I created this in a forum where I thought it logically fit, but I am not seeing any responses there, so I have copied that post to this forum in the hopes I will get some sort of a response.
Reading the documentation on how to generate service matrix records raises some questions with regards to what the Generate Service Matrix action on the Create Service Matrix tab will actually generate from a record perspective. By this I mean the number of records I would expect to get generated is not the number of records that are actually generated. Here's a step-by-step example of what I did and why I am raising this question in this forum.
Navigate to Contracts>Service Agreements and create a new Service Agreement as follows:
- General tab: Enter something for the Name field in the General section.
- Choose DEFAULT Workgroup for Service Provider Name.
- Choose Service Agreement as the Contract Type, click on the radio button next to Primary and check all of the check boxes in the Details section.
- In the Dates section, select a start date (current date is fine), and expiration date (8/30/2030 was used in my test case), and choose 1 Month for the Expiration Reminder.
- Click on the Terms & Conditions tab.
- In the Default Matrix SLA Values section, click on the Use Request Class Defaults.
In the sub tab section under the Default Service Charge Type section, the Request Class (for Services) tab should be selected. Click on the Find button.
- In the pop-up dialog, click on the check box to select all request classes (the check box is to the left of the table field names) and then click the OK button.
- Notice that the Request Class (for Services) section now has a list of the different request classes.
- Click on the Create Draft button.
- Click on Issue button.
- Once the Service Agreement is in an Issued status, reopen the record and verify that it does not have any service matrix records currently. This is a critical check point as this is where my main question will arise.
Navigate to Maintenance>Set Up>General>Service Matrix and click on the Create Service Matrix tab.
- In the Manage By section, click on the Contract radio button. This will display a field where you can select a service contract.
- Click on the magnifying glass next to the Service Contract field and click on the radio button next to the service agreement you created above. Click the OK button and the Service Contract field should now contain the name of the service agreement you selected.
- In Customer Organization, click on the radio button next to Use Top Level Organization.
- The Top Level Organization field should appear. Click on the magnifying glass next to this field and click on the radio button next to \Organizations followed by the OK button. This should populate the Top Level Organization field with "\Organizations".
- In the Default Matrix SLA Values, click on the Use Request Class Defaults check box.
- In the sub tab section below the Default Matrix SLA Values you should see a list of request classes with check boxes in front of them. Click on one and only one check box next to a request class. DO NOT CLICK ON THE CHECKBOX WHERE THE FIELDNAMES APPEAR.
- Click on the Service Locations sub tab.
- Click on the Find button.
- Select a single value such as a particular building, floor, space or other location type record. For quickest results, it is best to select a space record as the rest of this process will generate service matrix records based on the location hierarchy. The level in the hierarchy does not matter for the purposes of this question. After clicking a check box next to the desired location record, click the OK button.
- Notice that the record selected in the previous step is the only record shown in the Service Locations sub tab. Click on the check box to the left of that record.
- Click back on the Request Class tab and verify that the record you selected there is still the only record selected.
- In the Manage By section, click on the Generate Service Matrix button.
- A pop-up dialog will appear indicating that the process will create Service Matrix records, but only if you click the Continue button. Click the Continue button.
- Go back to the Service Agreement you created earlier and click on the Terms and Conditions tab.
- Scroll to the bottom of the screen. Notice that the Service Matrix records are being created based on the request classes defined in the Service Agreement and not based on the single request class you selected during the Create Service Matrix process.
So, the question is whether this is expected behavior or should we have expected only one service matrix record to be created based on the only request class record we selected in the Create Service Matrix process outlined above?