, but you can switch between them as needed. Task-driven processing means that the order or request is simply a container for a list of tasks that need to be completed in order for the overall work to be considered complete. When a work order is created, an associated task record is also automatically created. A request must have at least one task, and additional tasks can be defined to handle all aspects of the request. As tasks are performed and completed, the request transitions through a series of states. After the last task is closed, the request automatically transitions to closed. Request-driven processing means that tasks can still be assigned to a request; however, closing all tasks will not automatically close the request. A request does not require any sub-tasks and can be opened and closed independently. Any sub-tasks added can be transitioned and assigned independently and to different agents than specified on the request. Even if all tasks are closed, the request can remain open and continued to be worked on. However, the request cannot be closed until all tasks are also closed. In request-driven processing, state transitions are based solely on the request. Marketing process Administrators in the global domain can set marketing configurations to determine how the system handles daily operations. Marketing defaults to the request-driven method for handling tasks. You can switch to the task-driven process if you require multiple tasks to be performed before the request can be considered complete. The marketing service management process is as follows: 1. Users submit marketing requests through the service catalog. 2. Based on settings in the Marketing Configuration, the request transitions through states based on actions performed through the request. 3. When the request has been fulfilled by the marketing team, the request is closed. Marketing installation reference The Marketing plugin installs several types of components in support of the marketing service management process. Installed with Marketing Several types of components are installed with the Marketing plugin. Demo data is available with Marketing All rights reserved. 424

425 Tables installed with Marketing Marketing service management adds the following tables. Table Marketing Request Stores marketing request records (sn_sm_marketing_request) Marketing Task Stores marketing task records (sn_sm_marketing_task) Marketing Request Template Stores the marketing request catalog records (sn_sm_marketing_request_template) Marketing Task Template Stores the marketing task catalog records (sn_sm_marketing_task_template) Marketing Request Flow Stores the marketing requests state flow records (sn_sm_marketing_sf_request) Marketing Request Task Flow Stores the marketing tasks state flow records (sn_sm_marketing_sf_task) Roles installed with Marketing Marketing service management adds the following roles. Role title [name] sn_sm_marketing_admin Marketing Administrator role has full control over all data. Also administers Territories and Skills, as needed. sn_sm_marketing_agent Marketing Agent role can accept or reject a task. It is the one who performs the work on the site. sn_sm_marketing_approver_user Marketing Approver role allows users to approve orders/requests. sn_sm_marketing_basic Marketing Basic role can read and create service orders and follow up on those they created. sn_sm_marketing_dispatcher Marketing Dispatcher role schedules and assigns the tasks to agents. They can be searched (filtered by) the group they manage. sn_sm_marketing_initiator Marketing Initiator is similar to sm_basic but is also used to grant UI access. sn_sm_marketing_read Marketing Read role can only read and create service orders and follow up on those they created All rights reserved. 425

426 Business rules installed with Marketing Marekting service management adds the following business rules. Business rule Table Condition Marketing Request Request is assigned. Automatically moves a marketing request from Ready to Assigned state. Marketing request Assigned [sn_sm_marketing_request] Cancellation Marketing Request Automatically executes when marketing request is cancelled. [sn_sm_marketing_request] Ready for work (approval off) Marketing Request Approval is off and assigned_to field is [sn_sm_marketing_request] not empty. Automatically moves a marketing request from Draft to Ready state. Ready for work (approval on) Marketing Request Approval is on and either a template [sn_sm_marketing_request] is selected or assigned_to field is not empty. Automatically moves a marketing request from Approved to Ready state. Start Work Marketing Request Automatically moves a marketing request from Assigned to Work in Progress state. [sn_sm_marketing_request] Marketing task Accept Marketing Task Automatically moves a marketing task from Assigned to Accepted state [sn_sm_marketing_task] Assigned Marketing Task Assigned_to field changes and is not [sn_sm_marketing_task] empty Automatically moves a marketing task from Draft to Assigned state Assigned Marketing Task Assigned_to field is not empty Automatically moves a marketing task from Pending Assignment to Assigned state State changes Executes when a marketing task is cancelled [sn_sm_marketing_task] Cancel Cleanup Marketing Task [sn_sm_marketing_task] Ready for Work Marketing Task Marketing task has a template and a task is [sn_sm_marketing_task] created for its parent request Automatically moves a marketing task from Draft to Pending Assignment state All rights reserved. 426

427 Condition Business rule Table Reassign Marketing Task Assigned_to field changes and is not [sn_sm_marketing_task] null and state is not assigned, accepted, or work in progress Automatically moves a marketing task to Assigned state Start Work Marketing Task Automatically moves a marketing task from Accepted to Work in Progress state [sn_sm_marketing_task] notifications installed with Marketing Marketing service management adds the following notifications. Name Table Marketing Request created from Marketing Request Marketing Request changed Marketing Request Marketing Task changed Marketing Request Event mr.request. .creationinbound should turned on in (sn_sm_marketing_request) configuration mr.request.changed (sn_sm_marketing_request) mr.task.changed (sn_sm_marketing_request) Create a notification rule in configuration on Request table Create a notification rule in configuration on Task table Catalogs installed with marketing service management Catalogs Marketing adds the following catalogs. Table 122: Catalogs for marketing service management Catalog name Marketing Catalog Provides a catalog and several categories for users to submit several types of marketing requests. Events installed with Marketing Marketing service management adds the following events All rights reserved. 427

428 Event Table Fire Condition mr.request.changed Marketing Request When the state, assignee, assignment group, or work notes on a marketing request are changed. (sn_sm_marketing_request) mr.request. .creation Marketing Request When a request is marketing created via . (sn_sm_marketing_request) mr.task.changed Marketing Task When the state, assignee, assignment group, or work notes on marketing task are changed. [sn_sm_marketing_task] Request management Service management (SM) applications use a common request management process. Each of the applications allows you to manage business functions that require a request-type workflow in which requests are approved, qualified, assigned, and completed. Agents need to regularly access request records as they resolve requests and correspond with the submitters. They can also access built-in reports to see information like the number of active or unassigned requests for a particular SM application. Request creation Requests are created differently based on the role that has been granted to the user. Department administrators can create requests differently than an employee can. Create a request through the catalog The catalog provides several different categories so users can choose the one that closely relates to their request Navigate to Self-Service > [SM application] Catalog. Choose from the displayed categories. Select a subcategory, if necessary. Fill in the fields on the form. Note: Each service management application displays different fields. Table 123: Catalog fields Field Opened for The name of the person submitting this request. Select a new name if you are opening this request on behalf of another user. Location The location for this request. Priority The priority that describes the importance of this request All rights reserved. 428

429 5. Field Short A brief summary of the request. Detailed A detailed description of the request. Click Submit. Note: If the catalog fields do not display on the request form, you can configure the form and add the SM Variable Editor related list. Create a request using the request form The request form allows you to associate a request with a configuration item, which is affected by the request in an SM application. Associating a CI to a request helps your configuration management team understand which services could be negatively impacted by the request issue. You can also use this form if you want to include additional comments and work notes for the request. 1. Navigate to [SM application] > Requests > Create New. 2. Fill in the fields on the form, as appropriate. Table 124: Request form fields Field Number An auto-generated number that identifies the request record. Company The name of the company from which the request initiated. Caller The name of the requester. Affected CI A CI affected by this request. Location The location associated with this request. Verify that the location is correct. If it is not, you can select another location record. Template The template for creating this request (optional). Click the reference lookup icon and select a template. The request will be populated with all fields in the selected template including all subtasks and part requirements (if applicable). Opened Auto-filled with the date and time the request was opened. Priority The priority that describes the importance of this request. By default, all requests are set to 4-Low. State The state that describes what work stage this request is in. By default, all requests are set to Open All rights reserved. 429

430 Field Assignment group Select the group from which an agent is assigned to the request. You can select only assignment groups associated with the service management application you are using. Note: If you selected the [SM application name] will use the dispatch queue option on the Configuration screen, only users with the Dispatcher role can edit this field. If you selected the [SM application name] will not use the dispatch queue option, all users except those with the Basic and Initiator roles can edit this field. Assigned to Select the agent to assign the request to. If you already selected an assignment group, you can only select agents who belong to that group. If notifications are enabled on your instance, a built-in notification automatically sends an to this user when you save the request record. Notes: If you selected the [SM application name] will use the dispatch queue option on the Configuration screen, only users with the Dispatcher and Agent roles can edit this field. If you selected the [SM application name] will not use the dispatch queue option, all users except those with the Basic and Initiator roles can edit this field. If you selected an assignment group and want to assign the work to a new user, click the reference lookup icon next to Assigned to, click New, and create a new user. Be aware, however, that you must navigate to User Administration > Groups and add the user to the assignment group before the request can be assigned. Initiated from Specify the incident or task from which this request was created. Billable Select this check box if the request is billable All rights reserved. 430

431 Field Short description [Required] A brief summary of the request. Optionally, you can click the search knowledge icon to view articles in the knowledge base relating to this product model, plan, or CI. Doing so could provide a solution related to the reason you are submitting this request. A detailed description of the request. The description is always visible to the submitter. Therefore, if you add or modify the description for a request that another user submitted, the user is able to see the changes. Work notes Additional notes that you want to share between users who can access the request form. A user who submits the request through the service catalog cannot see the work notes. Note: If you specify an Assignment group, and you want to assign the work to a user who is not already in your user table, you can click the magnifying glass icon in the Assigned to field, click New, and create the new user record. Be aware, however, that the new user will not be recognized. 3. Click Submit Request creation using inbound actions Requests can be automatically created or updated from the information in inbound s as long the functionality has been enabled on the SM application's configuration screen and the s are sent to a mailbox defined by criteria in the appropriate inbound action. After the functionality has been enabled by selecting the Requests can be created and updated by inbound option on the application configuration screen, three inbound actions are available for the SM applications available in the base system, as well as for new applications created using the SM application creator. Create a request from an inbound Requests can be automatically created from the information in inbound s as long the functionality has been enabled on the SM application's configuration screen and the s are sent to a mailbox defined by criteria in the appropriate inbound action Navigate to System Policy > > Inbound Actions. Select the inbound action called Create [application name] Request. The inbound action record opens and displays the default conditions that trigger the inbound action. When an is sent to the mail list defined by the criteria in Actions, a request is created with the following information: The Contact type is set to All rights reserved. 431

432 3. The sender (if found) populates the opened_by and Caller fields for a newly-created sm_order based item. The subject populates the Short description field. The body populates the field. The sender's company (Sender->Company) populates the Company field. The sender's location (Sender->Location) populates the Location field. The entire is copied into the Work notes field. You can use the action as it is or modify it to meet the needs of your organization. Create a request from a forwarded inbound Requests can be automatically created from the information in forwarded inbound s as long the functionality has been enabled on the SM application's configuration screen and the s are sent to a mailbox defined by criteria in the appropriate inbound action Navigate to System Policy > > Inbound Actions. Select the inbound action called Create [application name] Request (Forwarded). The forwarded inbound action record opens and displays the default conditions that trigger the inbound action. When an is forwarded to the mail list defined by the criteria in Action, a request is created with the following information: 3. The Contact type is set to . The sender (if found) populates the opened_by and Caller fields for a newly-created sm_order based item. The subject populates the Short description field. The body populates the field. The sender's company (Sender->Company) populates the Company field. The sender's location (Sender->Location) populates the Location field. The entire is copied into the Work notes field. You can use the action as it is or modify it to meet the needs of your organization. For more information, see notifications. Update a request from an inbound Requests can be automatically updated from the information in inbound replies as long the functionality has been enabled on the SM application's configuration screen and the s are sent to a mailbox defined by criteria in the appropriate inbound action Navigate to System Policy > > Inbound Actions. Navigate to the inbound action called Update [application name] Request and click its Name. The update inbound action record opens and displays the default conditions that trigger the inbound action. When an reply is received in the mail list defined by the criteria in the action, the associated request is opened and update information is added to the Work notes field. You can use the action as is or modify it to meet the needs of your organization. For more information, see notifications All rights reserved. 432

433 Request states SM requests follow a specific life cycle. The State field on the record is always read-only. The request states displayed depend on the SM application, as indicated in the table. Table 125: Service management request states State Draft Request initiator adds information about the work to be done. Awaiting Qualification Request has been fully described by the initiator and can be processed by a qualifier. This state is valid only for the following SM applications: Qualified Request is fully qualified, meaning that all technical information to complete the request tasks has been added, but work has not started. This state is valid only for the following SM applications: Awaiting Approval Field When the information is complete enough for review by an approver, the request is marked ready for approval. This state is valid only for the following SM applications: Approved Field Facilities Finance Legal Marketing The appropriate approver approves the request. This state is valid only for the following SM applications: Facilities Finance Legal Marketing # Work In Progress Work has started. Closed Complete Request was completed to specification. Closed Incomplete Request could not be completed as specified. Cancelled Request was cancelled. In addition to the State field, the different request task states are also shown visually at the top of each task record with the process flow formatter All rights reserved. 433

434 Figure 28: Process flow formatter Note: If the State flows are enabled option in the configuration screen is not selected, the process flow formatter is removed. If you added states to the request and task tables, those states will be visible on the request form. Request approvals Approving a request in a SM application means that the request is ready for task creation and assignment. When a request is sent to a user with the [SM application]_approver_user role, the approver has several choices. If you select Approval is required for new requests in the application's Configuration screen, a newly-created request automatically moves to the Awaiting Approval state. Otherwise, the request moves to the next configured state. Table 126: Request approval states Approval Choice Approved The request is approved. Rejected The request is not qualified and it will be moved to the cancelled state. Additionally, the following work note is added to the request: The [SM application] request is rejected. More information required The request does not contain enough information. It reverts back to the Draft state and the following work note is added to the request: The [SM application] request needs more information for further approval. Duplicate The request is no longer required, because the work was already performed by another request. The request is moved to the Cancelled state and the following work note is added to the request: This is a duplicate [SM application] request. Agent assignment Depending on your settings in the SM application's configuration screen, you can assign agents manually or using auto-assignment All rights reserved. 434

435 Manually assign agents to active requests Use this procedure to assign agents to active requests in service management (SM) applications. 1. Navigate to one of the following: [SM application] > Open - Unassigned for a list of requests that no one is assigned to. [SM application] > All [SM application] Requests for a list of all open requests, regardless of their current assignment. 2. Open the request you want to assign. 3. In the Assignment group field, enter the group that handles this kind of request. If no groups are available, leave this field blank. To look up the assignment group, click the look up using list icon ( field. ) beside the Assignment group Note: You do not have to select an assignment group, but doing so limits the users you can assign the request to. 4. In the Assigned to field, enter the agent to handle this request. To look up an agent, click the look up using list icon ( ) beside the Assigned to field. Note: The users in the search results are limited to the users in the Assignment group, if one was selected. 5. Click Update. An notification is automatically sent to the assigned agent if notifications are set up for the instance. Agent auto assignment When auto assignment is enabled and a task is qualified or marked as Ready for Work, an appropriate agent is automatically assigned to the task and it is moved to the Assigned state. If the task cannot be auto-assigned, a user with the dispatcher role must adjust the values in the request or task form and then save the record. The Auto-Assignment feature can be enabled for requests or tasks, depending on the Service Management (SM) application's configuration settings: If the Requests are assigned via auto-assignment option is enabled, requests are automatically assigned. If the Tasks are assigned via auto-assignment option is enabled, the tasks in a request are automatically assigned. Agent auto assignment using rating-based criteria Rating-based methods, such as location, skills, and time zones, help you auto assign agents based on configuration settings and optional properties. The calculated ratings are used to determine the best agent to perform the task. Any combination of rating-based methods can be enabled in the application configuration screen. When a task is created, a rating for each type of enabled selection criteria is calculated for each available agent. The agent whose average rating is highest is considered for auto-assignment. The settings for the All rights reserved. 435

436 auto-assignment weighting properties, found in [SM application] > Administration > Properties, are included in the rating calculations. These values help you prioritize which auto-assignment selection criteria is more important to your organization. The priority values should be [1, 10] and they are factored between 1 and 0. That is, 10 is a factor of 1, 5 is a factor of.5, and so on. For an example of how the weighting properties affect agent ratings, see Agent auto assignment using multiple selection criteria on page 53. Agent auto assignment using location Agents can be auto assigned based on the location defined in their user record and the location of the tasks. Auto assignment by location can be performed in a task- or request-driven processing environment, if the Auto-selection of agents will consider location of agents configuration is enabled. When a task is created, agent locations are compared to the following ranges to determine each agent's location rating. Table 127: Location rating calculation Distance (mi.) from agent to task Rating 0 to to to to to to to to >100 0 When a task is qualified or marked as Ready for Work, the agent closest to the task location will be considered for the task. If the application is configured so that only location is considered, the closest agent will be auto-assigned to the task. If the application is configured to use other selection criteria such as skills, time zone, or schedule the ratings of all selection criteria are averaged, and the agent with the highest overall rating is auto-assigned for the task. See Agent auto assignment using multiple selection criteria on page 53 for details. Agent auto assignment using skills Agents can be auto assigned based on the agent's skills and the skills required to perform the task. Assign skills to an agent's user records using Skills > Users. Auto assignment by skills can be performed in either a task- or request-driven processing environment if the Auto-selection of agents for tasks requires them to have skills configuration option must be set to all or some for the application. When a task that includes skills is qualified or marked as Ready for Work, each agent's skills are compared with the skills required to perform the task and a rating is calculated based on the skills configuration option. If the option is set to some, the agent with the closest skills match is auto-assigned the task. If the option is set to all, only agents who possess all of the required skills will be considered. If no agents possess all of the skills required to perform the task, none are auto-assigned. An agent's skills rating is calculated as: All rights reserved. 436

437 Skills_agent/Skills_task where: Skills_agent is the number of skills possessed by the agent that match the skills required for the task. Skills_task is the total number of skills required for the task. For example, if a task requires 4 skills, and Agent A possesses three of them and Agent B possesses two of them: Agent A's skill rating = 3/4 or 0.75 Agent B's skill rating = 2/4 or 0.5 If the application is configured to use other selection criteria, such as location or time zone, the ratings of all selection criteria are averaged, and the agent with the highest overall rating is auto-selected for the task. See Agent auto assignment using multiple selection criteria on page 53 for details. Agent auto assignment using time zones Agents can be auto assigned based on the time zone defined in their user records and the time zone of the tasks. Auto assignment by time zone can be performed in either a task- or request-driven processing environment if the Auto-selection of agents will consider time zone for the task configuration option must be enabled for the application. When a task is qualified or marked as Ready for Work, agents in the time zone closest to the task time zone will be considered for the task. If the application is configured so that only time zone is considered, an agent in the same time zone will be auto-assigned the task. Note: It is important that the time zones for the agent and the task be set correctly. When a task is created, agents are rated based on the time zone of the task and the agent's time zone using the following formula: 1 - [abs(task_tz Agent_tz) 12] where: abs is the mathematical function to compute the absolute value. Task_tz is the offset between the time zone of the task and GMT. Agent_tz is the offset between the time zone of the agent and GMT. For example, a task is created in New York City (GMT-4), and two agents are available to perform the task, one in Los Angeles (GMT-7) and one in Paris, France (GMT+1). The rating of the agent in Los Angeles is calculated as: 1 - abs((-4) - (-7)) 12 or 0.75 The rating of the agent in Paris is calculated as: 1 - abs((-4) - (+1)) 12 or 0.58 So if the auto assignment of the task is based on the time zone alone, it will be assigned to the agent from Los Angeles. If the application is configured to use other selection criteria, such as skills or location, the ratings of all selection criteria are averaged, and the agent with the highest overall rating is auto-selected for the task. See Agent auto assignment using multiple selection criteria on page 53 for details All rights reserved. 437

438 Agent auto assignment using time-based criteria Time-based methods, such as schedules and priority assignment, help you auto assign agents based on configuration settings and optional properties. The calculated ratings are used to determine the best agent to perform the task. Any combination of time-based methods can be enabled in the application configuration screen. When a task is created, the schedule of the agent and the task to be performed are combined with ratingbased criteria to auto-assign an agent. Agent auto assignment using schedules Agents can be auto assigned based on the agent or the task schedule. Auto assignment by schedule can be performed only in a task-driven processing environment, and the Auto-selection of agents will consider agent or task schedules configuration option must be enabled for the application. If this option is turned off, only the agent ratings will be used for auto-assignment. When a task is qualified or marked as Ready for Work, agents ratings are evaluated, and the schedules of qualified agents are compared against the schedule of the task to determine the agent with the best matching schedule. Note: If the task includes specific time entries in the Window start and Window end fields, and no agent's schedule falls within that task window, no agents will be assigned. Also be aware that if the customer wants a task to be performed at or near a specific time, the Window start time should be set as close to that time as possible. If, for example, the Window start and Window end fields are set to 1:00 pm and 8:00 pm, respectively, and the customer prefers the job to be started at 4:00 pm, it is possible that an agent will be dispatched at 1:00 pm. So setting the Window start closer to 4:00 can help ensure that the work is performed when the customer prefers it to be done. If the application is configured to use other selection criteria, such as skills or time zone, the ratings of all selection criteria are averaged, and the agent with the highest overall rating is auto-selected for the task. See Agent auto assignment using multiple selection criteria on page 53 for details. Agent auto assignment using priority assignment The priority assignment feature enables you to configure auto assignment so that agents can be assigned to perform tasks or provide services on a continual, 24x7x365 basis. Priority assignment is triggered when the priority of a task matches the priority set in the application configuration page. Priority assignment can be used in conjunction with location and skills settings; however, it can also operate independently. To use priority assignment, you must set the following configuration options for the application. Table 128: Priority auto-assignment configuration options Field Process lifecycle Set to task driven (subtasks are required). Assignment method for tasks Set to auto-assignment. Auto-selection of agents will consider agent or task schedules Enabled. Enable priority assignment Enabled. Select priorities for assignment Select one or more priorities. Only tasks of the selected priority or priorities will trigger auto-assignment based on priority assignment All rights reserved. 438

439 When a task is qualified or marked as Ready for Work, and the priority of the task matches a priority selected for the application, the agent that best matches the schedule of the task will be auto-assigned. If the location and skills options are enabled, agents are first evaluated on their physical proximity to the location of the task, and then on how their skills match the skills required to perform the task. The agent whose location, availability, and skills best match the requirements of the task will be auto-assigned. When a task has a priority that matches a priority in the priority assignment list, the Location Rating and Timezone Rating are ignored, even if they have been enabled. If the priority of a task matches a priority selected in the Select priorities for assignment option, and no agents in the assignment group are available to be auto-assigned, the task is assigned to the group manager, regardless of whether the manager is available. It is the responsibility of the manager to locate an agent to perform the task. Note: If no agent is located in the same time zone as the task, priority assignment will fail. Agent auto assignment using multiple selection criteria At its simplest, auto assignment involves identifying a set of selection criteria and automatically assigning the task to the agent who most closely meets the criteria. You can, however, select multiple sets of criteria, including both rating-based and time-based criteria. When a task is qualified or marked as Ready for Work, the following evaluations are performed: 1. The agents' ratings are calculated. If the Auto-selection of agents will consider agent or task schedules configuration option is disabled for the application, the agents' ratings are used exclusively for auto-assigning an agent. For more information on how the ratings are calculated, see: 2. Agent auto assignment using location on page 49 Agent auto assignment using skills on page 50 Agent auto assignment using time zones on page 51 If the Auto-selection of agents will consider agent or task schedules configuration option is enabled, the schedules of the agents whose ratings are acceptable for auto-assignment are compared to the schedule for the task, and the agent with the best match is auto-assigned. For more information on time-based methods for auto-assigning agents, see: Agent auto assignment using schedules on page 51 Agent auto assignment using priority assignment on page 52 Auto assignment is based on the following calculation: (Criteria_1 rating x Criteria_1 weight) + (Criteria_2 rating x Criteria_2 weight) + (Criteria_3 rating x Criteria_3 weight) / Number of criteria types used where: Number of criteria types used = 1, 2, or 3 depending on the location, skill, and time zone settings used. This example calculates agent auto-assignment based on location and skills. The example is based on the following assumptions. The Auto-selection of agents will consider location of agents configuration option is enabled for the application. The Auto-selection of agents requires them to have some of the required skills for the task configuration option is enabled for the application. The Skills Weight property is set to 10 for the application All rights reserved. 439

440 The Location Weight property is set to 5 for the application. Agents A and B are available to perform a task, and the task requires four specific skills. Agent A's location is 5 miles from the site of the task and he possesses three of the four required skills. Agent B's location is one-quarter mile from the site, and she possesses two of the required skills. Auto assignment for the agents uses this calculation: [(Location rating x Location weight) + (Skills rating x Skills weight)]/ 2 The auto assignment calculation for Agent A is: [(0.7 x 0.5) + (0.75 x 1)]/ 2 = 0.55 The auto assignment calculation for Agent B is: [(0.9 x 0.5) + (0.5 x 1)]/ 2 = In this example, Agent A is auto assigned the task. Collaborate on a request Within a request, you can enter comments that are visible to the submitter, allowing for collaboration between the two of you. For collaboration with other agents, you can enter comments that are not visible to the submitter Navigate to [SM application] > All [SM application] Requests. Open the request you want to collaborate on. In the Additional comments (Customer visible) field, enter the comments that you want the person who submitted the request to see. The submitter can see the comments in this field and add additional comments as necessary. You can update this field as many times as necessary to correspond with the submitter. To correspond with other agents, enter content that you do not want the submitter to see in the Work notes field. Close a request When you close a request, you have an opportunity to add details that you want the submitter to be aware of Navigate to [SM application] > Assigned to me. Click the request number. In the Additional comments field, enter any final notes or comments. Change the State field to the appropriate closed state. Click Update. Closed and completed requests When the Request lifecycle option is set to request-driven in the Configuration screen of the associated SM application, the assigned agent can complete and close the request once all of the request's tasks are complete. A Close Complete button is visible on the SM application's Request form to the agent assigned to the request. The agent must enter work notes before clicking Close Complete. When the button is clicked, the open task is automatically completed (if applicable) and the request transitions to the Complete state All rights reserved. 440

441 Request task management A request contains one or more tasks. These tasks allow qualifiers to define activities that must be done to complete a request. Administrators can create multiple tasks under a single request. Splitting a request into separate tasks, when necessary, enables qualifiers to: Assign different aspects of a request to different staff members. Assign tasks to staff members who have different skill sets or are in different locations. Schedule tasks so they are either done one after another, or at the same time by different staff members. Schedule additional tasks, if necessary, to complete the request. Note: If you have the Request lifecycle is request driven configuration option activated, you can manually add tasks as needed. If you have Request lifecycle is task driven activated, an initial task is automatically created when the request record is created. Create request tasks Tasks are created in support of requests. Role required: [SM application]_admin or [SM application]_qualifier Navigate to [SM Application] > Requests > All [SM Application] Requests. Open the request for which you want to create tasks. Click the Add Task related link. 4. The Task screen for the SM application opens. Fill in the fields on the form. Note: Not all fields display for all SM applications. Table 129: Request task fields Field Number Auto-generated identification number for the task. Parent Request that this task is associated with. Cloned from Record number of the task this task was cloned from, if any. Location Geographical area where the work needs to be done. The location is critical for determining the staff member who is assigned to the task. Template Template for creating this request (optional). Click the lookup icon and select a template. The description of the selected template will populate the field All rights reserved. 441

442 Field Skills Abilities necessary to execute the task. This fields is automatically completed based on the selection in the Affected CI field on the associated request. If you change the affected CI on the request, the system adds any skills required by the new CI to the skills already listed here. State Current state of the task, such as Accepted or Closed Complete. The advances the state automatically as users complete the work for each successive state. Assignment group Group from which an individual legal staff member should be selected to complete the task. The lookup list shows only the assignment groups associated with the selected Location. If the Assignment Group field is empty, the system searches for the group covering the territory that includes the location of the task. Assigned to Individual staff members who should complete the task, selected from the Assignment group. If you defined skills and assigned them to staff members, the Assigned to field lookup list shows only those staff members in the assignment group who have all the Skills required. If no exact match of skills is found, the lookup list shows all assignment group members. Note: If state flows are disabled, this field is not mandatory. Short description Brief explanation of the task. Exact technical description of the unit of work to be performed. Qualifiers should provide as much detail about the problem as possible to avoid extra communication with the caller in later stages of the request. Work notes Information about the task as it progresses through each state. Work notes are not visible to customers. Scheduling - These fields display for Finance and Marketing Service Management. Scheduled start Date and time when the earliest task is scheduled to start. Note: If state flows are disabled, this field is not mandatory All rights reserved. 442

443 Field Estimated end Estimated work end date. This is the estimated date when the latest task will be completed. Actual work start Date and time when the earliest task actually started. Actual work end Date and time when the latest task actually ended. Requested due by Estimated date when the latest task will be completed. Note: The workflow appears at the top of the form, with the completed states shown in green. Request task states Like service management requests, their associated tasks follow a specific life cycle. The State field on the request task record is always read-only. The request task states displayed depend on the SM application, as indicated in the table. Table 130: Service management request task states State Draft Qualifier is not done describing the work. Pending Dispatch Request task is ready to be assigned. The parent request state changes to Qualified if all associated tasks are in Pending Dispatch or a later state. Assigned Request task is pending acceptance from the assigned agent. Accepted Request task has been accepted by the agent and is ready to be done. This state is valid only for Marketing. Work In Progress Work on the request task has started. The parent request state changes to Work In Progress if no associated tasks are in Draft state. Closed Complete Request task was completed to specification. Closed Incomplete Request task could not be completed as specified. Canceled Request task was canceled. In addition to the State field, the different request task states are also shown visually at the top of each task record with the process flow formatter All rights reserved. 443

444 Note: If the State flows are enabled option in the configuration screen is not selected, the process flow formatter is removed. Task windows A task window is the time period, bordered by start and end times, in which a task should be performed. A task window can be flexible or fixed and is used by the auto-routing and auto-dispatch features to determine a staff member's daily schedule. A flexible window has start and end times that attempts to respect when dispatching or routing a task automatically. The system can reschedule a flexible task window if necessary to make it fit into a staff member's schedule. A fixed task window cannot be rescheduled. If the auto-router or auto-dispatcher cannot schedule the task for the fixed window time period, that task is not scheduled at all. The time interval configured for a window cannot be less than the time required to perform the task. Use a task template for multiple request templates If you have tasks that are often repeated across multiple jobs, you can create a task template and reuse it in multiple request templates. 1. Create a request template and an associated task template that contains the information you want to reuse. An example is shown here All rights reserved. 444

445 2017. All rights reserved. 445

446 2. When you create subsequent request templates, you can click Copy Task Template and select the task template you want to use. 3. Save the file. Clone a request task Existing tasks can be cloned to create new tasks. Role required: admin, itil, creator, or catalog admin In the cloning process, the following information is copied from the source task: Parent request reference Short description Assignment group Location Required skills Open the request task and select Clone Task under Related Links All rights reserved. 446

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