Topic
  • 2 replies
  • Latest Post - ‏2017-07-20T03:47:11Z by JayManaloto
TRI_Harder
TRI_Harder
98 Posts

Pinned topic Service Plan by Organization or Location

‏2017-06-20T01:00:44Z |

Hi All,

So I'm trying to figure out the best way to set this up:

I have a Service Plan that has a Facilities Project Template.  In the Facilities Project Template, I have three Project Tasks.  In each of those Project Tasks, I have assigned a specific Responsible Organization by Work Group.

Question:  If I have three Organizations that are wanting to using this same Service Plan, but they want each of the Project Tasks specific to just their Responsible Organization by Work Group.  How can I just have one generic Service Plan to satisfy all three Organizations?  

My initial thought is that I would have to create three copies of the Service Plan and have each Project Tasks assigned to the respective Work Group.  But that means I would have to create new different Request Class by Organization which would be sloppy.  

Is there any method to accomplish this requirement in Tririga?

Thanks in advance! 

Updated on 2017-06-20T01:01:00Z at 2017-06-20T01:01:00Z by TRI_Harder
  • TRI_Harder
    TRI_Harder
    98 Posts
    ACCEPTED ANSWER

    Re: Service Plan by Organization or Location

    ‏2017-06-23T07:15:24Z  

    Alright, after some research I found out the best way to have a generic Request Class, Service Plan, Facilities Project Template, and Project Tasks is by setting up a Service Agreement for each Service Provider.  And within each Service Agreement is to create Service Agreement Matrix for all the possible combinations of Request Class, Customer Organization, and Location or Geography.

    Secondly, in the Service Plan.  Set the Project and Task Assignment Rule to "Auto-assign to Service Provider".  This will ensure that the WF fires to check for associated SAM matching records to set the Responsible Organization at the Facilities Project record, and the Project Tasks.

    If possible I would request for a Service Agreement Matrix order of precedence and process flow because it is really confusing functionality.  I had to basically deconstruct the WF to understand which values were being retrieved by the Request Class, Service Plan, Service Agreement, and SAM.

    Anyone else have thoughts on the SAM, and tips on how best to maintain it?

  • JayManaloto
    JayManaloto
    20 Posts
    ACCEPTED ANSWER

    Re: Service Plan by Organization or Location

    ‏2017-07-20T03:47:11Z  

    Alright, after some research I found out the best way to have a generic Request Class, Service Plan, Facilities Project Template, and Project Tasks is by setting up a Service Agreement for each Service Provider.  And within each Service Agreement is to create Service Agreement Matrix for all the possible combinations of Request Class, Customer Organization, and Location or Geography.

    Secondly, in the Service Plan.  Set the Project and Task Assignment Rule to "Auto-assign to Service Provider".  This will ensure that the WF fires to check for associated SAM matching records to set the Responsible Organization at the Facilities Project record, and the Project Tasks.

    If possible I would request for a Service Agreement Matrix order of precedence and process flow because it is really confusing functionality.  I had to basically deconstruct the WF to understand which values were being retrieved by the Request Class, Service Plan, Service Agreement, and SAM.

    Anyone else have thoughts on the SAM, and tips on how best to maintain it?

    Hi Hiro, regarding the order of the process, would this topic help?

    Auto assignment of service providers
    https://www.ibm.com/support/knowledgecenter/SSFCZ3_10.5.2/com.ibm.tri.doc/msm_topics/c_auto_assign.html

    If auto-assignment is activated, the criteria are assessed in the following order:

    1. Request class or service class.
    2. Customer organization for the request.
    3. Location, or geography if a location match is not found.
    4. If more than one match still exists, highest provider type.
    5. If more than one match still exists, highest provider rating.

    Criteria 1-3 all are always used. Criteria 4 and 5 are used only if multiple records meet the 1-3 criteria.

  • TRI_Harder
    TRI_Harder
    98 Posts

    Re: Service Plan by Organization or Location

    ‏2017-06-23T07:15:24Z  

    Alright, after some research I found out the best way to have a generic Request Class, Service Plan, Facilities Project Template, and Project Tasks is by setting up a Service Agreement for each Service Provider.  And within each Service Agreement is to create Service Agreement Matrix for all the possible combinations of Request Class, Customer Organization, and Location or Geography.

    Secondly, in the Service Plan.  Set the Project and Task Assignment Rule to "Auto-assign to Service Provider".  This will ensure that the WF fires to check for associated SAM matching records to set the Responsible Organization at the Facilities Project record, and the Project Tasks.

    If possible I would request for a Service Agreement Matrix order of precedence and process flow because it is really confusing functionality.  I had to basically deconstruct the WF to understand which values were being retrieved by the Request Class, Service Plan, Service Agreement, and SAM.

    Anyone else have thoughts on the SAM, and tips on how best to maintain it?

  • JayManaloto
    JayManaloto
    20 Posts

    Re: Service Plan by Organization or Location

    ‏2017-07-20T03:47:11Z  

    Alright, after some research I found out the best way to have a generic Request Class, Service Plan, Facilities Project Template, and Project Tasks is by setting up a Service Agreement for each Service Provider.  And within each Service Agreement is to create Service Agreement Matrix for all the possible combinations of Request Class, Customer Organization, and Location or Geography.

    Secondly, in the Service Plan.  Set the Project and Task Assignment Rule to "Auto-assign to Service Provider".  This will ensure that the WF fires to check for associated SAM matching records to set the Responsible Organization at the Facilities Project record, and the Project Tasks.

    If possible I would request for a Service Agreement Matrix order of precedence and process flow because it is really confusing functionality.  I had to basically deconstruct the WF to understand which values were being retrieved by the Request Class, Service Plan, Service Agreement, and SAM.

    Anyone else have thoughts on the SAM, and tips on how best to maintain it?

    Hi Hiro, regarding the order of the process, would this topic help?

    Auto assignment of service providers
    https://www.ibm.com/support/knowledgecenter/SSFCZ3_10.5.2/com.ibm.tri.doc/msm_topics/c_auto_assign.html

    If auto-assignment is activated, the criteria are assessed in the following order:

    1. Request class or service class.
    2. Customer organization for the request.
    3. Location, or geography if a location match is not found.
    4. If more than one match still exists, highest provider type.
    5. If more than one match still exists, highest provider rating.

    Criteria 1-3 all are always used. Criteria 4 and 5 are used only if multiple records meet the 1-3 criteria.