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Topic
  • 3 replies
  • Latest Post - ‏2017-09-21T14:45:40Z by scott_ruch_wipro
ckrajec
ckrajec
4 Posts

Pinned topic Service Assignment Matrix - Updating

‏2016-11-10T23:08:17Z | #sam #serviceassignmentmatrix #tririga

Suppose you have a service agreement from which you generated your existing service assignment matrix (SAM) records. Everything is fine and good until you want to add a new request class to the service agreement. If you modify the agreement, based on how the documentation reads, you apparently need to regenerate all of the SAM records again. If you go to Maintenance>Set Up>General>Service Matrix and navigate to the Create Service Matrix tab, what is the best way to add the new request class? Here's the steps I think should work, but seems to seriously take a very long time to generate a single SAM record, let alone all of the needed SAM records.

 

1 - Click the radio button next to Contract for the Manage By

2 - Select the Service Contract that will have the new request class.

3 - Click on the check box for Use Request Class Defaults for the Default Matrix SLA Values section.

4 - Find and select the new request class.

5 - Find the highest level service geography (World?)

6 - Find the highest level service location (Property?)

7 - Click on the Generate Service Matrix action in the Manage By section.

As I mentioned, following this process will generate the SAM records, but it takes so long that it ends up messing up the whole system. It is much easier just to modify the service agreement directly and reissuing because it can regenerate ALL of the SAM records in considerably less time. If need be, I can open a support ticket for this, but thought this should be the first place to start if this is a problem with understanding the best way to add SAM records in support of an existing service agreement.

  • scott_ruch_wipro
    scott_ruch_wipro
    2 Posts

    Re: Service Assignment Matrix - Updating

    ‏2017-09-20T16:27:19Z  

    Chris,

    Is this still an issue for you? It's been some time, but I wanted to see if you were still encountering difficulties in this area. Please let me know.

  • ckrajec
    ckrajec
    4 Posts

    Re: Service Assignment Matrix - Updating

    ‏2017-09-21T14:02:42Z  

    Chris,

    Is this still an issue for you? It's been some time, but I wanted to see if you were still encountering difficulties in this area. Please let me know.

    Scott,

     

    My role has changed somewhat and this is not a concern for me. I had raised this in the forum previously and Craig provided an answer, but I later came to find out that the client was following the steps mentioned above. I think Chris S got this squared away with the client.

  • scott_ruch_wipro
    scott_ruch_wipro
    2 Posts

    Re: Service Assignment Matrix - Updating

    ‏2017-09-21T14:45:40Z  

    Chris,

    Good to know. I was just tidying up loose ends.