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 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.
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 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
- 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.
- 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