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. 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