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
Warranty periods or Contracts
that cover the Reported Item.
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
in the Request will be fetched to Add Request Scope assistant,
but can be modified.
Prerequisites
- 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
and be connected to the customer as a Party.
- 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, the Warranty should be defined to cover
the Reported Item.
System Effects
- A new Scope for the Request will be
created.
- Work tasks are created based on the standard tasks defined in the Service
in Service Catalog.
- Urgency will be saved in Request Scope, if added.
- Request SLA order is created for the Request Scope, based on matched
Request SLA Template.
- Price Rule and Price Rule lines are saved on Request Scope.
- If a service item is connected to the scope, and if a person demand
is available on task, the skills and competencies in the Reported Item (Model
or Object) will be copied to the work tasks as additional qualifications.