Add Scope
Explanation
Use this activity to add a new Scope to a Request.
When the customer
has an additional need for service, a new Scope can be added to an already created
Request.
It is possible to select a pre-defined Service that will fulfill the customer
requirement.
If the customer’s Reported Item with the service need is known (Model or
Object), it is possible to specify the Service Item details and select any active
Contracts that cover the Reported Item. If an object is set and has
applicable customer/supplier warranty types, one supplier warranty and one
customer warranty will be automatically applied. If there are multiple
customer or supplier warranty types, the warranty type with the closest
expiry date will be picked.
Enabling the Show All Objects toggle
on the New Scope assistant under the
Reported Item field displays all objects
without party filtration. Disabling the toggle shows only objects connected
to the parties.
It is also possible to define an Urgency for the Request Scope. The Urgency
will affect the SLA and pricing of the Scope. The Urgency defined on the Request
will be fetched to Add Request Scope assistant, but
can be modified.
During scope creation, location can also be defined using the following options:
- Existing Location ID (Customer or Location Type)
- New Location (Customer or Location Type)
- One-off Address
In cases where an object is specified in the reported item section and is
connected to a location, the Location and Address fields will automatically
populate with the associated location details. However, users will still have
the option to override these details if necessary.
If the object is not linked
to a location, the Location and Address fields will inherit the location details
from the request. Similarly, users will have the ability to override these details
if needed.
If the request has project connections, the user can decide whether the
project information should be inherited at the new scope level upon creating
a New Scope. The user can change/disconnect it manually.
Prerequisites
- The Request must have the status New, Released,
Started or Completed.
- The Service should be defined in the Service Catalog.
- If needed, the Reported Item (Model or Object) should be defined:
- Object should be defined in the Service Object
page. It can either be connected to a customer as a
Party in the Parties
tab or remain unconnected.
- The Model should be defined in the Model
page.
- If needed, the Request Contracts should be defined with a Contract Line
with a Price Rule, that covers the specified Reported Item.
- If needed, Urgency should be defined in Urgencies
page, and connected to the Contract or Service.
- If needed, Supplier Warranty and Customer Warranty should be defined
in the Service Object Page. The
supplier/customer warranty should be Active and within
the validity period. Additionally, the supplier warranty should have a
supplier that is registered as a customer.
System Effects
- If the Request has the status New, Released
or Started, the status will remain.
- If the Request has the status Completed, it will be
changed to Started.
- A new Scope for the Request will be
created.
- A new Request Scope for the Request will be created.
- Request Work Tasks are created from Standard Tasks defined for the Service
in the Service Catalog. The scheduling dataset
will be fetched from the service delivery unit or the service organization
if one is available, with priority to the service delivery unit.
- Urgency will be saved in Request Scope, if added.
- SLA Commitments are created, based on the connected SLA Template.
- Price Rule and Price Rule lines are saved on Request Scope.
- If a Service Item is connected to the Request Scope, and if a Person
Demand is available on Standard Task, the Skills and Competencies in the
Reported Item (Model or Object) will be copied to the Request Tasks as additional
qualifications