Adding an order with automatic detection of a team / on-call team
Precondition: Allocation agreements have been configured in your Service Providers environment. The Service agreement service, Trade, Team and On-call team fields have been added to the relevant layout(s) of the Work Orders TSI.
See for more information.
With the correct configuration of Allocation agreements in your Service Providers environment, the applicable regular team and the on-call team can be detected when you add a work order for a customer contract in the Work Orders TSI.
 | • The On-call team members selection step must be added to the Work Orders TSI to display ‘on-call’ team members to back-office personnel. Application managers can configure this step on the Order details level of all relevant Work Orders TSIs. • Team detection and allocation can only be applied to the order system types work orders and PPM orders. Be aware that 'On-call' team detection only applies to work orders and not to PPM orders. |
The team detection mechanism in the back-office takes the following 'meta data' into account:
• the Calendar that is linked to 'regular' team,
• the Allocation agreement(s) linked to the applicable customer's contract line,
• the Allocation thresholds that apply to the allocation agreement,
• the on-call team's configuration on the Team allocation planboard, including handover date-times, the team members' priority duty exceptions etc.
In addition, the work order data you fill in (or leave blank), are used for the detection of the correct team / on-call team:
• Date-time you add the work order (= value in the Original start date-time field)
• Asset
• Space
• Property
• Contract line
• Customer
• Service agreement service with linked Terms for time
• Trade
Procedure
1. Create a work order / PPM order with the mandatory fields filled in (Number, Order group, Property).
2. In addition, fill in any non-mandatory data; for example Customer and Service agreement service.
The Trade, Terms for time and Contract line fields will be automatically populated based on this data.
3. Click Save.
The Original start date-time is now also populated. Based on this date and the team configuration data, the regular Team and, if applicable, On-call team (not applicable in case of a PPM order) are also detected and populated.
4. When an on-call team comes into scope for a work order, based on the entered order data, find out which on-call team member(s) must subsequently be contacted.
See Scenarios for on-call teams taking 'time-to' thresholds into account for various scenarios in which an on-call team needs to be contacted.
5. Drill down from the relevant work order to the > selection step ...
6. ... or run a user-defined report.
For more information on how to configure and generate a user-defined report with the relevant on-call team members, see Finding on-call team members - create and run report.
If you fill in the Trade instead of the Service agreement service, the right team and on-call team can be detected through the link between the trade and the team that has been configured on the applicable allocation agreement.