Service providers : Dynamic order allocation : Working with... : Tasks for the contract manager : Adding a general allocation agreement
Adding a general allocation agreement
Typically, you define an allocation agreement on a contract line of a customer contract. The purpose of this agreement is to determine which linked team is responsible to pick up a work order at a given time: the 'regular' team or the on-call team. The detection mechanism to find the right team is activated from the date-time when the work order was added (Reported on field). It is assumed that a default or General allocation agreement will cover the majority of cases with regard to team allocation.
Procedure
1. Go to the Customer contracts TSI.
2. At Customers, select the relevant customer.
3. At Contracts, select the relevant customer contract.
4. At Service contract lines, select the relevant contract line.
5. Go to Contract agreements > Allocation agreements.
6. On the action panel, click Add General allocation agreement.
7. Enter a unique Code and Description for the agreement.
8. In the Contract line field, link a relevant contract line to the agreement.
9. In the Allocation group field, select the relevant allocation group.
10. In the 'Time to' criterion field select the relevant set of criteria by which you want have a team allocated to an order:
◦ TTR - Time to respond
◦ TTA - Time to attend
◦ TTF - Time to fix
◦ TTC - Time to complete
11. In the Allocation threshold field select the relevant, predefined set of thresholds that determine the crossover times between working hours and non-working hours.
In the Allocation thresholds TSI you can define sets of allocation thresholds. In a set of Allocation thresholds, you can define start time thresholds and end time thresholds for all 'Time to' criteria. So if, for example, you select TTF in the 'Time to' criterion field, the Start time TTF threshold (in min.) and End time TTF threshold (in min.) will automatically detect the right team or on-call team for any work order added for the same customer contract line. See Allocation thresholds for more information on defining the thresholds.
12. Click Save.
For cases that are not covered by the general allocation agreement, you must specify and link specific allocation agreements. See Specific allocation agreement.