Modify Service Organization
Explanation
Use this activity to modify the Service Organization of the Request. You can modify the Service Organization by
using the Edit Service Organization option in the Admin command nested view. This
will open up an assistant view where you can select a different Service Organization and a Service Delivery Unit.
The selection of the Service Delivery Unit is optional.
The user can only select Service Organizations that:
- Offer all the services connected to the Request,
- and belong to the same company as the current Service Organization.
- If a Request Contract is connected, the Organizations linked to the contract are also considered.
The existing Scopes and Tasks will be canceled when the Service Organization is modified. New Scopes and Tasks
will be generated, carrying over the previous details. However, any Tasks manually added from the beginning (i.e.,
tasks not created from Standard Tasks) will not be regenerated as part of the new Scopes.
SLA Handling with the Service Organization Change
- If the previous SLA source is a Service Organization and the new Service Organization has an SLA defined: The
new Service Organization's SLA is connected, and the previous SLA is canceled for the request, scopes, and
tasks.
- If the previous SLA source is a Service: The previous SLA is canceled for the request, scopes, and
tasks. New SLAs are created with the source set to Service. The SLA is not copied to the request, but new lines
are added while maintaining the same due dates and times.
- If the previous SLA source is a Service but the SLA is removed before editing the Service Organization and
the new Service Organization has an SLA: The new Service Organization's SLA is connected, and the previous
SLA is canceled for the request, scopes, and tasks.
- Creating Manual SLA Commitments: Manual commitments will remain unchanged at the request level. However,
new tasks will not inherit the previously added manual commitments, as they were associated with the canceled
tasks.
- If the previous SLAs are Manual Commitments and the new Service Organization has an SLA defined: The new
Service Organization's SLA is connected to the request, scope, and tasks. Manual commitments remain at the
request level but are removed from tasks and scopes.
Note: Purchase Requisitions or Shipment Orders in Planned status will be deleted.
Prerequisites
- A Request of status New/Released must be logged.
- It is not possible to change the Service Organization when the following conditions exist (Scenarios where
the Edit Service Organization command is hidden)
- The Request is not in New/Released Status.
- At least one of the connected tasks has transactions (sales/costs lines).
- One or more tasks have been transferred to mobile.
- Has quotations connected.
- The Request has been generated from a recurring service program.
- Material lines exist with purchase requisitions and shipment orders except in the planned state.
- Pickup tasks are included.
System Effects
- The Service Organization of the Request will be updated. The existing Scopes and Tasks will be canceled. New
Scopes and Tasks will be generated, carrying over the previous details. However, any Tasks manually added from
the beginning (i.e., tasks not created from standard tasks) will not be regenerated as part of the new
Scopes.
- Purchase Requisitions or Shipment Orders in Planned status will be deleted.