Modify Service Organization
Explanation
Use this activity to modify the Service Organization of the Request. You
can modify the Service Organization by using the Edit Service
Organization option in the Admin command nested
view. This will open up an assistant view where you can select a different
Service Organization and a Service Delivery Unit. The selection of the
Service Delivery Unit is optional.
The user can only select Service Organizations that:
- Offer all the services connected to the Request,
- and belong to the same company as the current Service Organization.
- If a Request Contract is connected, the Organizations linked to the
contract are also considered.
The existing Scopes and Tasks will be canceled when the Service
Organization is modified. New Scopes and Tasks will be generated, carrying
over the previous details. However, any Tasks manually added from the
beginning (i.e., tasks not created from Standard Tasks) will not be
regenerated as part of the new Scopes.
SLA Handling with the Service Organization Change
- If the previous SLA source is a Service Organization and the new
Service Organization has an SLA defined: The new Service Organization's
SLA is connected, and the previous SLA is canceled for the request,
scopes, and tasks.
- If the previous SLA source is a Service: The previous SLA is
canceled for the request, scopes, and tasks. New SLAs are created with
the source set to Service. The SLA is not copied to the request, but new
lines are added while maintaining the same due dates and times.
- If the previous SLA source is a Service but the SLA is removed
before editing the Service Organization and the new Service Organization
has an SLA: The new Service Organization's SLA is connected, and the
previous SLA is canceled for the request, scopes, and tasks.
- Creating Manual SLA Commitments: Manual commitments will remain
unchanged at the request level. However, new tasks will not inherit the
previously added manual commitments, as they were associated with the
canceled tasks.
- If the previous SLAs are Manual Commitments and the new Service
Organization has an SLA defined: The new Service Organization's SLA is
connected to the request, scope, and tasks. Manual commitments remain at
the request level but are removed from tasks and scopes.
Note: Purchase Requisitions or Shipment Orders in
Planned status will be deleted.
Prerequisites
- A Request of status New/Released must be logged.
- It is not possible to change the Service Organization when the
following conditions exist (Scenarios where the Edit Service
Organization command is hidden)
- The Request is not in New/Released Status.
- At least one of the connected tasks has transactions
(sales/costs lines).
- One or more tasks have been transferred to mobile.
- Has quotations connected.
- The Request has been generated from a recurring service program.
- Material lines exist with purchase requisitions and shipment
orders except in the planned state.
- Pickup tasks are included.
System Effects
- The Service Organization of the Request will be updated. The
existing Scopes and Tasks will be canceled. New Scopes and Tasks will be
generated, carrying over the previous details. However, any Tasks
manually added from the beginning (i.e., tasks not created from standard
tasks) will not be regenerated as part of the new Scopes.
- Purchase Requisitions or Shipment Orders in Planned status will be
deleted.