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. When changing the Reported Item (Object), enabling the Show All Objects toggle will display all objects without party filtration. Disabling the toggle will show only objects connected to the parties.

You can also modify the Customer Order connected to the Request Scope. When generating invoice previews, the associated Customer Order(s) will be reflected.

Prerequisites

• The Service should be defined in Service Catalog.
• If needed, the Object should be defined in the Service Object page. It can either be connected to a customer as a Party in the Parties tab or remain unconnected.
• 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).
• If needed, a Customer Order should be connected to the Request Scope to allow modification and inclusion in invoice previews.

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'

Customer Order

• The Customer Order can be modified within the Request Scope.
• When generating invoice previews for the Request Scopes, the associated Customer Order is included in the preview.
• If a Request contains multiple Scopes and each Scope is linked to a different Customer Order, multiple invoice previews will be generated.

 

Pages

Request

Activity Diagrams

Modify Request