Default values for service assignment matrix records

In the agreement or contract, you can define the default values that are used by the generated service assignment matrix (SAM) records. You can later modify the SAM records as required.

The default values for SAM records are defined on the Terms & Conditions tab of the service agreement, blanket purchase order, and warranty record. On the real estate lease record, the default values for SAM records are defined on the Service Areas tab. The relevant sections are Default Matrix SLA Values and Default Service Charge Type.

The default values include time, cost, and priority variables. If your contract is covered by a request class that contains default values, you can use the request class defaults for your SAM records.

The following fields combine to use contact roles to assign the responsible person for the tasks:

• The Default Assign To Role field designates the contact role that the system is looking for, for example, Dispatcher.
• The Role Resolution field determines whether the contact role is associated with the contract or with the request that is processed through the contract, therefore establishing the linked record. Using role resolution ensures that the record automatically keeps current with changes to the role.
• The Use Role From field describes the relationship to the linked record.

If a responsible person is not assigned based on contract roles, then the default assignee is designated as the responsible person for the tasks. The responsible person on a task is the person who tracks the work, not necessarily the individual doing the work. Resources that are associated with the task designate the technician actually completing the work.

The Default Service Charge Type section determines whether all of the service assignment matrix records have Billable or Included as their initial charge type. Included means that the service is covered under the agreement and is paid for as part of the contract terms. Billable means that although the service provider does the work as part of the contract agreement, the work incurs billing on a pay per use basis.