Edit Scope

Explanation

Use this activity to edit the Service, Reported Item (Model or Equipment Object) and Location of a Request Scope.

You can change the Service, Reported Item or the Location of a Request Scope up until the Request has been completed. You can also change the contract and the urgency, when the Service or Object has been changed.

Prerequisites

• The Service should be defined in Service Catalog.
• If needed, the Object should be defined in Objects page and connected to the customer as a Party in the Equipment Object Navigator.
• If needed, the Model should be defined in the Model page.
• If needed, Urgency should be defined in Urgencies page, and connected to the Contract or Service.
• To edit Service, Reported Item or the Location, Request Scope must exist in status New/ Released or Started status and have been created manually (not via a Recurring Service Program).

System Effects

Scope

• Existing Scope gets cancelled and New Scope gets created

Work Task

• Work Tasks which can be automatically cancelled, gets cancelled
• Work Tasks which require a manual decision, are moved to the New Scope

SLA Commitments

When the Scope Urgency, Contract,  Warranty is updated:

• If New SLA template, revision  & Source is not same as the previous values, new SLA commitments are created accordingly
• Planned, Active, Stopped SLA commitments of the previous SLA Template will be Cancelled.
• Already Closed SLA commitments will remain unchanged.

When modifying a Service / Object - Results a different Scope and Different SLA Template:

• SLAs created using SLA template :
  • New SLA commitments will be created according to the new SLA Template
  • Planned, Active, Stopped SLA commitments of the previous SLA Template will be Cancelled.
  • Upon creation, new SLA Commitments will be updated according to the events of old scope
  • Already Closed SLA commitments will remain unchanged.
• SLA created manually - will be updated if below criteria are satisfied
  • If the SLA commitment is Active/Planned/Stopped and to be fulfilled by Scope event
  • If the SLA commitment is Planned and to be triggered by scope event but fulfilled by work task/request event
    • if the work tasks are cancelled, then SLA commitment should be cancelled 

Actual Fixed Price

• If an Actual Fixed Price is reported manually then it moves to new Scope
• If an Actual Fixed Price is reported by a Price Rule, it only moves to new Scope if it has been considered for invoicing (Invoice preview created). When moving the Actual Fixed Price, the price source is changed to 'Manual'

 

Pages

Request

Activity Diagrams

Request Initiation