ServiceGrid Article - Calendar

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Contents

Overview

As in other areas of the ServiceGrid application a high degree of flexibility allows customizing the different functions, lists and forms used for dispatching. Depending on the method of dispatching that shall be used certain basic data has to be created and managed.

Dispatch use case
Data Objects used
Setups to be customized
Delegation and escalation to queues
Queues
CallDetail/CallList
Delegation and escalation to technicians
Queues/Technicians
CallDetail/CallList
Creating and Managing Activities

Queues/Technicians
CallDetail/CallList
ActivitiyStatus/ActivityTypes
ActivityList/ActivityDetail
Calendar based planning of Activities


Queues/Technicians
CallDetail/CallList
ActivityStatus/ActivityTypes
ActivityList/ActivityDetail
Skills (Optional)
TechnicalFilterList

In the following section the different data and setup options are explained in detail.

Administration of queues and technicians

Create, change or delete queues

Queues are groups of technicians that can be assigned as responsible queue to a call as level 1, level 2 or level 3 queue. Technicians are persons (users) who are member of a level 1, level 2 or level 3 queue. Thus a technician can be assigned to a call as a level 1,level 2 or level 3 technician.

To create, update or delete queues:

  1. go to BasicData/MyCompany
  2. Select Queues.
  3. Create a new queue clicking the Create new Queue function link.

Assign queues as default queues to services

As an option it is possible – and recommended – to define through services (contract element, service item) the default queue for that service. If default queues are defined in the service the queue is automatically set when the call is opened and the service is assigned.

To set the default queue for a ContractElement or a ServiceElement

  1. go to BasicData/ContractElements
  2. Select a ContractElement from the list.
  3. Select the level 1-, level 2- or level 3-queue in the detail form fields:
    1. SLA.Queue1SP, SLA.Queue2SP, SLA.Queue3SP for the service provider
    2. SLA.Queue1SC, SLA.Queue2SC, SLA.Queue3SC for the service customer

Assign technicians to queues

Technicians may be assigned to one or many queues. Each queue may contain one or many technicians.

To assign technicians to queues

  1. go to BasicData/MyCompany
  2. Select Queues.
  3. Select a Queue from the list
  4. Click the Display Technicians function link
  5. Click the Add Technicians function link.

Administration of technicians and skills

Skills are assigned to one or more technicians. To use Skills the list of defined skills has to be created and the skills have to be assigned to technicians. If technicians are referenced to skills, the skill can be used as selection parameter in the technician calendar.

Create, change or delete skills

The skill list is managed in the Setups/Users section in BasicData/MyCompany.

To create, update or delete skills:

  1. go to BasicData/MyCompany
  2. Select Setups
  3. Select User
  4. Select Skills
  5. Create a new skill clicking the Create new skill function link.

Assign skills to technicians

To use skills, the technicians have to be assigned to skills.

To assign technicians to skills:

  1. go to BasicData/MyCompany
  2. Select Setups
  3. Select User
  4. Select Skills
  5. Select a Skill
  6. Click the Display Technicians function link
  7. Click the Add Technicians function link.

Administration of activity codes

Activities are assigned to a call and a technician. The activity data record also includes the WorkStart and WorkEndTime, text remarks, optional activity type and activity status and if needed travel time and distance data.

Create, change or delete activity types

Activity types are commonly used to distinguish between different types of tasks, e.g. installation, training, service. If activity types are used the required activity types have to be created in the Setup/Activities section in the BasicData-module

To create, update or delete activity types go to BasicData/MyCompany:

  1. Select the Setups section.
  2. Select Activities and ActivityTypes.
  3. Create a new activity type clicking the Create a new Activitytype function link.

Create, change or delete activity status

Activity status is commonly used to distinguish between different status of tasks, e.g., planned or finished. If activity status are used the required activity status have to be created in the Setup/Activities section in the BasicData module

To create, update or delete activity types go to BasicData/MyCompany:

  1. Select the Setups section.
  2. Select Activities and ActivityStatus.
  3. Create a new activity status clicking the Create a new Activitystatus type function link.

Customizing activity setups

Activity detail setups

Standard setups

The following setups are provided as standard setups for activity details:

Standard - This is the default setup containing ActivityType, ActivityStatus, all date and time fields and all descriptive text fields.

Compact - The Compact setup includes only ActivityType, ActivityStatus and WorkStart-and WorkEndTime.

Distance - The Distance setup contains travel data only (Distance, Travel Remarks).

Worktime - The Worktime setup contains work time fields only.

Create company specific setups

Company specific setups can be created in the Setup section of BasicData/MyCompany. For all details please go to SD List and Detail Setup.

Activity list setup

Standard setups

The following setups are provided as standard setups for activity details:

Standard View - This is the default setup containing ActivityType, ActivityStatus, all date- and time fields and all text fields

Status View - The “Status” setup includes only ActivityType, ActivityStatus and WorkStart/WorkEndTime.

Distance View - The “Distance” setup contains travel data only (Distance, Travel Remarks)

Sum All - This setup calculates the sum of Wortktimes, Traveltimes and Distances per Year and Month.

Sum Distance - This setup calculates the sum of distances per Year and Month.

Create company specific setups

Company specific setups can be created in the “Setup” section of BasicData/MyCompany. For all details please go to SD List and Detail Setup.

Technician Calendar Filter List

Standard Setups

The following setup is provided as standard setup for the technician filter list:
Standard - The setup contains first and last name of the technician, the skill, the activity type and the activity status.

Create company specific setups

Company specific setups can be created in the Setup section of BasicData/MyCompany. For all details please go to SD List and Detail Setup.

Customizing call detail fields and options

Using the calendar form for dispatching

To use the technician calendar through the call detail form the Technician Calender button has to be enabled. To enable the Technician Calender button, the flag HasFieldSpecificButton has to be set as option in one of the following fields inside every required call detail setup:

  • ProviderTechnician
  • ProviderTechnician2
  • ProviderTechnician3
  • CustomerTechnician
  • Customertechnician2
  • Customertechnician3

Using the list selection of queues for dispatching

To use the list selection of queues in the call detail form the flag IsReadOnly has to be set to no in one of the following fields in the call detail setup:

  • QueueSP
  • QueueSP2
  • QueueSP3
  • QueueSC
  • QueueSC2
  • QueueSC3

Using the list selection of technicians for dispatching

To use the list selection of technicians in the call detail the flag IsReadOnly has to be set to no in one of the following fields:

  • ProviderTechnician
  • ProviderTechnician2
  • ProviderTechnician3
  • CustomerTechnician
  • Customertechnician2
  • Customertechnician3

Using activities in the call detail

To enable the use of activities in the call detail the flag MoreButton has to be set in the call detail setup master data.

To define which permission group has access to the activity detail in the call detail the function SD.call/activities has to be enabled in BasicData/MyCompany/Permissions/Menus and Permissions.

Using the dispatching list for dispatching

To use the dispatching list selection for technicians or queues in the call detail form the flag “HasSearchButton” has to be set in one of the following fields:

  • QueueSP
  • QueueSP2
  • QueueSP3
  • QueueSC
  • QueueSC2
  • QueueSC3
  • ProviderTechnician
  • ProviderTechnician2
  • ProviderTechnician3
  • CustomerTechnician
  • Customertechnician2
  • Customertechnician3


For a complete list of Cisco ServiceGrid Articles, go to the List of Articles page.


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