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 the Service Object
page and connected to the customer as a party in the Parties
tab.
- 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 or Warranty
is updated:
-
If New, and the SLA template, revision and source is not the same as the
previous values, new SLA Commitments are created accordingly
- Planned, Active, Paused
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:
- SLA Commitments created using an SLA Template :
- New SLA Commitments will be created according to the new SLA Template
- Planned, Active and Paused
SLA Commitments of the previous SLA Template will be Cancelled.
- Upon creation, new SLA Commitments will be updated according to
the events of the old Scope.
- Already closed SLA Commitments will remain unchanged.
- SLA Commitments created manually - will be updated if below criteria
are satisfied
- If the SLA Commitment is Active/Planned/Paused
and to be fulfilled by Scope events.
- If the SLA Commitment is Planned and to be
triggered by a Scope event but fulfilled by a Work Task or Request event.
- if the Work Tasks are cancelled, then SLA Commitment should be cancelled.
If there is no SLA Template applied on the scope from Warranty, Request Contract,
Service or Service Organization, an SLA Template can be connected to the request
scope manually. Only can connect SLA Template revisions with,
- Valid From Date earlier than or same as the scope creation date and
- Valid To Date later than the scope creation date
SLA Templates applied manually on a request scope can be changed :
- If the SLA template or revision are not the same as the previous values,
new SLA Commitments are created accordingly.
- Planned, Active and Paused
SLA Commitments of the previous SLA Template will be Cancelled.
- Already Closed SLA commitments will remain unchanged.
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'