Service Contract
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 supersede many default system functionalities, such as Service Types and Request Area listings. They system defaults are used if any one of the following three situations exist:
- End User has no Organization
- End User's Organization is not associated with any Service Contract
- End User's Service Contract has expired
Contents
Step 1. Create Service Contract
The only field required when initially saving a new Service Contract is a Name.
| Field Name | Description |
|---|---|
| Contract Number | An alternate identification |
| Client Advocate | IT representative |
| Client Contact | client representive. 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 such as those regarding a violation of an SLA. |
| Expiration | identifies when the contract expires |
| Assigned to Organization(s) | 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. |
SAVE
2. Create Private Service Types
Private Service Types are for use by the Service Contract they are created for. A Private Service Type is created from the "Private Service Type" tab on the Service Contract Details page. 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.
TIP: Look at Private Service Types as a personal pool of Service Types available only to this Contract.
Note: The Organization's Service Type is always applied to any ticket opened for the identified Organization(s).
Note: The default 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.
3. Map Contacts & CIs
Mapping Contacts & CIs has two objectives. For starters it adds additional Contacts and CIs that are serviced by this Contract that are not directly associated with any of the Organizations. In addition it allows you to specify Private Service Types to individual Contacts and CIs. Mapped Contacts and CIs that are not associated to a specific Service Type are serviced by the default Service Type if one is identified.
4. Map Priorities
Priority mapping allows you to identify Priority related Servicing. If no individual mapping is done, then the default Service Type is applied.
5. Create Request Areas & Change/Issue Categories
These tabs allow you to create Areas/Categories that are "private" to this Service Contract. User's belonging to this Service Contract will see only the Areas and Categories identified here.
When an end user is bound by an active Service Contract only the Areas, Categories, and Service Types identified within the configuration of the Service Contract are active. All Areas, Categories, and Service Types configured outside the Service Contract will not be active. If the Service Contract has expired then the default Areas/Categories are displayed and all default Service Types are enforced.
