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1. Workaround Provided Open Default V a i Pending Customer n V Incident table default Workflow FIELDS Fields are shown in the Incident Fields table in the Appendix OWNERSHIP Records in the Incident table are owned by the individual submitter This means each record is associated with a particular employee login and no other end user employee will be able to edit that record All technician users are able to edit any Incident by default REPORTING AND STATISTICS Several fields are included that are used for statistical reporting The following fields may be of interest Number of Assignees is auto incremented each time the assigned person changes Rule Incident Edit Actions Action Notification Actions Number of Teams Assigned is incremented each time a different team is put in the Assigned Team field Rule Incident Edit Actions Action Notification Actions Number of Reopens is incremented each time a closed request is reopened by a customer Total Hours to Close elapsed time between Date Created and Date Closed 27 Working Hours to Close elapsed time between Date Created and Date Closed minus the non working hours of the team in the Assigned Team field and the time during which the Status was Pending Customer There are default reports measuring Total Time Spent by Type of Problem Average time to close by Type of Problem and by person who closed as well as averages for n
2. Rule Tasks Just Completed Runs on edit Search R Completed Tasks just changed to All l Notify Assigned team or person of completed tasks if Assigned Person NULL Email assigned person tasks are completed yelse Email Assigned Team thattasks are completed Rule Status Change Actions Runs on edit Search R Status changed last user mod l All Status Change Actions if Status changed from any value to Closed last user s modification Resetreopen flag if Priorit tical if Total Hours to Close gt sla_critical_priority_hours_to_complete Set Solved within SLA to No telse if Total Hours to Close gt sla_hours_to_ complete set Solved within SLA to No Rule Assigned team or person changed Runs on edit Search Assigned person or team changed l Notify team or person of new assignment 188 if Assigned Person NULL email assigned person of new assignment yelse Email assigned team of reassignment if Assigned Team changed from any value to any value last users modification Increment number of teams assigned if Assigned Person changed from any value to any value last user s modification Increment number of assignees FORMATTING FOR ACTION BUTTONS Add Time Purpose Triggers conversion mapping Time Spent and Time Description fields onto a new Time Entry record linked to this Task then blanks those fields On Click Execute action
3. Start Diagnosis Clock Purpose Sets Diagnosis Start Time to NOW On Click Execute action Action U Set Diagnosis Start Time to Now Updated Field Diagnosis Start Time Updated Value NOW PROJECTS TABLE FIELDS Required fields are denoted by an next to the field label Project Description Short Text Describe the project in detail Project Name Short Text Gives the project title or identifying name Type of Project Choice New Customer Implementation Tracks the type of project Customer Upgrade Additional Services for Existing Customer Add Time Action Button Commits time added to the Project as a Time Entry record linked to the Project Attached Contract File For attaching contract documents and related files Billing Notes Append Only Text For any notes related to billing or invoicing Client Business Contact Link to selected fields from Contact table For tracking information of the Business Contact Phone Direct Phone Email Full Name client s business contact Business Contact Email 167 Client Technical Link to selected fields from Contact table For tracking information of the Contact Title Cell Phone Company Name Direct client s technical contact Company Phone Email Full Name Title Cell Phone Direct Phone Email Contract Approved by Choice Yes No Flags if a Project has been Customer approved by the customer Created By Link to selected fields from Contact table Creator Login
4. Actions C Convert to Service Request from Incident Conversion Service Request Options Silently with no confirmation Set Priority Purpose Automatically sets priority based on impact and urgency On Click Execute action Actions l Set Priority 140 if Impact Affects Single User if Urgency Low set Priority to Low t else if Urgency Medium set Priority to Medium 1 else if Urgency High Set Priority to High 1 else if Urgency Critical set Priority to High 1 else if Impact Affects Multiple Users or Impact Afects Department if Urgency Low set Priority to Low 1 else if Urgency Medium set Priority to Medium t else if Urgency High set Priority to High else if Urgency Critical set Priority to Critical else if Impact Affects Office if Urgency Low Set Priority to Medium 1 else if Urgency Medium set Priority to High t else if Urgency High set Priority to High else if Urgency Critical set Priority to Critical else if Impact Affects Company set Priority to Critical if Urgency Low set Priority to High t else if Urgency Medium set Priority to High else if Urgency High set Priority to Critical else if Urgency Critical set Priority to Critical SAVED SEARCHES Active Default searches are detailed below The My Assigned search is the search used by the Inbox
5. All Time Spent Save Cancel All the time entries for a request can be seen on the Time tab as well If a technician needs to report time that was spent on a different day or by a different user he may click the New button on the Time spent table to submit a time entry directly and change the date or Done by field All time entered is totaled in the All Time Spent field which can be used in reporting or billing Note that this same time entry methodology is used in the Incident Problem Service Request and Task tables WORKFLOW 38 Pending Approval y Y FIELDS See Change Request Fields in the Appendix OWNERSHIP Records in the Change Request table are owned by the person whose login matches the Creator Login field REPORTING AND STATISTICS Forward Schedule of Change The Forward Schedule of Change represents approved changes and the proposed implementation dates More generally it is a list of Change Requests set to occur in the future Functionally it might include CRs with restricted criteria such as approved changes only but by default the Forward Schedule of Change simply shows all Change Request that are not in a status of Closed The Forward Schedule of Change is a saved search available from the vertical navigation menu under the Change Request table name Change Requests are listed in order of Requested Date of Completion This search is also used in a structured HTML repor
6. Short Text Contact s first name User Full Name Compound Combines the contact s User first and last name fields 156 Groups Link to single field from other table Lists the groups that the User Group Group Name contact is a member of Key Requirements Last Document ID Last Document ID Text Auto Increment Automatically created by User the system this is the record s unique ID number Multi Choice Fast deployment Full Tracks a contact s User reporting Ease of use Breadth of priorities when looking at functionality Customizability a product Link to selected fields from other table This field is used for the User Documents Allow multiple values No conversion to approvals Allow entries not in source table No Visible if Related To is Documents Short Text Used in the conversion to User Approvals Maximum size 15 Display size 15 Visible if Related To is Documents Short Text Contact s last name LDAP User Choice Yes No Flags if a contact was User imported from an LDAP directory Lead Created Via Next Action Choice Self registration Added by Sales Defaults to Self User Staff registration For tracking automated vs manual contact or lead creation Choice Webinar Trade show Friend Tracks a lead s source User Referred Me Advertisement Google imported into the Contact Other Web Search Engine Received Email record during conversion Partner Website Marketing Campai
7. Action l Validate and Create Time Entry if Time Spent NULL Time spent must not be blank else Convert to Time Entry Blank out time fields in SR Clone Purpose Makes a copy of the Service Request currently unused On Click Execute action Action C Clone to Service Request Conversion Service Request Convert to Change Request Purpose Convert to create a new Change Request then save and close record On Click Execute action then save record Action l Convert to Change Request If First One 189 if CR IDI NULL can only convert to cr once else Convert to Change Request Convert to Incident Purpose Validates that Problem has not been converted to Incident before then saves and converts to an Incident On Click Execute action then save record Action l Convert to Incident If First Conversion if Incident IDI NULL Can only convert to Incident once else Convert to Incident Escalate Purpose Sets Assigned Team to 2 Level Support Team and Priority to Critical On Click Execute action Action U Set Assigned Team to 2 4 Level Support Team and Priority to Critical Updated Fields Assigned Team Priority Updated Values 2 Level Support Team Critical STEPS TABLE FIELDS Field label Data Type Admin notes All Steps in this Workflow Link to selected fields Pulls in all steps from same workflow so from other table Steps we can total t
8. Records in this table are owned by the individual assigned sales rep so each record is associated with a particular user login Admins and members of the Contract Owner Contract Manager Marketing Project Manager and Sales groups can view and edit Companies Most groups can view their own Company and most internal users can view others Companies PEOPLE TABLE EMPLOYEES AND END USERS SUB TABLES Purpose The User table tree is used to store information about individuals who use your system Use CASE The People table contains data about individual users of your system and individuals with whom your organization has contact or business relationships There are two basic subtypes of Users End Users and Employees Most external Contacts will go in the End User table as the Employee table tracks information that does not apply to people outside your company such as working hours and hire date People records normally have a link to a record in the Company table to define which Company is related to the Person By default People records have an embedded list of records from another table called a related table listing all of their Support or Helpdesk Case records tickets People are considered static in that they do not change status By default no workflow is specified for the People table People may be created manually by Guests Support Staff and members of the Professional Services Sales staff and Admin groups Guest reco
9. Saved Search Name Search Description Closed Incidents Finds all records where the Status is Closed My Assigned Assigned Person global name OR Assigned Team contains global my_teams My Incidents Submitter Login system 141 Pending Customer Status Pending Customer Response Published Publish to Knowledgebase Yes Status is not Closed Status Closed Updated by Submitter Updated By Scustomer_name and Submitter Team customer INSURANCE CERTIFICATES TABLE FIELDS Tet kia alii Amount of Coverage Currency Round to 2 decimal digits Display 10 x 1 always show 2 decimal digits Attached Files File with Versioning Use to attach scanned digital copies of the insurance certificate or other supporting documents Company Name Main Contact Link to selected fields Link type Strict Update Automatically in Main Contact Email Main Contact from other the background Default The Company Phone table Companies matching the Contract Company field Allow multiple values No Allow entries not in source table No Contract Company Contract Link to selected fields Mapping Strict Link Update Amount Contract Description from other Automatically in the background Contract End Date Contract Start table Contracts Date Contract Title Contract ID Allow multiple Contract Status values No Allow entries not in source table No Expiration Date Used to keep track of the insurance certi
10. Updated Values Assigned to an Internal User Pending Install Sitem_requested requester_login LEADS TABLE FIELDS Required fields are denoted by an next to the field label No fields on the Leads table are currently marked as required Field label Data Type Actions Taken Multi Choice Assigned Sales Rep Link to single field from Allow entries not in source other table People Assigned Team table No Allow multiple values No Allow entries not in source table No Billing Address 1 Short Text Billing Address 2 Short Text 146 Link to single field from other table Teams Allow multiple values No Choose From Sent Literature Confirmed Available Budget Identified Decision Makers Qualified Created Opportunity Gave Webinar or Demo Made Onsite Presentation Followed Up After Demo Sent Proposal Negotiated Price Closed Deal Converted to Customer Marked as Dead Did Failure Follow up Links to the employee sales rep assigned Defaults to Sales team Links to the sales rep s team Campaign Name Link to selected fields from Campaign ID other table Campaigns Allow multiple values No Allow entries not in source table No Telephone Fax Lead s cell phone Email Clicks from Related Table Email Clicks Outbound Emails Compound Lead s Name How did you hear about Choice Choose From Webinar Trade show Friend referred me Advertisement Google Other web search engine Received email Pa
11. Visible only if Cl Involvement For Multiple Cl s identifies the vendor or customer company linked to the contract Communications Communications Search Result Contract Amount Contract ID for Conversion Currency Contract Description _ Link to single field from other table Contracts Allow multiple values No Allow entries not in source table No 111 Monetary value of contract Round to 2 decimal points Display size 12x1 with currency symbol Always show O decimal digits Once status passes into Pending Approval the contract creator group can no longer edit this field for details about the contract s purpose To manage drafts and final versions of the contract Link to selected fields from other table People Allow multiple Contract Owner Email Internal Contract Owner Contract Owner Login Contract Owner Manager values No Allow entries not in source table No Defines who is responsible for the contract Filtered to people on teams related to contracts Person who creates the contract by default if created by staff user If end users are going to be able to create contracts this default value should be changed to none Contract Party Types Contract Types Workflow Title Approval Type from other values No Link to selected fields table Workflows Allow multiple Strict link filtered to those whose Contract Party Types and Contract Types are containe
12. feet a Assigned Team Link to selected fields in Team a aai aaa ane fattachedfiles he OOO S Backout Plan Text 1000 90x3 Required field Business Justification Text 5000 90x3 ee 91 Link to Team Team Name 4 Approval Team 4 Team Manager Team Leader Link to Team Team Name 5 Approval Team 5 Team Manager Team Leader Change Category Choice Required Standard 0 Minor 1 Significant 2 Major 3 Change Description Text 1000 90x6 ee Change Summary Short Text 90 90 Required Summary field Child CRs Related table Change Requests Shows all CRs whose parent CR is this one CI Class Cl Name Cl Tag Cl Type CI ID Cl Responsible Team Cl Serial Number Cl User Cl s for Child CRs Link to Configuration Item table Displayed if Related to Configuration Item link to CI Name with multiple Used to select Cl s for which Child CR s values enabled should be generated and linked back to a parent Cl Visible only if Related to Parent of change to multiple Cls Closed By Link to Employee Full Name Default Person who changes status to Closed Default Communicationstable SSS cowo SSCS Storm le Conversion child Choice Used by conversion do not delete mapping CR Type Created By Creator Login Creator Team Choice Independent Parent Default Independent choices are Child dependent on Related to values oe So Date Created Default Date Time Date Closed
13. Choice Yes No Defaults to No For tracking Companies who have agreed to serve as references for your organization For the website associated with the Company Short Text Se COMPANY SAVED SEARCHES The default searches provided for this table are detailed below Saved Search Name My Company Reference Accounts Customers Manufacturers Search Description Returns records where the Company Name and Company City match those of the logged in user Shows all records for companies who have agreed to Company Roles includes Customer Company Roles includes Manufacturer 102 Partners Company Roles includes Partner Prospects Company Roles includes Prospect Vendors Company Roles includes Vendor FORMATTING FOR ACTION BUTTONS Find local Hotels Purpose Automatically searches Google Maps for hotels near the company On Click Opens URL http maps google com maps f q amp q hotels loc urlEncode Sstreet_address_1 urlEncode Scity Sus_ state Map it Purpose Automatically searches Google Maps for the location of the company On Click Opens URL http maps google com maps f q amp q urlEncode Sstreet_address 1 urlEncode Scity Sus state Refresh User Purpose Saves record and reopens for edit to set most recent user to person editing record On Click Save and Open record for edit CONFIGURATION ITEMS TABLE FIELDS Requi
14. ITIL KB Documentation Published April 21 2014 Table of Contents PROJECT STATEMENT INTRODUCTION GROUPS AND TEAMS TERMINOLOGY GROUPS TEAMS Teams Table is Special Managing Team Membership Default Teams DEFAULT CONFIGURATION OF TABLES AND PROCESSES REQUEST TABLES OVERVIEW SERVICE CATALOG SERVICES TABLE Fields for Services Table Service Catalog Management Ownership Workflow Saved Searches SERVICE REQUESTS TABLE Overview Use case End User Record Submission Automatic Assignment of New Requests Technician Record Submission Automatic Emails Sent upon Submission Special Handling for the New Employee Setup Service Processing of Records Reporting Time Spent Customer Updates Workflow Fields Ownership Reporting and Statistics TASKS TABLE Overview Use Case When a Task is Created Processing a Task Automation and Workflow Fields TASK TEMPLATES TABLE Overview Use Case INCIDENTS TABLE O O O1 O1NM NN amp Overview Use Case End User Record Submission Technician Record Submission Automatic Emails Sent upon Submission Processing of Records Relating Incidents to Problems Reporting Time Spent Customer Updates Workflow Fields Ownership Reporting and Statistics PROBLEMS TABLE Overview Use case Problem Creation Processing of Records Diagnosis Solution Ownership Workflow Problem Fields CHANGE REQUESTS RFC TABLE Overview Managing Approvals Parent Child Change Request Structure Use Cas
15. Times Sent for Approval Integer Integer this is incremented each time someone hits the Submit for Approval button and keeps track of how many times a contract is sent back to the beginning Total Number of Steps Starting Link to selected fields A second set from workflow that is from other visible only if approval type is sequential 116 table Workflows so it can be hidden for the parallel Allow multiple workflows Default same workflow title values No as the main set of fields Allow entries not in source table No RULES AND ACTIONS The Contracts Table has the following rules set up Rules which are run based on a schedule rather than those which are event triggered are identified by TB for Time based Create All New Contract Actions Purpose This rule handles all update and linking actions upon creating a new record Runs Upon creation by Web or API Search Filter None Priority 1 Actions l All New Contract Actions if Contract Start Date NULL and Contract End Date NULL and Contract End Date lt Scontract_start_date contract end date can t be less than start date if Status Signed and Contract End Date gt 1 day in the future and Contract Start Date gt 1 minute old Set Status to Active if Renewal Contract IDI NULL and Renewal Contract No Blank out Previous Contract ID if Renewal Contract Yes and Previous Parent Contract ID NULL Blank out
16. Edit ID ClName Cl Type Cl Class Status i 51 Lenovo ThinkServer Server Directory Server In Stock Ei 50 Samsung Android Galaxy 3s Mobile Phone Communication Device Cell Phone In Stock i 46 Macbook Air 2013 Computer Laptop Computer In Stock x Ay Microsoft Office Suite 2010 Software Application Desktop Application In Stock Save Cancel For any number of linked configuration items use For One or More Cl s For contracts with no linked configuration items use No Cl s Once the appropriate fields are filled in the contract may be saved in a Status of Draft to await revision If the creator knows which approval workflow applies to a particular contract he or she may also hit the Submit for Approval button directly to save the contract and move it into a Status of Pending Approval For more information on the approval process refer to Handling Approvals below 59 Handling Approvals The order and nature of approvals are determined according to the Workflow Title selected Workflow Title choices are determined from the combination of selections in the Contract Party Type and Contract Type fields For information on setting up the individual Workflows refer to the section titled Workflows Table Contract Save Cancel Contract Details Notes and Approvals Related Contracts Renewal Insurance Assets Record Type Amendment Parent Contract ID 1 43 9 Assigned Team Contract Mana
17. Failure Follow Up 151 Additional Contacts in Opportunities Contacts in Deal subtable Linked data from Contacts table Value of Sale Currency Attached File s For attaching related files Buying Stage Company Billing Address 1 Billing Address 2 Billing City Billing Country Billing US State Billing Zip or Postal Code of Employees Telephone Fax Website URL State or Province Street Address 1 Street Address 2 Zip or Postal Code City USA State Country Currency Region Industry Campaign Name Campaign ID Earliest Close Date Key Requirements Choice Recognition of needs Evaluation of options Resolution of concerns Link to fields from Company table of Employees Billing Address 1 Billing Address 2 Billing City Billing Country Billing US State Billing Zip or Postal Code City Company Name Country Currency Fax Industry Parent Company Region State or Province Street Address 1 Street Address 2 Telephone US State Website URL Zip or Postal Code Link to selected fields from other table Campaign Multi Choice Fast deployment Full reporting Ease of use Breadth of functionality Customizability Latest Close Date Date For estimating upcoming sales volumes 152 Lists all records from the Contacts table associated with this Opportunity s linked Company The numerical value of the sale Defaults to Recognition of Needs Stage in decision process
18. Give Service Team Priority over Cl Team is set to Yes In this case or If no Cl is defined then it is assigned to the Responsible team for the Service If there is no Responsible Team for the Service then it is assigned to the 1 Level Support Team Naturally this logic may easily be changed to suit your organization You can simply set a default value such as the 1 Level Support Team or you may choose some other logic to use based on different fields The current logic is implemented in the SR rule named All New Service Request Actions and may be modified there Technician Record Submission If a technician creates the SR he may choose an assigned team and assigned person from the drop down fields and his changes will not be overwritten the rule only assigns if the Assigned Team field is empty when the record is saved New SRs are created in a Status of Open by default During creation a technician may change the Status to In Progress if he wishes to indicate he is already starting work on it or Closed if he was able to resolve the issue over the phone and wants to capture the request for reporting purposes Automatic Emails Sent upon Submission If a Support Staff technician creates a record in a status of Closed an email is sent to the customer telling her how to reopen the Service Request This email is sent by a workflow action and is displayed as a checkbox that can be turned off by technician users This option
19. Industry Choice List of Industries For tracking and grouping companies by associated see Lead table industry Intl State or Province_ Short Text Se Main Contact Compound Combines Main Contact First Name and Main Contact Last Name Main Contact Phone Link to selected fields from Links to People Table Main Contact Email other table Allows selection of a main point of contact at a company from among Contact records designated as employees of that Company Main Contact First Name Main Contact Last Name Map It Action Button Opens URL http maps google com maps f q amp q urlEncode Sstreet_address 1 urlEncode Scity Sus_ state For general notes about the Company Opportunities Linked data from Displays all opportunities linked to the particular Opportunities table Company record Original Start Date Auto populates with the record s creation date Allows a link to another Company record for tracking parent child company relationships Parent Company Link to single field from Company table Company Name Primary Role Choice Choose From Customer Prospect Partner Manufacturer Vendor Other Default Customer table Company Shows quotes related to this company record table Auto populates with the date that Use as Reference is set to Yes Saves record and reopens for edit to set most recent user to person editing record Region Choice Western US Assists sales team in tracking company s t
20. Item Type Server or Computer Restrict values Filter by Saved search Configuration Item Class Operation System Operational Status Choice Working Non Operational Default Working In Maintenance OS used in Related table Configuration Item Link Configuration Item Name gt Operating System Ownership Choice Company Configuration Item Assigned to an Individual Client Company Configuration Item 105 Only show if Configuration Item Class Operating System Default Company Configuration Item Pop up text This field defines whether the Configuration Item is a general company Configuration Item an internal Configuration Item assigned to an individual or an Configuration Item associated with an outside client company PONumber PO Number Short Text 20 30 Problems Related table Problems Displays all Problems related to this Cl Lookup view left justify Serial number Short Text 35 255 Note the Software s serial number Service Requests Related table Service Requests Displays all Service Requests related to this Cl Summary view left justify Spawned CR Type choice CR Type values This field has a default value of Child and is used when converting a Cl record to a Child CR It should not be deleted See workflow diagram above Team Leader Link to selected fields in Team Default Support Team Responsible Team Team Leader Team Name Restrict values Filter by Saved search Team
21. Purpose This handles status changes and notifications to authors and publishers of documents Runs When created or edited by web email or API Search filter None Priority 1 Actions l All Creation Actions if Status Pending Review Email Document Mgmt Document Pend Review Edit All Edit Actions without API Purpose This handles the process to begin the conversion action of Employee to Approvals Runs When edited by web or email Search filter None Priority 1 Actions l All Edit Actions if Status changed from Pending Approval to Draff last user s modification Email Submitter Document Requires Update t else if Status changed from any value to Published last users modification Email Submitter Document Published t else if Status changed from any value to Pending Review last users modification Email Document Mgmt Document Pend Review t else if Status changed from any value to Ready for Publication last user s modification Email Submitter Document Ready for Publication if Reviewer s changed from any value to any value last user s modification and Reviewer sjl lt NULL and Status Pending Approval Update Last Document ID in Employee if Status changed from Pending Review to Pending Approval last users modification and Total Number of Requires Reapproval 1 Update Linked Approval Records to Pend Approval Edit Approval Updates API enable
22. Request and Contract records Configuration Item Name and Configuration Item Type are required fields Ownership Configuration Item ownership is defined as the user whose Login matches the User Login field in the Configuration Item record Processing of Records Configuration Items follow a lifecycle workflow from ordering through retirement There are no business rules associated with the Configuration Item table Configuration Items are created in the state of Installed by default see Workflow diagram below Configuration Items that are requested but not immediately available might be created in a state of On Order moved to In Stock when the Configuration Item is received Pending Install while Operations is tasked with installing the Configuration Item and finally Installed Installed Configuration Items can change to In Maintenance for repairs and Retired or Stolen when the Configuration Item is no longer in use WORKFLOW 40 V F V FIELDS The Configuration Item fields are described in the Configuration Item Fields Table in the Appendix PURCHASE REQUESTS TABLE OVERVIEW Purchase Requests are used to enable an end user to request new equipment software or furniture A single purchase request can include multiple requested items which are selected from a list of available items EXAMPLE USE CASE An employee end user Ismith needs a new laptop She logs in and creates a new Purchase Request from the End User
23. Start Online Trial Program Read Whitepapers Newsletter Subscription Join Beta Program View Online Tutorial View Online Demo Sign up for Webcase Choice Auto populates when lead record is created by guest actions Website URL URL Zip or Postal Code Short Text For lead s company website 149 RULES AND ACTIONS Lead Conversion Purpose Runs conversion of Lead to Company Opportunity and Contact records when Status of Lead record is set to Converted Runs Edit by Email Web or API Search Filter Just Converted Priority 2 Actions C Convert to Company Opportunity Contact Conversions People Opportunity Company Options Silently with no confirmation Campaign actions Purpose Automatically sets campaign name from name of lead Runs Create by Email Web API Search Filter R No campaign but user entry Priority 1 Actions U Update Campaign from How did you hear Field Changed Campaign Name Value Changed to Slead_source FORMATTING FOR ACTION BUTTONS Find Local Hotels Purpose Searches Google Maps for hotels near the lead On Click Opens URL http maps google com maps f q amp q hotels loc urlEncode Sstreet_address 1 urlEncode Scity Sus_ state Map lt Purpose Searches Google Maps to find the location of the lead On Click Open URL http maps google com maps f q amp q urlEncode Sstreet_address_ 1 urlEncode Scity Sus state 15
24. Storage Switch Tape Library UPS Video Conferencing Video Card Virtual Machine Virtual Private Network Voice Gateway VPM Appliance WAN Interface Web Application Web Server Application Web Service Web Site Wi Fi_ _33 Windows Service Windows Workstation Service Short Text Required must be unique summary field for table maximum 90 The name of the service it will be shown on a drop down list in the Request Description of Text max 5000 This description will be shown in the Request when the Service service is selected Special Instructions Text max 5000 Format HTML Text This field may be used to provide special instructions to the end user telling her what special information is needed for a request for this service It may be formatted with color or other HTML formatting to make it stand out for the user It will be displayed in the new request form as soon as the user chooses the service 178 Field Label Primary Service Category Service Categories Responsible Team Give Responsible Team priority over Cl Team Choice Multi Choice Link to Teams Choice Yes No Used to set visibility in submission of Service Request Before choosing a service a user will generally pick a Service Category from a drop down list and the list of services is then filtered to those that contain the Service Category that was selected in this field Because some services might cross categories we made th
25. next to the field label Company Name Short Text Required field Company must have a name of Employees Integer For tracking company size Currency For tracking company annual revenue Client Company marketing materials etc Short Text ee Short Text a Short Text a Choice a Billing same as Multi Choice ee Billing US State Choice o S O Billing US State Long _ Choice O Billing Zip or Postal Short Text Code City Short Text o O Company Name Required Field Company Roles Multi Choice Choose From Customer Prospect Partner Manufacturer Vendor Other Default Customer Contacts Linked data from another Contract Info Append Only Text For providing notes and updates to the company OSO a ne Contract Status Choice Valid Expired No Defaults to No Contract Incidents Remaining No For tracking contract validity or renewal status Contract Contracts Linked data from another Displays all records from the Contract table linked elu to the individual ee Defaults to men Customer ID Short Text Used for tracking a customer number outside of Agiloft Expiration Date For contract expiration date Telephone Fax For company s fax line Find local hotels Action Button Opens URL http maps google com maps f q amp q hotels loc urlEncode street_address_1 urlEncode Scity us_state Incidents Remaining Tracks the number of support incidents remaining 100 E le renewal is needed
26. 1 Actions l Handle completion or adding tasks 170 if Number of Open Tasks 0 and Status Work In Progress set Status To Tasks Completed Email PM Project OCs All Tasks Completed t else if Number of Open Tasks changed from 0 to 0 during record s last modification and Status Tasks Completed Set Status to Work in Progress Create All Project creation actions trigger tasks Purpose Notify Project Manager and CCs of new project and begin default tasks Runs Creation by Email Web or API Search Filter None Priority 1 Actions l All project create actions if Creator Login pm_login Email PM of new project assignment if Project COs l NULL Email project ccs of new project if Status Work In Progress Trigger Default Tasks SAVED SEARCHES The default searches provided for this table are detailed below Saved Search Name Search Description Active Projects that have Finds all Projects in Pending status where the total hours are exceeded Authorized Hours greater than the number of hours authorized Company name match Finds all records where the project s company matches that of the logged in user All My Projects Finds all projects for which the user s login matches that of the Project Manager PROJECT TYPES TABLE FIELDS 171 Has Task Templates Choice Default is No once a task template is created this field is changed to Yes by a rule Number
27. Changed l Convert to Child CR Conversion Change Request Options Silently with no confirmation Edit Actions triggered by web or API Purpose Adds assets to Contracts when Latest Contract ID added to Runs Edit by Web or API Search Filter None Priority 11 Actions l Edit actions by api or web if Latest Contract ID changed from any value to any value during record s last modification Update linked Contract to add this asset SAVED SEARCHES Default searches provided are detailed below The My Assigned search is used by the Inbox Saved Search Name Search Description Computers by Name Cl Type Computer F In Stock Cls Status In Stock F OS Applications Cl Class Operating System 109 My Team Cls My Configuration Items User Login system Installed C s Cl s Status Status Installed Caan ka Team is in _ name suggests My Teams Software Applications by Cl Type Software Application Class CONTRACTS TABLE FIELDS Fieldlabel label Data DataType Admin notes notes na on Table Kaanaa Visibility Record Type Contracts Amendments Approval Action Choice Choices Approved Route Forward Rejected Route Back One Step Rejected Send Back for Resubmission Visible only if Show Approval Steps has a Yes value Approval Notes Append Only Text Approver Notes Display size 90x5 Approvals Needed Related Table Related table filtered to those whose
28. Converted m Value Changed to Slast_document_id_text FORMATTING FOR ACTION BUTTONS Export to Outlook Purpose Downloads the user s information to vcf format which will Allow it to be saved and opened in MS Outlook On Click Open URL gui2 vCard jsessionid id urlEncode Sid 160 PROBLEMS TABLE FIELDS Required fields are denoted by an next to the field label Add Time Action Button Converts Time Spent and Time Description to a Time Entry record linked to this Add to Marks record as knowledge FAQ Knowledgebase Radio buttons 2 per row Default no Additional Notes Append only y O All Time Entries Link to data from Related Table Filtered for Time Entries relating to this Records Assigned Solution Link to Team Default Same as Diagnosis team Team This is the team which tries to find a solution that will solve the root cause of the known error This team is typically built using staff from the Diagnosis Team Assigned Team Link to Team This is the team which searches for the Team Leader root cause of a problem and is the Problem Agent for the record Default 1st Level Support Team Attached Files Fle Change Summary Link to Change Request table View Lookup Change ID Summary Change Request ID Change Request ID Change Category Category Configuration Item Link to Configuration Item table Link to Cl Cl User Name Cl Name Cl Class Cl Tag Cl Type Cl Serial Number Cl Status
29. Default Date when status changed to Closed Date Updated Default Date Time Deletable Default Choice Yes No Default No Description of Service Give Responsible Team Priority over Cl Team Service Responsible Team Service Title Service Categories SLA Hours Critical Priority SLA Hours Standard Priorities Special Instructions Estimated Time to Elapsed Time Complete in Hours Link to Services Description of Required Fields Pulls in values for SLA and Service responsible team from Service Give Responsible Team Priority over Cl Team Service Responsible Team Service Title Service Categories SLA Hours Critical Priority SLA Hours Standard Priorities Special Instructions 92 a a Po Problems EE table Problems Shows all problems linked to this CR Linked Project Link to Projects table Used to link a CR to a particular project visible only if Related to Project Number of Approvals Link to Service Number of This is a loose linked field and populates Needed Approvals needed with the default value for the service but users with privileges may be permitted to change it based on circumstance It defines how many of the approval fields are shown on the layout Number of Assignees Floating point Auto populated by rule Number of Reopens Floating point Auto populated by rule Number of Teams Floating Point Auto populated by rule Assigned Parent CR Approved Link to CR Parent CR Required Fields Vi
30. Email Template Contract has been submitted for review U Set Status to Pending Contract Manager Updated Field Status Updated Value Pending Contract Manager DOCUMENTS TABLE FIELDS All fields to be added to the table are indicated below as well as any changes to the default fields Required fields are denoted by an next to the field label Field Label Data Type max length Comments Default Value display length Approval Notes Append Only Text Approval comments from linked approval records will be pushed to this field Approvals Related Table Table of all of the approvals generated for this document based on Potential Reviewers 126 Assigned Person Link to selected fields from Display as List of Values filtered to other table People members of the Assigned Team Allow multiple values No Allow entries not in source table No Assigned Team Link to selected fields from other table Team Allow multiple values No Allow entries not in source table No Audience Multi Choice Multi choice Customers Partners Prospects Employees Vendors Executives Media Analysts Display as checkboxes changes the Status field to Cancelled Date Published Date Time Date the status changed to Published Date and Time box with Calendar and time pop up Date Retired Date Description Text For records with files attached this could be a simple abstract For FAQs this could be a more detailed description solution Maximum size
31. Fields Rules and Actions Create Edit by Web or API Update Has Task Templates PURCHASE ORDERS TABLE Fields Formatting for Action Buttons Calculate Value PURCHASE REQUESTS TABLE Fields Rules and Actions Rule Purchase Request New Request Actions Rule Purchase Request Edit Validation Actions Rule Purchase Request All Staff Edits Rule Purchase Request All End User Edits SERVICES TABLE viil 150 150 1541 151 151 154 155 155 160 160 160 160 161 161 164 164 164 164 164 165 165 165 165 166 166 166 167 167 167 169 169 170 170 171 1 1 171 171 172 172 172 172 173 173 173 173 175 175 176 176 176 176 Fields Saved Searches SERVICE REQUESTS TABLE Fields Saved Searches Rules and Actions Rule All new Service Request actions Rule All edit validations and other actions Rule All Customer Update Actions Rule Tasks Just Completed Rule Status Change Actions Rule Assigned team or person changed Formatting for Action Buttons Add Time Clone Convert to Change Request Convert to Incident Escalate STEPS TABLE Fields Rules and Actions Edit All Edit by Web Create All Create Actions Set as Next Step in Previous Step Validate Number__ Create Edit All Validation Actions by Web SUPPORT CASES TABLE Fields Rules and Actions Assignee Change by someone else SC All new case actions SC All Customer Update Actions Formatting for Action Buttons Convert to Change Re
32. Portfolio Service Manager table and the Tasks Templates table Change staff This group is responsible for management of Change Request records Manager and has full privileges on the Change Request table Members can create edit and delete records in this table and will typically be Change Managers or Change Owners ServiceDesk Change Staff Approver This group includes members of the Change Advisory Board CAB and Emergency CAB as well as the Change Management Team acting as Change approvers This group has edit access to all approval fields while no other groups can approve changes staff Configuration Manager This group has full access to the CI records and is responsible for creating editing and deleting those records People responsible for working on and configuring Cls managing Cl resources and so on would typically be in this group Procurement Staff This group is responsible for managing the Purchase Request and Item Group tables Internal End user Internal Customer in employee table can request Service Requests customer Purchase Requests and report Incidents as well as see their own Configuration Items and edit some of their profile information and view other employee contact information They may also access Knowledge FAQs Contract Staff This group has full access to the Contract table Approvals table Steps Manager and Workflow tables and Companies table They also have some access to En
33. Received subsection The next approver in the approval sequence is notified that a contract is pending his or her approval If a user who is not on the current approval team attempts to approve a contract the system will throw an error and prevent the user from taking the approval action When all the required approvals are received by the system the contract Status is automatically changed to Approved Handling Related Contracts Renewals Related Contracts and Renewals are handled in the Related Contracts Renewal tab of a contract record 62 To create a related contract select the New Record Type of the new contract Different choices show up in the drop down depending on the Record Type of the original contract These fields are visible only when the contract is no longer in a Status of Draft or Pending Approval Hitting the Create Related Contract button maps relevant information from the current contract into the new one If the new contract is a renewal hit the Create Renewal Contract button instead A new contract generated in this way may be edited before saving Has Related Subcontracts Yes _ No Generate a Related Contract Record New Record Type Amendment Create Related Contract os Choose one Generate a Renewal Contra Contract 3 Subcontract A If applicable the system automatically links Renewal contracts to any preceding contracts creating a chain for auditability This information and re
34. Related Table Configuration Item Display Configuration Items using Summary view Incidents Related table Incident Displays all Incidents related to this Cl Embedded View short Text 20 40 oo Latest CR Backout link to selected fields in Change This set is populated by a rule Plan Latest CR Request table when a Child CR is edited and Business Justification the Cl s for Child CR s field is 104 Latest Change Category Latest CR Description Latest Change Summary Latest CR ID CR Risk if Not Done Latest CR Service Category Latest CR Service Title CR Urgency of Change Manufacturer Link to selected fields in Company Company Name Memory Gb Choice 1 2 4 16 32 64 128 o Number of Licenses Integer Link to selected fields in Configuration Item Configuration Item Name Operating System changed Itis used to generate Child CRs linked to the Parent CR and to populate the Parent CR fields using conversion Restrict values Filter by Saved search Company Roles contains Manufacturer Only show if Configuration Item Type Server Printer Computer or Communication Device Only show if Configuration Item Type Storage Device Server Printer Network HW Infrastructure Item Computer Peripheral Computer Communication Device Defaults to 1 Useful for tracking per seat licensed software Only show if Configuration Item Type Software Application Only show if Configuration
35. Support Team Sales Team 2nd Level Support Team Admin Team Professional Services Team Change Management Team Change Approver Team Confiquration Management Team Network Operations Team Server Team Custom Applications Team System Administration Team Backup and Storage Team Database Team Security Team Purchasing Team Desktop Applications Team Contract Management Team Vendor Management Team HR Team Facilities Team Document Services Team Office Mgmt Team Knowledge Team Vendor Team Legal Team Risk Team Compliance Team Finance Team Contract Owner Team you are not on approval team t else if Status Pending Approval cannot approve while in draft status Note Rule checking against SGLOBAL my_teams C Create Approval Record Conversion Approval Options Silently with no confirmation don t report errors l Handle Review Complete Actions 123 if Approval Action NULL Must select an approval action 1 else if Approval Action Approved Route Forward if Step Number total_number_of_steps Set Status to Approved t else Set Next Step ID and clear approval action Email Current Approval Team ready for approval 1 else if Approval Action Rejected Route Back One Step if Previous Step ID NULL set Status back to Draft and clear approval action Email Assigned Team and Contract Owner of rejection t else Set back to previous step and clear approval Email Current Assigned Team of Route Bac
36. by service category and by person who closed as well as averages for number of people assigned number of teams assigned number of reopens and so on With the field structures already there it is easy to add reports to slice and dice the information the way you need it TASKS TABLE OVERVIEW The Tasks table holds individual tasks While it may be used for tasks of many different kinds it is currently set up to allow tasks to be related to Service Requests Projects or to be independent of other tables It is possible to modify the setup to relate tasks to records in any table and to show embedded tasks in any other table An embedded Tasks table labeled Tasks is shown in service requests only for New Employee Setup It may be opened up to visibility for any other service types that may require several assigned tasks to be done in parallel by modifying the field in the Service Request table and its visibility criteria If you would like Tasks to be shown in other tables or related to records in other tables the Related to field in the Task table is the key field for this purpose The default value is currently set to Service Request If you need to use tasks within any other table you can modify this field and add that table to the choice list Then create a linked set of fields from that other table and make these fields visibility dependent on the value in the Related to field just as we have done for the linked Service Request field
37. by Customer and an email notifies the assigned person that the customer has replied The customer is able to update the Additional Notes field directly and any text from an email reply to a system email maps to that same field If the customer updates the case at any point an email notifies the assigned person of the update If the technician needs to reassign the case to someone else he or she simply changes the Assigned Person field to that person s name and the system will email the new assignee notifying them of the reassignment The Staff Only Notes field holds working notes that should not be visible to the customer When the technician has completed work on the case he she sets the Status field to Closed and puts the solution notes into the Solution field This triggers an email to the customer that includes the content of the Solution field and tells the customer that the work is done This closing email gives the customer a hotlink back to the record if they wish to reopen it and instructs them to explain why they are not satisfied with the solution Clicking the hotlink will automatically change the I Would Like To 79 Reopen My Ticket field to Yes which in turn sets the Status of the ticket to Reopened and notifies the assigned person By default no escalation rules are set up for the Support Case table eopened Support Case table default Workflow OWNERSHIP Records in this table are owned by the indiv
38. field display for the attachment field The reviewer can click the link to launch the document allowing the reviewer to mark up the document which can then be uploaded to the approval record reviewers will not be able to upload the document to the source record All updates to the document will be done by the submitter the document manager or an admin The approval record is created with a default Approval Status of Pending Approval The reviewer will either approve or reject the document and provide approval notes If the approval record is rejected the reviewer must provide approval notes explaining why the document is rejected When all of the approval records have been approved or rejected based on a calculation of the related Approvals in the Document record the review process is essentially completed If any rejections were received as part of the review process the document record will be returned to the submitter with a status of Draft and the approval records will be updated to a status of Requires Reapproval The submitter can review the comments made by the reviewers and see any the red lined documents that have been attached to the approval records Once the changes have been made the submitter can begin the review process again by once again clicking the Submit for Review button Once the Document Manager has reviewed the changes he can begin the approval process again by changing the status to Pending Approval or clicking
39. for notification when linked CR closes Not shown to users Default No Date Assigned Date Time Date the Assigned Team last changed Date Closed Date Time Visible if Status Closed or Reopened Default the date the status was changed to Closed Date Needed Date Time Allows the requester to specify a date time for the completion of the service request Date Updated Date Time Default Date the SR is last updated Description Text 20000 Used to describe the request in more detail Downloadable Files File Generally used to provide files to the submitter in response to the request as opposed to the Attached File field which 183 is generally used for incoming files from the submitter Employee Name Short Text 70 Visible only if Additional Fields to Show pulled in from the selected Service contains Employee Name Employee Title Short Text 70 Visible if Additional Fields to Show from linked Service record contains Employee Title and Login Escalate Action Button Sets Assigned Team to 2 Level Support Team and Priority to Critical would like to reopen my Choice Yes No Visible if status Closed or Reopened Service Request default is No Incident ID Incident Status Link to Incidents Automatically linked to Incident created Incident Summary by the Convert to Incident action button or available to look up and select an Incident to link to Knowledgebase Topics Multi Choice Hardware Visible if Add to Knowledgebase i
40. from HD ID CR link to Change Request Default The values from the record s in Conv ID CR ID CR Status which the Spawning HD Case ID matches Change Summary the value in the ID field in the current Service Request 182 CI Class Cl Name Cl link to Configuration Item Visible only if the linked service field Responsible Team Cl Tag Cl additional fields to show contains the Type Cl Serial Number value Cl asset fields so only for services that have Cl s associated with them Clone Action Button Makes a copy of the Service Request currently unused Closed By Link to Contact Full Name Dynamic Default person who changed status to Closed Configuration Items for this Embedded Search Result Visible only for certain Service Categories User those likely to deal with configuration items shows all assets for which the submitter is defined as the owner Convert to Change Request Action button Text button Save Changes and Copy to Change Request Execute Action Convert to Change Request if first one if there is not already a value in the linked CR ID field the same Service Request cannot be linked to more than one Change request Convert to Incident Action button Text hyperlink Save Changes and Copy to Incident Execute Action if Incident ID NULL Can only convert to Incident once else Convert to Incident Run Interactively showing user results CR Closed Choice Yes No Flag
41. incident is determined to be based on an underlying Problem first response support technicians create a Problem record from the Incident automatically creating a link between the 29 Incident record and the Problem The new problem record imports relevant information from the Incident such as the linked Configuration Item Problems are also creatable independent of existing Incidents such as in cases where a problem is discovered internally but no Incidents have been reported Resolution of problems may require Changes to the system Staff addressing the problem may determine that a shared Cl needs to be replaced or modified and may therefore file a Change Request When the problem is resolved a technician updates the record with relevant information and closes the record in turn prompting automation to begin closing procedures for related Incidents If the problem cannot be resolved it may be classified as a Known Error and a permanent work around supplied This will also update the related Incidents Processing of Records Once created Problem records can be linked to Incidents from either the Problem record or from an Incident record Priority a measure of the Problem s urgency and relative importance is set by default to the Priority of the spawning Incident but can be changed at the time of creation Problem Priority a measure of impact and risk particularly with regards to IT service operations may be determined separately as
42. is set in the workflow options and can be modified If the status is not Closed when saved the rule named All New Service Request Actions will send the customer an acknowledgement email and will also send an email to either the Assigned Person if there is one or to the Assigned Team Special Handling for the New Employee Setup Service 14 One of the services that may be requested is for New Employee Setup Typically onboarding a new employee may require the completion of several standard tasks such as providing office supplies setting up a computer phone desk etc These tasks may be done by completely separate teams in parallel We have predefined a method of generating these tasks when creating a request for this service It has the benefit of flexibility there is a multi select field called New Tasks that appears when this service is selected The submitter may check just the tasks that need to be done for this new employee When she saves the request individual task records will be auto created and shown in an embedded table called Tasks within the SR The items shown in the New Tasks fields are actually linked records held in the Tasks Templates subtable So if the tasks your company typically needs to do for a new employee are different from the ones we have predefined you can edit the existing task templates or create new ones To work with records in that table expand the Tasks table in the left pane and click on
43. lead quality status and progress Tasks Linked data from the Tasks table For tracking Activities associated with closing a deal or maintaining a contract such as demonstrations onsite visits and follow up calls Status In Opportunity Choice Open Closed Closed Opportunity defaults to Won Open In Deal Choice Setup Needed Setup Deal defaults to Setup Complete Up for Renewal Renewed plus Needed APOE For tracking stage of each record 153 Fields found in the Deal Sub table ONLY Contract Status Choice Valid Expired No Incidents Remaining Defaults to No Contract No Contract For tracking contract type Expiration Date Date For annual contracts tracks contract expiration date Incidents Remaining Integer For tracking remaining incidents before a renewal Original Start Date Date Defaults to the record s creation date Renewal Number Integer The number contract renewals for tracking contract longevity Required Response Elapsed Time For tracking SLA response Time time requirements such as response within 24 hours Start Date Date Defaults to the record s creation date Support Hours Choice 24 7 Standard Business Hours Special Tracks the type of support Hours chosen by a Deal contract Total Incidents Integer For tallying incidents for reporting on incident based service Deals contracts Type of Support Choice None Number of Incidents Annual Defaults to None ote Tracks the type of suppor
44. memos published company policies user manuals newsletters press releases and so on The table may be used to manage documents that are accessed only through Agiloft though the records in this table or documents that are published at the company website intranet or printed and distributed Access to the documents is controlled through permissions based on a choice field within the record USE CASE End User Record Submission An end user belonging to the Document Creator team can create a document through the EUI Action buttons will be provided to the end user to move the document through the workflow When a user submits a document for review the contact information fields are automatically populated based on the details in his her record including the user s department A direct link to the Department and the Department Manager will be auto populated based on the submitter s department The record will be created in a default status of Draft After supplying the required information and uploading a document the user will click the Submit for Review button to begin the review process The status of the record will be updated to Pending Review If the user is not prepared to submit the record immediately then can save the record and make further updates Technician Record Submission Staff users in the Document Management Admin and Document Creator groups can submit documents Only Admins and Document Managers can update the sta
45. number of feedbacks on FAQs Solution Text 10000 90 x 6 For providing a solution before closing a ticket Staff only Notes Append only text field For communicating internally this field is not visible to end users 194 Standard Solution Choice Yes No Status Choice Open Assigned Closed Sent to These choices represent states Customer Updated by Customer Reopened in the workflow field Steps to Reproduce Text 100000 72 x 2 re default field short text 90 Type of Issue Choice Bug Enhancement Request Documentation Installation Issue Question Unknown Weighted Average Integer Defaults to O FAQ RANNE Used if you use a rating scale for FAQ feedback RULES AND ACTIONS Assignee Change by someone else Purpose Informs assignee when assignee is changed Runs Edit by Email Web or API Search Filter Assignee change Priority 1 Actions E Email assignee Template Case Sid assigned to you Ssummary SC All new case actions Purpose Inform assignee or assigned team of new case Runs Create by Email Web or API Search Filter None Priority 2 Actions l Email Assigned team or person of new case if Assigned Person NWULL email assignee new case else if Assigned Team NULL Email Assigned team new case 195 SC All Customer Update Actions Purpose Handles status changes and email notices from interactions with customer Runs Edit by Email or We
46. own and view any FAQs made available to them These users cannot edit records defined as belonging to other people and they use the unlimited end user license We use the expressions End User or Customer interchangeably in this document to refer to company employees whose main role in the system is to make requests on their own behalf or for someone else typically their supervisor or supervisee We use the term staff to indicate the people who are working on other people s issues they may be solvers technical support staff IT staff approvers developers sales reps managers or any other types of users who access the system through the staff interface Technician may also be used to refer to members of the IT organization or other teams that will be responsible for handling creating or responding to requests submitted by customers or other technicians Both end users and staff users may be employees of your company Staff users require their own named license or may share a concurrent staff license GROUPS This table lists the default groups that have been set up and describes their general permissions To see more information about a group s permissions you can print out or save to a file the full details of that group s permission by going to Setup Access Manage Groups selecting the group and mousing over the printer icon to choose the printout you want Type General description of their access permis
47. part of Problem Classification procedures Together Priority and Problem Priority help IT managers make factual decisions for scheduling and planning and help determine the category of related Change Requests By default new Problems have a Problem Priority of Standard 0 indicating no special review or authorization is needed Diagnosis The Problem follows its own workflow separate from the Incident Ops team members open the problem record in the default state of Pending Diagnosis to indicate that a diagnosis has yet to be determined or Diagnosed if no further steps are required A record may sit in a state of Pending Diagnosis for some time before staff actually begin to perform the diagnosis so Start Clock and Stop Clock buttons let users indicate how much time was spent diagnosing a particular problem As part of the diagnosis technicians select the service involved based on existing Incident reports or based on the most likely service to be affected by the Problem If a particular Configuration Item is identified as the source of the problem s root cause staff can quickly link the Problem to the Cl record Once a diagnosis is supplied staff will move the record into a state of Diagnosed and fill out the Root Cause description They may suggest a temporary fix or workaround for the problem and related incidents e g use Printer B3 for now instead if a permanent solution is not readily available While determining a workaroun
48. support team Human Resources Team Acts on new employee Service Request Tasks Vendor Vendor Management Team Management Team Contract Contract Management Team Management Team Desktop Cl Desktop and Support Team Applications Team Purchasing Team Purchasing Team Security Team Cl Security and Support and Change Team Database Team Cl Database Team Backup and Storage Cl Backup and Storage Team Team System Cl Sys Admin Team Administration 6 Team Custom Applications Cl Software Team Team Server Team Cl Server Team Network Operations Cl Network Team Team Configuration Cl Team Management Team Change Approver Change Approver Team Team Change Change Team Management Team Professional will be assigned to projects Services Team Admin Team Used for system notifications about rule email and other errors 2nd Level Support Second Level Support Team Team Sales Team Sales Team 1st Level Support First Level Support Team Team Marketing Team Marketing Team Customer Team External Customer Team Internal Customer Internal Customer Team Team DEFAULT CONFIGURATION OF TABLES AND PROCESSES REQUEST TABLES OVERVIEW Deciding how to segment the service catalog and what table structure to use for an ITIL implementation can be quite a challenge In defining the default table structure we had a few basic goals 1 To make it easy for end users the customers to know where to go to request what they need and
49. the Templates subtable To see the task templates designated for new employee setup mouse over the saved search link and click the search called F New Employee Setup This search finds records with a value of New Employee Setup in the Related Service field and Active in the Template Status field of the template record So to eliminate tasks you don t need you can simply delete them or edit the Task template record and change the Template Status field to Inactive To add a new template simply create records in this Task Template sub table and set the Related Service field to New Employee Setup The Task summary field is what appears in the SR multi select field The creation of the related tasks based on the user s selection is done by an action called I Trigger creation of tasks from template that is run as part of the All new Service Request Actions rule The rule actions running this are a bit complex and we recommend seeking our consulting assistance if you would like to modify or extend this functionality But if you simply want to turn it off you can edit the rule and remove this action from the rule When tasks are created two fields track the number of tasks and the number of completed tasks those with a status of Done When these two fields match meaning that the final task has been completed a rule notifies the assigned person or assigned team if no assigned person that the final task is done Rule Tasks Just
50. then the request is assigned to the responsible team for that Cl unless the Give Service Team Priority over Cl Team is set to Yes In this case or If no Cl is defined then it is assigned to the Responsible team for the Service If there is no Responsible Team for the Service then it is assigned to the Change Management Team Naturally this logic may be changed to suit your organization You can simply set a default value such as the Change Management Team or you may choose some other logic to use based on different fields The current logic is implemented in the CR rule named CR All Creation Actions and the action named Assign change request and may be modified there Automatic Emails Sent upon Submission If the status is not Closed when saved the rule named CR All Creation Actions will send the requestor an acknowledgement email and will also send an email to either the Assigned Person if there is one or to the Assigned Team Processing of Records Most services linked to Change Requests require one or more approvals as defined in the Service record If the technician chooses approver teams for the approvals on the Approvals tab and changes the status of the Change Request to Pending Approval a rule action will automatically send an email to the approver s or approval team members requesting their attention Rule CR Approvals Action Approval Notification Actions The email includes a hyperlink for the use
51. to Close Elapsed Time Visible if Status Closed or Reopened Default difference between Date Created and Date Closed Working Hours to Close Elapsed Time Visible if Status Closed or Reopened Elapsed time between Date Created and Date Closed excluding the time during which the Status was Pending Customer and the non working hours of the team in the Assigned Team field SAVED SEARCHES Saved Search Name Search Description Assigned to a Team Assigned Team NULL Changed from Closed Status changed from Closed to any value last user s modification Knowledge Yes Add to Knowledgebase Yes Mine Submitter Name Sglobal my_full_ name My Assigned Service Assigned Person Sglobal my_full_ name or Assigned Team is Requests one of my teams Not Closed Status Closed Published to KB Publish to Knowledgebase Yes Standard Solutions Standard Solution Yes Updated by Customer Updated By Sfull_ name and Submitter Team customer Waiting For Customer Status Pending Customer Response RULES AND ACTIONS Rule All new Service Request actions Runs when created by any method no saved search l Assign Service Request 186 if Give Service Team Priority over Cl Team Yes and Assigned Team NULL and Cl Responsible Team NWULL Set assigned team to ci responsible team y else if Assigned Team NULL and Serice Responsible Team NULL Set Assigned team to service resp
52. to follow up on their requests 2 To make the backend processing and workflows as simple and clear cut as possible for the technical users and approvers who must process the requests 3 To make the system easy for administrators to understand and maintain so that changes may be easily made to one kind of request and how it is processed without affecting everything else There is a certain tension between these goals but happily we believe they are all accomplished in our default setup We have chosen to segment customer requests into a few distinct request types and tables illustrated in the diagram End User Point of Entry Service Catalog Services Change Request Purchase Request Service Request The service catalog offers services to the end user that may be created in one of three tables Service Requests Purchase Requests or Change Requests Whether or not a particular group of users can request particular services can depend on their group permissions for instance our default internal end users cannot directly create a Change Request while other technical users can An end user may also submit an incident to report a problem or interruption to a business or technical service If merited that incident may lead to the creation of a Problem and a Change Request by technical staff The system may be configured so that end users simply create records directly in any of these tables and choose the appropriat
53. unique ID number 132 Owned By Link to single field from Contact Tracks owner info table Login Updated By Link to single field from Contact Automatically updated when the table Full Name record is edited INCIDENTS TABLE FIELDS Required fields are denoted by an next to the field label Default fields are marked in grey ek Izel Data Type Add Time Action button Triggers action to convert Time Spent and Time Description fields to a Time Entry record linked to the current Change Request record then blanks out Time ee and Time Description Add to Add to Knowledgebase Choice Calaanan aa Information Append a Text For communicating a customer and allowing the customer to provide updates All Time Entries Related Table Time Entries All Time Spent Calculation on Multiple Linked Records Time Entries Assign to CI Responsible Team Only show if Problem CI Identified Yes Assigned Person Assignee Link to selected fields filtered to members of assigned team Manager from other table People Allow multiple values No Allow entries not in source table No Assigned Team Manager Link to selected fields Assigned Team Team Pager from other table Teams Allow multiple values No Allow entries not in source table No Attached Files File with Versioning Change Request ID Linked Link to selected fields Problem ID Problem Status from other Problem Summary table Problems 133 Allow multiple values No Allo
54. user must also provide a Step Title and an Assigned Team If applicable The Next Step Information fields are populated automatically by the system Step Save Cancel Details All Steps History Workflow Information Workflow Title Customer or Partner 3 approval steps ID 61 Workflow Usage Available Used in Contracts 2 Previous Step Information Previous Step Number 41 Previous Assigned Team Contract Manager Team Previous Step Title Contract Manager Team Review Current Step Information Step Number 2 Assigned Team Finance Team Step Title Finance Team Approval Next Step Information The next step will be populated automatically once you create the next step Next Step Number 3 Next Assigned Team Legal Team Next Step Legal Review Save Cancel The All Steps tab displays all current steps in the workflow as well as the associated progress bar graphic for the individual step The progress bar is populated automatically by the system 70 Step Save Cancel Details All Steps History Step 1 Step3 KS status 3 record s found 1 pages Click here to re count records Unilink Search F mi All Steps in the Workflow Assigned Step a Edit ID Step Title t Assigned Team ie Number Ei 19 Contract Manager Team Review 1 Contract Manager Team i 61 Finance Team Approval 2 Finance Team 4 21 Legal Review Legal Team Total Steps in Workfl
55. will be held in a single table Time Entries from which reports may easily be run for all kinds of time Customer Updates If the customer updates the Service Request at any point an email notifies the assigned person or assigned team if no assigned person of the update When the customer replies to the email or edits a Service Request in a status of Pending Customer the status changes to Updated by Customer Rule all customer update actions Action User Update Actions and an email notifies the assigned person or the assigned team if assigned person is empty that the customer has replied The customer is able to update the Additional Notes field directly and email replies are mapped to that same field The closing email to customers includes a hotlink back to the record if they wish to reopen it and instructs them to explain why they are not satisfied with the solution Clicking the hotlink will automatically change the I Would Like To Reopen My Service Request field to Yes which in turn sets the Status of the Service Request to Reopened and notifies the assigned person Rule All customer update actions Action User Update Actions WORKFLOW y OA o gt Senin gait Customer J amp S Customer y Service Request table default Workflow FIELDS Fields are shown in detail in the Service Request Fields table in the Appendix OWNERSHIP Records in this table are owned by the individual customer This means each record i
56. 0 SAVED SEARCHES The default searches provided for this table are detailed below Saved Search Name Search Description Converted Leads Finds Leads who have already been converted to Contacts Companies and Opportunities Email Opt out Finds any Leads who have opted out from email contact Just Converted Finds all Leads where the status changed to Converted during the last modification My Assigned Finds Leads assigned to the logged in user that have not been converted Unconverted Leads Finds any Leads who haven t been converted to Contacts Companies and Opportunities OPPORTUNITIES DEALS TABLE FIELDS Required fields are denoted by an next to the field label Opportunity Name Short Text For naming a specific opportunity in the event that there are multiple Product Choice Agiloft SupportWizard For tracking an Opportunity s product interests or a Deal s product of contract Account Rep Link to fields from Employee table Direct For information tracking Rep Phone Phone Email Full Name Primary Team the associated sales rep Rep Email Rep Team Actions Taken Search and import Multi Choice Sent For tracking actions literature Confirmed available budget associated with sales Identified decisions makers Qualified Created opportunities Opportunity Gave Webinar or Demo Made Onsite Presentation Followed up after demo Sent Proposal Negotiated Price Closed Deal Converted to Customer Marked as Dead Did
57. 2013 Status Expired Attached Files Attach Manage No Files Attached Company Details Company Name IBM Main Contact John Suzuki Main Contact Phone 333 555 1212 122 Main Contact Email example example com Contract Details Contract Title IBM Annual support co ntract O ContractID 1 40 Contract Amount p4 500 Contract Status Active Contract Start Date Jan 21 2013 Contract End Date Jan202014 Contract Description Contract for IBM annual support and upgrades on IBM equipment owned by our company Each insurance certificate also contains information about the parent contract for reference Ownership Records in this table are owned by the creator of the certificate Specifically a record is owned by the user whose Login matches the login in the Creator Login field WORKFLOWS TABLE Purpose The Workflows table holds different pre determined workflows for the contract approval process Use Case Workflow records may be created by members of the Admin Contract Manager and Change Manager groups 67 ct Workflow Save Cancel workflow Related Records History ID L Status Available Related To Contracts Workflow Type Parallel Workflow Title One Step Legal Approval Contract Party Types Vendor Customer ContractTypes Product Support and Upgrades Software License Subscription Service Parts only Contract Service Contract Goods and services NDA Partner Agreement Other Approvals Needed Status 1 re
58. 5000 Display size 90x5 Document Access Choice This is used in group permissions to determine visibility Choices Public Partners All Internal Users Restricted Document Subtype Choice Subtype values are dependent on the Type chosen Choices Newsletter Landing Page Demo Video White Paper Case Study How to Guide Product Datasheet Press Release visible for marketing collateral Product User Manual Desktop Apps Reference HR Document Corporate Record Employee Communication etc Document Type Choice Choices FAQ Memo Policy Procedure Marketing Default Document Management Team Collateral Product Documentation User Manual Other Reference Final Due Date Calendar box with pop up 127 For Department Link to selected fields from Department Manager other table Departments Could be used to auto populate the manager in the Potential Reviewers Display For Department as a list Default is same as Submitter Department Allow multiple values No Allow entries not in source table No Internal File URL Short Text Used to indicate where a local may be located on a server Maximum size 255 Display size 90x1 Mark Retired Action button Handles state transition from published to retired Visible only when State is Published Calendar box with pop up Helper field for automation Not Reviewers Linked Records displayed on Layout Choices Urgent High Medium Low Publish Action b
59. 90 y 4 Date Date time Default Date when the Approved by 4 Approver field changed visible only if Number of Approvals needed is gt 3 Approved Rejected Used to select the team that should approve visible only if Number of Approvals needed is gt 3 only if Number of Approvals needed is gt 4 5 Date Date time Default Date when the Approved by 5th Approved Rejected Approver field changed visible only if Number of Approvals needed is gt 4 Used to select the team that should approve visible only if Number of Approvals needed is gt 4 actually completed actually started Add Time Action Button Triggers action to convert Time Spent and Time Description fields to a Time Entry record linked to the current Change Request record request All Time Spent Calc on related table Totals the hours spent on this request Approval Notes Append only text For making notes about the approval SS Approved By Link to Employee table Full Default Person who changes the Approved by 1 Choice yes no This is the field that the first approver Approved by 2 Choice yes no Second approver uses this field visible Approved by 3 Choice yes no Third approver uses this field visible only Approved by 4 Choice yes no Fourth approver uses this field visible only Approved by 5 Choice yes no Fifth approver uses this field visible only if Approver Number of Approvals needed is gt 4 Assigned Person Link to Single field in Employee
60. Agiloft as a contract repository To turn off Approvals do the following 1 Change permissions to allow the Contract Management Group to change the Contract Status field 64 2 Remove status changing buttons from the Layout Cancel Contract Submit for Approval Send Back for Reapproval Mark as Signed 3 Remove the Approval Tab and related fields from the Layout For help on how to configure Layouts please refer to the main Agiloft manual Ownership Records in this table are owned by the Contract Requester Specifically a record is owned by the user whose ID matches the number in the Requester ID field By default the Contract Requester is the user who created the contract Workflow The Contracts Table has the following workflow Renewed V Reports The Contracts table has the following Charts and Reports Set up 65 Charts Reports Status 6 record s found 1 pages Click here to r count records New Copy B Delete i Views f ay amp Edit View Title Output Format Published All Active Contracts with Vendors HTML No All Active Customer Contracts HTML Contract Expirations in next 90 days Graphical chart HTML Contracts by Party Type Graphical chart HTML Contracts by Type Graphical chart HTML Contracts in Progress Graphical chart value of Contract Renewals in Next Year by Month Graphical chart HTML Value of Signed Contracts starting in Past year Graphical chart HTML INSURANCE CERTIFICA
61. Approval Templates subtable have minimal workflow associated and thus state changes are handled through the rules automation rather than the graphical workflow interface REPORTS The Approvals table and Approval Templates sub table do not currently have any Charts Reports set up CONTRACT MANAGEMENT TABLES The Contract Management system is designed to be ready out of the box with a variety of approval processes built in It is easy to eliminate or modify any functions to better fit a desired business process Some time based rules are disabled by default and need to be enabled for the table to work correctly To do this go to the Rules tab of the Setup Contracts page edit a rule with Disabled in the title and click Yes in the Rule is enabled section at the bottom of the page This section describes how the default contract management system is configured The Contract Management system is comprised of a few main tables with background tables playing a supporting role The main tables are described below CONTRACTS TABLE Purpose The Contracts table holds all contract records It also controls all associated automation and notifications related to contracts A representative record can be seen below A contract can be related to one or more Configuration Items and is generally related to a company record for either a vendor or customer Each contract also has an owner at your company who is notified when it is time to
62. Approvals source is from Approval Template for a parallel workflow Approvals Received Related Table Approvals filtered to those whose source Approvals is from the contract table Assigned Person Not Used Link to selected fields from other table People Allow multiple values No Allow entries not in source table No Assigned Team Link to selected fields Strict link filtered to those teams from other available for Contracts Set by default to table Teams Contract Management Team Allow multiple values No Allow entries not in source table No 110 Cancel Contract Cl Involvement Cl s in this Contract City Company Name Country Company ID Company Main Contact Company Main Contact Email Company Secondary Contact Company Secondary Contact Email State or Province Street Address 1 Street Address 2 US State Zip or Postal Code Action button Choice No Cl s For Single Cl For Multiple Cl s Link to selected fields from other table Configuration Items Allow multiple values Yes fast search Allow entries not in source table No Link to selected fields from other table Companies Allow multiple values No Allow entries not in source table No This action button will cancel the contract and send an email to the contract requester The button is only visible to Admins and Contract Managers Defines whether the contact is linked to one or more Cl s determines the visibility for the Cl fields
63. Child CR Edit Actions triggered by web or API Saved Searches CONTRACTS TABLE Fields Rules and Actions Create All New Contract Actions Edit Updates by Party Edit All Edit Actions by Web or API TB Notify of upcoming expirations Disabled by Default TB Daily Check for Start Date Disabled by Default TB Daily Check for Expiration Date disabled Formatting for Action Buttons Cancel Contract Create and Attach Contract Create Related Contract Create Renewal Contract Mark As Signed Review Completed Send Back for Reapproval Send Contract to Party Submit for Approval Submit for Review vi DOCUMENTS TABLE Fields Rules Create All Creation Actions Edit All Edit Actions without API Edit Approval Updates API enabled Edit All Edit Validations Formatting for Action Buttons Submit for Review Submit for Approval Cancel Publish Publish without Approval Mark Retired Return to Submitter EUI TEMPLATES TABLE Fields INCIDENTS TABLE Fields Rules Set Priority on New Tickets Incident All Creation Actions Incident Edit actions API Enabled Incident Customer Update Actions Formatting for Action Buttons Add Time Convert to Change Request Convert to Problem Convert to Service Request Set Priority Saved Searches INSURANCE CERTIFICATES TABLE Fields Rules and Actions TB Disabled Demo Data Date Updates TB Handle Insurance Certificate Expiration Disabled by Default TB Notify Contract Manager Team 10 day
64. Completed Action Notify Assigned team or person of completed tasks Processing of Records When a technician works on a Service Request if he needs more information from the customer in order to take further action he can set the status to Pending Customer A workflow action will automatically send an email to the customer requesting further information and including the content of the Additional Notes field an append only field that is used to communicate with the customer The email includes a hyperlink for the customer to click to edit the Service Request directly If the technician needs to reassign the Service Request to a different team or person he or she simply changes the Assigned Team and or Assigned Person field and the system will email the new assignee notifying them of the reassignment Rule Assigned team or person changed Action Notify team or person of new assignment The Staff Only Notes field is an append only field that holds technician working notes that are not visible to the customer 15 When the technician has completed work on the Service Request he she sets the Status field to Closed and puts the solution notes into the Solution field This triggers a workflow email to the customer that includes the content of the Solution field and tells the customer that the request has been completed By default no escalation rules are set up for the Service Request table Reporting Time Spent Technician users may eas
65. Contract Details Notes and Approvals Related Contracts Renewal Insurance Assets Record Type Contract Parent Contract ID O Assigned Team Contract Manager Team Internal Contract Owner Jared Smith e Status Active Renewal Type Notify staff to renew Contract Party Type Customer Contract Type subscription Service Workflow Title Contract Mgr and Legal parallel approvals Notes to from Contract Party Notes To From Party Contacts Send Notes to Outside Party Sent to Party By Approval Notes Approval Notes Approvals Required status 2 record s found 1 pages Click here to re count records New Mass Edit Pf Delete qj O Unlink Actions Views b Search O 4 Edit ID Approval Team Approval Status Approved Rejected Date By Approved Rejected a i 165 Contract Manager Team Pending Approval p 4 184 LegalTeam Pending Approval The Approval teams are notified and must edit the pre generated Approval records to either Accept or Reject the contract as is Once all required approvals are received the system automatically sets the contract Status to Approved If a workflow has an Approval Type of Sequential the system automatically notifies the first approvers in the sequence of the pending approval A progress bar also appears in the Common Area to provide a quick visual reference of the approval process To advance in the sequential workflow an approv
66. Convert to Change Action Button Text hyperlink Save Changes and Copy to Request Change Request Execute Action if Change Request ID NULL Cannot have more than one linked CR else Convert to Change Request Run Interactively showing user results 161 Then Close record Input instruction Click this button if you want to save your changes to this Problem and map some of its fields into a new CR If you want to link to an existing CR use the lookups in the CR fields below to locate the correct CR Incident Copy Solution to Action Button Text hyperlink Update Incidents with Incident and Close it Solution Copies the contents of the Resolution field in the Problem record to the Resolution fields of linked Incidents Copy Workaround to Action Button Text hyperlink Update Incidents with Incident Workaround Copies the contents of the Workaround field in the Problem record to the Resolution fields of linked Incidents Sets the Workaround Provided field in the Problem record to Yes CR Closed Choice Yes No Flag for notification when linked CR closes Not shown to users Default No Date Resolved Date Time Default Date Status changed to Resolved Date to Pending Date Time Default Date Status changed to Pending Change Change Text 5000 90x6 ee a L Diagnosis Finish Time Date Time To track diagnosis time of Diagnosis team re Set by the Start Diagnosis Clock action button Diagnos
67. Deal and all information is maintained while new contract fields appear USE CASE 81 Most Opportunity records are created from Leads via a Conversion rule Deals are typically created from Opportunities when they change to Closed Won Members of the Admin or Sales groups may create records manually An Opportunity record should be considered a possible sale while a Deal is an actual finalized and confirmed agreement Admins and members of the Sales group can create view and edit Opportunities Members of the Professional Services and Support Staff groups may view all Opportunities No other groups have access to the table by default The Opportunities table tracks information on possible sales for your organization The Deals section handles Opportunities that have been successfully closed and turned into contracts and contains specialized fields for each contract s unique information such as SLA requirements renewal dates and so on When an Opportunity s status changes to Closed Won a rule converts it to a new Deal record V Open i Closed Default f V Closed won Default workflow for the Opportunities Table Closed Wor eee Meeded a on gt KON pod Renewed Ea Eas oe Default workflow for the Deals sub table OWNERSHIP 82 Records in this table are owned by the individual assigned sales rep so each record is associated with a particular user login from the Contacts table 83 APPEND
68. Document Source Management Related Table Shows Cl owned by a user Buying Stage Choice Recognition of needs Evaluation Defaults to Recognition of User of options Resolution of concerns Needs Stage in decision process Cell Phone Telephone Fax For contact s cell number Changes Related Table Show all records from the User Request Change Request table Submitted submitted by user 155 Comments Text Additional information User about the contact Company Link to fields from Company table Tracks basic information User Account Rep Gey Company Name County Company related to the contact s Role Region State or Province Street Address 1 Street Address 2 Fax Phone US State Zip or Postal Code City Company Company Role Country Fax Region State or Province Street Address 1 Street Address 2 Company Phone USA State Zip or postal code Contact Owner Link to single field from multiple tables Selects the team or User Team Team Name individual responsible for Employee Full Name the contact Direct Phone Telephone Fax For the contact s direct User phone line Short Text This field is used by the User system s LDAP integration and should not be edited or deleted Email Clicks Linked Data from Email Click table Keep track of clicks for User marketing purposes company from Outbound Emails Export to Action Button Opens URL Outlook gui2 vCard jsessionid i d urlEncode Sid
69. EQUESTS RFC TABLE OVERVIEW The Change Requests table is used for Change Management A Change request is created when a change is needed to a configuration item or to any other business object that may require a set of approvals before such a change can be completed Once a change request is created it can be assigned to the appropriate teams or individuals for one or many approvals and may then be moved along in the process from approval to scheduling to action by staff members actually making the change to completion testing and release Of course each organization has its own definition of types of change that may need to be managed in this way but we have prepopulated the service catalog with a list of common change types You can easily add your own change categories and types to the services table Change Requests differ from Service Requests in that they are not visible by default to end users and typically follow a stricter set of procedures and approvals The Change Request table pulls its services from linked entries in the Services table A user creating a change request chooses the category of service from a drop down and then sees all the active services that belong to that category in a second drop down list called Service Title The default service categories for change requests can be seen in the Configuration Items table or by creating a CR record and opening the drop down list When the service is selected several addi
70. ERVICES TABLE Fields are described in the Services Fields section of the Appendix SERVICE CATALOG MANAGEMENT Once the Service Catalog is initially set up by creating the appropriate services in the Service table new service items will be created by staff members only when a new service is planned or initiated Existing 10 services may naturally be modified Initial permissions are set so only users in the admin group can create modify delete services Service records may be created in a state of Planned or Active Once all active services have been set up during the initial system configuration it may be desirable to edit the workflow to deselect the Creatable box for the Active State so that future services must start in a status of Planned and go through an approval process Temporarily inactive services should be placed in the Inactive state Services no longer in use can be placed in the Retired state for record keeping Ownership Services are technically owned by the Responsible team for that service However only the admin group has edit permissions by default Workflow Vy V V p lt l Retired SAVED SEARCHES i Default searches provided are detailed below Saved Search Name Search Description Service Pipeline Status is Planned Service Catalog Status is Active Retired Services Status is Retired SERVICE REQUESTS TABLE OVERVIEW 11 The Service Requests table holds all customer servic
71. Fields All Steps in this Workflow Total Steps in Workflow recalculate Updated Values Overwrite existing value with search MT Steps workflow title matches Contract Workflow Title choosing all records that match TRUE U Update Image ID in All Related Steps Updated Field Image ID Updated Value Sstep_number format step total_steps_in_workflow Stotal_steps_in_workflow l All Create Actions if Previous Step IDI NULL Set Next Step ID for previous step record Create Edit All Validation Actions by Web Purpose Validates that workflow is in Status of Available before a step can be modified or created 192 Runs On creation or edit by web Actions l All Validation Actions by Web if Workflow Status In Use Not Allowed to Create or Modify Step SUPPORT CASES TABLE FIELDS Required fields are denoted by an next to the field label Field Label Data Type Length Default Customer Name Link to selected fields from Contact table Defaults to the person who Customer Email Name Email Direct bhonesGompany submits ticket Customer Phone User Company Customer Login Customer Team Supported User Company Account Rep Cell Phone Additional Notes Append only text For communicating with customer and allowing the customer to provide updates Assigned Person link to selected fields in contact table full filtered to members of assigned name team Assigned Team
72. For tracking company information associated with the Opportunity or Deal Defaults to the record creation date For estimating upcoming sales volumes Tracks lead priorities when looking at a product Negative Factors Multi Choice Price Financing Terms Features For sales team tracking of Service Guarantee Demo Documentation what reasons a deal does Company Reputation Personal Relationship not go through Other Next Action Choice Qualify Send literature Confirm For tracking the next available budget Identify decision makers logical step in the sales Create Opportunity Schedule Presentation or process site visit Give Online Demo Give Onsite Demo Provide Proposal Negotiate Price Follow up Closed Dead Next Action Due Date Time Reminder for the next action s logical due date Positive Factors Multi Choice Price Financing Terms Features For sales team tracking of Service Guarantee Demo Documentation what reasons a deal goes Company Reputation Personal Relationship through Other Principal Contact Link to selected fields from Contact table Full For tracking the main Lead Source Name Lead Source person and lead generation associated with this sale cee e Quotations Linked data from another table Quote Filtered for Quotations related to this Opportunity Deal Rating Choice Active Hot Warm Cold For tracking opportunity interest level Sale Comments Append Only Text For internal notes on
73. Full Name Login Primary Team For tracking record creation info Creator Team Date the Status changed to Completed or Cancelled do not update so user can override Date Completed Date Time Date Contract Date Time For tracking the date the contract Approved was approved Date Created Date Time Automatically generated during creation Date Updated Date Time Automatically populated when record is modified Default Tasks Link to single field from other table Task Lists the set of tasks that will Templates automatically be generated because of the Project s type Developer Phone Link to selected fields from Employee Links to the employees working Developer Email table Direct Phone Email Full Name on this project Developer Name Hours Spent Linked data from another table Tracks the number of Hours records associated with this Project Auto Increment Auto incremented by the system this is the record s ID number Internal Project Notes Append Only Text Text box to keep notes in for internal users Next Milestone Date Date For tracking the next agreed upon milestone date Number of Open Tasks Calculation on Multiple Linked Records Counts non closed Task records Tasks linked to this Project Used by automation to set status of Project 168 Number of Tasks Calculation on Multiple Linked Records Counts Task records linked to this Tasks Project Used by automation to set status of Project PM
74. INCIDENTS TABLE OVERVIEW 21 Incidents are used to report service problems and outages They are interruptions to customer service The objective is to return to the normal service as defined in an SLA as quickly as possible with minimal business impact An example Incident for an end user might be I cannot access my email What is the distinction between Service Request and Incident Incidents are interruptions or degradations of an existing service that need to be rectified They are problems that need to be solved rather than a request for new service or a change to a functioning service such as a new employee setup or new software application request Incidents may result from underlying problems caused by misconfiguration or hardware failures and an underlying problem may result in the submission of several incidents by end users When this is the case the underlying problem may be reported and managed in a separate Problem record When an incident is caused by an underlying problem the technician working on the incident can link the incident to an existing Problem record or convert it to create a new Problem record They may also click the Save and Create Change Request if they wish The Change Request table will keep track of Incidents that are converted onto it Problems may require significant changes in order to be permanently resolved In this case the technician working on the Problem will link it to a new or existing Chan
75. IX A DETAILED TABLE SETUP In this Appendix we provide detailed technical information on the fields in each table the rules and actions that are preconfigured and other details of the out of the box implementation The tables showing all fields in each table are intended to explain the purpose of some system default fields and to give a quick reference for how they might be used The rules and actions that run in the background to validate that users follow the correct processes and to automate process steps and notifications are documented with screenshots and details This automation is described in more general terms in the Use Case section of the main document for each table The tables are listed alphabetically here APPROVALS TABLE AND APPROVAL TEMPLATES SUBTABLE APPROVAL AND APPROVAL TEMPLATES FIELDS Approval Notes Maximum 5000 95 x 5 display Approval Running Notes Append Only Text This field will be used to hold Approval Notes for parallel approvals When Approval notes are added to an approval record the notes are copied into this field and into the contract approval notes field as well Visible for only those records whose source is Approval Template Approval Status Choice Choice Pending Approval Approved Rejected Requires Reapproval Default Pending Approval Approval Team Link to selected fields from other table Teams Allow multiple values No Allow entries not in source table No Approved Rejecte
76. N BUTTONS Add Time Purpose Provide users with a way to add Time Entries to a Change Request from the Change Request record itself On Click Save Record then execute action Actions l Add Time if Time Spent NULL Time spent must not be blank Convert to Time Entry set Time Spent and Time Description to Blank 98 Notes Triggers action to validate that Time Spent is not blank then converts Time Spent and Time Description fields to a Time Entry record linked to the current Change Request record then blanks out Time Spent and Time Description Set Cl to Active Purpose Updates the linked Cl to change its status to Active On Click Execute action Actions U Set Status of linked Cl to Active Update Field Configuration_Item Status Update Value Installed Set Cl to In Maintenance Purpose Updates the linked Cl to change its Status to In Maintenance On Click Execute Action Actions U Set linked Cl to In Maintenance Update Field Configuration_Item Status Update Value In Maintenance Spawn Child CR Purpose Converts the CR to multiple child CRs linked to the Cl s selected in the Cls for Child CRs field On Click Execute action Options Visible only when CR Type is Parent Actions C Spawn Child CR Conversion Spawn Child CR Options Allow user to reject creation create record if does not exist conversion runs interactively COMPANIES TABLE FIELDS 99 Required fields are denoted by an
77. Name contains Support Team or Staff Team Display Team Leader Hyperlinked view only Team Name List of values Type of the SW object Type of License Choice Site license Multiple users Only show if Configuration Single user Free license Beta Item Type Software license Other Application Upstream Cls Link to selected fields in Cl Allow multiple values fast CI Class search Cl Name Cl Tag Cl Type Status User Department Link to selected fields from People Tracks contact information for User Phone Department Direct Phone Email the user User Email Full Name Primary Tem Title Allow entries not in source User Name table User Login User Manager User Team User Title 106 Vendor Link to selected fields in Company Filter by Saved Search Company Name Company Roles contains Vendor Version Short Text 10 25 Only show if Configuration Item Type Software Application Working Notes Append only text 90 chars 6 lines a eee irs Emaedded seer Resat CI Fee a Just this Cl fname femme include this Cl Asset Type and Class Dependencies The tables below show the current setup of dependencies between Cl Type and CI Class These dependencies can be changed as can all the choices to meet your needs The dependencies are also shown in the spreadsheet fields_and_choices xls Cl Type values Cl Class linked values Storage Device Tape Library Storage Switch Storage Management Serv
78. Notes Related Records Time Emails History ID fo Urgency of Change a Normal Emergency Status Open Change Category Critical 3 Change Summary My whole office building cant connect to the internet Approvals Number of Approvals 9 Needed iz o 1st Approval Team 1st Level Support Team 1st Approver Chris Support Approved by 1st Approver Yes Mo Approval Notes 2nd Approval Team Server Team 2nd Approver Rick Peterson Approved by 2nd Approver Yes No Save l Cancel PARENT CHILD CHANGE REQUEST STRUCTURE There are a few different structures that can support changes that involve multiple Cl s such as upgrades reconfigurations replacement of hardware and so on In order to maintain a history of all changes to each Cl there must be an individual record created for each task done on a CI One method is to use an embedded Tasks table within the Change Request table for creation of tasks related to individual Cl s The other method is to use a parent child CR structure with Child CR s used to handle groups of changes to Cl s under a single approval The advantage of this method is that all work on a Cl that would be covered under a Change Request is shown in a single embedded table in the Cl record The system is designed so that for a major upgrade that involves multiple Cl s a parent CR will be created and then child CR s can be auto created for each Cl that is to be changed T
79. Parent Contract ID if Renewal Contract Yes and Previous Parent Contract ID NULL Copy Previous Parent Contract ID to Parent Contract ID if Previous Contract IDI NULL and Renewal Contract Yes if CI Involvement For One or More Cl s Copy contract id to latest contract id in assets Copy contract id to previous contract Renewal Contract Id U Update Renewal Notification Date Updated Field Renewal Notification Date Updated Value Scontract_end_date Sdays_in_advance_to_notify_for_renewal DAYS 117 Edit Updates by Party Purpose This rule handles notifications for Contracts that are updated by an outside party that does not have direct access to the system Runs Upon edits by Email or Web Search Filter R Updates by Vendor or Customer Team Priority 1 Actions E Email Owner and Sender of Outside Party Update Sent To Contract Manager Team Contract Manager Sent to Party By Summary This email notifies the relevant users that an outside party has updated the contract Edit All Edit Actions by Web or API Purpose This rule handles the processes resulting from changes made by staff or rules Runs Upon edits by Web or API Search Filter None Priority 2 Actions l All Edit Actions with API 118 if Approval Type Parallel and Number of Approvals Needed Snumber_of_approvals_received and Number of Approvals Needed gt 1 and Status Pending Approval Set Status to A
80. Pending Customer A workflow action will automatically send an email to the submitter requesting further information and including the content of the Additional Information field an append only field that is used to communicate with the submitter The email includes a hyperlink for the customer to click to edit the Incident directly If the technician needs to reassign the Incident to a different team or person he or she simply changes the Assigned Team and or Assigned Person field and the system will email the new assignee notifying them of the reassignment Rule Incident Edit Actions Action Notification Actions The Staff Only Notes field is an append only field that holds technician working notes that are not visible to the customer When the technician has completed work on the Incident he she sets the Status field to Closed and puts the solution notes into the Resolution field This triggers a workflow email to the customer that includes the content of the Resolution fields and tells the customer that the request has been completed Relating Incidents to Problems If an incident has an underlying problem that needs to be addressed the technician may quickly convert the Incident into a related Problem record Or she may use the Linked Problem lookup to search for existing Problems that may be the cause of this incident and if one is found link the Incident to that Problem When an Incident is linked to a new or existing Problem t
81. Phone PM Email Link to selected fields from Employee For tracking internal Project Project Manager PM table Direct Phone Email Full Name Manager s contact information ID PM Login PM Manager Name PM Primary Team Status Choice Awaiting Customer Feedback Defaults to Pending Completed Revisions in Progress Ready macken doas aed the for Testing Work in Progress Pending i Project Target Completion Date Date For the agreed upon completion date Tasks Related Table Tasks Shows Tasks linked to this Project Time Authorizations Linked data from another table Links to PO records authorizing POs work hours Total Hours Spent Calculation on Multiple Linked Records Calculates the number of Hour records associated with this project Total Invoiced Hours Calculation on Multiple Linked Records Calculates the hours on invoiced Hour records Total Uninvoiced Hours Calculation on Multiple Linked Records Calculates the hours on uninvoiced Hour records Total Value of Hours Calculation on Multiple Linked Records Calculates the total value of Authorized hours across all linked POs Updated By Link to selected fields from Contact table Updater Login Full Name Login Primary Team Total Number of Hours Calculation on Multiple Linked Records Calculates the total authorized Authorized hours across all linked POs Tracks name and login information of the last person to Updater Team edit the record RULES AND ACTIONS Edit
82. RKFLOW There is a simple workflow for tasks that currently executes no actions Incomplete F Default Cancelled Waiting for Others There is also an escalation rule that is set up but not running called TB Notify of upcoming task It will notify the assigned person or team when the due date is one day away once it is turned on Currently it is disabled There is a radio button at the bottom of the General tab in the table settings if this rule is desired The schedule may need to be changed from every 10 years to something more useful Note that when a task related to a SR is marked to Done the count of completed tasks in the linked SR will be automatically updated to reflect this and when all tasks for that SR are completed the assigned person will be notified FIELDS Fields are described in the Task Fields section of the Appendix TASK TEMPLATES TABLE 20 OVERVIEW This table holds records that serve as templates for automatically generated tasks Each Template record specifies a Task related to one other table or related to no tables USE CASE Task Templates are related to either the Project or the Service Request tables using the Related to field at the top of the form Further subtypes can be selected that specify the exact type of Project or Service Request to relate the Task Template to Task Templates related to tables in this way can be set as Required or Optional for that specific type
83. Status changed to Ordered Date Received Date Time Date Status changed to Received Internal Notes Append Only Text 90x7 Only visible to internal staff Related Table Items Requested Used for requestor to select desired items PO Number Short Text 40 30 Priority Choice Required Low Medium High Critical Procurement Group Choice Yes No Visible to Procurement Group rule sets Approved Status Requestor Name Linked to selected fields in Identifies Requestor Requestor Email Employee Req Department Req Phone Req Login Manager Name Service Action Required Choice Yes No Hidden by default Additional Fields to Link to Service table Filter by Saved Search Show in Table Show in SR Purchase Request AND Status Active Default User who creates the Purchase Request Available Service Asset AND Field Match Classes Service Categories contains Service CC Manager on Request Category Description of Service 174 Team Priority over Cl Required Service Responsible Team Type of Purchase All fields except Service are view only Display using Embedded View Service Categories SLA Hours Critical Priority SLA Hours Standard Priorities Special Instructions Service Category Choice Type of Service see Dependent choices based on all statuses Service table Facilities Purchase Request Software Purchase Request Hardware Purchase Request Workflow State See Workflow Diagram Supervisor Approve
84. TES TABLE Purpose The Insurance Certificates Table is used to hold insurance certificates Each record in the table represents one insurance certificate that is linked to a contract Some time based rules are disabled by default and need to be enabled for the table to work correctly To do this go to the Rules tab of the Setup Contracts page edit a rule with Disabled in the title and click Yes in the Rule is enabled section at the bottom of the page Use Case Insurance certificates are created directly from a particular contract or through the Insurance Certificate main table page Certificates are created with a default Status of Valid They may also have a Status of Expired or Contract Inactive Ten days before the Expiration Date arrives the Contract Management Team is notified of the upcoming expiration When the Expiration Date arrives if the associated Contract is still in a Status of Active the system updates the certificate Status to Expired An email notification is also sent to the Contract Manager regarding the expiring insurance certificate If the parent Contract status is not Active the system updates the certificate status to Contract Inactive to reflect this 66 Insurance Certificate Save Cancel Details Emails History ID i Type of Certificate Other l Other Type One Time Auto Insurance for Training Session Travel Amount of Coverage 5 000 00 Expiration Date Aug 18
85. TS TABLE Use Case End User Record Submission Technician Record Submission Processing of Records PROJECT MANAGEMENT TABLES Projects Table Use Case Workflow Ownership Project Types Table Purchase Orders PO Table Use Case Ownership SUPPORT CASES TABLE Use Case End User Record Submission Technician Record Submission Processing of Records Ownership SALES CRM TABLES LEADS TABLE Use Case Record Creation Processing of Records Ownership SALES CRM TABLES OPPORTUNITIES TABLE DEALS SUB TABLE Use Case Ownership APPENDIX A DETAILED TABLE SETUP APPROVALS TABLE AND APPROVAL TEMPLATES SUBTABLE Approval and Approval Templates Fields Approval Rules and Actions Create Contract Approval Creation Actions for Both Workflow Types Edit All Edit Validations Edit All Edit Action for Updates by Web or API Edit By API Retain Rejection Approval Templates Rules and Actions Edit Approval Record Creation CALENDARS TABLE Fields CHANGE REQUESTS TABLE Fields Saved searches Rules and Actions Rule Change Request All Creation actions Rule CR Approvals Rule Change Request Edit actions API Enabled Rule Parent Child CR Handling Formatting for Action Buttons Add Time Set Cl to Active Set Cl to In Maintenance Spawn Child CR COMPANIES TABLE Fields Company Saved Searches Formatting for Action Buttons Find local Hotels Map it Refresh User CONFIGURATION ITEMS TABLE Fields Asset Type and Class Dependencies Rules and Actions Create
86. ack of what project Company Projects this task is related to Project ID Project ID Text Project Manager Team Project Category Project Manager 198 Project Name Type of Project Project Status Related To choice Service Request Independent default Service Request Set Date Done Action button Sets the Date Done field to current date time SR Assigned Link to selected fields from Service Request Provides details on the Service Person Request this Task was assigned on if one exists SR Assigned Team SR Cl Class SR Cl Name SR Cl Tag SR Cl Type SR ID SR Status SR Submitter Name SR Summary Status Choice Done Waiting for Others Incomplete Defaults to Incomplete This is the Task workflow state Task Summary Short Text 90 Summary field used to describe task Sales Task Choice Phone Call Online Meeting Onsite Defaults to Phone Call Type Demo Field Call Note Task Email For tracking task type Template Link to selected fields from other table Task Keeps track of template Task Assign Based Templates spawned by On Source Template ID Template Number of Hours to Due Date Source Task Preceding Template ID Template Choice Keeps track of whether Task Status Template is Active or Inactive Short Text To enter description when entering 199 Related table Time Entries Shows all time entries related to this task Time Spent Elapsed Time To enter time spen
87. act Purpose This action button will cancel the contract and send an email to the contract requester The button is only visible to Admins Configuration Managers Contract Owners Service Managers and Contract Managers On Click Save record then execute actions Visibility Only when Status is Active Approved Draft Expired Pending Approval Renewed or Signed Actions l Validations for Cancellations and Reapprovals if Approval Notes not changed last user s modification must add notes when rejecting U Set Status to Cancelled Updated Field Status 120 Updated Value Cancelled E Email Requestor Contract Cancelled Email Template Contract has been cancelled Requester Create and Attach Contract Purpose On click when Contract is for Product Support and Upgrades runs an attached record action to create and Support Contract template If the Contract is for Subscription Service or Service Contract runs an attached record action to attach an SLA template Visible only when Contract is for a Service Contract Subscription Service or Product Support and Upgrades Pop up description Use this button to create and attach a contract based on fields in this record On Click Execute action Visibility Only when Contract Type is Product Support and Upgrades Service Contract or Subscription Service l Create contract based on type of contract if Contract Type Product Support and Upgrades Atta
88. aff users to represent items that may be selected by end users for Purchase Requests For example say the Dell Inspiron 2000 Desktop PC is the default model for IT staffers and all employees are set up with one when hired Procurement staff in charge of maintaining Purchase Requests would create a single record in this Item table to represent the Dell Inspiron 2000 model with all relevant details such as Make Model Unit Price and descriptive text choice fields When users request a Dell Inspiron 2000 an Item Requested record is created from the Item record as a template and then linked to the Purchase Request Processing of Records Once created Item records require little modification By default new Items are created as Active and not requiring Supervisor Approval If a particular Item type is unavailable no longer in use or not ready for distribution Procurement staff may set the Item to Inactive Expensive or controlled Items can be toggled to require Supervisor Approval which can act as a flag to apply approval processes when the Item is requested WORKFLOW Items are not associated with any status fields but instead contain an Active Inactive choice field to differentiate selectable Items from non selectable Items By default inactive items are not available for Purchase Requests The Item table does not have a Workflow State diagram OWNERSHIP Items are owned by the user with the login in the Creator Login field However si
89. allows staff working the Problem to quickly disseminate workaround information to linked Incidents with the click of a button Clicking the button will post the workaround in all related incidents and change their status to Workaround Provided which will also trigger an email to both the end user and the assigned staff person of the Incident s A similar button is used to transfer the problem Solution to related Incidents Clicking the Update Incidents with Solution button in the problem will populate the Solution field of the Problem into the Incident Solution field and set the status of the Incident to Closed emailing the customer Once a permanent resolution is determined and implemented staff users enter the description in the Resolution field and set the status to Resolved If the resolution contains information that is useful outside of this problem s particular scope the Add to Knowledgebase field can be set to Yes to make the Resolution field available via FAQs Ownership Problems are owned by the staff member who creates the Problem record Since only internal staff will see Problem records groups may share responsibilities between Incident Management and Problem Management and multiple individuals may share ownership over time u Workflow Pending Diagnosis i oa oe Roe T D FS hore Pending FS Change y eee Y V PROBLEM FIELDS 31 Please see Problem Fields in the Appendix CHANGE R
90. als Note that Full Name more than one value can be selected Team Invitations Link to single field from Team table For inviting whole teams Note that Team Name more than one value can be selected CHANGE REQUESTS TABLE FIELDS Field Label Data Type Comments 1 Approver Link to User Full Name Used to identify the first approver 1 Date Default Date when the Approved by 1 Approved Rejected Approver field changed 1 Approval Team 1 Link to Team Team Name Team Manager Team Leader approve 2 Approver Link to User Full Name Used to identify the second approver visible only if Number of Approvals needed is gt 1 2 Date Date time Default Date when the Approved by 2nd Approved Rejected Approver field changed visible only if Number of Approvals needed is gt 1 2 Approval Team 2 Link to Team Team Name Used to select the team that should Team Manager Team Leader approve visible only if Number of Approvals needed is gt 1 only if Number of Approvals needed is gt 2 3 Date Date time Default Date when the Approved by 3rd Approved Rejected Approver field changed visible only if Number of Approvals needed is gt 2 3 Approval Team 3 Link to Team Team Name Used to select the team that should Team Manager Team Leader approve visible only if Number of Approvals needed is gt 2 4 Approver Link to User Full Name Used to identify the fourth approver visible only if Number of Approvals needed
91. ance 4 Certificates 58 Insurance Certificates are added by hitting the New button in the related table shown above When possible insurance certificates should be created from within the contract record to which they apply For more information on Insurance Certificates refer to the section titled Insurance Certificates Table Depending on the selection in the Cl Involvement field different fields appear for the user to input linked configuration items Contract Save Cancel v Contract Details Notes and Approvals Related Contracts Renewals Insurance Cl s Emails History Record Type Subcontract Parent Contract ID 40 0 ID 43 Assigned Team Contract Management Team Internal Contract Owner Jared Smith Status Pending Approval Renewal Type Notify staff to renew Contract Party Type Vendor A Contract Type Service Contract A Workflow Title Contract Mgr and Legal parallel approvals Approval Type Parallel insurance Certificates Status No records Mew Mass Edit Delete Wi Unlink Actions Views db Y Search v a m imal Number of Valid Insurance g Certificates Cl Information Cl Involvement For One or More C s Choose one Cl s in this Contract Click the magnifying glass tol No C s ets with this contract status 4 record s found 1 pages Click here to re count records New Mass Edit Pf Delete jj O Unlink Actions Views b Search O 7 WA
92. and Approvals Related Contracts Renewal Insurance Assets Em Record Type subcontract Parent Contract ID 1 42 9 Assigned Team Contract Manager Team Internal Contract Owner Robert Barash status Pending Approval Renewal Type Notify staff to renew Contract Party Type Vendor Contract Type Service Contract Workflow Title Contract Mor and Legal parallel approvals l Approval Type Parallel Cancel Contract P If the contract has a Status of Approved two buttons become visible in the Common Area The Send Back for Reapproval button emails the approving teams that reapprovals are necessary updates the Status to Pending Approval and restarts the workflow from the beginning The Mark as Signed button updates the contract status to Signed Contract Save Cancel Contract Details Notes and Approvals Related Contracts Renewal Insurance Assets En Record Type Contract Parent Contract ID P Assigned Team Contract Manager Team Internal Contract Owner Jared Smith Status Approved Renewal Type Notify staffto renew Contract Party Type Customer Contract Type Product Support and Upgrades Workflow Title Customer or Partner 3 approval steps Approval Type sequential Cancel Contract Turning Off Approvals The Contract Management tables have Approval handling set up by default The associated processes may be turned off in order to use
93. ange Request Edit actions API Enabled l Related record Actions if Status changed from any value to Closed during record s last modification if Spawning Problem IDI NULL Set CR Closed in Problem to Yes if Spawning SR IDISNULL Set CR Closed in Service Requestto Yes l Assignee Change Notifications 97 if Updated By assigned_person and Assigned Person changed from any value to any value last users modification or Assigned Team changed from any value to any value last user s modification if Assigned Person NWULL Email Assigned Person of new assignment telse Email Assigned Team of new assignment if Assigned Person changed from any value to any value last user s modification Increment Number of Assignees if Assigned Team changed from any value to any value last user s modification Increment Number of Teams Assigned Rule Parent Child CR Handling Runs on create and edit including edits by other rules on creation Saved Search CR Type Ind if CR Type Parent if Status changed from any value to Approved during record s last modification Approve linked Child else if Status changed from any value to Rejected during record s last modification Set status of child CRs to Rejected Set Latest Field in Linked Cl f CR Type Child and Change Summaryl child of Add Child of prefix to change summary FORMATTING FOR ACTIO
94. ar Service This field is pulled into the SR along with the Service and the relevant fields are dependent for their visibility on the value in this linked field Note we have added some extra values to this field so that if you are setting up a new service and realize you need a new field or fields to show for that service you can choose one of these extra field values save your service and then later edit the choice for this field to give it the proper name To add field names to the list or edit those that are there simply edit this field and click on Edit Choice List on the General tab 177 Available Asset Multi Choice Choose From Application Server Bar Code Scanner Classes Camera Cell Phone Cluster Database Application Database Instance Desktop Application Desktop Computer Desktop Phone Directory Server Disk Drive Email Server Fax Machine File Server Firewall FTP Server Google Search Appliance IBM Mainframe Individual Printer Infrastructure Software IP Conference Phone IP Device IP Network IP Router IP Switch Java Server Keyboard KVM Switch Label Maker Laptop Computer Load Balancer Modem Monitor Monitoring Device Mouse Network Adapter Network Appliance Network Printer Network Switch NFS File System Operating System Other Application Other Hardware PDA enabled Cell Phone Peripheral Other Rack Scanner SMB File System Storage Array Storage Device Storage Management Server
95. as a related table in the Related Records tab 68 op Workflow Save Cancel Workflow Related Records History Contracts using this Workflow status 1 record s found 1 pages Click here to re count records unlink Search O v v i v company Contract Edit ID Contract Title Status Haii End Date i 20 Mobile devices warranty support PendingApproval AT amp T Apr 08 2013 Number of Contracts in Draft or Pending 4 Calculate Approval Save Cancel Workflow Statuses Each workflow may have one of three Statuses e Available e n Use e Inactive A Status of Available indicates a workflow that is not currently in use by any approval process When in this state the workflow appears in the drop down menu for selection The Administrator may manually change the status to Inactive to if needed A Status of In Use indicates a workflow that is being used by at least one approval process The system automatically moves a Workflow into a status of In Use if it is being used This is done by counting the number of records shown in the Related Records tab If the number of related records is greater than O the workflow is moved into a status of In Use Workflows with this Status are not editable in order to ensure business process integrity If the number of related records is equal to 0 the workflow is moved into a status of Available For more information on Steps see the section titled Step
96. ate if Approval Notes changed from any value to any value during record s last modification Copy approval notes to contract Copy approval notes to running notes Blank approval notes if Approval Status changed from any of Approved Pending Approval to Rejected during record s last modification set Contract Status to Draft Set other Approvals to Requires Reapproval Email Contract Manager of rejection t else if Approval Status changed from any of Rejected Requires Reapproval to Pending Approval during record s last modification Email Approval Team of Pending Approval if Approval Status changed from any value to Approved last user s modification if Approver NULL Update Approver field if blank if Related To Documents if Source Document Management if Approval Notes changed from any value to any value during record s last modification Copy approval notes to Document Copy approval notes to running notes Blank approval notes if Approval Status changed from any of Rejected Requires Reapproval to Requires Reapproval last user s modification Email Reviewer of Pending Approval Blank approval notes t else if Approval Status changed from any value to Requires Reapproval last users modification i Email Approver Requires Reapproval Edit By API Retain Rejection Purpose This rule ensures rejection records are properly handled wh
97. ated Table Contracts Choice Link to selected fields from other table Contracts Allow multiple values No Allow entries not in source table No Currency Date Append Only Text Date Choice Choice Link to selected fields from other table People Allow multiple values No Allow entries not in source table No Review Completed Action button 115 Subcontract Amendment Default Stand Alone Contract Default No set by conversion to Yes when a new contract is created from the action button and the user has selected Yes in the Is the New Contract a Renewal field Controls rule running on new contract creation Conditionally visibility Field displayed when Status Draft OR Pending Approval Monetary cost to renew contract Round to 2 decimal points Display size 12x1 with currency symbol Always show O decimal digits set to Contract End Date minus 45 days visible only if Renewal Type Notify Staff to Renew Renewal Email Sent Declined Renewal Unresponsive Renewal Quote Accepted Invoiced Paid Automatically renews Notify staff to renew One time contract default is Notify Staff to Renew Strict link to the person who has requested the contract and should be notified about it Depending on the Approval Action the button either marks the Contract as approved sets it to the next approval step or back to the preceding or first step and sends notifications to t
98. ated to is Documents Use the view only source field display for the attachment field to provide hyperlink for reviewer Link to selected fields from other table Documents Allow multiple values No Allow entries not in source table No File with versioning Used by the approver to supply marked up documents as part of the approval process Versioning enabled check in out fully enforced visible if Related To Documents 85 Related To Choice Update existing workflow related to choice list with Documents Source Choice choice Sequential Workflow Approval Template Default Sequential Workflow Source for Template Conversion Used in the conversion action to populate the Approval value Don t delete Default value Approval Template APPROVAL RULES AND ACTIONS The Approvals table has the following rules set up Create Contract Approval Creation Actions for Both Workflow Types Purpose This rule handles actions resulting from the creation of an Approval Record generated from a document sequential workflow or parallel workflow i e approval template It does not control the creation of any records itself Runs Upon creation by Web or API Search Filter R Related to Contracts or Documents Priority 40 Actions l All Create Actions if Source Sequential Workflow if Contract Approval Action Approved Route Forward Set Status to Approved and people fields t else Set Appr
99. b Search Filter R Updater Team is customer team Priority 3 Actions l Customer Update Ticket Actions if Would Like To Reopen My Ticket changed from any value to Yes last user s modification and Status Closed Change Status To Reopened if Status Sent to Customer set State to Updated by Customer if Assigned Person NULL email assignee update telse Email Assigned Team of Customer Update FORMATTING FOR ACTION BUTTONS Convert to Change Request Purpose Check to see if Change Request already exists for this Support Case If not converts to create a Change Request from Support Case On Click Do nothing execute actions then save and open record for view Action l Convert to change request if not yet done if CR IDENULL can only convert sw once telse Convert to Change Request SUPPORT CASE SAVED SEARCHES Active Default searches are detailed below The My Assigned search is the search used by the Inbox Saved Search Name Search Description Closed Cases Finds all records where the Status is Closed Closed in past month Finds all records where the Status field changed do Closed within the last month 196 Closed incident type Finds all records where the Type of Support is Number of incidents and the Status changed to Closed in the last user modification Closed Updated by Finds all closed records that were last updated not by the assignee Custo
100. by Web All edit actions trigger tasks cancel tasks when cancelled etc Purpose Validates triggers and cancels tasks Runs On Edit by Web Search Filter None 169 Priority 2 Actions l All Edit Validations if Status changed from any value to any of Completed Tasks Completed last users modification and Number of Open Tasks 1 cannot complete while open tasks l All Edit Actions if Default Tasks NULL and Status changed from any value to Work In Progress last user s modification Trigger Default Tasks 1 else if Status changed from any value to Cancelled last users modification Cancel Tasks Email Project CCs about Cancelled Project TB notify Project Manager if hours exceed authorized hours Puprose Checks on authorized hours and hours worked and sends notification if authorized hour are exceeded Runs Every day Search Filter R total hours for client project exceeds authorized hours Priority 1 Actions U Set Status to Assigned Fields Updated Status Updated To Assigned E Email PM project has exceeded hours Email Template Project Sformula Sproject_name has exceeded authorized hours Edit by Web or API Handle completion or addition of tasks and status changes Purpose Opens or completes projects depending on number and state of tasks linked to project Runs Edits by Web or API Search Filter R Has Tasks and the number of open tasks changed Priority
101. ch Support Contract else if Contract Type Subscription Service or Contract Type Service Contract Attach SLA Action Specific Items Attach Support Contract and Attach SLA work as advertised Create Related Contract Purpose This button creates a new contract mapping several of the fields and showing the new contract on the screen When the new contract is saved any assets linked to the old contract will be linked to the new one Visible only when the Status is Renewed On Click Save record then execute actions Actions l New Contract Validations if Record Type Master Agreement and New Record Type Master Agreement or Record Type Contracf and New Record Type Contract or Record Type Subcontract and New Record Type Subcontract or Record Type Amendmentf and New Record Type Amendment Cannot Create a New Record ofthis Type C Convert to new contract Conversion Contract Options Interactive showing user new record page 121 Create Renewal Contract Purpose Validates that another renewal contract doesn t already exist sets certain fields correctly then converts the current contract to create a new contract then sets Is the New Contract a Renewal to No On Click Execute actions Visibility Status is Active Expired or Signed l Contract Renewal Validations if Renewal Contract IDI NULL Cannot Create a Second Renewal l Contract Renewal Actions if New Record Ty
102. cord s found 1 pages Click here to re count records New Y Mass Edit f Delete Qj Unlink Actions Views b Y Search O 4 Edit ID Type Related Approval To Teci Approver Approval Status i 99 Approval Template Contracts Legal Team Pending Approval Required fields are marked by a red asterisk These include the Workflow Title and the Contract Types Based on the choice of table in the Related To field there may options further specify to which business processes the workflow applies Each workflow may have a Workflow Type of Parallel or Sequential lf a workflow is Parallel the required Approvals must be specified When the workflow is selected for use in an approval process the system automatically generates required Approval forms using the approval templates specified New required approval templates are created directly from within the related table by hitting the New button If a workflow is Sequential the steps for the workflow must be specified Unlike parallel workflows the system does not generate the entire set of required approval records upfront Instead the system generates an Approval record after a decision is made in each step of the sequential process New steps can be created directly from within the related table by hitting the New button For more information on Steps see the section titled Steps Table The records currently using an approval workflow are displayed
103. ct All contracts are created with a default Status of Draft The contract Status is changed automatically by the system at appropriate places in the workflow however users in the Admin group may manually override the Status if necessary Information about the contract requester company involved and locations the contract covers may be added by clicking the Lookup Icon next to those fields If a desired Requester Company or Location does not exist a record must first be created in order to link it to the Contract The Create and Attach button at the bottom of the first record tab generates an MS Word copy of the current contract using a template and automatically attaches the file into the Contract Files field Attached Contract Files Contract Files Attach Manage Create and Attach 1 Western Digital SL4 233 docx Inbound Contract Files Attach Manage No Files Attached Notes relevant to the contract process are entered into the three notes fields on the Notes and Approvals tab The Notes To From Party Contacts is used for messages with the contract party The Send Notes to Outside Party button sends the latest note contents to the contract party The Approval Notes field is used for notes pertaining to the approval process The Ongoing Notes field is used for any other notes that apply to the contract 57 Notes to from Contract Party Notes To From Party Contacts send Notes to Outside Party Sent to Party By A
104. ct tables They have some access to Product Quoted Quote Tasks Teams Time Entry People End User and People Employee tables Guest End user This group may be used in hyperlinks to allow creation of new requests of any kind such as leads users Incidents without seeing the rest of the user interface Anonymous Staff This group is used to enable unregistered users to click on an email hyperlink sent in an outbound email to be able to edit that record It is used in conjunction with the Anonymous user If all your users reside in the system you will not need this group TEAMS Teams serve a different purpose for customers end users and for staff users For end users unless you a need to provide multiple branded interfaces to different sets of users or b expect your end users to access the system in multiple languages it is simplest to put them all in one team with the word customer in the title such as Customer Team or Internal Customer Team If you need to provide a custom look and feel and customer branding to different sets of users then you will need a separate customer team to go with each look and feel scheme Teams can also be associated with a different default language so it would make sense to have language based customer teams if you were planning to run the program in a multi lingual environment For staff users teams are used to identify the functional units to whom records may be assigned You will want a sta
105. cting a service category When the service is selected the user will see a description of the service and any special instructions for that service The service will also define the default number of approvals needed Users in the appropriate groups may be given permission to change the number of approvals needed for a particular change When a technician creates the CR he may choose an assigned team and assigned person from the drop down fields on the Work Notes tab If he does not choose the team when the record is saved the assigned team will be auto populated based on the logic described below New CRs are created in the Status of Open by default During creation a technician may change the Status to Pending Approval to reflect that the Change Request is ready to begin the approval process Automatic Assignment of New Requests When a new Change Request is saved it is automatically assigned to a team based on the values in three fields pulled from other tables Rule CR All Creation Actions Action Assign Change Request The related service has a Responsible Team associated with it and a field called Give Service Team Priority over Cl Team with a Yes No value If a Configuration Item was identified for the request then there is also a Cl Responsible Team field that will be populated in the CR The current assignment logic is if the Assigned Team is empty when created and the Change Request involves a specific configuration item Cl
106. d Purpose This handles any actions that should occur as a result of approvals and rejections Runs When edited by web email or API Search filter R Total Number of Approvals or Rejections Changed 130 Priority 5 Actions l All Approval Actions if Total Number of Approvals amp Rejections total number_of_approvals if Total Number of Rejections 1 Set Status to Draft Email Submitter Document Requires Update Set Approval Records to Requires Reapproval t else Set Status to Ready for Publication Email Submitter Document Ready for Publication Email Doc Mgmt Team Document Ready for Pub Edit All Edit Validations Purpose This handles any validations for record edits Runs When edited by web or email Search filter None Priority 5 Actions l All Edit Validations if Status Pending Approval and Requires Approval Yes and Number of Potential Reviewers 1 Must Provide Potential Approvers FORMATTING FOR ACTION BUTTONS Submit for Review Purpose This button will change the status of the record to Pending Review and save the record Visibility Only visible when Status is Draft or Retired Submit for Approval Purpose This button will change the status of the record to Pending Approval following validation set Last Document ID field in Employee record and save the record Visibility Only visible when Status is Pending Review Cancel Purpose This button will change the s
107. d By Approver Primary Link to selected Person who changes the approval Team Approver Teams fields from other status to approved or rejected table People Allow multiple values No Allow entries not 84 ee a Link to selected fields from other table People Allow multiple Approver Contract Approval Action Contract Assigned Team Contract Company Name Contract Amount Contract Description Contract Files Contract Start Date Contract Title Contract ID Contract Owner Contract Requester Email Contract Requester Name Contract Workflow Created By Creator Login Creator Team Filtered to person on the Approval Team values No Allow entries not in source table No Choice Mapped via conversion for Source Sequential Approvals visible only if Source is Sequential Used by rule to set the Approval Status Link to selected fields from other table Contracts Allow multiple values No Allow entries not in source table No Link to selected fields from other table People Allow multiple values No Allow entries not in source table No Date Approved Rejected Date Time Date the Approval Status field was set to Approved or Rejected Document ID Document Status Document Title Document Type Document Subtype Document Priority Document Description Document Purpose Document Access Document Audience Document Source Files Documents Linked set for Document requiring approval Visible only if Rel
108. d Choice Yes No Supervisor sets this field when approving rejecting rule then sets status Supervisor Approver Link to selected fields in User Default User who changed the Supervisor Email Email Full Name Approved field to any value Supervisor Approved Rejected By Team Leader Link to selected fields in Team Assigned Team Total Item Cost Calculation on Multiple Linked Sum of Unit Price of Requested Items Records RULES AND ACTIONS Rule Purchase Request New Request Actions Condition and Schedule When a Purchase Request is Created by Web Priority 1 l Validation for New Requests if Supervisor Approved Yes and Created By Sapproved_rejected_by0 Only Supervisor Can Approve l New Purchase Request Actions 175 Email Requestor about new Purchase Request Email Purchasing Team aboue new Purchase Request Email Supervisor that PR requires approval if Supervisor Approved Yes Set Status to Supervisor Approved Rule Purchase Request Edit Validation Actions l Actions Based on Edit Validations if Status Approved by Procurement and Supervisor Approved NULL or Procurement Group Approved MULL Validate Approved Status Change if Status changed from any value to Rejected by Procurement last users modification and Additional Notes not changed last users modification Validate Additional Notes existfor Not Approved request Rule Purchase Request All Staff Edits
109. d Oct 15 2013 14 52 Approved Rejected By Dick Admin Approval Notes Approval Running Notes Contract Details Contract Company Name Apple Computers Contract Owner Robert Barash Contract Title Hosted service subscription for one year 0 Contract Description For 20 users of our SAAS service Price increase of 2000 over last contract Contract Requester Name Chuck Eisner Contract Requester Email example3m example com Contract Start Date Oct 01 2013 Contract Amount 22 000 Contract Files 1 Apple Computers SLA 41 docx O Save Cancel Notes regarding the approval or rejection are entered into the Approval Notes field and are displayed under the Approval Running Notes section after being saved For information on how approval records are generation refer to the Contracts Table Staff Use Case section above Approval Template Records Approval templates may be created by users in the Admin and Contract Management groups Templates are used exclusively for parallel workflows 52 Approval Template Save J i Cancel ID 154 Template Details Approval Status Pending Approval ApprovalTeam Risk Team Save Cancel Details Workflows History Related To Contracts Approver Agiloft System A Each Approval Template contains information about which table the template is related to as well as the Approval Team The Approval Status field is manually set by th
110. d Users and Employees They are responsible for creating editing and approving contracts for customers or the company Contract Owner Staff This group has a subset of the permissions Contract Managers do They are responsible for Contracts assigned to them and have full permissions there but can only view Contracts that they did not create or were not assigned to They have all the other permissions necessary to allow them to use Contracts effectively Customer Staff Customer Manager unused relevant if providing external customer Manager support Customer managers can view all support cases for their own company Customer End user Unused unless providing external customer support Then this group is used for end user customers who can submit and view their own support cases Sales Staff This group is responsible for recording information regarding sales efforts to specific companies as well as Purchase Orders made They can also create and update Support Case records for the companies they represent They have full access to Company Contract Lead Opportunity and PO tables Partial access to Campaign Product Product Quoted Project Quote Support Case Tasks Teams Time Entry People End Users Marketing Staff This group is responsible for coordinating and recording information about marketing campaigns and providing quotes to prospective customers They have full access to Campaign Company Lead Opportunity and Produ
111. d and or permanent resolution technicians can use Start and Stop Clock buttons to track the time spent determining workarounds and solutions for this Problem If at any time during the root cause diagnosis or determination of the proper solution staff need more information from a separate process such as Incident details from first level support the Problem record may be placed in a state of Pending More Information If a Problem is deemed too risky or of lower priority than more imminent issues it may be put in a status of Deferred to reflect no ongoing diagnosis or pending changes Solution 30 In most cases where a Problem s root cause deals with a Configuration Item a Change Request will be submitted to make the appropriate fixes to the Configuration Item Change Requests are creatable directly from the Problem record instantly linking them While a problem is waiting for a Change Request it can be put in the status of Pending Change If the Change Request linked to a Problem is closed the system will send an email notification to the problem assignee so that the individual can take additional steps to close the Problem record if it was pending change for resolution A problem whose root cause is known but for which there is no permanent resolution is considered a Known Error Known Errors should have Workarounds to allow Incident Management to restore service as quickly as possible The Update Incident with Workaround button
112. d within the Contract values and whose Used in is Contract Allow entries not in source table No Contract Term in Months Integer Default 12 Contract Title Short Text Brief name of contract n Action button Action button Create and Attach Contract Create Related Contract Product Support and Upgrades Software License Subscription Service Parts only Contract Service Contract NDA Partner Agreement Other On click when Contract is for Product Support and Upgrades runs an attached record action to create and Support Contract template If the Contract is for Subscription Service or Service Contract runs an attached record action to attach an SLA template Visible only when Contract is for a Service Contract Subscription Service or Product Support and Upgrades Pop up description Use this button to create and attach a contract based on fields in this record This button creates a new contract mapping several of the fields and showing the new contract on the screen When the new contract is saved any assets linked to the old contract will be linked to the new one Visible only when the Status is Renewed Create Renewal Contract Action button rrr Current Approver Current Link to selected fields Strict link always update default value is 112 Approval Team Current Step ID from other table Steps the first step of the linked workflow Next Approver Next Approval Allow multiple Team Ne
113. day or by a different user he may click the New button on the Time spent table to submit a time entry directly and change the date or Done by field All time entered is totaled in the All Time Spent field which can be used in reporting or billing Note that this same time entry methodology is used in the Service Request Problem Change Request and Task tables Customer Updates If the customer updates the Incident at any point an email notifies the assigned person or assigned team if no assigned person of the update When the customer replies to the email or edits an Incident in a status of Pending Customer the status changes to Updated by Customer Rule Incident Customer Update Actions Action Submitter Update Actions and an email notifies the assigned person or the assigned team if assigned person is empty that the customer has replied The customer is able to update the Additional Information field directly and any email reply from the customer is mapped to that same field The closing email to customers includes a hotlink back to the record if they wish to reopen it and instructs them to explain why they are not satisfied with the solution Clicking the hotlink will 26 automatically change the I Would Like To Reopen My Incident field to Yes which in turn sets the Status of the Incident to Reopened and notifies the assigned person Rule Incident Customer Update Actions Action Submitter Update Actions WORKFLOW
114. e End User Record Submission Technician Record Submission Automatic Assignment of New Requests Automatic Emails Sent upon Submission Processing of Records Parent Child Visibility Reporting Time Spent Workflow Fields Ownership Reporting and Statistics Forward Schedule of Change Accomplished Change CONFIGURATION ITEMS TABLE Use Case Configuration Item Creation Record Creation Ownership Processing of Records Workflow Fields PURCHASE REQUESTS TABLE Overview Example Use case Relationship Diagram Record Creation Processing of Records Workflow Ownership Fields ITEMS REQUESTED TABLE Use case Relationship Diagram Workflow Record Creation Processing of Records Ownership Fields Default Layout ITEMS TABLE Use case Record Creation Processing of Records Workflow Ownership Fields BACKGROUND TABLES COMPANIES TABLE Use Case Ownership PEOPLE TABLE EMPLOYEES AND END USERS SUB TABLES Use Case CALENDARS TABLE Special Use Case EUI TEMPLATES TABLE Special Use Case EUI and Documents Table ADDITIONAL FUNCTIONS APPROVALS TABLE AND APPROVAL TEMPLATES SUBTABLE Use Case Approval Records for Documents Other Approval Records Approval Template Records Ownership Workflow Reports CONTRACT MANAGEMENT TABLES Contracts Table Staff Use Case Ownership Workflow Reports Insurance Certificates Table Use Case Ownership Workflows Table Use Case Ownership Steps Table Use Case Workflow Ownership DOCUMEN
115. e Assigned Team Allow multiple values No Allow entries not in source table No Assigned Team Link to selected fields Filtered to teams whose Show in toolbar field from other includes Task No default value value list display table Teams Visible only if Assign Based on has a value of Assigned Allow multiple Team in Task Template values No Allow entries not in source table No 203 Attached Files File with Versioning allows multiple files to be converted no versioning or ocr Last Project ID text Short Text Last SR ID Link to single field from other table Service Requests Allow multiple values No Allow entries not in source table No Last SR ID Text Short Text Latest Project ID Link to selected fields Latest Project from other Manager Latest table Projects Project Status Allow multiple values No Allow entries not in source table No Latest Task ID Link to selected fields Mapped automatically from a completed task when from other the next task templates are updated so that it can table Tasks be used in the conversion that creates the next task as Allow multiple the preceding task id in the newly created tasks values No Allow entries not in source table No Number of Working Floating Point default 18 for two working days of 9 hours Hours to Due Date Preceding Template Link to selected fields ID Preceding from other table Task Template Name Templates Allow multiple values No Allow entries n
116. e IDI lt NWULL Set Next Template IDs if Assigned Person NULL set Assigned Person to person who closed Hi if Alert Color Red Set Alert Color to Default if Project Managerl NWULL and Project Manager Supdated by Email PM when task is closed or cancelled TB Disabled Notify of upcoming task Purpose Notifies appropriate parties of pending tasks Runs Daily Search Filter R Upcoming Tasks Priority 3 Actions l Notify assigned person or team of due date if Assigned Person NWULL Notify Assignee of Pending Activity telse Email Assigned Team of Pending Due Date FORMATTING FOR ACTION BUTTONS Add Time Purpose Validates that Time Spent has a value then converts Time Spent and Time Description to a Time Entry and blanks out those fields On Click Save record then execute action Action 202 l Add Time if Time Spent NULL Time spent must not be blank else Convert to Time Entry Set Time Spent and Time Description to Blank Set Date Done Purpose Sets the Date Done field to current date time On Click Execute action Visibility Status is Done Action U Set Date Done to Now Updated Field Date Done Updated Value NOW TASK TEMPLATES TABLE FIELDS Ee a Converted a Assigned Person Link to single field Visible only if Assign Based on has a value of Assigned from other Team in Task Template filtered to people on the table Peopl
117. e Request Purchase Request Item Requested Item Requested Record Creation Purchase Requests are creatable by internal customers from the End User Interface or by members of the Purchasing team on behalf of other users Upon creation a rule sends emails to the Requestor the Requestor s Supervisor and the Purchasing Team notifying them of the new Purchase Request Processing of Records Once created Purchase Requests follow a two stage approval process The creation emails sent to the Requestor s Manager and the Purchasing Team lets them know that their approval is required and provides a link in the email to edit the record A supervisor can edit the Supervisor Approved field to yes or no and the Purchasing Team edits the Procurement Group Approved field to yes or no Rules validate these changes and move the Purchase Request to the appropriate status such as Supervisor Approved when the supervisor changes the field to Yes Once fully approved Purchase Requests are Ordered Received and Fulfilled Ordered and Received are used if the requested items are not immediately available and changing the All Items Received field to Yes will move the request into the status of Received Purchase Requests can move to a Status of Fulfilled any time after approval WORKFLOW 42 Pending Approval m Supervisar C _ Ea Approved by f Procurement Supervisar Rejected by Ordered gt Received gt Fulfilled Rejected Procureme
118. e Steps to Reproduce field The case is assigned by default to the Support Team and the default status is Open Technician Record Submission Staff members may also submit support cases on behalf of a customer associating the customer with the case If an internal staff user creates a case he may assign it directly to an individual or a team other than the Support Team and may set its starting status to Open Assigned or Closed When the record is created emails are sent to the customer acknowledging receipt of the support case and to the assigned team or person telling them the case has been assigned to them If a Support Staff technician creates a record in a status of Closed an email is sent to the customer telling them how to reopen their case Workflow actions send these emails automatically but staff users can override them if given permission to override workflow actions Processing of Records When a technician works on a case if he needs more information from the customer in order to take further action he can set the status to Sent to Customer This will automatically send an email to the customer requesting further information and include the content of the Additional Notes field an append only field that is used to communicate with the customer The email includes a hyperlink for the customer to click to login to edit the case directly When the customer edits the case or replies to the email the status changes to Updated
119. e approver in parallel workflows it is automatically updated through an Action Button in sequential workflows The Approver field is used by the system in the triggered conversion Each Approval Template may be used in multiple parallel workflows within a table The Workflows tab displays all the workflows in which the current approval template is being used amp Approval Template Save Cancel Details Workflows History ID 151 Used in Workflows Status 2 record s found 1 pages Click here to re count records unlink Edit ID Usedin Workflow Title Contract Party Types x 8 Contracts Contract Mgr and Vendor Customer z Legal parallel Partner Other approvals Employee Ei 1 Contracts AIl parties 4 parallel Vendor Customer wirisk and compliance Parner Other Employee Save Cancel OWNERSHIP seni Search O v Workflow Number Contract Types Type of Steps Product Support and Upgrades Software License Subscription Parallel 0 Service Non Disclosure Agreement Partner Agreement Other Parts only Contract Service Contract Goods and Services Product Support and Upgrades Software License Other Service Parallel 0 Contract Goods and Services Approval records and Approval Template records in this table are owned by the user that creates them Specifically a record is owned by the user whose Login matches the Creator Login field WORKFLOW 53 The Approvals Table and
120. e requests A service request SR is created when an internal customer needs a new service a standard pre approved change to an existing service a password reset or some other kind of assistance or information When the user needs to report an interruption in service or a problem with an existing service an Incident should be created instead We have chosen to separate service requests from incidents because these two kinds of request have rather different workflows and resolution criteria An incident may often require the generation of a Problem and a Change Request while Service Requests will generally be self sufficient and relatively quick to resolve The easy way to distinguish Service Requests from Incidents is to recognize that Service Requests are the kinds of things you will choose from a service catalog such as application assistance password resets new employee setup documentation or copying services and so on If a user creates a Service Request when he should have created an Incident the technician may click a button in the SR form to easily convert that Service Request into an Incident and have all the fields mapped appropriately The Service Request table uses the same choice list of service categories as that used in the services table A user creating a service request chooses the category of service from a drop down and then sees all the active services that belong to that category in a second drop down list The defau
121. e service from the service catalog once in the record or it may be set up to offer users a set of hotlinks to create requests for specific services without them needing to know what table will be used to store and process the requests until after they have created them The separation of requests into these tables makes maintenance and processing simpler than if they were all in a single table since the fields form layouts access permissions workflows and rules can be specific to the needs of the particular request type The orange arrows in the diagram above show the predefined conversion paths a request may easily take if a technician believes it is appropriate a service request can with a click of a button generate an Incident or a Change Request or can be linked to existing incidents or changes Likewise an Incident can generate or link to an existing Problem while a Problem can generate or link to a Change Request A Problem may be related to multiple Incidents and a Change Request may be related to multiple Problems Service Requests and through Problems Incidents Naturally there are relationships within each of these tables to Users Teams Configuration Items and other essential components of the system SERVICE CATALOG SERVICES TABLE The Services table is the source for the ITIL Service Catalog It holds a record for each service that may be offered to end users through the service catalog All services offered by t
122. ed fields in Item Item Name Type of Item Unit Price CI Class Require Supervisor Approval Service Categories Link to selected fields in Cl Cl Name Description Manufacturer Model Link to selected fields in Purchase Request ID PO Number Requestor Name Requestor Login Status Type of Purchase Integer FORMATTING FOR ACTION BUTTONS Assign to User Text hyperlink Assign to Requestor Execute Action Assign to User Linked Update of Cl Then Open Record for Edit Do not update Filter by Saved Search Active Active Filter by Saved Search F In Stock Cls AND Field Match Cl Class Type of Item Linked Purchase Request If creating the Item Requested from a Purchase Request embedded table these fields will auto populate with that Purchase Request s information Hidden by default to maintain link to Cl Required Default value 1 Input box 3 chars wide without a comma Total Cost Currency Hidden by default Round display to 2 decimal digits Purpose Update Configuration Item record with appropriate data On Click Execute action then save record and open for editing Action L Assign to User linked update of Cl Chain Item Requested Cl Name gt Configuration Item 145 Linked Action U Copy Req Login to Cl User Login U Copy Req Login to Cl User Login Update S Updated Fields Ownership Status User Login Update Status and Ownership tatus and Ownership
123. ed within SLA Choice Yes No Visible if Status Closed or Reopened Default value is Yes It is set to No by a rule if the total hours to close is greater than the appropriate hours to close for the criticality and the service defined by linked service and priority Spawning Incident ID Long integer field System field used to create link to related incident Staff Only Working Notes Append Only Text Field hidden from end users that can be used for running notes on work done to fulfill the SR Standard Solution Choice Yes No Visible only if Status Closed or Reopened defines a set of requests that can be looked up and imported into the solution field using the lookup next to that field Workflow Set by the workflow editor Submitter Name Submitter Link to Contacts Strict link to user of system defaulting to Team Submitter Phone the user who creates the record Staff Submitter Email Submitter users can populate with a different user Department Submitter Cell if taking a call Phone Submitter Login Submitter Manager Summary Short Text 90 Required brief description of the service needed Tasks Related Table Tasks Visible if Additional Fields to Show contains Tasks Table Time Description short text 255 To describe a particular time entry and what was done Time Spent Elapsed Time For technicians to enter time spent working on the problem When saved the SR will automatically convert that 185 Total Hours
124. ee record of the Project Manager Project records are divided into two broad categories Internal and Client Related These categories are further divided by type The tasks that are automatically generated by a project depend on the type selected For each Project type there are task templates that list the tasks that get automatically generated The exact selection of tasks that will be generated can be specified on the Tasks tab of the Project record Ad hoc tasks can also be created using an action button on that tab Additional fields are 75 visible when a Project s Category is Client Related These fields hold information about customer contracts contact details and authorized hours Project Save Cancel project Details Contact Information Time Billing Tasks Emails History Project Manager Roger WinstonO Status Work In Progress ID 101 Project Category Client Related Project Type Client Professional Services Project Name server Support Company Agilott Project Details Project CCs Karen Sn eller O Project Description Provide support for Agilos purchased servers Internal Project Notes Estimated Hours Contract Approved by p Date Contract Approved Jan 17 2014 oo 00 KO ustomer Next Milestone Date Target Completion Date Attached Documents Attached Documents Attach Manage Attached Contract Attach Manage No Files Attached Mo Files Attached Main tab of Project
125. efaults to New User Converted Dead Tracks lead status mapped from Lead during conversion Tasks History Linked data from Tasks table Tracks activities such as User demos or onsite visits given to the contact Teams Link to single field from other table For tracking Teams that User Team Team Name the contact belongs to Short Text Contact s job title User Twitter Screen Short Text Name Type of Contact Choice Prospect Customer Partner Reseller Media Vendor Employee Links to the Employee responsible for sales and marketing to this Contact Defaults to Customer User Tracks the type of Contact Analyst Investor Other in more detail than 158 a S Updated By Link to selected fields from Contact table Automatically populated User Updater Team Full Name when the record is edited Use as Choice Yes No Flag a contact as a good User Reference business reference Displays all the Tasks the Employee has worked on Activity History Link to Task Table Employee Department Link to selected fields from other table For tracking Employee s Employee Department outside of Team membership Name Department Department ID Department Manager Email Pager Email Pager Email address for an Employee emergency pager or similar Employment Choice Active Inactive Defaults to Active Employee Statu For tracking status Ends Work at Time Defaults to 17 00 00 Employee For tracking Employee work hours Helpdesk Cases L
126. eleted 207 Runs On Edit Saved Search R Sequential Number of Pending Contracts Just Changed Actions l Status Update if Number of Contracts in Draft or Pending Approval 1 and Status In Use Set Status to In Use if Workflow Type Sequential Set Linked Steps to UnDeleteable t else if Number of Contracts in Draft or Pending Approval 0 or Number of Contracts in Draft or Pending Approval NULL and Status In Use set Status to Available if Workflow Type Sequential Set Linked Steps to Deletable Edit Validations Sequential Workflow Prevent Status Change Purpose Prevent users from changing Status while workflow is In Use Runs Edits by web Saved Search R Workflow type is sequential Actions l Edit Validations if Status changed from In Use to Available last user s modification Cannot change from In Use if currently used 208
127. en a contract cycles through an approval process 88 Runs Upon edits by Web Search Filter R Status changed from Rejected to Requires Reapproval Priority 20 Actions U Set Status to Rejected Updated Field Approval Status Updated Value Rejected APPROVAL TEMPLATES RULES AND ACTIONS The Approval Templates subtable has the following rules set up Edit Approval Record Creation Purpose This rule handles the creation of an approval record from an approval template when the relevant parallel approval workflow is selected Runs Upon edits by Web or API Search Filter LF Last Contract ID just changed Priority 1 Actions C Create Approval Record Convert to Approval Table Options Silently with no confirmation do not report errors in GUI CALENDARS TABLE FIELDS Required fields are denoted by an next to the field label Description Short Text A short title or description Elapsed Time Defaults to 0 days 0 hours 30 minutes For determining the length of the calendar event Start Time Date Time Defaults to the record creation date 89 oe Eee Linked Records Short Text When a Calendar record is created via the calendar icon from somewhere else creates a clickable one way link to the original record Notification Time Elapsed Time Defaults to 0 days O hours 15 minutes Determine when to send an email reminder Personal Invitations Link to single field from User table For inviting individu
128. er Storage Device Storage Array Software Application Windows Service Web Service Web Server Application Web Application Other Application Operating System Infrastructure Software Google Search Appliance Desktop Application Database Instance Database Application Application Server Server Virtual Machine Storage Management Server Java Server FTP Server Firewall File Server Email Server Directory Server 107 Printer Network Hardware Infrastructure Item Computer Peripheral Computer Scanner Network Printer Label Maker Individual Printer Fax Machine WAN Interface VPN Appliance Voice Gateway Virtual Machine Other Hardware Network Switch Network Appliance Network Adapter Monitoring Device Load Balancer KVM Switch IP Switch IP Router IP Network IP Device Web Site Web Service VPN Appliance Voice Gateway Virtual Private Network Virtual Machine Video Conferencing Rack Monitoring Device Load Balancer FTP Server Firewall File Server Cluster Video Card UPS Peripheral Other Other Hardware Mouse Monitor Modem Disk Drive Camera Bar Code Scanner Windows Workstation Virtual Machine Laptop Computer Desktop Computer 108 Communication Device Wi Fi Voice Gateway Video Conferencing PDA enabled Cell Phone Modem IP Conference Phone Fax Machine Desktop Phone Cell Phone RULES AND ACTIONS Create Child CR Runs on Edit by API Saved Search R Latest CR ID
129. er may select one of three actions in the Approval Action field e Approve and Route Forward to send the contract to the next approver in the sequence e Reject and Route Back one step to send the contract to the previous approver for changes 61 e Reject and Route to Beginning if the contract requires significant changes Contract Save Cancel Contract Details Notes and Approvals Renewal Details Assets Emails History Assigned Team Contract Manager EW Admin l Status Pending Approwal Cancel Contract Contract Party Type Vendor Contract Type Service Contract Workflow Title Vendor approval steps w compliance Approval Type Sequential Step 1 Notes to from Contract Party Notes To From Party Contacts Send Notes to Outside Party Sent to Party By Approval Notes Current Step Title Finance Team Review Step Number 2 Total Number of Steps Current Approval Team Finance Team Next Approwal Team Compliance Team Approval Action Choose one Review Completed Approval Notes Approvals Received status 1 record s found 1 pages Click here to re count records unlink Search O v 4 Approval Approved Rejected Date Edt ID Approval Team Status By Seeded A 126 Contract Manager Team Approved EW Admin Jun 20 2013 11 45 Once an Approval Action is selected the Review Completed button is hit The system automatically generates an audit trail of approval records under the Approvals
130. es to the Potential Reviewers field This field is a link to a single field Full Name with multiple values enabled in the Employee table displayed as multiple value box with a popup selection list and filtered to individuals belonging to the Document Reviewers team A search view will be provided to allow the Document Manager the ability to quickly see and sort on specific fields such as Department After selecting the appropriate reviewers the Document Manager will click a button to Submit for Approval or change the status of the record to Pending Approval When the record is saved an approval record is created for each of the reviewers through a conversion process from the reviewer s Employee record A linked record action will update the Last Document ID field in the Employee record The system will sense a change in this field and start the conversion of the Employee record to an Approval record The Approval record will be linked to the Document record through the mapping of Last Document ID field to the linked Document set in the Approval record Additional actions will prevent the creation of multiple approval records allowing additional reviewers to be added during the approval process When an approval record is created the reviewer is automatically notified that they have a document to review and approve The linked set from the Document record in the Approval record will include a hyperlink to the document using the view only source
131. esigned the system so that if a person has a problem with his printer it does not necessarily require the creation of an incident a problem and a change request just to get a new ink cartridge installed something that at least one competitor has defined as the correct ITIL process However if you want to follow this more extended process we have made it as easy as possible from any record a button can be clicked to create the related records and to map field values from your current record There are no duplicate text entries when creating problems change requests and incidents Since there are so many different ways of implementing ITIL this document is a detailed guide to how it has been implemented in the out of the box Agiloft ITIL KB We have pre built the complex relationships and functions that many companies may want while trying not to force too much complexity on those who may prefer a more nimble and efficient implementation This is a rather difficult balancing act and while we have done our best to get it right for the largest number of customers the real power of the system is in how easy it is to change it to adapt to your company s specific preferences and needs We will offer some guidance throughout this document to where to go to make changes to the critical relationships and behavior to suit your needs GROUPS AND TEAMS A first step in defining your processes and customizing the system is to consider the dif
132. event records displayed in the Calendar block in the left pane or using a normal table view Special Use Case The Calendar table is a special table used in the Staff interface Calendar pane feature Records in this table display as events in the Calendars for the individuals and groups that they reference Calendar 48 records are mostly static and do not have any default associated workflow rules email setup saved searches or charts The Calendar pane is only available to Staff users and cannot be made available to End Users By default only members of the Admin Professional Services and Support Staff groups may create Calendar records and Professional Services and Support Staff may only view their own No other groups have access to view Calendar entries by default so other staff groups using the Calendar pane must be individually activated or given view and edit permissions Records in this table are owned by their creators and are linked to the creator s login EUI TEMPLATES TABLE Purpose This table contains HTML files used in creating a customized End User portal It has sample files that can be used and you may create your own html files and upload the html content to records in this table to serve up the pages Special Use Case The EUI Template table is a special table used for storing HTML files used in changing the presentation of the Agiloft end user interface Since these files undergo little or no change d
133. ferent sets of users who will be using the application and what kinds of access they will need Users in Agiloft belong simultaneously to both groups and teams A user can belong to multiple groups receiving the superset of those groups permissions and to a primary team with additional teams A user s access to the system the tables and tabs he sees the records he sees the fields he sees the records he can create and edit and the menu actions he can perform depends on his group memberships While you can create as many groups as you need it is preferable from a maintenance perspective to keep the number of groups small A user s primary team determines what look and feel scheme he sees so you can have customers on different teams actually seeing a differently branded interface with different logos and colors Staff Teams are generally used to define functional groups to whom tickets will be assigned and emails sent In brief groups determine the content of what members see End user teams determine look and feel while staff teams define working units This section describes the different sets of users and the default breakdown of users into groups and teams TERMINOLOGY A note about terminology We use the term end user to mean users who access the system through the end user interface a simplified interface that allows them to create records of any kind view any records made available to them edit records defined as their
134. ff team for each assignment group sometimes called a Queue Teams can be hierarchical so you may set up a hierarchy such that you can send an email to a mid level team and the members of its subteams will receive the email Users have one primary team which defines the look and feel they see and their default table views They can be members of as many additional teams as needed so they are cc d on emails and included in the assignment list for items assignable to those teams TEAMS TABLE IS SPECIAL The Teams table is a system table with some special hard coded fields such as the Working Hours and language fields the team name label description Team Leader and some screen refresh options It also has some custom fields that can be modified and you can add your own custom fields to the teams table to manage any other information associated with your teams If you edit the teams table setup you will only be able to modify the custom fields and their layout options Creating new teams and accessing all of their attributes is done through the Setup Access Manage Teams screen Editing just the custom fields and adding users may also be done through the Teams tab on the left toolbar MANAGING TEAM MEMBERSHIP Team membership is controlled by two fields in the user record that are linked to the Teams Table Primary Team single choice and Teams multi choice We recommend adding a user s Primary Team to the multi choice Teams field alon
135. ficate expiration date Used in a time based rule that controls the certificate status change No Default Required Other Type Short Text Max Length 70 Display 40 x 1 Conditional Visibility Type of Certificate Other Used to indicate the type of certificate if it does not match a choice on the drop 142 ace o Status Choice Choice List Insurance Cert Statuses Default Valid Type of Certificate Choice Choice List Type of Certificate When Type Other a short text field becomes visible to fill a type not listed RULES AND ACTIONS TB Disabled Demo Data Date Updates Purpose Keeps Demo Data updated with correct dates so reports work correctly Runs Every month on the 1 at 2 AM Priority 1 Saved Search Demo Data Action U Update Demo Dates Updated Fields Date Created Expiration Date Updated Values Sdate_created 1 MONTHS Sexpiration date 1 MONTHS TB Handle Insurance Certificate Expiration Disabled by Default Purpose Sets the status to Expired for contracts that were Active and past their expiration dates and catches any other contracts past expiration and sets their status to Inactive Runs Every 2 days at 2 AM Saved Search Valid Certificates Expiring Today Actions l Handle Certs Expiring Today if Contract Status Active Set Status to Expired Email Contract Manager of expired certificate telse Set Status to Inactive 143 TB Notify Contract Manager Tea
136. g Hours to Due Date else if Date Due NULL Set Date Due to Now 2 Days if Related to Project if Template Assign ed On Project Manager Set Assigned Team to PM Primary Team and Assigned Person to PM if Source Template IDI NULL and Template Number of Hours to Due Date 0 Set Due Date to Date Created plus Number of Working Hours to Due Date 4 checking that it started from a template prevents ovenwiting of manually entered due date entered when ad hoc task is created without a template Refresh task calculation fields in project l Email Assignees About New Task if Assigned Person NWULL Email Assigned Person New Task t else if Assigned Team NWULL Email Assigned Team New Task Edit Trigger next tasks when completed Purpose Updates previous Task ID fields to begin automation for next tasks Runs Edit by API Search Filter R Status changed to Done or Cancelled Priority 20 Actions l Set Trigger in Next Templates if Next Template IDs NULL Push Project Fields to next templates Edit Actions when closing or cancelling a task 201 Purpose Performs cleanup of Alert Color Assigned Person Next Template IDs and emails Project manager that project has closed or cancelled Runs On Edit by Email or Web Search Filter R Status changed to Done or Cancelled Priority 2 Actions l Edit actions when closing or cancelling if Status Done and Source Templat
137. g with any additional teams This way a user s entire team membership can be found in a single field which makes searching and filtering easier When you initially import users into the system you can import their primary team and teams values with multiple values separated by with no spaces Once users are in the system you may update team membership by editing specific users or by editing the team through the Teams tab and looking up and importing users for the embedded Primary Team Members or Team Members tables shown for the Team Looking up and selecting a user for either of these tables changes the linked field in the user s own user record to point to this team DEFAULT TEAMS The teams shown below have been set up as the default teams for the application You can delete any teams you do not need and you can rename any team to match your own company s naming 5 conventions You can of course also create any additional teams you need This is best done by going to Setup Access Manage Teams and either editing a team or creating a new one there Project Manager Project Manager Team Team Document People who have been identified to review documents Reviewers Team Document Team for Document Management Management Team Contract Owner For staff contract owners buyers Team Document Creator Document Creator Team for internal end users If using external users then Team change the parent team Facilities Team Facilities
138. ge Request While a Problem may stay open until the Change is implemented often a workaround is found to resolve the interruption in service for the customer The system is set up to make it easy to generate and relate Incidents Problems and Changes and to quickly and automatically propagate workarounds from problems into all related Incidents 22 amp Incident Save v Cancel Details Work Status Related Records Time Emails History ID 89 Status Assigned Summary My Mailbox is Full Cannot Recieve Email Assigned Team 1st Level Support Team AssignedPerson Roger Winston Submitter Information Submitter Name O Submitter Login system Submitter Email Submitter Phone Submitter Deparment Submitter Team Admin Team Incident Information If taking a call from a customer change this field to Telephone Incident Reported via Web Impact Affects Single User Urgency Critical Priority High m having a problem with Choose one Flease describe the problem in as much detail as possible providing the steps to reproduce it if any Description People sending me email are getting a message saying my inbox is full have not goten email since 3pm yesterday Attached Files Attach Manage Solution Files Attach Manage No Files Attached No Files Attached Configuration Item Information Problem Cl Identified a Yes a Mo Save Cancel USE CASE Incide
139. ger Team Internal Contract Owner Jared Smith Status Renewal Type Notify staff to renew Workflow Title Contract Mgr and Legal parallel approvals Approval Type Parallel Submit for Approval The Approval Type is automatically set by the system To submit a contract for approval select the correct Workflow Title from the drop down provided and hit the Submit for Approval button This updates the Status of the contract from Draft or Pending Contract Manager to Pending Approval and starts the approval process Contract Save Cancel Contract Details Notes and Approvals Related Contracts Renewall Insurance Assets Record Type Amendment Parent Contract ID 143 0 Assigned Team Contract Manager Team Internal Contract Owner Jared Smith Status Draft Renewal Type Notify staff to renew Contract Pary Type Customer Coantract Type Subscription Service Workflow Title Contract Mar and Legal parallel approvals Approval Type Farallel Submit for Approval There are two possible Approval Types e Parallel e Sequential If an approval workflow has an Approval Type of Parallel the system automatically generates the approvals required according to the information specified in the selected workflow The approval records for each contract appear in the Notes and Approvals tab under the Approvals Required subsection 60 Contract Save Cancel
140. gn Purchased List Partner Referral Customer Referral Employee referral Other Choice Qualify Send literature Confirm For tracking the next User available budget Identify decision logical step in the sales makers Create Opportunity Schedule process Presentation or site visit Give Online Demo Give Onsite Demo Provide Proposal Negotiate Price Follow up Closed Dead Next Action Date Time Reminder for the next User Due action s logical due date Open Tasks Linked data from another table For tracking associated User sales or marketing 157 activities that have not yet been completed Opportunities Link to selected fields from other table For tracking Opportunities User Opportunity Company Opportunity connected with this Name Contact s company Multi Choice checkbox Do not email me Opt out of email Primary Team Link to single field from Team table Team Lists contact s primary User Name team Quotes Related table Lists Quotes for this User contact Rating Choice Active Hot Warm Cold For tracking contact s User interest level Reference as of Date Auto populated set to the User date that Use as Reference was set to yes Related To Choice Used in conversion User process Default Documents Rep Phone Link to selected fields from other table User Rep Email Employee Direct Phone Email Full Name Account Rep Primary Team Sales Rep Team Status Choice New In Progress Qualified and D
141. he contract owner in case of rejection or to the next assigned team otherwise Send Back for Reapproval Action button Validates that notes are added then sets Step ID and Status to Start Step ID and Pending Approval or Requires Reapproval as necessary Emails Current Approval Team of reapproval Send Contract to Party Action button Validates that notes are provided to Party and that party email exists then emails notes to party Person who clicks the Send to Contract Link to selected fields from other Sent to Party By Party button Updated by the action button Used to know who to notify if the contract party replies table People Allow multiple values No Allow entries not in source table No Show Approval Steps Choice This field is set by a rule to Yes when the status is Pending Approval and when the workflow is sequential Otherwise it is set to No It is the parent for visibility of the Current Step fields and the workflow graphic and the Approval Action and Review Completed Button Fin i Subcontracts Related Table Conditional Visibility Record Type Contracts Master Contract filtered to records whose Record Type Subcontract Submit for Approval Action button On click sets the User Status to Pending Approval then saves and closes the record Visible only if Status equals Draft Submit for Review Action button Emails Contract Manager Team of New Contract then sets Status to Pending Contract Manager
142. he CR type of the current CR Independent Child or Parent The options for this field change based on the value given in the Related to field If CR Type is Parent the Related Change Request s section will show a related table of linked Child Change Requests and an action button labeled Spawn Child CR which will create a new CR linked to the current record and put it in the related table If the CR Type is Child the Related Change Request s section will show a set of linked fields to a single Parent CR record No additional fields are shown if CR Type is set to Independent Reporting Time Spent Technician users may easily report the time they spend on handling change requests There are two fields and an action button Time Spent Time Description and Add Time on the Work Notes tab of the layout Entering values there will automatically create a new time entry record when the Add Time button is clicked The time entry will show the work done by the technician and on the current date 37 7 Change Request f Save Cancel Details Approvals Work Notes Related Records Time Emails History ID Ta Urgency of Change e Normal _ Emergency Status Open e ChangeCategory Critical 3 Change Summary My whole office building cant connect to the internet Time Entries Time Spent Ml J Time Description All Time Entries All Time Entries status No records New Unlink Views d amp b 7
143. he Incident may be automatically updated from the Problem record when a workaround or solution to the Problem is identified Within the Problem record a button may be pressed to copy the workaround for the problem into all related Incidents set the Status of the Incident to Workaround Provided and email the customer and assigned rep Another button may be pressed to populate the Problem s Solution into the related Incidents set their Status to Closed and email the customers Reporting Time Spent Technician users may easily report the time they spend on handling Incidents There are two fields and an action button for this purpose Time Spent Time Description and Add Time on the Working Notes tab of the layout Entering values there will automatically create a new time entry record when the Add Time button is clicked The time entry will show the work done by the technician and the current date 25 Incident d Save Cancel Details Work Status Related Records Time Emails History ID a8 Status Open Summary A server Caught on Fire Assigned Team 1st Level Support Team Assigned Person Time Entries Time Spent H Ml f Add Time Time Description All Time Entries Status No records New Unlink Views d All Time Spent Save Cancel All the time entries for a request can be seen on the Time tab as well If a technician needs to report time that was spent on a different
144. he approval process is only necessary for the Parent CR and when the parent CR s Status is changed to Approved all Child CRs of that parent are automatically set to Approved so that work can begin If the Parent CR Status is set to Rejected the Child CR s are likewise automatically set to the same Status This method is based on two principal fields the Related to field and the CR Type field 34 Relatedto Other Configuration Item Parent of change to multiple Cls Project Related to has possible values of Configuration Item Parent of change to multiple Cls Project and Other The CR Type field has possible values of Independent Parent and Child with Independent the default value If the Related to field is set to Parent of change to multiple Cl s then the CR Type field is automatically set to Parent and a multi value linked field called Cl s for Child CR s is made visible This allows the user to look up multiple Cl s and import them into that field to indicate that a child CR should be created for each one When the record is saved and that field has changed a Child CR is automatically created for each Cl copying most of the main fields from the parent CR but prefixing the Change Summary with the words Child of the parent change summary These Child CR s once created are then displayed in the embedded table within the Parent for tracking of their progress These new reques
145. he deletion of a step when a workflow is in use Default Deletable Step Number Minimum 1 Maximum 10 Required Step Title Short Text Required maximum 90 display 45 plain text summary field Total Steps in Workflow Calculation on Multiple Count on all Steps in the Workflow Linked Records Workflow Related To Workflow Link to selected fields Required strict link always update Status Workflow Title from other Workflow Type table Workflows Allow multiple values No Allow entries not in source table No 191 RULES AND ACTIONS Edit All Edit by Web Purpose Refreshes search for All Steps in this Workflow on the record Runs On edit Actions U Update All Steps Table Updated Field All Steps in this Workflow Updated Value Overwrite existing value with search MT Steps workflow title matches Contract Workflow Title choosing all records that match Create All Create Actions Set as Next Step in Previous Step Validate Number Purpose Keeps step indicator fields updated on creation automatically updates previous step with currently created step s ID if one does not already exist Runs On Creation by Web Actions U Update All Steps Table Updated Field All Steps in this Workflow Updated Value Overwrite existing value with search MT Steps workflow title matches Contract Workflow Title choosing all records that match U Update All Steps through the Workflow Updated
146. he organization to end users should be managed here and this table s workflow is used to manage the approval process for a new service Each service is managed by a different request type such as a Service Request Purchase Request or Change Request Each service is therefore associated with one of these three tables and this association is defined in the Services field Show in Table There are two ways to request a particular service one is to create a new request of the correct type such as a Service Request and then to pick the service category and then the service from the drop down list of services The second method is to use an internal hotlink such as Request a Password Reset which will take the user to a new record in the appropriate table with the Service automatically set to password reset We have created some sample services and predefined which type of request they are associated with Naturally your organization will want to create its own services delete some of our sample services or change the associations we have made for those services For instance the onboarding of new employees is currently managed through the Service Request table under the Service Category New Employee Setup Some organizations may prefer to manage new employee setup through the Change Request table instead Making this kind of change is a matter of modifying the service record and changing the field called Show in Table to po
147. hem to know the correct Allow multiple totals values Yes fast search Allow entries not in source table No Assigned Person Link to selected fields Filtered to people whose Teams contain from other table People the Assigned Team Value list display Allow multiple values No 190 Allow entries not in source table No Assigned Team Link to selected fields from other table Teams Allow multiple values No Allow entries not in source table No Image ID Short Text Set by formula to step number Total Workflow Steps Used to match to the right progress bar image Needs to update whenever steps change Next Assigned Person Next Link to selected fields Strict link links to the Next step in the Assigned Team Next Step ID from other table Steps same workflow Next Step Number Next Step Allow multiple values No Title Allow entries not in source table No PB Image ID Progress Bar Image Link to selected fields Pulls in the progress bar image for the from other step it is on Visible only if Workflow table Progress Images Type is Sequential Allow multiple values No Allow entries not in source table No Previous Assigned Person Link to selected fields Strict link links to the previous step in Previous Assigned Team from other table Steps the same workflow Previous Step ID Previous Step Allow multiple values No Number Previous Step Title Allow entries not in source table No Status Choice Used in rules to prevent t
148. ication will be sent to the submitter 74 a Pann PUREEEEEEESE Pending j ooo o EN Default Review o EN YING Cancelled pae PUREEREEEEEREEE 00 Published y Workflow for Documents table PROJECT MANAGEMENT TABLES PROJECTS TABLE Purpose This table holds records for project management activities It is currently optimized for companies providing consulting services to their clients and allows them to manage their billable and unbillable hours work authorizations and overall project status It can easily be customized for internal project management instead Use Case Members of the Admin or Project Manager groups may manually create Project records Projects are creatable only in the Planned Assigned Work in Progress and Awaiting Customer Feedback states Only members of the Product Manager and admin Groups may edit others Project records but Support Staff Base ServiceDesk group may view their own Project records The user who created the Project is automatically set as the Project Manager and will get email notifications pertaining to the Project s status such as when all tasks are completed or the hours spent on the project have exceeded what was authorized Project CCs can be specified who will also receive notice when the Project is completed The information on the Contact Information tab will be filled out with the information of the Project Manager s Manager provided by the Employ
149. idations for you If your changes often require more than 4 approvers or approval teams this is probably not the ideal setup for you and an embedded table of approvals would likely make more sense It is easy to add a table called Approvals and embed that table in the CR table so that when a CR request is created an unlimited number of related approval records can be created each with their own status assignee access automatic notification and so on Automating approval behavior with an embedded table is a bit more complex than with hard coded fields particularly if you would like to automatically create a set of approval records for specific change services or based on some other criteria However such automation can certainly be done and our professional service team would be happy to assist you in meeting your precise needs The current setup shows from 1 to 5 sets of approval fields based on the service selected and the value in its Number of Approvals Needed field It allows the technician to identify the appropriate approval teams or individuals and does not automate this It also allows the number of approvals field to be modified by anyone with the appropriate permission to expose or hide additional approval fields Details of the built in approval automation are provided below in the Use Case section and in the Change Request Rules section of the Appendix 33 7 Change Request Save Cancel Details Approvals Work
150. idual customer This means each record is associated with a particular customer login and no other customers will be able to edit that record though members of the Customer Manager group can view all records submitted by other people at their company SALES CRM TABLES LEADS TABLE Purpose This table is used as the initial point of entry for sales leads Leads may self register at your website or may be imported from a lead generation program The initial qualification is done in this table which contains all the fields desirable for managing sales Once a lead is qualified it may either be fully worked in this table or converted into a contact an Opportunity and a company account record and the sales process may be managed in those records USE CASE Record Creation Leads can be created directly using the web form or once an inbound email address is set up via email New leads may only start out as Qualified or Unqualified in the workflow The Leads table is set up by default to allow those in the Guest group to create records allowing click to register lead generation hotlinks and the embedding of the lead creation form in a web page Naturally leads may also be imported from a spreadsheet from a lead generation program 80 Processing of Records Admins and members of the Sales group can create view and edit Leads No other groups have access to the table by default When a lead s status changes to Converted Agil
151. ily report the time they spend on handling service requests There are two fields and an action button Time Spent Time Description and Add Time on the Working Notes tab of the layout Entering values there will automatically create a new time entry record when the Add Time button is clicked The time entry will show the work done by the technician and on the current date amp Incident J _Save v Cancel Detaits Work Status Related Records Time Emails History ID 88 Status Open Summary A server Caught on Fire Assigned Team 1st Level Support Team Assigned Person Time Entries r4 M Add Time Time Spent Time Description All Time Entries Status No records New Unlink Views b All Time Spent Save Cancel All the time entries for a request can be seen on the Time tab as well If a technician needs to report time that was spent on a different day or by a different user he may click the New button on the Time spent table to submit a time entry directly and change the date or Done by field All time entered is totaled in the All Time Spent field which can be used in reporting or billing The Add Time action button converts the time fields into a Time Entry record and then blanks out the current values so they will be empty 16 Note that this same time entry methodology is used in the Incident Problem Change Request and Task tables So time spent on each type of request
152. imary and Secondary contact email addresses Replies by email will go back into this field Number of Approvals Needed Calculation on Count of approvals needed in all statuses Multiple Linked 113 Number of Approvals Received Number of Related Contracts Number of Subcontracts Number of times sent for approval Number of Valid Insurance Certificates Ongoing Notes Parent Contract Amount Parent Contract End Date Parent Contract Start Date Parent Contract Title Parent Contract ID Parent Contract Record Previous Contract End Date Previous Contract Title Previous Contract ID Previous Parent Contract ID Calculation on Multiple Linked Records Approvals Calculation on Multiple Linked Records Calculation on Multiple Linked Records Integer Calculation on Multiple Linked Records Insurance Certificates Append Only Text Link to selected fields from other table Contracts Allow multiple values No Allow entries not in source table No Link to selected fields from other table Contracts Allow multiple values No Allow entries not in source table No Count of records filtered to those whose Approval Status is Approved Used by rule to determine visibility of Related Contracts section on layout Used by rule to determine visibility of Subcontracts section on layout This field will be used to determine if the approval cycle has begun The field will be incremented when the Subm
153. ime zone Central US Eastern US Canada Europe Asia Africa Other Renewal Number Integer Defaults to O Tracks the number of contract renewals for customer longevity reporting Rep Phone Link to fields from Links to the name phone number email and Rep Email Employee table Direct team of the account rep associated with the Account Rep Phone Email Full Name Company record 101 Primary Team Required Response Time Start Date Secondary Contact Secondary Contact Phone Secondary Contact Email Secondary Contact First Name Secondary Contact Last Name Start Date State or Province Street Address 1 Street Address 2 Support Cases Support Hours Telephone Type of Support US State US State Long Use as Reference Website URL Zip or Postal Code Elapsed Time For tracking SLA requirements such as a response within 24 hours Defaults to the creation date of the record Compound Combines Secondary Contact First Name and Secondary Contact Last Name Links to People Table Link to selected fields from another table Date Short Text OO Links to Support Case Displays records from the Support Case table linked to the Company Short Text For tracking special support hour types and Linked data from another table Choice 24 7 Standard Business Hours Special requirements Hours Choice None Number of Defaults to None For tracking different types of support contracts Choice o Choice S
154. in a rule to change the status of a workflow from Available to In Use Number of Steps Calculation on Count of number of step records Multiple Linked Records Steps Refresh Times Integer Set to 0 by default Each time a step is deleted it is incremented and that runs a rule to refresh the steps count and image id Refresh Totals and Action button Images Related To Choice Choices Change Requests Contracts Documents Service Request Required Saved Choice Used to make visible or hide the Add Workflow Steps button It has a No value until the record is saved by clicking that button Starting Assigned Person Link to selected fields Identifies the Starting Step Assignments so that a Starting Assigned Team from other record can be sent back to the beginning Starting Step ID Starting table Steps Step Number Allow multiple values No Allow entries not in source table No Status Choice Used to prevent steps from being modified or deleted once a workflow has active contracts associated with it Values Available In Use Inactive If a workflow is In Use its steps cannot be modified Pipe Freee Workflow Title Short Text Unique required maximum 90 50 x 1 display no default value Workflow Type Choice Choices Sequential Parallel default value is Sequential RULES AND ACTIONS Edit By Web or API When Number of Contracts Changes Purpose Handles Status so that workflows that are in use cannot be d
155. in the date this PO was authorized or approved Hours Floating Point Defaults to O Tracks the number of hours to be billed on this invoice Linked Company Link to selected fields from other table Company PO comes from Company PO is for Short Text Short title for work authorized under this PO Rate Currency Defaults to 200 Status Choice Paid Fully Invoiced Progress Defaults to In Progress an invoiced In Progress Workflow state tracks status of PO Work Description Describe the work to be done in this PO FORMATTING FOR ACTION BUTTONS Calculate Value Purpose Multiplies the Hours by the Rate and puts the result in the field Total Value On Click Execute action Action U Total Value Hours Rate Updated Field Total Value Updated Value Shours Srate PURCHASE REQUESTS TABLE FIELDS Field Label Data Type Comments 173 All Items Received Choice Yes No Default No Approver Phone Link to selected fields in User Default User who changed Procurement Approver Email Direct Phone Group Approved to any value Approved Rejected By Email Full Name Assigned To Link to selected fields in Employee Full Name Business Justification Text 5000 90x6 Category Choice Hidden by default replaced by Type of Hardware Purchase in Service linked set Peripheral Phone PDA Software Furniture Services Other Date Approved Date Time Date Status changed to Approved by Procurement Date Ordered Date Time Date
156. inked data from Service Request Displays all the Service Employee Requests the Employee submit e nica Home Phone Telephone Fax For tracking Employee Employee home as opposed to work contact number Home Street Short Text For tracking Employee Employee Address residence information Home City Home Zip Code Manager Link to selected fields from other table Link to the Employee s Employee Backup Employee Email Full Name manager Manager Email Manager Name ee 159 Starts Work at Time Defaults to 08 30 00 Employee For tracking Employee work hours rr ove na Date Time Zone Choice Pacific Standard Time Central Defaults to Pacific Employee Standard Time Eastern Standard Time Standard Time SNM GNA Ob 2 For tracking Employee location and conversion of working hours Supported User Choice Yes No Defaults to Yes End User For tracking is a contact is currently a supported customer RULES AND ACTIONS Edit Approval Record Creation Purpose Performs conversion of Employee records to Approval records for documents approval and updates fields keeping track of Approvals that have been created Runs Edit by Web or API Search Filter R Last Doc ID Text Changed and All Docs does not contain Last Doc ID Priority 1 Actions C Convert Employee to New Approval Conversion Approval Options Silently with no confirmation U Add to All Document IDs Converted Fields Changed All Document IDs
157. int to the desired table Since the Service Catalog is the backbone for many ITIL processes the Services table has several special fields that are pulled into the corresponding request to enable automation escalation and special field visibilities and dependencies based on the type of service Note that in an effort to allow simplicity we have not added a table to hold different SLAs but have simply added some simple SLA fields to the services table For organizations with a variety of complex SLAs based on multi field criteria it will make sense to create a separate table to manage all SLAs and then to pull in the appropriate SLA record for a particular service Following is a picture of the default form for Services Below that is a description of all of the default fields for the Services table Note that field explanations are also available onscreen while working with the Services input form by clicking on the underlined field labels Choose multiple categories Choose primary category for for this service this service Save Cancel petails Emails ID 72 Status Active Service Details show in Table Choose one cemice Categories O Primary Service Category Choose one Description of Service Special Instructions ED Auto Assign to O Yes No Responsible Team E Responsible Team SLA Hours for Standard 94 SLA Hours for Critical Priorities Priority Save Cancel e O O r FIELDS FOR S
158. interface She ll specify who it s for the record s creator is the requestor by default the type of purchase by Service Category the business justification for the request etc Lastly she ll select the item s she s requesting via a Related Table to the Items Requested table which in turn draws from the Items table She may also select from Configuration Items in stock that matches the type of purchase she chose Jim Sullivan jsullivan Ismith s manager receives an email that a new request needs his approval He can approve or reject directly from hotlinks in the email or edit the record manually from the staff interface Jim as a supervisor will change the Supervisor Approved field to either Yes or No A rule running on edits will then change the status appropriately to Supervisor Approved or Supervisor Rejected If he approves a notification will be sent to the Procurement Team Members of the Procurement Team e g awilliams receive an email stating that a new Purchase Request is awaiting their approval Members of the Procurement Group will see some additional fields in the Purchase Request record including a Procurement Group Approved field similar in function to the Supervisor Approved field They will also see another Yes No choice field called All Items Received When the recipient requestor has been satisfied the Procurement Group changes the status to Fulfilled Relationship Diagram 41 Requesting Users Purchas
159. ion My Assigned Assigned Person global name OR Assigned Team is contained in global my_teams AND Status lt Deferred Known Errors Known Error Yes RULES AND ACTIONS Rule Problem Creation actions l Conditional Creation Actions if Spawning Incident IDI NWULL Update Additional Info in Spawning Incident Rule Problem Edit actions API Enabled l Notification actions if Status changed from any value to Resolved during records last modification if Spawning Incident IDI NULL set Problem Closed in Incident to Yes f CR Closed changed from any value to Yes during record s last modification Email Problem Assignee of CR Closing FORMATTING FOR ACTION BUTTONS 164 Add Time Purpose Triggers action to convert Time Spent and Time Description fields to a Time Entry record linked to the Service Request then blanks the fields On Click Save record then execute action Actions l Add Time if Time Spent NULL Time spent must not be blank Convert to Time Entry Clear Time fields Convert to Change Request Purpose Validates the problem has no change request associated with it then converts to a change request On Click Execute action then save record Action l Convert to CR if first conversion if Change Request IDI NULL Cannot have more than one linked CR else Convert to Change Request Copy Solution to Incide
160. is Start Time Date Time To track diagnosis time of Diagnosis team Set by the End Diagnosis Clock action button Elapsed Time from Elapsed Time Measure of the elapsed time between Date Pending Change to to Pending Change and Date Resolved Resolved Elapsed Hours from Elapsed Time Measure of the elapsed time between Diagnosed to Diagnosis Finish Time and Date Resolved Resolved End Diagnosis Clock Action Button Text hyperlink End Clock Action Set Diagnosis Finish Time to Now Incidents Related table Incidents Display using Embedded View Shows Incident records linked to this Problem Known Error Choice Yes No Default No 162 pt Marks this Problem as a Known Error this Problem as a Marks this Problem as a Known Error Error s Sa Low Medium High Required Critical Default Medium Problem Priority Choice Standard 0 Minor 1 Default Standard 0 Significant 2 Critical 3 Pop up text A measure of overall impact and risk Reflects level of authorization needed Problem Cl Choice Yes No Default No Identified 5000 90x6 Solution field Risk Analysis Text 2000 90x4 For staff to describe the risks associated with this problem and its potential resolutions Problem here after successful diagnosis Service Involved Choice list Incident Type of Required Problem Access Problem Email Network Internet Connectivity Custom Business Application Desktop Application Desktop Hardware Other Ha
161. is a multi choice field so you can assign a service to more than one possible category The choices in this field are dependent on the values in the Show in Table field If you add new service categories you will need to map the dependencies to make them show up for the correct value of that field This is done on the Options tab of the field wizard You can see and edit the current mappings at the bottom of the screen See services xls for a list of default categories and mappings you can modify this worksheet and do an update import to create the services and categories you want This is the team that should be assigned by default to any requests for this service Required Default Value No This field affects the default assignment to a team for new service requests By default the logic works like this if the Service request involves a specific configuration item then the request is assigned to the responsible team for that Cl If no Cl is defined then it is assigned to the Responsible team for the Service But for some services the Service responsible team should take priority over any Cl Team and if that is the case then you should set this field to Yes for that service Note that if a staff person assigns the new item to a specific team during record creation his selection will not be overridden 179 CC Manager on Choice Yes No Visible if Show in Table is Service Request or Purchase request Request Default
162. isk Staff Use Case This section covers the use case for staff members inside Agiloft Each record in the table holds information about an individual contract including Vendor details Insurance Certificate expirations Approval information and Renewal details 55 Contract Creation Contract records may be created by members of the Admin Contract Manager Contract Owner Project Manager and Sales groups Contracts may be created in one of two ways e Hitting New in the Contract Table action bar e Using the Create Related Contract button in the Related Contracts Renewal tab to create a renewal subcontract or amendment from the current contract This button is available only if the contract is not in a Status of Draft Pending Contract Manager or Pending Approval Creating a new contract the second way will automatically link it to the current contract by populating the Parent Contract ID field A more detailed explanation of creation by this method is handled in the Related Contracts Renewal section Contracts fall into one of four categories e Contracts e Master Contracts e Subcontracts e Amendments The category is indicated by the Record Type field in the contract Common Area Contract is the default for newly created contracts It can be used to indicate either a stand alone contract or a contract that exists under a Master Agreement In the latter case the Parent Contract ID should be filled in Subcontrac
163. it for Approval button is clicked It will also be used to determine in parallel approvals if approval records should be created Sum of the Insurance Certificates that are in a Status of Valid i e Filtered to those whose expiration date has not passed and are valid Used to hold information about the contract that does not relate to approval or renewal Visible to contract staff users and contract end users but not vendors This is the control field for many other conditionally visible fields in this table including amendments subcontracts etc Mapping Strict Link Update Automatically in the background Filtered To contracts with a Record Type of not Amendment Conditional Visibility Record Type Amendment or Subcontract Populated automatically with the source contract when a contract is created using the action button in the previous contract to create the renewal contract This field is used by a rule to get to the assets for the old contract and update them into the new contract Visible only if Is this Contract a Renewal field is Yes otherwise hidden Record Type Choices Master Agreement Contract 114 Related Contracts Renewal Contract Renewal Contract Start Date Renewal Contract Title Renewal Contract ID Renewal Cost Renewal Email Sent on Renewal Notes Renewal Notification Date Renewal Status Renewal Type Requester Phone Requester Email Requester Name Requester ID Rel
164. k Hi else if Approval Action Rejected Send Back for Resubmission Set Status back to Draft and clear approval action Email Assigned Team and Contract Owner of rejection Set Status of existing approvals to Requires Reapproval if Current Step ID starting_step_id Set Current Step ID to Start Step ID t Send Back for Reapproval Purpose Validates that notes are added and then sets Step ID and Status to Start Step ID and Pending Approval or Requires Reapproval as necessary Emails Current Approval Team of reapproval On Click Saves record then executes actions Visibility Status is Approved Actions l Validations for Cancellations and Reapprovalls if Approval Notes not changed last user s modification must add notes when rejecting l Send Back for Reapproval Actions 124 if Approval Type Sequential Clear Approval Action if Current Step ID starting_step_id Set Current Step ID to Start Step ID Email Current Approval Team of reapproval Set Status of existing approvals to Requires Reapproval else if Approval Type Parallel Set linked approvals to Pending Approval Set Status to Pending Approval Send Contract to Party Purpose Validates that notes are provided to Party then emails notes to party If party email does not exist generates a popup that warns the user that the email was not sent because there was no address On Click Save record execute actions
165. l Staff Edit Actions if All tems Received Yes and Status Received Update Status to Received if Status Supervisor Rejected and Superisor Approved changed from any value to No last users modification set Status to Supervisor Rejected if Status changed from any value to Rejected by Procurement last user s modification Email Requestor about Not Approved Request if Supervisor Approved changed from any value to Yes last user s modification and Status Pending Approval set Status to Supervisor Approved Rule Purchase Request All End User Edits l Actions Based on End User Edits if Additional Notes changed from any value to any value last user s modification and Requester Login updater_login Email Purchasing Team about updated Purchase Request SERVICES TABLE FIELDS 176 Show in Table Choice Service This is a parent field for several other fields in the Request Change Services table defining which fields and choices are Request Purchase shown based on the table in which the service will be Request used Additional Fields to Multi Choice Visible only if Show in Table Service Request SOM On This multi choice field lists all the special fields or sets of fields in the Service Request table that should only be visible for specific types of service Any fields or sets of fields selected here will be made visible in the Service Request for this particul
166. l Assigned Person of new Incident t else Email Assigned Team of new Incident Incident Edit actions API Enabled l Notification Actions for Incidents if Problem Closed changed from any value to Yes during record s last modification Email Incident Assignee of Problem Closing if Updated Byl assigned_ person and Assigned Person changed from any value to any value during record s last modification or Assigned Team changed from any value to any value during record s last modification if Assigned Person NULL Email Assigned Person of new assignment t else Email Assigned Team of new Incident if Assigned Team changed from any value to any value during record s last modification Increment Number of Assignees if Assigned Person changed from any value to any value during record s last modification Increment Number of Teams Assigned status changed from any value to Workaround Provided during record s last modification Email submitter and assignee of Workaround l Conditional Assignment Actions if Assign to Cl Responsible Team changed from any value to Yes during record s last modification and Cl Responsible Team NWULL set Assigned Team to Cl Responsible Team Incident Customer Update Actions Run upon Edit no API Saved Search Updated by Submitter l Submitter Update Actions 138 if Status Closed and would like to reopen my Incident Yes Change S
167. l hold the ID of Problem ID the Problem record that was converted to this Change Request Spawning SC ID Link to fields from Support Holds ID of Support Case from which this Case CR was created Spawning SR ID Link to selected fields in Service For conversion linking will hold the ID of Request ID the Service Request record that was converted to this Change Request See workflow diagram Support Cases Related table Support Cases Shows any linked Support Cases Time between start and Elapsed time Measures time between Actual Start and finish Actual End Times Time Description Hold information for time entry Time Spent Elapsed time Allows user to enter time spent on this CR Time to Start Elapsed time Time from Date Created to Actual Start Time Total Time to Close Elapsed Time Measures time from Date Created to Date Closed Default table type a Updated By Updater Login Updater Team Urgency of Change Choice Standard Emergency S Working Notes Append only text Holds all working notes SAVED SEARCHES My Assigned Assigned Person global name OR Assigned Team contains global my_teams Forward Schedule of Change Status Closed Sort By Requested Date of Completion ascending Summary Sum of Estimated Time to Complete Accomplished Change Status Closed Sort By Date Closed ascending Summary Average of the Total Time to Close 94 My Approval Needed Any of 5 Approvers Sglobal my_full_ name and that approval S
168. lated information on the contract process for renewals are stored in the bottom half of the Related Records Renewal tab Users typically do not enter information into the Renewal Contract and Previous Contract fields manually Renewal Working Notes eer Eo Renewal Notification Date Jul 01 2014 renewa Renewal Email Sent on H Renewal Cost 20 000 Renewal Notes Renewal Contract Renewal Contract IO Renewal Contract Start Date Renewal Contract Title Previous Contract Information Renewal Contract Yes Q No Previous Contract ID 163 0 Frevious Contract Title Hosted service subscription for one year O Previous Contract End Date Jul 31 2014 Save Cancel Contract Processing This section covers the Status changes not mentioned in the explanations above 63 Once a contract changes to a Status of Approved the system automatically updates the contract to a Status of Active when the Contract Start Date arrives Similarly when the Contract End Date arrives if the contract does not have an associated renewal contract the system automatically sets the Status to Expired If the contract does have a renewal the system instead sets the Status to Renewed The contract may be canceled by hitting the Cancel Contract button in the common area Additionally users of the Admin Group have the ability to manually change the contract status to Cancelled Contract Save Cancel Contract Details Notes
169. link to team table selected fields Team Leader Attached Files File Allows multiple files of any size to be attached Billable Time Link to Billing a Change Category Link to selected fields from Change Requests Fields to help with conversion and linking Change Summary CR Conv ID CR ID CR Spawned from 193 SC ID CR Status Closed link to selected fields in contact full name person who changed the status to Closed Convert to Change Action Button Runs conversion if Change Request Request for this Support Case does not already exist Date Assigned Date time Date the assigned person field changes Downloadable Files File Allows attached files sent to the customer with the solution that are also available through the FAQ interface Would Like To Choice yes no Defaults to No Reopen My Ticket This is used to flag a ticket for reopening and further action Default match against Customer Company field link to company fields company name contract status expiration date incidents remaining required response time support hours type of support Linked Company Contract Status Expiration Date Incidents Remaining Required Response Time Support Hours Type of Support Priority Choice Critical High Medium Low Very Low Defaults to Low Daaa text 10 000 90 x 6 default field Description Published Choice Yes No Defaults to No Rating Posts Integer Defaults to O Used to count
170. lt service categories for service requests can be seen in the fields _and_choices xls worksheet or by creating a SR record and opening the drop down list 12 Si Service Request _Save Cancel Details Working Notes Related Records Time History ID 185 Status Open e Priority Choose one Summary Need Training on MS Word Templates Assigned Assigned Person Team Submitter Infonmation Submitter Mame EW System O Submitter Login ewsystem O Submitter Department Submitter Email O Submitter Phone Submitter Cell Phone Submitter Manager Submitter Team Admin Team Service Request Information Service Category Business and Desktop Applications Semice Request Training for standard applications Description of Service Requestto schedule a training session in any ofthe company s standard business applications Special Instructions Mone Application MS Office Professional 20070 Application Version Professional 2007 0 Description would like to have someone train me on how to work with Word templates Additional Information Attached Files Attach Manage No Files Attached Save Cancel Pi USE CASE Service Requests SR s may be created by telephone support staff or technicians on behalf of customers or by customers directly through the web interface or by inbound email should an inbound email account be set up End User Record Submission When a customer submits a Service Req
171. lue to any of NoYes last user s modification and 2nd Approval Team Company Team 1st Level Support Team Admin Team Change Approver Team Document Reviewers Team Must be 2nd Approver if Approved by 3rd Approver changed from any value to any of NoYes last users modification and 3rd Approval Team l Company Team 1st Level Support Team Admin Team Change Approver Team Document Reviewers Team Must be 3rd Approver if Approved by 4th Approver changed from any value to any of NoYes last user s modification and 4th Approval Teaml Company Team 1st Level Support Team Admin Team Change Approver Team Document Reviewers Team Must be 4th Approver if Approved by 5th Approver changed from any value to any of Wo Yes last user s modification and 5th Approval Team l Company Team 1st Level Support Team Admin Team Change Approver Team Document Reviewers Team Must be 5th Approver Note Matches against SGLOBAL my_teams variable l Status Change Validations if Status changed from any value to Approved last user s modification if Approved by 1st Approverl Yes Need all approvals if Number of Approvals Needed 2 and Approved by 2nd Approver Yes Need all approvals if Number of Approvals Needed 3 and Approved by 3rd Approver Yes Need all approvals if Number of Approvals Needed gt 4 and Approved by 4th Approverl Yes Need all approvals if N
172. m 10 days in advance of expiration Disabled by Default Purpose Notify Contract Manager Team 10 days in advance of expiration date of an Insurance Certificate Runs Every 2 days at 2 AM Saved Search Cert is valid and expiring in 10 Days Actions l Handle 10 Day Expiration Notices if Contract Status Active Email Contract Manager of upcoming cert expiration else Set Status to Inactive ITEMS TABLE FIELDS Choice Active Inactive Default Active CI Class Choice Asset Class see Cl Required table Short Text 40 90 Required Unique Summary field Item Type Choice Required Hardware Peripheral Phone PDA Software Furniture Services Other Require Supervisor Choice Yes No Default No Approval Type of Item Link to selected fields in Filter by Saved Search Service Categories Service Service Title Types of Show in Table Purchase Request Service AND Status Active Unit Price Currency Round display 2 decimal digits Required Default value 0 SAVED SEARCHES F Active Items Active Active 144 ITEMS REQUESTED TABLE FIELDS Assign to User Cl Class Item Name Type of Item Unit Price Require Supervisor Approval Service Categories Cl Name Cl Description Manufacturer Model Available PR Asset Classes Purchase Request ID PO Number Requestor Name Requestor Login Purchase Request Status Type of Purchase Quantity Action Button Link to select
173. ments Approval Status Approved Approval Team Document Reviewers Team Approver Karen Sneller Date Approved Rejected Dec 31 2013 03 31 Approved Rejected By Approval Notes Attachments Document s Attach Manage No Files Attached Document Details Document Title How do publish a document FAQ Document Purpose This fag is to instruct users on how to submit a new fag Document Description Go to the Document table and mark the record as an FAQ Document Priority Low Document Status Published Document Type FAQ Document Subtype Document Access All Internal Users Document Audience Partners Employees Executives Document Source Files The linked set from the Document record in the Approval record will include a hyperlink to the document using the view only source field display for the attachment field The reviewer can click the link to launch the document allowing the reviewer to mark up the document which can then be uploaded to the approval record reviewers will not be able to upload the document to the source record Other Approval Records Each Approval record stores the parent record ID the Approval Team and the user who submitted the approval The timestamp of the approval is also captured and displayed 51 Approval Save v Cancel v Details Emails History ID 35 Related To Contracts Approval Status Approved Approval Team Legal Team Approver system A Date Approved Rejecte
174. mer but by the end user or customer Created in past month Finds all records where the creation date is over or equal to one month ago of support My Assigned Support Finds all records assigned to me or my team Cases Open Cases Cases Finds all records where the Status is Finds all records where the Status is Open My Datan Needed Finds liedende aa records where the user is the Customer and Status is set to Sent to Customer TASKS TABLE FIELDS Required fields are denoted by an next to the field label No fields on the Tasks table are currently marked as required Actual Elapsed Time Set to the difference between Date Working Hours Created and Date Completed to Complete according to the working hours of the assigned team Add Time Action Button Triggers conversion mapping Time Spent and Time Description fields onto a new Time Entry record linked to this Task then blanks those fields an Color Pe Helper field to change color in view tts automation ee Time All Time Spent Calc on linked records Time Entries on linked records Time Entries showing total time spent total time spent 4 Link to Lica field from Employee table Full Pisano to person whose Teams field Person Name contains the Assigned Team value Assigned Team link to selected fields Teams Filtered to teams available for the Tasks table Attached Files File with Versioning Converted from task template allows multiple files not ocr or versioni
175. n the Work Status tab If the Problem Cl has been identified the staffer can set the field Assign to Cl Responsible Team to Yes and when the Incident is saved a rule will detect the change and assign the team responsible for the Cl selected to the Incident A technician may change the Assigned Team field later as the rule will only set the Assigned Team at the time the Cl field changes to Yes New Incidents are created in a status of Open by default During creation a technician may change the status to Assigned if he wishes to indicate work has already started on it or Closed if he was able to resolve the issue over the phone and wants to capture the request for reporting purposes Automatic Emails Sent upon Submission If a Support Staff technician creates a record in a status of Closed an email is sent to the customer telling him her how to reopen the Incident This email is sent by a workflow action and is displayed as a checkbox that can be turned off by technician users This option is set in the workflow options If the status is not Closed when saved the rule named Incident All Creation Actions will send the customer an acknowledgement email and will also send an email to either the Assigned Person if there is one or to the Assigned Team if not Processing of Records 24 When a technician works on an Incident if she needs more information from the customer in order to take further action she can set the status to
176. nce Items are templates for Requested Items ownership is less relevant to the individual and records will likely only be maintained by a Procurement Group or similar staff team FIELDS See Appendix A Item Table Fields BACKGROUND TABLES There are several other tables essential to the system that holds data that is less active and workflow oriented than the request tables These tables are briefly described here 46 COMPANIES TABLE Purpose This table holds information about companies that interact with your organization It may include customers vendors prospects manufacturer and so on USE CASE Companies may be created by conversion from the Leads table Members of the Admin Professional Services Support Staff and Sales groups may also create new Company records directly The Company field contains mostly static data and thus does not have any associated workflow actions Information about a company and a company s relationship to your organization is stored in a Company record This information can be everything from the company s billing address to information about their support contracts with your company More complex data relationships are displayed via linked fields which pull any records from the Contacts and Opportunities tables that reference the Company record This allows you to see any business deals or transactions in progress and keep track of any Company employees that your organization contacts Ownership
177. ng Contact Name Link to selected fields from other table User Person on whose behalf the task is 197 Cell Phone table Cell Phone Company Name Direct created Company Phone Email Full Name Name Direct Phone Email Created By Link to selected fields from other table Automatically populated at record Creator Name_ Contact table Full Name creation Creator Login Creator Team Link to selected fields from Contact table Full Name Login Primary Team Date Created Date Time Automatically populated when a record is created Date Done Date Time Set by an action button to the current date time Date Updated Date Time Automatically populated when the record is edited Text 5000 For details about the task Estimated elapsed time can be used to set the due date Hours to automatically used for template Complete tasks Hours to Floating Point Required field Default 48 Complete Auto Increment Auto incremented by the system this is the record s ID number Next Template Link to single field from other table Task Used in automation to chain tasks IDs Opportunity Link to selected fields from Opportunity table Hidden field used when using tasks Company Company Opportunity Name Product for sales automation Product Preceding Task Link to selected fields from other table Tasks Used in automation to chain tasks ID Preceding Task Summary Project Link to selected fields from other table Used to keep tr
178. nged All Project IDs Converted m Value Changed to Slast_project_id_text WORKFLOWS TABLE FIELDS Ai i ae Add Workflow Steps Action button Saves record and reopens it for edit Steps table is not visible on creation so it becomes visible after the record is reopened so people don t forget to save the workflow before adding steps Approval Steps Related Table Steps Approvals Needed Link to selected fields Used if workflows are used to define parallel as from other well as sequential rules This field can be used to table Approvals define which approvals are needed for a given Allow multiple workflow and that will auto generate the approval values Yes fast search records Allow entries not in source table No Contract Party Types Multi Choice Same Choices as for Contract field to filter which workflows are available for which kinds of Contract Required used as filter within Contract for Workflows Visible only if Used in Contracts Contract Types Multi Choice Same choices as in the Contract table used as a filter for workflows within Contracts Required Visible only if Used in Contracts Contracts using this Related Table All Contracts linked to this workflow Workflow Contracts 206 Number of Contracts in Calculation on This field will show the number of contracts that Draft or Pending Multiple Linked are in a status of Draft or Pending Approval This Approval Records Contracts will be used
179. nit Price Thus even when Items change Purchase Requests will always show Item data as it was at the time of the Purchase Request and reflect an accurate total Ownership Item Requested records are owned by the Contact record whose Login matches the Creator Login field in the Item Requested Since Items Requested are not maintained outside of a Purchase Request the relevant ownership stems from the Purchase Request record FIELDS See Appendix A Item Requested Table Fields DEFAULT LAYOUT Item Requested Save v Cancel Details Emails History ID 93 Type ofltem Custom Software Application Details tem Name Agiloft Business amp Enterprise Software Unit Frice Quantity 1 Total Cost Purchase Request Information Chuck Eisner 30 0 Pending Approval Requestor Name Requestor Login Purchase Request ID PO Number Purchase Request Status Type of Purchase Choose an In Stock Configuration Item Cl Name isa Manufacturer Cl Description Model Assign to Requestor Save Cancel ITEMS TABLE 45 9 001 00 9 001 00 changemoar 99999 0 Custom Software Application o USE CASE The Item table stores information for each type of item that can be requested as part of a Purchase Request The Item Requested table allows the user to select from the Item records in this table when creating a Purchase Request Record Creation Item records are created by internal procurement st
180. nt Purchase Requests have a two stage approval process first by the Supervisor and secondly by Procurement staff Once approved Purchase Requests can move to Ordered Received states or directly to Fulfilled OWNERSHIP Purchase Requests are owned by the user whose Login matches the Creator Login field in the Purchase Request FIELDS See Appendix A Purchase Request Table fields ITEMS REQUESTED TABLE USE CASE The Items Requested table acts as an intermediary table for the Purchase Request and Item tables When users request items as part of a Purchase Request they are creating new Item Requested records These records represent the Items selected and their quantity for a particular Purchase Request Relationship Diagram 43 Requesting Users Purchase Request Purchase Request Item Item Requested Item Requested Requested Workflow These records have no workflow and instead follow the Purchase Request record they are linked to Record Creation From a Purchase Request record see Purchase Request Use Case a user creates new Item Requested records for each Item desired in the embedded table view After selecting the Type of Purchase in the Purchase Request record clicking New from the Purchase Request linked Items related table presents the user with the new Item Requested form filtered to items that fall under the selected Purchase Request Type of Purchase The Item Requested form has three major section
181. nt and Close It Purpose Validates a resolution exists then copies the resolution from the problem to a linked incident On Click Execute action Action l Copy Solution field to related Incidents if Resolution WULL solution must have content t else Copy Solution from Problem to Incident Copy Workaround to Incident 165 Purpose Copies the contents of the Workaround field in the Problem record to the Resolution fields of linked Incidents Sets the Workaround Provided field in the Problem record to Yes On Click Execute actions Actions l Update Linked Incident with Workaround if Workaround NULL you must have content in workaround field else Copy Workaround from Problem to Incident U Set Workaround Provided to yes Updated Field Workaround Provided Updated Value Yes End Diagnosis Clock Purpose Sets Diagnosis Finish Time to now On Click Execute action Action U Set Diagnosis Finish Time to Now Updated Field Diagnosis Finish Time Updated Value NOW Set Solution Finish Time Purpose Sets Solution Finish Time to NOW On Click Execute action Action U Set Solution Finish Time to Now Updated Field Solution Finish Time Updated Value NOW Set Solution Start Time Purpose Sets Solution Start Time to Now On Click Set Solution Start Time to Now 166 Action U Set Solution Start Time to Now Updated Field Solution Start Time Updated Value NOW
182. nts may be created by internal customers through the web portal or via email or by a technician taking a telephone call from a customer They may also be created by network monitoring systems configured to send problem reports to the system through one of the standard APIs A field in the Incident form specifies the reporting source email web phone etc A technician may also convert a Service Request to a new Incident via an action button in the SR form if a customer submitted a Service Request when he should really have submitted an Incident See Details of Incident Rules in the Appendix for more details End User Record Submission 23 When a customer submits an Incident the contact fields automatically populate based on the details in his her User record In the default setup an Incident cannot be submitted on behalf of a user who has no user record in the system This may easily be changed by modifying the linked fields from the User table to enable non source values to be used The user selects a category for the Incident from the drop down list I m having a problem with such as Email or Access Problem then describes his her problem in more detail via the Summary and Description fields The user is also given two fields to describe the priority of the Incident Impact and Urgency Impact specifies how widespread the Incident is A user whose desktop computer is malfunctioning would choose Affects Single User
183. null RULES AND ACTIONS Rule Change Request All Creation actions Runs when created by any method no saved search l Validations and Conditional Actions if Spawning SR IDI NWULL Update Additional Notes in Spawning SR if Spawning Problem IDI NULL Update Additional Notes in Spawning Problem if Parent CR IDI NULL set CR Type to Child if Related to Configuration Item and Cl Name NULL Must select a Cl H l Assign Change Request if Give Responsible Team Priority over CI Team Yes and Assigned Team NULL and Cl Responsible Team NULL Set Assigned Team to Cl Responsible Team t else if Assigned Team NULL and Service Responsible Team NWULL Set Assigned Team to Service Responsible Team t else Set Assigned Team to 1st Level Support Team l Send Emails to Requestor and Assignee if Status Closed send Acknowledgment Email to Customer if Assigned Person NWULL send New CR email to Assigned Person t else send New CR email to Assigned Team Rule CR Approvals Runs when created or edited with API Email or Web no search l Approver Validations 95 if Approved by 1st Approver changed from any value to any of NoYes last user s modification and 1st Approval Team l lt Company Team 1st Level Support Team Admin Team Change Approver Team Document Reviewers Team Must be 1st Approver if Approved by 2nd Approver changed from any va
184. null then the Due Date is set to the creation date plus the time given for the task in the Task Template record Otherwise the due date is set to 2 days from now 19 If the user wishes to add time to the Task they may fill out the Time Spent and Time Description fields then click the Add Time button which will convert those fields to a Time Entry linked to that Task In addition notification emails are sent by the same rule if there is an Assigned Person an email is sent to that person otherwise an email is sent to the Assigned Team if there is one Emails are sent by the action Email Assignees about new Task Processing a Task The person assigned to a task can add working notes to it refer to the linked Service Request from it and ultimately complete the task There are only 4 statuses by default Incomplete Done Cancelled and Waiting for Others When the person has completed the task he may change the Status to Done and click the button Set to Now to populate the current date time into the Date Done field He may also enter any time spent on the task in the Time Spent and Time Description fields then click Add Time to convert them to Time Entries When a task record is saved the Edit Actions when closing or cancelling a task rule is run If the status changed to Done and nobody s name is in the Assigned Person field the system will put the name of the last updater in that field AUTOMATION AND WO
185. of Task Templates Calculation on Multiple Linked Filtered to status is Active Records Task Templates Project Category choices Internal Client Related required Project Type Short Text Maximum 95 display 60 summary field required Task Templates Related Table Task Templates This table shows the Task Templates that are configured for this Project Type RULES AND ACTIONS Create Edit by Web or API Update Has Task Templates Purpose Checks to see if Task Templates exist in this Project Type and sets the flag field Has Task Templates to Yes if so Runs Create Edit including rules by Web or API Search Filter R Has task templates is no and number of templates is 1 or more Priority 10 Actions U Set Has Task Templates to Yes Field Changed Has Task Templates Value Changed to Yes PURCHASE ORDERS TABLE FIELDS Required fields are denoted by an next to the field label No fields on the PO table are currently marked as required Attached File File For attaching related files such as invoices or estimates Authorized Link to selected fields from Contact Select a Contact who has approved this Purchased By table Full Name work Calculate Value Action button Multiplies the Hours by the Rate and puts the result in the field Total Value Link to selected fields from Project table Tracks the Project and Company that 172 Project Name Company Project Name the PO relates to Date Authorized Date Fill
186. oft converts the information in the record into three new records in the three other tables Company Opportunity and Contact This order of creation is important because both the Opportunity and Contact records will contain links to the original Company via the new record If the Company record is not created first the Contact and Opportunity records will be unlinked and orphaned disabling reporting features Data fields containing information relevant to the company such as address and billing address company website industry annual revenue and number of employees map to the Company record Sales specific data fields such as key requirements earliest and latest possible close date and sales actions taken map to the Opportunity record All data from the lead referencing a specific person at the company map into a new Contact containing the individual s desk and cell phone numbers email address email preferences work hours and so on V Ungualified V Default workflow for Leads table OWNERSHIP Records in this table are owned by the individual assigned sales rep so each record is associated with a particular user login Only members of the Sales and admin groups can view or edit Leads SALES CRM TABLES OPPORTUNITIES TABLE DEALS SUB TABLE Purpose This table tracks sales opportunity information and contract information when an opportunity becomes a sale An opportunity when closed is simply changed into a
187. onsible team telse Set assigned team to 1st level support team l Trigger Creation of tasks from template if New Employee Tasks NWULL and Additional Fields to Show New Employee Tasks field Update Last SR ID field in linked templates if Status Closed acknowledge to customer if Assigned Person l NULL email assigned person of new assignment else Email assigned team of new SR l Send emails to customer and assignee Rule All edit validations and other actions Runs when edited no selected search l All edit validations by staff if Status changed from any value to Pending Customer last users modification and Additional Information not changed lastuser s modification Must put comments for pending customer if Status changed from any value to Closed last users modification and Resolution NULL must have resolution l Trigger new task creation if New Employee Tasks changed from any value to any value last users modification Update Last SR ID field in linked templates Rule All Customer Update Actions l User Update Actions 187 if Status Closed and would like to reopen my Service Request Yes Change Closed to Reopened Update of time reopened field else if Status Pending Customer Change to Updated by Customer if Assigned Person NWULL Email assignee customer update yelse Email Assigned Team of customer update
188. ontract Approvals may also be linked to Documents and Change Requests 49 The Approval Templates Table is used in the generation of required approval records for Parallel workflows For more information on Workflows see the section titled Workflows Table USE CASE All approval records are created by the system as a result of actions taken in the associated Contract or Document record Approvals whose source is a parallel workflow are generated from an Approval Template record detailed later in this section Approvals whose source is a sequential workflow are generated through conversion from within the Contract record For more information on Workflows see the section called Workflows Table Approval Records for Documents All approval records for document management are created as a result of a conversion of an Approver Employee record with the Approver mapped from the Full Name field of the Employee record The Approval record will have information from the linked Document record along with a link to the attached documentation The Source field will be updated to include a value for Document management On the creation of an approval record with a source of Document management the Approval Team field will be updated to reflect the Document Reviewers team and the reviewer is automatically notified that they have a document to review and approve 50 Approval Save _v Cancel Details Emails History ID 54 Related To Docu
189. opened Additional Fields to Show Link to Services This linked field set provides the CC Manager selection of the service category and Description of Service service and pulls in additional fields from Give Service Team Priority the service table that define resolution over CI Team times SLA additional fields that should Service Responsible Team be shown and so on Service Service Categories SLA Critical Priority Hours to Complete SLA Hours to complete Special Instructions Additional Information Append Only Text 10000 For communicating with customer and allowing the customer to provide updates All Time Entries Related Table Time Entries Shows all time entered for this SR All Time Spent calc on Related Table Totals number of hours in related table of All Time Entries Application link to Configuration Item Visible if Additional Fields to show Application Responsible includes Software Application Version or Team Application Version Software Application CI Fields Filtered to Cl s whose Class is Software Application Assigned Person Assignee Link to Employee filtered to members of assigned team Manager Assigned Team Team Pager link to Team filtered to teams for which the custom Assigned Team Manager field Show on assigned list in these tables contains Service Request Attached Files Allows multiple files of any size to be attached used for files sent or provided by the submitter CR Spawned
190. ot in source table No Project Type ID Link to selected fields all values that are Active visible only if Related to is Project Type from other Project table Project Types Allow multiple values No Allow entries not in source table No 204 Service ID Related Link to selected fields Service from other table Services Allow multiple values No Allow entries not in source table No ZA l Linked Project IDs Link to single field Used from other table Projects Allow multiple values Yes fast search Allow entries not in source table No zEstimated Hours to Elapsed Time Complete RULES AND ACTIONS Edit Generate Tasks when triggered from Service Requests Purpose Generate tasks and perform upkeep on All SRs converted field Runs Edit by Web or API Search Filter R Latest SR ID changed and not yet converted Priority 2 Actions C Convert to Task Conversion Task Options Silently with no confirmation U Copy SR ID text into All SRs converted Field Changed All SR IDs converted o m Value Changed to Slast_sr_text Edit Generate new tasks when triggered from Project 205 Purpose Generate tasks and perform upkeep on converted projects Runs Edit by Web or API Search Filter Project ID has changed and not yet converted Priority 1 Actions C Convert to Task Conversion Task Options Silently with no confirmation U Copy Project ID text into all projects converted Field Cha
191. oval Status to Rejected and people else if Source for Template Conversion Approval Template Email Approval Team of Pending Approval else if Source Document Management set Approval Team to Doc Reviewers Email Reviewer of Pending Approval Edit All Edit Validations Purpose This rule handles validations for approval records associated to parallel workflows It checks against the teams of the user editing the record Runs Upon edits by Web Search Filter None 86 Priority 10 Actions l All Edit Validations if Approval Status changed from Pending Approval to any of Rejected Approved last users modification and Approval Teaml Company Team 1st Level Support Team Admin Team Change Approver Team Document Reviewers Team and Source for Template Conversion Approval Template or Source Document Management You are not on the approval team t else if Approval Status changed from any value to Rejected last users modification and Approval Notes not changed last user s modification Need to add notes when rejecting Edit All Edit Action for Updates by Web or API Purpose This rule handles all updates to an approval record and notifications resulting from changes in the parent contract record Runs Upon edits by Web or API Search Filter None Priority 30 Actions l All Edit Actions 8 if Related To Contracts if Source for Template Conversion Approval Templ
192. ow Save Cancel To minimize error it is strongly recommended to create Steps in order In addition steps should always be created through the associated Steps table from within a particular Workflow record if possible Each step has two possible Statuses e Deletable e Non deletable A status of Deletable indicates a step in an approval workflow that is not in current use Specifically a step is deletable if it is part of a workflow that has been marked as Available or Inactive A step may be deleted in this state A status of Non deletable indicates a step in an approval workflow that is currently In Use Specifically a step is non deletable if the workflow it belongs to is in a Status of In Use An attempt to delete a non deletable step is prevented by the system and results in a pop up explaining the result Workflow The Steps table contains mostly static data and thus does not have any associated workflow or actions Ownership Records in this table are owned by the person that creates them Specifically a record is owned by the user whose Login matches that of the login in the Creator Login field 71 DOCUMENTS TABLE Purpose This table can be used to manage the creation and publication of documents of various types from marketing collateral to employee procedure manuals A light weight parallel publication approval process is included Examples of documents that may be covered FAQs official
193. pe record type set New Record Type to Match Contract Record Type if ls the new contract a Renewal Not Set ls the New Contract a Renewal to Yes C Convert to create new contract Conversion Contract Options Interactive showing user the new record page U Set Is the New Contract a Renewal to No Updated Field Is the new contract a Renewal Updated Value No Mark As Signed Purpose Sets status to Active or Signed depending on if the Contract Start Date has passed or not On Click Execute action Visibility Status is Approved Actions l Contract Signing Actions if Contract Start Date this day Set Status to Active else Set Status to Signed 122 Review Completed Purpose Depending on the Approval Action the button either marks the Contract as approved sets it to the next approval step or back to the preceding or first step and sends notifications to the contract owner in case of rejection or to the next assigned team otherwise On Click Save record then execute actions Visibility Show Approval Steps is Yes Actions l Validations for review completed if Approval Action Rejected Route Back One Step or Approval Action Rejected Send Back for Resubmission and Approval Notes not changed last user s modification must add notes when rejecting if Current Approval Team lt Company Team intemal Customer Team Customer Team Marketing Team 1st Level
194. pproval Notes Approval Notes EW System Jun 28 2013 16 12 The vendor has signed it and itis ready to go Information about the renewal process is stored in the Related Contracts Renewal tab Fields for capturing the renewal notification date the renewal cost the renewal status and renewal notes are provided as a default If relevant linked parent and renewal information is automatically updated by the system Users typically do not link contracts manually Configuration items and insurance certificates can be linked to individual contracts through the Insurance Cl s tab Contract Save Cancel Contract Details Notes and Approvals Related Contracts Renewals Insurance Cl s Emails History Record Type Contract Parent Contract ID O Assigned Team Contract Management Team Internal Contract Owner Roger Winsto nO Status Draft Renewal Type Notify staff to renew A Contract Party Type Vendor Contract Type Semice Contract Workflow Title Alternate One Step Legal Approval Approval Type Parallel Submit for Approval Cancel Contract Insurance Certificates Status 1 record s found 1 pages Click here to re count records New Mass Edit f Delete Jj Unlink Actions Views b Search O i Amount of Expiration Attached O Edit ID Status Type of Certificate Coverage Date Files il Ei 2 Valid General Liability 9 000 000 00 Oct16 2015 Number of Valid Insur
195. pproved Email Contract Owner of approved contract if Status changed from any value to Pending Approval during record s last modification and Approval Type Sequential and Show Approval Steps No Set Show Approval Fields to Yes else if Status changed from Pending Approval to any value last user s modification and Show Approval Steps Yes Set Show Approval Steps to No else if Status changed from any value to Signed last user s modification and Contract End Date gt 1 day in the future and Contract Start Date gt 1 minute old Set Status to Active else if Status changed from Cancelled to Pending Contract Manager last user s modification Set Status of existing approvals to Requires Reapproval Clear Approval Action if Current Step ID Sstarting_step_id Set Current Step ID to Start Step ID if Times Sent for Approval gt 1 and Workflow Title changed from any value to any value last user s modification Not Allowed to Change Workflows if Contract End Date changed from any value to any value last user s modification or Days in advance to notify for renewal changed last user s modification Update Renewal Notification Date if Number of Subcontracts gt 1 and Has Related Subcontracts No Set Has Subcontracts to Yes if Number of Related Contracts gt 1 and Has Related Contracts No Set Has Related Contracts to Yes TB Notify of upcoming expirations Di
196. quest Support Case Saved Searches TASKS TABLE Fields Rules and Actions Create All create validations TB Set alert color field Create All Creation Actions Edit Trigger next tasks when completed Edit Actions when closing or cancelling a task TB Disabled Notify of upcoming task Formatting for Action Buttons Add Time Set Date Done TASK TEMPLATES TABLE Fields Rules and Actions Edit Generate Tasks when triggered from Service Requests Edit Generate new tasks when triggered from Project WORKFLOWS TABLE 176 181 181 181 186 186 186 187 187 188 188 188 189 189 189 189 190 190 190 190 192 192 192 192 193 193 195 195 195 196 196 196 196 197 197 200 200 200 201 201 201 202 202 202 203 203 203 205 205 205 206 Fields Rules and Actions Edit By Web or API When Number of Contracts Changes Edit Validations Sequential Workflow Prevent Status Change 206 207 207 208 PROJECT STATEMENT INTRODUCTION The ITIL KnowledgeBase provides all the functionality to manage a complex IT organization including Service Request Management Incident Management Problem Management Change Management Configuration Management Purchase Management Project Management and more Our goal has been to provide ready to go out of the box ITIL compliant structures and process flows for managing IT services while enabling complete extensibility to meet the needs of any particular organization ITIL is a se
197. r to click to edit the Change Request directly The same rule requires that anyone editing the approval fields be a member of the team indicated in the Approval team field Rule CR Approvals Action Approver Validations Note that Child CR s do not require approvals these fields are ignored and the status is automatically changed to Approved when the Parent CR is approved 36 If a technician needs to reassign the Change Request to a different team or person he or she simply changes the Assigned Team and or Assigned Person field and the system will email the new assignee notifying them of the reassignment Rule CR Edit Actions API Enabled Action Assignee Change Notifications Once all necessary approvals have been received a technician can change the CR to a status of Approved Rule CR Approvals Action Status Change validations When a CR changes to either Approved or Rejected the rule will send emails to the Assigned Person or Team When technicians have finished work on the Change Request they set the Status field to Closed This triggers a workflow email to the requestor telling them that the request has been completed Parent Child Visibility Change Requests are independent of other Change Requests by default However if the CR Type is set to Parent or Child the Related Change Request s section shows details regarding the Parent Child relationship of a given CR The CR Type field is always visible and shows t
198. rd creation is enabled by default so users can create their own logins using the limited access register account Records created by the Guest login register are added to the Selfregistered users group automatically by a rule 47 People may also be created as the result of a conversion from a Lead record or may be created as part of an import from an external database such as an LDAP directory Each Person record is assigned either a Team or an individual from the Employees subtable as the Owner A Employee _Save Cancel v Contact Information Role Related Records Emails History ID 404 Contact Table Employee e Full Name Karen Sneller Export to Outlook Contact Information First Name Karen Last Name Sneller Title Sales Manager Company Agilot O Email salesmgrexample com Direct Phone 123456789 Cell Phone Email Pager Working Status Choose one Backup Person Home Phone Home Street Address Home City Home ip Code Starts Work at 08 30 HH mm Ends Work at 17 00 HH mm Time Zone GMT 08 00 Pacific Time US amp Canada Tijuana Pacific Standard Time Picture Attach Manage User time zone Choose one Save Cancel The Employee sub table has a rule attached to it that runs a conversion of an Employee record to the Approvals table when triggered by a field changed on the Employee record This facilitates the Documents approval process CALENDARS TABLE Purpose This table contains
199. rdware or Peripheral Phone Cell PDA Printer Time Sets Solution Finish Time to Now Time Sets Solution Start Time to Now Solution Finish Time Date Time To track solution building time Solution Start Time Date Time To track solution building time of Solution team Solution Files For files related to problem s resolution Spawning Incident ID Link to selected fields in Incident For conversion linking will hold the ID of ID the Incident record that was converted to this Problem Action Set Diagnosis Start Time to Now Status wfstate Status field See Workflow Diagram Short Text 200 90 Time Description Holds description ofa Time Entry Time Spent Holds time spent for a Time Entry Total Time to Resolve Elapsed Time Measure the elapsed time between Date Hours Created and Date Resolved Only show if Status Resolved Text 10000 90x6 Description of work around if any 163 Workaround Choice Yes No Radio buttons Default No Provided Indicates that the Problem has a workaround supplied in the Workaround field Working Diagnosis Elapsed Time Measure of the elapsed time between Hours Diagnosis Start Time and Diagnosis Finish Time Working Solution Elapsed Time Measure of the elapsed time between Hours Solution Start Time and Solution Finish Time SAVED SEARCHES Default searches provided are detailed below The My Assigned search is used by the Inbox Saved Search Name Search Descript
200. record Time spent on the project is tracked on the Time Billing tab It includes a small form to enter time spent and a related table of time entries for this project Time entries can be searched for in the related table and linked to the project manually 76 Workflow Ss Planned Work In Default Progress y y JA a maam Feady for Testing Awaiting Customer i A Revisions Feedback pi b V y Default workflow for the Projects table Ownership Records in this table are owned by the Employee designated as the Project Manager PROJECT TYPES TABLE Purpose This is a background table that holds the Project Types referenced by the Projects table It allows the creation of new Project Types by Project Managers and other users without Admin group privileges If there are any Tasks that are required for a given Project Type they can be linked to the Project Type in the Task Templates table 77 Project Type Save Cancel v Project Type Task Templates History D 98 Status Active Project Category Internal Project Type Employee Termination Save Cancel PURCHASE ORDERS PO TABLE Purpose The Purchase Order table tracks authorized billable hours for a project It is shown as a related table within the Project table It could easily be linked to support cases or Quotes or other tables within the system Use Case PO records are creatable manually via the web form from
201. red fields are denoted by an next to the field label Attached Files For attaching relevant files Change Requests Related table Change Request Displays all Change Requests related to this Cl Cl Class Choice see Dependencies below Dependent choices based on Cl Type Cl Name Short Text Required Unique The name of the item Cl Tag Short Text 25 20 Unique for managing bar code or other asset tags 103 Choice Communication Device Computer Computer Peripheral Infrastructure Item Network Hardware Printer Server Software Application Storage Device Client Company Link to selected fields in Company Only show if Ownership Company Name Client Company this field is used when supporting client Cl s as well as internal company Cl s Display Company using the Company in other tables Default Communications Emails table Related Table Contracts CPU Short Text 20 30 Only show if Configuration Item Type Server or Computer For noting the hardware s CPU type Date Installed Date Time __ Date Last Upgraded For tracking upgrade history Scheduled Service task reminder notices Item age Date Stopped Date Time Default value Date the Working Operational Status field was last changed from Working to either In Maintenance or Non Operational Input box 10 chars wide Date Date For tracking expiration of Warranty Support service contracts Expires Short Text 90 255 2rowshigh Downstream Cls
202. renew the contract 54 Contract Save v Cancel Contract Details Notes and Approvals Related Contracts Renewals Insurance C s Emails History Record Type Contract i Parent Contract ID pe D 69 Assigned Team Contract Management Team Internal Contract Owner Robert Barash Status Active Renewal Type Notify staff to renew gt Contract Party Type Customer e Contract Type Parts only Contract Workflow Title Legal and Contract Mgmt Sequential Approvals Approval Type sequential Cancel Contract Requester Information Requester Name Admin System pe Requester Phone Ext Pp Requester Email Pp Contract Information Contract Title Hosted serice subscription for one year Contract Description For 20 users of our SAAS service Price increase of 2000 over last contract Contract Start Date Oct 04 2013 Contract End Date Sep 30 2014 Contract Amount p 22 000 Contract Party Information Company Name Agilot O Street Address 1 460 Seaport Court City Redwood City Country USA Zip or Postal Code 94063 US State CA State or Province Company Main Contact Company Main Contact Email agiloft example com Company Secondary Contact Company Secondary Contact i Email Attached Contract Files Contract Files Attach Manage 1 master_light_oran ge_red_20_07 png Inbound Contract Files Attach Manage No Files Attached Save Cancel Required fields are marked with a red aster
203. roubleshooting Other Number of Assignees Floating Point ee amber ePRepens roe O Perseroan roe e C Problem Closed Choice Flag for notification when linked Problem closes Not shown to users Default No Text 10000 90 x 6 For providing a solution before closing an Incident Service Request ID Service Link to selected fields Request Status Service from other table Service Request Summary Requests Allow multiple values No Allow entries not in source table No Set Priority Action button Automatically sets priority based on impact and urgency Spawning SR ID Link to selected fields For conversion linking will hold the ID of from other table Service Requests Allow multiple values No Allow entries not in source table No the Service Request record that was Staff Only Notes Append Only Text For communicating internally this field is not visible to end users 135 converted to this Incident Status Choice Choose From Open Assigned Closed Sent to Customer Updated by Customer Workaround Provided Reopened These choices represent states in the workflow field Submitter Department Link to selected fields Required Customer Phone Customer from other table People Email Customer Name Allow multiple values No Customer Login Customer Allow entries not in Team source table No Tinepesciton Tee a Tomoe e O a C amedTing RULES Set Priority on New Tickets Saved Search R Priority is Empt
204. rtner website Marketing campaign Purchased list Partner referral Customer referral Employee referral Other US For tracking advertising effectiveness and lead generation sources Choose From Aerospace amp Defense Agriculture Automotive Biotechnology amp Drugs Communications Computer Hardware Construction Consumer Goods Industry Choice 147 Education Electronics Financial Services Food amp Beverages Government Insurance Leisure Manufacturing Medical amp Health Services Metals amp Mining Not for Profit Printing and Publishing Retail Services Software Transportation amp Travel Utilities amp Energy Other Intl State or Province Short Text Key Requirements Multi Choice Choose From Fast deployment Full reporting Ease of use Breadth of functionality Customizability Tracks lead priorities when looking at a product Short Text Last Name of Lead Latest Close Date Date For tracking upcoming sales volumes Lead Created Via Choice Choose From Self registration Added by Sales Staff Defaults to Self registration For tracking automated vs manual lead creation Map it Action button Opens URL http maps google com maps f q amp q urlEncode Sstreet_address 1 urlEncode Scity Sus state Multi Choice Next Action Choice Next Action Due Date Time Reminder for the next action s logical due date Opportunity Name Short Text For giving po
205. s Then create a related table in the other table pointing to the Tasks table and you will be able to generate tasks from there This advanced functionality is best done after attending a training class or with our professional consulting team s assistance 18 Task Save Cancel v Task Details Related Info Time Emails History ID 291 Related to Project Task Summary Hold Kickoff Meeting with Team Members Assigned Team Project Manager Team AssignedPerson Project Manager Task Details Status Incomplete Date Due Jan 20 2014 17 00 i Date Done Description Schedule and lead a kickoff meeting with team members Set milestones in Project Working Notes Attached Files Attach Manage No Files Attached Preceding Task ID 277 0 Preceding Task Summary Define the Project Team M embers Save Cancel USE CASE When a Task is Created Tasks will be created automatically on creation of a Project or Service Request that contains them They will be auto assigned to the appropriate team or person based on the template task record When a task is created a rule called Create All Creation Actions runs and sets the due date If the task is related to a service request and the Date Due is empty then if the Template Number of Hours to Due Date field has a value this would be auto copied from the task template and there is no Date Due set and Status is not Done and Source Template ID is not
206. s Item Requested details linked Purchase Request Information and an area to select a matching Configuration Item The requestor selects an item from the Item Name drop down box which is filtered to show only items in the Type of Purchase category chosen in the Purchase Request record The Purchase Request Information fields are automatically populated with data from the Purchase Request this Item Requested was created from and represents the link to the Purchase Request The Configuration Item section allows the user or fulfilling staffer to select an existing Configuration Item from the Cl table The Cls available for selection are filtered to only in stock Configuration Items that match the Type of Item for this Item Requested The Cl fields link the Item Requested to a physical tracked asset Cl rather than just the template description Item enabling greater control and accurate recordkeeping Clicking the Assign to Requestor button will automatically update the selected Configuration Item by linking that Cl s User fields to the same Contact linked here as the Requestor That is the button will assign the Cl selected to the person requesting the item Processing of Records 44 Once created Item Requested records remain unchanged and stay linked to the Purchase Request Since the Item Requested records are maintained separately from the Item records they were spawned from they retain data that might change over time such as U
207. s Table A Status of Inactive indicates a workflow that is no longer available for use in the approval process An inactive workflow does not appear in the drop down menu as a possible approval process selection The Administrator may change an Available workflow to Inactive if needed Ownership Records in this table are owned by the user that creates them Specifically a record is owned by the user whose Login matches that of the login in the Creator Login field 69 STEPS TABLE Purpose The Steps table holds the individual steps associated to a particular workflow in the Workflow table Steps are created only for approval workflows with a Workflow Type of Sequential For more information on Workflows see the section titled Workflows Table Use Case Step records may be created by members of the Admin Contract Management and Contract Owner groups Steps may be created directly from the Steps However it is strongly recommended that steps be created from within particular Workflow record via the related table Each step must be associated to a particular sequential Workflow in the workflow table The Workflow must exist prior to creating the step record Selecting a Workflow title from the dropdown automatically links the step to the correct table Contracts Documents and Change Requests To create the step the user selects the Previous Step Number from the drop down and enters the current Step Number into the record The
208. s Yes Troubleshooting Password Requires at least one value to be selected Resets Desktop then Applications Custom Applications Upgrade and Purchase Policies Other Service Issues Select New Tasks Link to single field from Visible if Additional Field to show from other table Task Template linked Service contains Select New Tasks Filtered to only Template records in which the Template Status is Active and Related Service matches the Service Request s Type of Service Number of Assignees Floating Point Auto incremented when the Assigned Person field is changed Number of Completed Tasks Calc on Related Table Count of records in embedded Tasks Table whose status is Completed Number of Reopens Floating Point Auto incremented when the status changes from Closed to something else Number of Tasks Calc on Related Table Count of records in the embedded Tasks table Number of Teams Assigned Floating Point Auto incremented when the Assigned Team changes Preferred Login Short Text Visible if Additional Fields to show contains Employee Title and Login 184 Publish to Knowledgebase Choice Yes No Visible if Status Closed or Reopened if set to Yes will be visible in the FAQ interface for end users Resolution Text 20000 Holds the solution information about the service request Service Category Choice The user first chooses this field which filters the available linked services to those that include that category Solv
209. s associated with a particular employee login and no other end user employee will be able to edit that record All technician users are able to edit any service request by default REPORTING AND STATISTICS 17 Several fields are included that are used for statistical reporting The following fields may be of interest Number of Assignees is auto incremented each time the assigned person changes Rule Assigned team or person changed Action Notify team or person of new assignment Number of Teams Assigned is incremented each time a different team is put in the Assigned Team field Rule Assigned team or person changed Action Notify team or person of new assignment Number of Reopens is incremented each time a closed request is reopened by a customer Total Hours to Close elapsed time between Date Created and Date Closed default value Working Hours to Close elapsed time between Date Created and Date Closed minus the non working hours of the team in the Assigned Team field and the time during which the Status was Pending Customer default value Solved Within SLA yes no field with default value of Yes is set to No when the total hours to close is greater than the relevant SLA Hours to complete field pulled in with the service and based on priority Rule Status Change Actions Action All status change actions There are default reports measuring Total Time Spent by Service Category Average time to close
210. s in advance of expiration Disabled by Default ITEMS TABLE Fields Saved searches ITEMS REQUESTED TABLE Fields Formatting for Action Buttons Assign to User LEADS TABLE Fields Rules and Actions Lead Conversion Campaign actions Formatting for Action Buttons vii 126 126 129 130 130 130 131 131 134 131 134 132 132 132 132 132 132 133 133 136 136 137 138 138 139 139 139 139 140 140 141 142 142 143 143 143 144 144 144 144 145 145 145 145 146 146 150 150 150 150 Find Local Hotels Map It Saved Searches OPPORTUNITIES DEALS TABLE Fields Opportunity Saved Searches PEOPLE TABLE Fields Rules and Actions Edit Approval Record Creation Formatting for Action Buttons Export to Outlook PROBLEMS TABLE Fields Saved Searches Rules and Actions Rule Problem Creation actions Rule Problem Edit actions API Enabled Formatting for Action Buttons Add Time Convert to Change Request Copy Solution to Incident and Close It Copy Workaround to Incident End Diagnosis Clock Set Solution Finish Time Set Solution Start Time Start Diagnosis Clock PROJECTS TABLE Fields Rules and Actions Edit by Web All edit actions trigger tasks cancel tasks when cancelled etc TB notify Project Manager if hours exceed authorized hours Edit by Web or API Handle completion or addition of tasks and status changes __ Create All Project creation actions trigger tasks Saved Searches PROJECT TYPES TABLE
211. sabled by Default Purpose This rule controls the email notifications for upcoming expirations of contracts Runs At selected time intervals every 2 Days at 3 AM Search Filter R Renewal date is tomorrow Priority O Action E Email Contract Owner about Renewal Date Sent To User in the Contract Manager field Summary Reminds the Contract Manager that the impending renewal date of a contract TB Daily Check for Start Date Disabled by Default Purpose This rule checks for contracts whose start date has arrived and changes the Status accordingly Runs At selected time intervals every 2 days at 4 AM Search Filter R Status is signed and Start Date is today or earlier Priority 4 119 l Actions When Start Date Arrives Set Status to Active if Previous Contract ID NULL Set Status of Previous Contract to Renewed TB Daily Check for Expiration Date disabled Purpose This rule checks for contracts whose end date has arrived and takes the appropriate actions Runs At selected time intervals every 2 days at 2 AM Search Filter R Contract Expired Today Priority 5 l Handle Expired Contract if Renewal Type Automatically renews and Status Renewed and Status Cancelled Set Status to Renewed Convert to create new contract else Set Status to Expired if Renewal Type Notify staff to renew Email owner contract end date has passed FORMATTING FOR ACTION BUTTONS Cancel Contr
212. sible only if CR Type is Parent CR Approved By Approved Parent CR Approved Child shows information about the parent Parent CR Assigned By Parent CR Assigned Team CR Team Parent CR Parent CR Summary Parent CR Summary Parent CR ID ID Parent CR Requester Parent CR Requester Parent CR Service Title Parent Parent CR Service Title CR Status Parent CR Status Related Incidents Embedded Search Result Shows all incidents linked to this CR Related to Choice Configuration Item Required Field Controls visibility of Cl and Parent of change to multiple other fields Cl s Project Other Replaced Cl Link to selected fields in Cl Cl Name tometer ff Completion Requestor Department Link to User table Required Fields Default CR Creator Requestor Phone Requestor Email Requestor Name Requestor Manager Email Requestor Manager Risk if Not Done Choice Low Medium High Required Very High Scheduled End Time End Time Date time a oo Scheduled Time to Elapsed time Measures distance between Scheduled Sone e Service Category Choice shows all service Diaa e 93 Service Requests Related table Service Requests Shows all Service requests linked to this CR to Active to In Maintenance Spawn Child CR Action button Converts the CR to multiple child CRs linked to the Cl s selected in the Cls for Child CRs field Spawning Problem ID Link to selected fields in For conversion linking wil
213. sions Admin Staff These users can edit the system including rules and workflow and can view change and delete all records This group is intended to allow approval permissions to the Contract table and tables the Contract table is dependent on to any user it is applied to They can view and edit Contracts they are listed as an approver on and can view tables necessary to approve Contracts such as Steps Approvals Approval Templates and Companies Base Staff This group has the base permissions that should apply to all more privileged groups dealing with the Service desk tables Users in those groups should also be made a member of the Base Servicedesk group This group has full create edit access to records in the Service Request Incident Problems and Tasks tables and create edit own access to Change Requests and time entries It has full view access to Configuration Items Services Companies and Employees and can edit its own employee record but has no other create or edit access in those tables It can create edit end users external customers It cannot delete records Document End User Can create documents and edit their own customer of document Creator table Document Staff People who can approve and publish documents Cannot modify status Manager of document records manually Document Staff Can edit approvals for which they are the approver Reviewer Service Staff For staff responsible for maintaining the Service
214. ssible deals a unique name Parent Company Link to single field from For smaller subdivisions of larger other table Companies companies can search from current Negative Factors Choose From Price Financing Terms Features Service Guarantee Demo Documentation Company Reputation Personal Relationship Other Choose From Qualify Send Literature Confirm Available Budget Identify Decision Makers Create Opportunity Schedule Presentation or Site Visit Give Online Demo Give Onsite Demo Provide Proposal Negotiate Price Follow Up Closed Dead Allow multiple values No Allow entries not in source company records 148 Positive Factors Multi Choice Multi Choice Price Financing Terms Features Service Guarantee Demo Documentation Company Reputation Personal Relationship Other For sales team tracking of what reasons a deal goes through diese A Product Choice Choice SupportWizard Agiloft For tracking companies that might have purchased your product Public Company Choice Yes No Region Choice Choice Western US Central US Eastern US Canada Europe Asia Africa Other Assists sales team in tracking company s time zone Sale Comments Append Only Text For internal note taking on lead quality status and progress State or Province Short Text mw pe Street Address 2 Short Text Lead s company main phone line Telephone Telephone Fax Type of Request Choice Download Program
215. t purchased in a Deal OPPORTUNITY SAVED SEARCHES The default searches provided for this table are detailed below Saved Search Name Search Description Assigned to My Team Returns all records assigned to the logged in user s team that are not closed Converted to Deal Shows all records where the Opportunity workflow state is set to Closed Won My Assigned Returns all records assigned to the logged in user where the workflow state is not Closed Opportunities Only Displays only records where the Type is set to Opportunity excludes 154 Deals PEOPLE TABLE FIELDS Required fields are denoted by an next to the field label Field Label Data Type Comments In Table Short Text For contact s login to the system Password Password For the password User associated with the above login Actions Taken Multi Choice Sent literature Confirmed For tracking actions User available budget Identified decisions associated with sales and makers Qualified Created Opportunity marketing to a contact Gave Webinar or Demo Made Onsite Presentation Followed up after demo Sent Proposal Negotiated Price Closed Deal Converted to Customer Marked as Dead Did Failure Follow Up All Document Text This field is used to hold all IDs Converted Document IDs entered and used to prevent the template from being converted again Maximum size 100 000 Display size 90x5 Visible if Related to is Document Approval Choice Default
216. t 1 This field is used to indicate how many different approvals will be needed for change requests for this service It is pulled into the change request form and the value in this field determines how many approval fields are shown in the change request form It is editable in the change request table so a person with permission access to edit the field there can choose a different number if needed Status Workflow Default Planned The workflow states are shown in a diagram below To change the status choices and or transitions go to Setup Workflow and choose the Services table and click Edit Types of Cl Multi Choice Flag field for other automation SAVED SEARCHES Saved Search Name Search Description Active Service Request Show in Table Service Request and Status Active Services sorted by category Planned Services Status Planned Purchase Request Services Show in Table Purchase Request Retired Services Status Retired Service Catalog Status Active Service Pipeline Status Planned SERVICE REQUESTS TABLE Purchase Request Services Show in Table Purchase Request and Status Active and Status is Active FIELDS 181 Teile SODES Add Time Action Button Triggers action to convert Time Spent and Time Description fields to a Time Entry record linked to the Service Request then blanks the fields Add to Knowledgebase Choice Yes No Visible if Status Closed or Re
217. t of best practices intended to improve IT service while reducing failures and costs The actual implementation of any ITIL process is open to a wide range of interpretations While the basic structure of Service Incident Problem Change and Configuration Management is likely to be part of any ITIL implementation which services fall under which category what the relationship of the Service Catalog is to these various processes how these requests are structured and managed and many other details will vary widely based on the needs and preferences of a particular organization as well as the functionality of the particular software program used to implement ITIL Companies may implement ITIL along a spectrum moving from simple to complex from a fairly streamlined direct approach to a more controlled approach with more process steps and approvals required for relatively simple tasks Based on our years of experience implementing IT service solutions that people actually use we have designed our out of the box implementation to keep things as simple as possible within the ITIL framework For instance we have chosen to put requests for standard changes that require no special approvals into the Service Request table rather than the Change request table keeping the workflows for each request type more distinct and simpler Services such as New Employee Setup and Password Resets are therefore handled within Service Requests We have also d
218. t of the same name The report groups the CRs by requested date of completion by week and shows summary data including the sum of the Estimated Time to Complete for all records The report can be configured to be sent in a weekly email to the Change Management team Accomplished Change Accomplished Change is the complement to the Forward Schedule of Change and by default shows all closed Change Requests sorted by Date Closed CONFIGURATION ITEMS TABLE 39 The Configuration Items table holds records containing information about your company s Configuration Items assets It may include Cl s that are in inventory and not in service as well as all assets that are in service USE CASE Configuration ltem Creation Staff may add a Configuration Item manually to the system by creating a new record or integrated Discovery systems may create Cl records automatically with specified attributes Configuration Items have type specific attribute fields Manufacturer Model Serial Number etc and relationships to other Cls Service Requests Problems and Change Requests Related Service Requests Problems and Change Requests are displayed as lists of records within a Cl so the history of a given Cl is readily available Configuration Items may also be related to other Cl s in an upstream and downstream embedded table Record Creation Configuration Items may be created independently or when selecting Configuration Items in Change
219. t on the task Updated By Link to selected fields from Contact table Automatically populated when the Full Name record is edited Working Notes Append only For adding notes about the completion of the task RULES AND ACTIONS Create All create validations Purpose Restricts addition of tasks to legal statuses and specifies that due dates must be later than the day created Runs Create by Web Search Filter None Priority 1 Actions l All create validations if Project Status Completed or Project Status Cancelled Cannot add task to completed or cancelled project if Date Due this day warn that due date is in the past TB Set alert color field Purpose Updates helper Alert Color field to red when criteria met Runs Daily Search Filter Status not done or cancelled and due date is passed Priority 30 Actions U Set Alert Color Fields Changed Alert Color New Value Red 200 Create All Creation Actions Purpose Sets due dates assigns project manager and teams and emails assignees of assignation Runs Create by Email Web API Search Filter None Priority 4 Actions l All Creation Actions if Related to Service Request if Template Assign Based On SR Assignee Set Assigned person andteam to assignee if Template Number of Hours to Due Date 0 and Date Due NULL and Status Done and Source Template IDI NULL Set Due Date to Date Created plus Number of Workin
220. tatus from Closed to Reopened Increment of Reopens field t else if Status Pending Customer Change Status to Update by Customer if Assigned Person NWULL Email Assigned Person submitter update yelse Email Assigned Team submitter update FORMATTING FOR ACTION BUTTONS Add Time Purpose Triggers action to convert Time Spent and Time Description fields to a Time Entry record linked to the current Change Request record then blanks out Time Spent and Time Description On Click Save record then execute action Actions l Add Time if Time Spent NWULL Time spent must not be blank else Convert to Time Entry set Time Spent and Time Description to Blank Convert to Change Request Purpose Saves changes to the Incident and maps some of its fields into a new Change Request On Click Save record then execute action Actions C Convert to Change Request Conversation Change Request Options Interactive showing user the new record page Convert to Problem Purpose Save before and after conversion prevent conversion if the problem ID already has a value On Click Save record execute action save record again Actions 139 l Convert to Problem if first conversion if Linked Problem IDI NULL Only one linked Problem allowed else Convert to Problem Convert to Service Request Purpose Silently convert to service request On Click Execute action then save record
221. tatus of the record to Cancelled and save the record Visibility Only visible when Status is Draft 131 Publish Purpose This button will change the status of the record to Published and save the record Visibility Only visible when Status is Ready for Publication Publish without Approval Purpose This button will change the status of the record to Published following validation and save the record Visibility Only visible when Status is Pending Review Mark Retired Purpose This button will change the status of the record to Retired and save the record Visibility Only visible when Status is Published Return to Submitter Purpose This button will change the status of the record to Draft email the submitter to update the document and save the record Visibility Only visible when Status is Pending Review EUI TEMPLATES TABLE FIELDS Required fields are denoted by an next to the field label Short Text The The template name name Body Text e field holds the actual HTML template for the EUI Created By Link to fields from Contact table Full Tracks creator information Creator Name Name Full Name Login Primary Creator Login Team Creator Team Date Created Date Time Auto Auto populates at record creation at record creation Date Updated Date Time e updated when the record is edited Description Text A short description of the RUI template Auto Increment Auto incremented by the system this is the record s
222. the button This will set the existing approval records to Pending Approval with a notification to the reviewers 73 lt Document Save v Cancel Details Progress Emails History ID 20 Status Published Title Public Events Calendar for 2014 Year AssignedTeam Document ManagementTeam Assigned Person Mark Retired Document Details Document Type FAQ For Department Sales Department Manager Hector Gomez Priority Medium f Rush D Yes No Purpose This document will list all of the public events planned for this year Description This document will list all ofthe public events planned for this year Document Access Public Audience w Customers w Partners w Prospects rd Employees Ww Vendors w Executives W Media B Analysts Document Files Source Files Attach Manage 1 Desertjpa Published Format Choose one Published Files Attach Manage No Files Attached Internal File URL Related Documents Related Document s O Submitter Information Submitter Karen Sn eller O Submitter Department Save Cancel Example of Document Record Details tab If there are no rejections the status of the Document record is updated to Ready for Publication with a notification to the Submitter and the Document Management team The Document Manager can then attach the final approved document to the Published Files field and update the status of the Document to Published A notif
223. then save again Actions l Send to Party Actions if Notes To From Party Contacts changed from any value to any value last user s modification and Company Main Contact Email NULL Email Notes to Contract Party Set Sent to Party By field else if Notes To From Party Contacts not changed last user s modification Must provide content in Party Notes if Company Main Contact Email NULL Warn that company email was blank Submit for Approval Purpose On click sets the User Status to Pending Approval then saves and closes the record Visible only if Status equals Draft On Click Saves record and executes action Visibility Status is Draft or Pending Contract Manager Actions l Run Submit for Approval Actions 125 set Status to Pending Approval Increment Times Sentfor Approval by 1 if Approval Type Sequential Set Show Approval Fields to Yes Set Current Step ID to Start Step ID Email Current Approval Team ready for approval t else if Approval Type Parallel if Times Sent for Approval 0 Copy Contract ID to approval templates telse Set Status of all approvals to Pending Approval Submit for Review Purpose Emails Contract Manager Team of New Contract then sets Status to Pending Contract Manager On Click Saves record executes actions then saves record again Visibility Status is Cancelled or Draft Actions E Email Contract Manager Team of New Contract
224. tional fields are pulled in with the service including the number of approvals needed Z Change Request Save Cancel v Details Approvals Work Notes Related Records Time Emails History ID fic Urgency of Change cy Normal Emergency Status Open Change Category Critical 3 Change Summary My whole office building cant connect to the internet Service Information Serice Category Infrastructure Change l service Title Cl Replacement gt Description of Service Replace an existing Configuration tem with a different Configuration Item Special Instructions Request Information Risk if Not Done Critical Related to Parent of change to multiple Cis Request Details Requested Date of IEn Estimated Time to Complete Completion in Hours Change Description See summary 32 MANAGING APPROVALS There are many different ways of structuring a multiple approval process and the best method depends on your company s particular circumstances We have tried to make the out of the box implementation as simple as possible by creating hard coded approval fields 1 approver 2 approver 3 approver and so on with up to 5 separate approval teams persons approval dates yes no approval fields for each change request If your change requests typically require 3 or fewer approvals this is probably the simplest setup to manage and we have already preconfigured some essential approval notifications and val
225. ts and amendments should be linked to a Parent contract Contract Save Cancel Contract Details Notes and Approvals Related Contracts Renewal Insurance Assets Emails History Assigned Team Contract Manager Team Internal Contract Owner Jared Smith Status Draft A Renewal Type Notify staff to renew Contract Party Type Customer e Contract Type Subscription Service Workflow Title Contract Mgr and Legal parallel approvals Approval Type Parallel Below the Record Type are fields storing the Assigned Team and the Internal Contract Owner The default Assigned Team is the Contract Management Team This field is changed automatically by the system during the Approvals process The default Internal Contract Owner is the user who creates the contract record The list of available choices is filtered to users who are in the Contract Owner Team or the Contract Management Team Users in the Admin Group may manually change the Assigned Team and Internal Contract Owner if needed 56 Contract Save v Cancel Contract Details Notes and Approvals Related Contracts Renewal Insurance Assets Emails History Record Type Amendment Parent Contract ID i D 4163 Renewal Type Notify staf to renew Contract Party Type Customer Contract Type Subscription Service Workflow Title Contract Mgr and Legal parallel approvals Approval Type Parallel Submit for Approval Cancel Contra
226. ts are automatically given a CR Type of Child and a Related to value of Configuration Item If additional Cl s need to be added to the parent CR after some Cl s have already been added to that field the user can use the lookup to find the additional Cl s and choose the option to Import and Replace to overwrite what was in the field before then save the parent CR again This will generate new child CR s for the newly entered Cl s Each Child CR is assigned according to the normal assignment logic see below USE CASE Change Requests CRs may be directly created by technician users or may be created by conversion from a Service Request or a Problem in which case they are linked back to the generating record End User Record Submission By default Change Requests are not visible to end users and cannot be created by them This is defined by group permissions and if you would like to allow end users to submit change requests you can simply change the group permissions of the relevant groups to enable this Technician Record Submission When a technician submits a Change Request the Requestor contact information fields automatically populate based on the details in his her User record In the default setup a request cannot be submitted on behalf of a user who has no user record in the system However the creator can select a different person as the requestor if needed 35 The user is required to select a service after sele
227. tus of a Document record manually All other groups will use Action Buttons to move the document through the workflow The record will be created in a default status of Draft After supplying the required information and uploading a document the user will click the Submit for Review button to begin the review process If the user is not prepared to submit the record immediately they can save the record and make further updates Processing of Records After a document record is submitted for review the Assigned Team Document Management Team is notified and assigned the record by default A Document Manager will review the document for content formatting and to determine if the document requires additional review If there are any issues with the initial document the Document Manager will click the Return to Submitter action button to send the document back to a status of Draft A rule will run to notify the submitter that the document requires revision prior to submitting it for approval The user will make the appropriate updates and submit the document for review once again 72 If there are no issues and the document does not require additional reviews the Document Manager will click the Publish action button This will initiate a notification to the submitter that the document has been published If the document requires additional reviewers the Document Manager will select the appropriate reviewers by adding reviewer nam
228. uest the contact information fields automatically populate based on the details in his her User record In the default setup a request cannot be submitted on 13 behalf of a user who has no user record in the system This may easily be changed by modifying the linked fields from the User table to enable non source values to be used The user is required to select a service after selecting a service category When the service is selected the user will see a description of the service any special instructions for that service and any additional dependent fields defined to be visible for that service He may then provide further information and click Finish to save the form after which he will receive an email acknowledging receipt of the request Automatic Assignment of New Requests When a new request is saved it is automatically assigned to a team based on the values in three fields pulled from other tables Rule All new Service request actions Action Assign Service Request The related service has a Responsible Team associated with it and a field called Give Service Team Priority over Cl Team with a Yes No value If a Configuration Item was identified for the request then there is also a Cl Responsible Team field that will be populated in the SR The current assignment logic is if the Service Request involves a specific configuration item Cl then the request is assigned to the responsible team for that Cl unless the
229. umber of Approvals Needed 5 and Approved by 5th Approver Yes Need all approvals l Approval Notification Actions 96 if Status changed from any value to Pending Approval last user s modification if 1st Approverl NULL send 1st Approver email t else if 1st Approval Team NULL send 1st Approval Team email t if 2nd Approverl NWULL Email 2nd approver need approval 1 else if 2nd Approval Team NULL Email second approval team need approval if 3rd Approver NULL Email 3rd approver need approval t else if 3rd Approval Team NULL Email 3rd approval team need approval if 4th Approverl NULL Email 4th approver need approval t else if 4th Approval Team NULL Email 4th approval team need approval if 5th Approverl NULL Email 5th approver need approval t else if 5th Approval Team NULL Email 5th approval team need approval Status changed from any value to Approved during records last modification and Updated By assigned_person if Assigned Person NWULL send CR Approved email to Assigned Person t else if Assigned Teaml NWULL Send CR Approved email to Assigned Team else if Status changed from any value to Rejected last users modification and Updated By hassigned_person if Assigned Person NWULL send CR Rejected email to Assigned Person t else if Assigned Teaml NWULL Send CR Rejected email to Assigned Team Rule Ch
230. umber of people assigned number of teams assigned number of reopens and so on With the field structures already there it is easy to add reports to slice and dice the information the way you need it PROBLEMS TABLE OVERVIEW Problems represent the root cause of one or more Incidents or possible Incidents Resolving a problem means resolving preventing related Incidents Incident Management is concerned with restoring service as quickly as possible whereas Problem Management is concerned with determining and eliminating root causes and hence eliminating repeat problems The primary objectives of Problem Management are to prevent Incidents from happening and to minimize the impact of Incidents that cannot be prevented 28 YS Problem Save Cancel Details Progress Time Emails History ID 60 Problem Priority Standard 0 Status Pending Diagnosis SuUmMmary Our Network is Down Assigned Team 1stLevel Support Team Assigned Person Details Service Involved Email Problem Cl Identified Yes No Cl Information Cl Type Choose one 0 Cl Class Choose one pe Configuration Item O Cl User Name O CI Tag O CI Serial number Cl Status Diagnosis Details Description Risk Analysis Diagnosis Start Time Y Diagnosis Finish Time 4 Start Clock End Clock Root Cause Attached Files Attach Manage No Files Attached Save Cancel USE CASE Problem Creation When an
231. uring their lifetimes no workflows rules or actions are associated with them and no charts reports or saved searches exist for this table EUI and Documents Table When the Documents Table is enabled the EUI can be configured to allow access by end users to the table In order to enable this the main php and menu htm files need to be edited so that all references to global menu file and global home file are globoal menu doc file and global home doc file respectively These references can be found in ew_include SewText get calls in those html pages ADDITIONAL FUNCTIONS In addition to the tables and functions described above several additional functional tables are included with the ITIL KB that may be activated for use depending on the functions you requested when signing up for a free KB or downloading and installing They cover the general functions of Contract Management Project Management and CRM customer support sales and marketing These include the following main tables in addition to their supporting tables Contracts Documents Projects PO s Surveys and Survey Answers Leads Opportunities Quotes Products and Campaigns APPROVALS TABLE AND APPROVAL TEMPLATES SUBTABLE Purpose The Approvals Table is used to hold all of the approvals that are processed through the system Each record in the table is an individual approval or rejection that is linked to a parent C
232. utton Sets status to Published Visible only when status is Ready for Publication Publish without Action button Sets Status to Published Visible only Approval if Status is Pending Review requires validation of Requires Approval No Published Files File with Versioning Versioning enabled checkin and checkout implemented and fully enforced Published Format Choice Choices HTML PDF Powerpoint pptx MS Word docx MS Publisher pub Visio Adobe In Design Other Purpose Text Maximum size 500 Display size 90x5 Related Document s Link to single field from A multi select field to display all other table Documents documents in the Documents table related to the current document the current document will not be Allow entries not in source included display as multiple value table No box with popup selection list Requires Approval Choice Choices Yes No Default value Yes Required Return to Submitter Action Button Sets status to Draft and notifies submitter that their document needs review Allow multiple values Yes fast search 128 Reviewer s Link to single field from This is a multi select field where you other table Employee can either define an approval team of Allow multiple values Yes one or more potential reviewers fast search Used in the conversion process to Allow entries not in source create approval records Filtered to table No display only members of Document Revie
233. value No This field is used to indicate that a submitter s manager should be automatically cc d upon receipt of a request for this service For instance you may not require manager approval before a user requests an application upgrade but you may want the user s manager to know about it and to be able to reject or limit the request as appropriate Putting a Yes in this field will cause the manager to be cc d by the system when the request is received so she can intervene if necessary SLA Hours Critical Floating Point Default 2 hours POEN This field may be used to define the SLA due date for this service if the priority is set to Critical This field will be pulled into the related Request and used to set an SLA Due Date that can then trigger escalations and automate reporting on whether SLA targets are being met SLA Hours Floating Point Default 24 hours Standard Priorities This field may be used to define the SLA due date for this service if the priority is set to anything except Critical This field will be pulled into the related Request and used to set an SLA Due Date that can then trigger escalations and automate reporting on whether SLA targets are being met Naturally if you want a different SLA Due date for each Priority value you may create additional fields one for each Priority value 180 Number of choice 1 2 3 4 5 Visible only if Show in Tables Change Request Approvals Needed Defaul
234. w entries not in source table No Cl Class Cl Name Cl Tag Cl Link to selected fields Required Type Cl Responsible Team CI from other Serial number Cl Status table Configuration Items Allow multiple values No Allow entries not in source table No Closed By Closed By Team Link to selected fields from other table People Allow multiple values No Allow entries not in source table No Communications Communications Search Result Convert to Change Request Action button Save and Close record and convert to create a new Change Request Convert to Problem Action button Save before and after conversion prevent conversion if the problem ID already has a value Convert to Service Request Action button Converts silently CR Change Category CR Link to selected fields Summary CR ID Change from other table Change Request Status CR Urgency Requests Allow multiple values No Allow entries not in source table No would like to reopen my Choice Defaults to No Incident This is used to flag an Incident for reopening and further action Impact Choice Number or percentage of affected users Required Incident Reported via Choice Required Default Web Internal CCs Link to Employees Single field link with multiple values 134 a Knowledgebase Topics Multi Choice Required Choose from Software Troubleshooting Printing Troubleshooting Network Access Troubleshooting PC Laptop Troubleshooting Phone Cell T
235. wers Team Visible only if Requires Approval is set to Yes display as multiple value box with popup selection list Source Files File with Versioning Versioning enabled Check in out implemented and fully enforced changes to document displayed in Source Document Changes field Status Choice Workflow Choices Draft Pending Review Pending Approval Ready for Publication Published Retired Cancelled Submit for Approval Action Button Runs an action to set the Status to Pending Approval and initiate the conversion process Require value in either Potential Approvers validation Submit for Review Action button Runs an action to set the Status to Submitted for Review Visible only if Status Draft Link to selected fields from Default to creator Submitter Submitter Department other table Employees Allow multiple values No Allow entries not in source table No Display size 90x1 Approvals Linked Records Approvals Total Number of Calculation on Multiple Filtered to Approvals with an Approvals amp Rejections Linked Records Approvals Approval Status of Approved or Rejected Rejections Linked Records Approvals Approval Status of Rejected Total Number of Calculation on Multiple Filtered to Approvals with an Requires Reapprovals Linked Records Approvals Approval Status of Requires Reapproval Working Notes Append Only Text Display size 90x5 RULES 129 Create All Creation Actions
236. whereas a critical server failure might be classified as Affects Company Urgency is a subjective measure of the criticality and time sensitivity of the Incident and ranges from Low to Critical Both Impact and Urgency are used to automatically determine the official Priority of the Incident a field which is hidden from the end user and only editable by staff See Incident Rules for the current logic used to set the Priority Priority is only set by a rule if the staff user has not already manually set it After providing the summary description category impact and urgency the user clicks Finish and receives an automatic email notification when the system creates the record Technician Record Submission A technician creating an Incident sees additional information relating to the status of the Incident including assignee and status fields Unlike end users staff can see an additional section on the details tab for Configuration Item Information that shows fields relating to a specific Configuration Item By default Incidents are created with the Problem Cl Identified field set to No but if a staff person determines the Cl that is the root cause of the Incident he or she may set this field to Yes and select a Configuration Item via a linked field set By default Incidents without a Cl identified are assigned to the 1st Level Support Team Technicians can also set the assigned team and assigned person manually via drop down lists i
237. which affects the automation generating tasks for those tables in the expected way Task Templates can also be Independent unrelated to any table Other tables can be added to the set that Task Templates can be related to through some modification of the automation and fields The suggested course of action for this kind of change is consulting with a trained implementer or using someone officially trained in the software Task Template _Save v Cancel Template Details History Related to Project Template Status Active Task Summary Invoice customer Assume a 9 hour work day and choose the number of working hours in which the task should be due Forinstance 18 hours will be two working days Number of Working Hours 45 Project Type Client Professional Services to Due Date Required or Optional Optional Assign Task Based On Assigned Team in Task Template Assigned Team Finance Team Assigned Person Description Attached Files Attach Manage No Files Attached Preceding Template ID 69 Preceding Template Name Obtain customer signoff on work Save Cancel Whenever a Task Template is used to generate a Task a conversion is done from the Task Template table to the Task table mapping important information in the Task Template to the Task record that is generated This Task record is linked to the Service Request Project or other table that spawned it
238. within Project records in the related table or via mass import Only members of the Professional Services Sales and admin Groups may create or import records PO records are creatable in any workflow state Only members of the Professional Services Sales and admin Groups may edit records but Support Staff may view all PO records V m y in Progress F gi ar SS a iig aisa ena ctl V Ee gt y en eS y aer JG Default workflow for the Purchase Orders table Ownership Records in this table are owned by an Employee generally the one who created the record Each record is associated with a particular Employee login SUPPORT CASES TABLE Purpose This table is used to manage external customer support requests Itis set up to be accessed by the Customer group and the Base Technical Group USE CASE 78 End User Record Submission Customers may create support cases using the tab in the end user interface or by sending an email once an inbound email address is set up When a customer submits a support case the contact information fields automatically populate based on the details in his her user record If the user record doesn t contain a value in the Customer Name or Email fields the customer will be required to enter a value in those fields manually The Type of Issue is set by default to Question If the customer changes it to Installation Issue or Bug they will be required to fill out th
239. xt Step ID Previous values No Approver Previous Approval Allow entries not in Team Previous Step ID Progress source table No Bar Image Step Number Current Step Title Days in advance to notify for Integer Default 45 renewal Has Related Contracts Choice Determines the visibility of the related contracts table Has Related Subcontracts Choice This controls visibility of the Subcontracts table Inbound Contract Files File with Versioning For files sent from a vendor or party to the contract during the approval process Insurance Certificates Related Table Insurance Certificates Is the new contract a Renewal Choice This is mapped in conversion to the Renewal Contract Yes No field in the new contract so we know whether to maintain the link to the previous contract id or blank it out Mark as Signed Action button Sets status to Active or Signed depending on if the Contract Start Date has passed or not New Record Type Choice Same choices as for Record Type Master Contract Contract Subcontract Amendment This field is used when using the action button to convert to a new contract record Choosing the type of new record here sets the record type of the new record Dependent Choices are set up based on the Record Type field Notes To From Party Contacts Append Only Text Putting notes in this field and clicking the Send to Party Contacts button will send an email with the notes and the attached contract files to the Pr
240. y l Set Priority 136 if Impact Affects Single User if Urgency Low set Priority to Low t else if Urgency Medium Set Friority to Medium t else if Urgency High Set Priority to High t else if Urgency Critical Set Priority to High 1 else if Impact Affects Multiple Users or Impact Affects Department if Urgency Low set Priority to Low t else if Urgency Medium set Priority to Medium else if Urgency High set Priority to High t else if Urgency Critical set Priority to Critical else if Impact Affects Office if Urgency Low Set Priority to Medium t else if Urgency Medium Set Priority to High else if Urgency High Set Priority to High t else if Urgency Critical Set Priority to Critical t else if Impact Affects Company Set Priority to Critical if Urgency Low Set Priority to High t else if Urgency Medium t else if Urgency High Set Priority to Critical t else if Urgency Critical Set Priority to Critical Incident All Creation Actions l Conditional Creation Actions if Spawning SR IDI NULL Update SR with conversion note if Problem Cl Identified Yes and Assigned Team NULL and Cl Responsible Team NULL Assign to Cl Responsible team else Assign to 1stlevel support team l Notify Customer and Assignee 137 if Status Closed if Assigned Person l NWULL Emai

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