Service Contract - Revision history

Gityerfix at 04:11, 27 July 2008

2008-07-27T04:11:55Z

Gityerfix at 05:17, 26 July 2008

2008-07-26T05:17:29Z

Gityerfix at 04:58, 26 July 2008

2008-07-26T04:58:01Z

Gityerfix at 16:39, 18 July 2008

2008-07-18T16:39:02Z

Gityerfix at 17:54, 30 June 2008

2008-06-30T17:54:46Z

Gityerfix: /* Step 4. Map Priorities */

2008-06-30T17:51:43Z

‎Step 4. Map Priorities

Gityerfix: /* Step 1. Create Service Contract */

2008-06-30T17:51:01Z

‎Step 1. Create Service Contract

Gityerfix: /* Step 5. Create Request Areas & Change/Issue Categories */

2008-06-30T17:50:36Z

‎Step 5. Create Request Areas & Change/Issue Categories

Gityerfix at 04:47, 12 March 2008

2008-03-12T04:47:13Z

Gityerfix at 01:38, 3 March 2008

2008-03-03T01:38:57Z

@@ Line 1: / Line 1: @@
 __NOTOC__
 [[Category:Configuration]]
-<div align='center'><font color="green">To make corrections or additions to this article, select the ''edit'' tab above.<br>
+{{Global Header}}
-To discuss or ask questions about this article, select the ''discussion'' tab above.</font></div>
+{{Global Announcement}}
 == Overview ==

@@ Line 10: / Line 10: @@
 When creating a ticket and it is determined by the system that a Service Contracts applies, many default system functionalities are superseded by the contract, such as [[Service Type|Service Types]] and Request Area listings.
 == Procedures ==
@@ Line 38: / Line 37: @@
 |-
 |}
 === Step 2. Create Private Service Types ===
@@ Line 53: / Line 51: @@
 ''Note: The default [[Service Type|Service Types]] for Contacts, CIs, and Priorities will be applied to any listed Contact, CI, or Priority that is not mapped to a specific [[Service Type]].''
 === Step 3. Map Contacts & CIs ===
@@ Line 63: / Line 60: @@
 ''Note: Mapped Contacts and CIs that are not associated to a specific [[Private Service Type]] are serviced by the default [[Service Type]] if one is identified.''
 === Step 4. Map Priorities ===
 Priority mapping allows for identifying Priority related Servicing. This works exactly like the default system behavior of using Priority to determine the [[Service Type]]. If no individual mapping is done, then the default [[Service Type]] is applied.
 === Step 5. Create Request Areas & Change/Issue Categories ===
 When a user is subject to a Service Contract, only the Area and Categories identified in the contract will appear as options when creating a ticket for that user. If the Service Contract has been created with no Areas or Categories, then none will be listed when creating the ticket.

@@ Line 1: / Line 1: @@
 __NOTOC__
 [[Category:Configuration]]
 This article provides a detailed analysis of the Service Contract feature that was introduced in r11.x.
@@ Line 7: / Line 11: @@
 When creating a ticket and it is determined by the system that a Service Contracts applies, many default system functionalities are superseded by the contract, such as [[Service Type|Service Types]] and Request Area listings.
 == Step 1. Create Service Contract ==
 The only field required when initially saving a new Service Contract is a Name.
@@ Line 33: / Line 39: @@
 |}
 == Step 2. Create Private Service Types ==
 Service Contacts can ''only'' use [[Service Type|Service Types]] that are created specifically for that Service Contract. These exclusive [[Service Type|Service Types]] are referred to as [[Private Service Type|Private Service Types]]. A [[Private Service Type]] can ''only'' be created from the "[[Private Service Type]]" tab on the Service Contract Details page.
@@ Line 47: / Line 54: @@
 ''Note: The default [[Service Type|Service Types]] for Contacts, CIs, and Priorities will be applied to any listed Contact, CI, or Priority that is not mapped to a specific [[Service Type]].''
 == Step 3. Map Contacts & CIs ==
 Mapping Contacts & CIs fulfills two objectives.
@@ Line 57: / Line 65: @@
-== Step 4. Map Priorities ==
+=== Step 4. Map Priorities ===
 Priority mapping allows for identifying Priority related Servicing. This works exactly like the default system behavior of using Priority to determine the [[Service Type]]. If no individual mapping is done, then the default [[Service Type]] is applied.
+=== Step 5. Create Request Areas & Change/Issue Categories ===
+When a user is subject to a Service Contract, only the Area and Categories identified in the contract will appear as options when creating a ticket for that user. If the Service Contract has been created with no Areas or Categories, then none will be listed when creating the ticket.
-−
-−
-−
-−
-----
-<div align='center'><font color="green">To make corrections or additions to this article, select the ''edit'' tab above.<br>
-To discuss or ask questions about this article, select the ''discussion'' tab above.</font></div>

@@ Line 62: / Line 62: @@
 == Step 5. Create Request Areas & Change/Issue Categories ==
 When a user is subject to a Service Contract, only the Area and Categories identified in the contract will appear as options when creating a ticket for that user. If the Service Contract has been created with no Areas or Categories, then none will be listed when creating the ticket.
 ----
-<div align='center'><font color="red">To make corrections or additions to this article, select the ''edit'' tab above.<br>
+<div align='center'><font color="green">To make corrections or additions to this article, select the ''edit'' tab above.<br>
 To discuss or ask questions about this article, select the ''discussion'' tab above.</font></div>

@@ Line 3: / Line 3: @@
 This article provides a detailed analysis of the Service Contract feature that was introduced in r11.x.
-Service Contracts are associated with a user via their [[Organization]] or by [[Contact]] Mapping in the Service Contract. ''See Step 3 for contact mapping.''
+Service Contracts are associated with a user via their Organization or by Contact Mapping in the Service Contract. ''See Step 3 for contact mapping.''
-When creating a ticket and it is determined by the system that a Service Contracts applies, many default system functionalities are superseded by the contract, such as [[Service Type|Service Types]] and [[Request/Incident/Problem Area|Request Area]] listings.
+When creating a ticket and it is determined by the system that a Service Contracts applies, many default system functionalities are superseded by the contract, such as [[Service Type|Service Types]] and Request Area listings.
 == Step 1. Create Service Contract ==
@@ Line 23: / Line 23: @@
 |-
 | Client Contact
-| The client representative. This is typically an [[Affected End User|End User]] who serves as the point of contact with IT with regards to this Contract. This person could likely be the recipient of [[Notifications|notifications]] such as those regarding a violation of an [[SLA]].
+| The client representative. This is typically an End User who serves as the point of contact with IT with regards to this Contract. This person could likely be the recipient of [[Notifications|notifications]] such as those regarding a violation of an [[SLA]].
 |-
 | Expiration
@@ Line 41: / Line 41: @@
 *There is no supported method of converting a [[Service Type]] to a [[Private Service Type]].
-Once a [[Private Service Type]] has been created it can be used as a default [[Service Type]] for [[Contact|Contacts]], [[Configuration Item|CIs]], and [[Priority|Priorities]] or as the [[Organization|Organization's]] [[Service Type]].
+Once a [[Private Service Type]] has been created it can be used as a default [[Service Type]] for Contacts, CIs, and Priorities or as the Organization's [[Service Type]].
-''Note: The [[Organization|Organization's]] [[Service Type]] is always applied to any ticket opened for the identified [[Organization|Organization(s)]].''
+''Note: The Organization's [[Service Type]] is always applied to any ticket opened for the identified Organization(s).''
-''Note: The default [[Service Type|Service Types]] for [[Contact|Contacts]], [[Configuration Item|CIs]], and [[Priority|Priorities]] will be applied to any listed [[Contact]], [[Configuration Item|CI]], or [[Priority]] that is not mapped to a specific [[Service Type]].''
+''Note: The default [[Service Type|Service Types]] for Contacts, CIs, and Priorities will be applied to any listed Contact, CI, or Priority that is not mapped to a specific [[Service Type]].''
-== Step 3. Map [[Contact|Contacts]] & [[Configuration Item|CIs]] ==
+== Step 3. Map Contacts & CIs ==
-Mapping [[Contact|Contacts]] & [[Configuration Item|CIs]] fulfills two objectives.
+Mapping Contacts & CIs fulfills two objectives.
-First, it allows the Service Contract to apply to [[Contact|Contacts]] and [[Configuration Item|CIs]] that do not belong to any of the [[Organization|Organizations]] associated with it.
+First, it allows the Service Contract to apply to Contacts and CIs that do not belong to any of the Organizations associated with it.
-Second, it provides a means of specifying [[Private Service Type|Private Service Types]] to individual [[Contact|Contacts]] and [[Configuration Item|CIs]].
+Second, it provides a means of specifying [[Private Service Type|Private Service Types]] to individual Contacts and CIs.
-''Note: Mapped [[Contact|Contacts]] and [Configuration Item|CIs]] that are not associated to a specific [[Private Service Type]] are serviced by the default [[Service Type]] if one is identified.''
+''Note: Mapped Contacts and CIs that are not associated to a specific [[Private Service Type]] are serviced by the default [[Service Type]] if one is identified.''

@@ Line 22: / Line 22: @@
 | IT representative
 |-
-| Client [[Contact]]
+| Client Contact
 | The client representative. This is typically an [[Affected End User|End User]] who serves as the point of contact with IT with regards to this Contract. This person could likely be the recipient of [[Notifications|notifications]] such as those regarding a violation of an [[SLA]].
 |-
@@ Line 28: / Line 28: @@
 | Identifies when the contract expires. If a contract exceeds it's expiration, the contract is voided by the system and the default system behaviors are applied.
 |-
-| Assigned to [[Organization|Organization(s)]]
+| Assigned to Organization(s)
-| Lists all [[Organization|Organizations]] to which this Service Contract is applied. To add to this list, access the Organization's Detail page and add the appropriate Service Contract.
+| Lists all Organizations to which this Service Contract is applied. To add to this list, access the Organization's Detail page and add the appropriate Service Contract.
 |-
 |}
 == Step 2. Create Private Service Types ==

← Older revision		Revision as of 17:50, 30 June 2008
Line 62:		Line 62:


−	== Step 5. Create ~~[[Request/Incident/Problem Area\|~~Request Areas]] & ~~[[Change/Issue Category\|~~Change/Issue Categories]] ==	+	== Step 5. Create Request Areas & Change/Issue Categories ==
−	When a user is subject to a Service Contract, only the ~~[[Request/Incident/Problem~~ Area~~\|Area]]~~ and ~~[[Change/Issue Category\|~~Categories]] identified in the contract will appear as options when creating a ticket for that user. If the Service Contract has been created with no ~~[[Request/Incident/Problem Area\|~~Areas]] or ~~[[Change/Issue Category\|~~Categories]], then none will be listed when creating the ticket.	+	When a user is subject to a Service Contract, only the Area and Categories identified in the contract will appear as options when creating a ticket for that user. If the Service Contract has been created with no Areas or Categories, then none will be listed when creating the ticket.