ServiceGrid Article - ContractElements

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Contents

Overview

A contract describes the relationship between a service customer and a service provider, both represented by organizations either in one tenant or across multiple tenants. Contracts should have at least one ContractElement or one ServiceItem to be fully defined.

A ContractElement (or ServiceItem) contains the individual details about a service provided between two organizations linked through contract. It contains the information about service level agreement, escalation rules, categorization, and escalation to queues.

The following are the features of a ContractElement:

  • A ContractElement contains the SLA times.
  • A ContractElement can have devices.
  • A ContractElement is assigned to a single contract only.
  • A call is uniquely related to one specific contract and ContractElement.

ContractElements.png

For more information about contracts, refer to the Contracts document.

Grid-Core

For information about using ContractElements in the GRID-CORE, refer to the Contracts document.

Create a new ContractElement

You can create ContractElements directly inside the contract which they should be assigned to.

Precondition: Users with write permissions for BasicData can create ContractElements.

To create a new ContractElement, follow these steps:
Step 1: Select the contract from the ContractElement or contract list.
Step 2: Use the Create new contract element function.
NOTE: Once all the details of the new ContractElement is saved in the contract, the newly created ContractElement will appear inside the left frame (like INC-Hardware or INC-Software above). You must navigate to the ContractElement folder and view its sub settings.

Field description

When you display the master data of the ContractElement, only those fields which are filled are displayed.

The following are the fields which are filled by default:

  • SLA.ID
  • SLA.ShortName
  • SLA.Editor
  • SLA
  • EditTime


Fields1 CE.png

Field Name
Name of Tag in Call
Field Description
SLA.ID
<SD.call/ContractElements/ID />
Identifier (ID) of the ContractElement: A number which usually is identical to the ObjID but it can also be different. ID and Obj ID are two different fields. Obj identifier is a unique identifier value generated by the system. However, the identifier of the record can change wherever the record is historicized for example, calls, devices, locations, in the calls is the ID = SDCallID.
SLA.ShortName
<SD.call/ContractElements/ShortName />
Mandatory—Short name of the ContractElement. The string length is 12 characters.
SLA.Name
<SD.call/ContractElements/Name />
Mandatory—LongName of the ContractElement.
SLA.Name1
<SD.call/ContractElements/Name1 />
Long name of the ContractElement—the field is equivalent as SLA.Name1 only and it is not mandatory.
SLA.Name2
<SD.call/ContractElements/Name2 />
Long name of the ContractElement—the field is equivalent as SLA.Name2 only and it is not mandatory.
SLA.Name3
<SD.call/ContractElements/Name3 />
Long name of the ContractElement—the field is equivalent as SLA.Name3 only and it is not mandatory.
SLA.Name4
<SD.call/ContractElements/Name4 />
Long name of the ContractElement—the field is equivalent as SLA.Name4 only and it is not mandatory.
SLA.Name5
<SD.call/ContractElements/Name5 />
Long name of the ContractElement—the field is equivalent as SLA.Name5 only and it is not mandatory.
SLA.ValidFrom
<SD.call/ContractElements/ValidFrom/>
Date field, for display purpose only and is not referenced anywhere.
SLA.ValidUntil
<SD.call/ContractElements/ValidUntil/>
Date field, for display purpose only and is not referenced anywhere.
SLA.URL
<SD.call/ContractElements/URL/> Valid URL ; It is seldom used. Displays location of OnLine-callable, legal contracts (for example, download as a PDF file from a third system) between customers and providers, which are represented by these ContractElements.
SLA.URL-Name
<SD.call/ContractElements/URLName/>
URL Name has been implemented for the case that the URL is very long and it is seldom used.
SLA.Active
<SD.call/ContractElements/IsActiv />
Mandatory—important field. Specifies whether this ContractElement can be used or not.
SLA.IsDeactivationByUploadAllowed
<SD.call/ContractElements/IsDeactivationByUploadAllowed />
When uploading through the Data Brocker all ContractElement can be disabled. Individually reactivate uploads at the start of the upload. This automatic deactivation can be prevented for this ContractElement use this flag.
SLA.UsePrioritiesOfSLAExtensions
<SD.call/ContractElements/UsePrioritiesOfSLAExtensions />
When enabled, you can select the online interface only those priorities, for which SLA Extensions were created.
SLA.DefaultElement
<SD.call/ContractElements/IsDefaultFlag />
If this field is set and over a bridge just a contract is delivered , but no ContractElement, the Converter sets this ContractElement. Logically, it should therefore be only one default element within a contract. There is no check.
SLA.RequestType

There are predefined request types valid for the whole database. These request types can be maintained in the Common Content.

NOTE: Changes in the Common Content have system-wide impact. If this field is set, the corresponding value is automatically copied into the ticket when creating it.

SLA.Description
<SD.call/ContractElements/Description/>
Data Type—Text
SLA.ContractIDCust
<SD.call/ContractElements/ContractIDCust/>
Identifier of the ContractElement in the system of customers if they have their own identifier for the ContractElement.
SLA.CustContact

Referenced user who is responsible for this ContractElement on Customer page (Product Manager, Client Relationship Manager).
SLA.CustMailGroup

In the Message Rules, mail groups can be defined in the menu item "all mail groups", Groups of users, which, under certain circumstances receive mails. A mail group can be stored in this field. Afterwards, in the Communications this entry can be referenced by “SCContractMailGroup” as a receiver.
SLA.CustomerBackgroundcolor
<SD.call/ContractElements/CustomerBackgroundColor/>
Helps to display in an SD2 a call list of individual lines in different colors. These colors can be seen only if the users is in the role of  a customer.
SLA.CustomerFontColor
<SD.call/ContractElements/CustomerFontColor/>
Can be used to represent in an SD2 in a call list the fonts of individual lines in different colors. These colors can be seen only if the users is in the role "customer".
SLA.MessageCustomer

Can be preset by the Contract. Controls whether messages are sent to the customer irrespective of the Message Rules definition.
SLA.IsSelectableForCustomer
<SD.call/ContractElements/IsSelectableForCustomer />
Customize for Customer in the online interface when opening a ticket. There is no other program code for it. This field can be used in customizing the setup for filtering.
SLA.CopyCategoriesCommitedCust
<SD.call/ContractElements/CopyCategoriesCommitedCust /> Categories are not mapped in the Codes like Priorities or FailureTypes. If this field is set, the own Categories are copied to the other side when you save the ticket. This is applicable if only one side has Categories – so do not use both “SLA.CopyCategoriesCommitedCust” and “SLA.CopyCategoriesCommitedProv”.
SLA.ContractIDProv
<SD.call/ContractElements/ContractIDProv/>
ID of the ContractElement in the system of the provider if they have an own identifier for the ContractElement.
SLA.ProvContact

Referenced user who is responsible for this ContractElement on provider side for example, Product Manager, Client Relationship Manager.
SLA.ProvMailGroup

In the Message Rules mail groups can be defined in the menu item "all mail groups", Groups of users, which, under certain circumstances receive mails. A mail group can be stored in this field. Afterwards, in the Communications this entry can be referenced by “SPContractMailGroup” as a receiver.
SLA.ProviderBackgroundColor
<SD.call/ContractElements/ProviderBackgroundColor/> Can be used to render in an SD2 in a call list of individual lines in different colors. These colors can be seen only if the users is in the role "Provider“.
SLA.ProviderFontColor
<SD.call/ContractElements/ProviderFontColor/> Can be used to represent in an SD2 in a call list the fonts of individual lines in different colors. These colors can be seen only if the users is in the role "Provider”.
SLA.MessageProvider

Can be preset by the contract. Controls whether messages are sent to the Provider regardless of what is defined in the Message Rules.
SLA.IsSelectableForProvider
<SD.call/ContractElements/IsSelectableForProvider /> Customize for Customer in the online interface when opening a ticket. There is no other program code behind it. This field can be used in customizing the setup for filtering.
SLA.CopyCategoriesCommitedProv
<SD.call/ContractElements/CopyCategoriesCommitedProv /> Categories are not mapped in the Codes like Priorities or FailureTypes. If this field is set, the own Categories are copied to the other side when you save the ticket. This is applicable if only one side has Categories – so do not use both “SLA.CopyCategoriesCommitedCust” and “SLA.CopyCategoriesCommitedProv”.


Once the fields listed in ContractElements is filled, they are copied to their respective field data during ticket creation.



Fields2 CE.png


Field Name
Name of Tag in Call
Field Description
SLA.CopyNewSolutionsToProvider
<SD.call/ContractElements/CopyNewSolutionsToProvider />
This field is used in context with the module SD.Solution
SLA.CopyNewSolutionsToCustomer
<SD.call/ContractElements/CopyNewSolutionsToCustomer />
This field is used in context with the module SD.Solution
SLA.Component
<SD.call/ContractElements/Component/>
Copied to the corresponding field when the ticket is created.
SLA.CompShortName
<SD.call/ContractElements/CompShortName/>
Copied to the corresponding field when the ticket is created.
SLA.CompName
<SD.call/ContractElements/CompName/>
Copied to the corresponding field when the ticket is created.
SLA.CompManufacturer
<SD.call/ContractElements/CompManfacturer/>
Copied to the corresponding field when the ticket is created.
SLA.CompType
<SD.call/ContractElements/CompType/>
Copied to the corresponding field when the ticket is created.
SLA.CompModel
<SD.call/ContractElements/CompModel/>
Copied to the corresponding field when the ticket is created.
SLA.CompSerNr
<SD.call/ContractElements/CompSerNr/> Copied to the corresponding field when the ticket is created.
SLA.CompSerNrProv
<SD.call/ContractElements/CompSerNrProv/> Copied to the corresponding field when the ticket is created.
SLA.CompInvNr
<SD.call/ContractElements/CompInvNr/> Copied to the corresponding field when the ticket is created.
SLA.CompOpSys
<SD.call/ContractElements/CompOpSys/>
Copied to the corresponding field when the ticket is created.
vSLA.CompDescription
<SD.call/ContractElements/CompLocationDescription/>
Copied to the corresponding field when the ticket is created.
SLA.CompLoc
<SD.call/ContractElements/CompLocation/> Copied to the corresponding field when the ticket is created.
SLA.CompLocName
<SD.call/ContractElements/CompLocationName/> Copied to the corresponding field when the ticket is created.
SLA.CompRoom
<SD.call/ContractElements/CompRoom/> Copied to the corresponding field when the ticket is created.
SLA.CompLocZip
<SD.call/ContractElements/CompLocationZip/>
Copied to the corresponding field when the ticket is created.
SLA.CompLocCity
<SD.call/ContractElements/CompLocationCity/> Copied to the corresponding field when the ticket is created.
SLA.CompLocStreet
<SD.call/ContractElements/CompLocationStreet/> Copied to the corresponding field when the ticket is created.
SLA.CompLocProvince
<SD.call/ContractElements/CompLocationProvince/> Copied to the corresponding field when the ticket is created.
SLA.CompLocCountry
<SD.call/ContractElements/CompLocationCou_objid/>
"$3" FOREIGN KEY (complocationcou_objid) REFERENCES countries(objid) ON UPDATE RESTRICT ON DELETE RESTRICT
SLA.CompLocCategory
<SD.call/ContractElements/CompLocationCategory/> Copied to the corresponding field when the ticket is created.
SLA.CompLocTel
<SD.call/ContractElements/CompLocationTel/> Copied to the corresponding field when the ticket is created.
SLA.CompLocDescription
<SD.call/ContractElements/<CompDescription/> Copied to the corresponding field when the ticket is created.
SLA.PrioritySC

Copied to the corresponding field when the ticket is created if the creator is in the role of a SC.
SLA.SeveritySC

Copied to the corresponding field when the ticket is created if the creator is in the role of a SC.
SLA.ProblemTypeSC

Copied to the corresponding field when the ticket is created if the creator is in the role of a SC.
SLA.FailureTypeSC

Copied to the corresponding field when the ticket is created if the creator is in the role of a SC.
SLA.CallStateSC

This field is used in case of using a "New Call by Contract“ or "New Call by SLA“ is done, multiple CallStates with the StartFlag are existing and you want to force a special CallState on side of the customer.
SLA.CallDetailSetupSC

Defines the default CallDetailSetup when a Call is opened by a ServiceCustomer.
SLA.Queue1SC

Copied to the corresponding field when the ticket is created.
SLA.Queue2SC

Copied to the corresponding field when the ticket is created.
SLA.Queue3SC

Copied to the corresponding field when the ticket is created.
SLA.ServiceTypeSC

Copied to the corresponding field when the ticket is created.
SLA.CategoriesSC
<SD.call/ContractElements/CCUCategory1/>
Copied to the corresponding field when the ticket is created; The values are taken from the CodeTable Categories and then stored as a string in this field. So that there is no link between the originally defined categories and the value stored here anymore. Because of that take care when changing theCategorie codes afterwards.
<SD.call/ContractElements/CCUCategory2/>
Copied to the corresponding field when the ticket is created; The values are taken from the CodeTable Categories and then stored as a string in this field. So that there is no link between the originally defined categories and the value stored here anymore. Because of that take care when changing theCategorie codes afterwards.
<SD.call/ContractElements/CCUCategory3/>
Copied to the corresponding field when the ticket is created; The values are taken from the CodeTable Categories and then stored as a string in this field. So that there is no link between the originally defined categories and the value stored here anymore. Because of that take care when changing theCategorie codes afterwards.
<SD.call/ContractElements/CCUCategory4/>
Copied to the corresponding field when the ticket is created; The values are taken from the CodeTable Categories and then stored as a string in this field. So that there is no link between the originally defined categories and the value stored here anymore. Because of that take care when changing theCategorie codes afterwards.
<SD.call/ContractElements/CCUCategory5/> Copied to the corresponding field when the ticket is created; The values are taken from the CodeTable Categories and then stored as a string in this field. So that there is no link between the originally defined categories and the value stored here anymore. Because of that take care when changing theCategorie codes afterwards.
SLA.ContractElementStateSC

Used to manage a ContractElement and is of informational character. The values are created in the Company - ContractElement States.

NOTE: A ContractElement in the sense of ServiceGrid is originally a binary reflection of a juristically contract about a service in reality which can be in certain states like “signed”, “suspended”, “under assessment of a layer”, and more.

SLA.CallDetailSetupSP

Defines the default CallDetailSetup when a Call is opened by a ServiceProvider.
SLA.PrioritySP

Copied to the corresponding field when the ticket is created if the creator is in the role of a SP.
SLA.SeveritySP

Copied to the corresponding field when the ticket is created if the creator is in the role of a SP.


Fields3 CE.png


Field Name
Name of Tag in Call
Field Description
SLA.ProblemTypeSP

Copied to the corresponding field when the ticket is created if the creator is in the role of a SP.
SLA.FailureTypeSP

Copied to the corresponding field when the ticket is created if the creator is in the role of a SP.
SLA.CallStateSP

This is used in case that using a "New Call by Contract“ or "New Call by SLA“ is done, multiple CallStates with the StartFlag exists and you want to force a special CallState on side of the Provider.
SLA.Queue1SP

Copied to the corresponding field when the ticket is created.
SLA.Queue2SP

Copied to the corresponding field when the ticket is created.
SLA.Queue3SP

Copied to the corresponding field when the ticket is created.
SLA.ServiceTypeSP

Copied to the corresponding field when the ticket is created.
SLA.CategoriesSP
<SD.call/ContractElements/CSPCategory1/>
Copied to the corresponding field when the ticket is created; The values are taken from the CodeTable Categories and then stored as a string in this field. So that there is no link between the originally defined categories and the value stored here anymore. Because of that take care when changing theCategorie codes afterwards.
<SD.call/ContractElements/CSPCategory3/>
Copied to the corresponding field when the ticket is created; The values are taken from the CodeTable Categories and then stored as a string in this field. So that there is no link between the originally defined categories and the value stored here anymore. Because of that take care when changing theCategorie codes afterwards.
<SD.call/ContractElements/CSPCategory4/>
Copied to the corresponding field when the ticket is created; The values are taken from the CodeTable Categories and then stored as a string in this field. So that there is no link between the originally defined categories and the value stored here anymore. Because of that take care when changing theCategorie codes afterwards.
<SD.call/ContractElements/CSPCategory5/> Copied to the corresponding field when the ticket is created; The values are taken from the CodeTable Categories and then stored as a string in this field. So that there is no link between the originally defined categories and the value stored here anymore. Because of that take care when changing theCategorie codes afterwards.
SLA.ContractElementStateSP Used to manage a ContractElement and is of informational character. The values are created in the Company - ContractElement States. Remember that a ContractElement in the sense of ServiceGrid is originally a binary reflection of a juristically contract about a service in reality which can be in certain states like “signed”, “suspended”, “under assessment of a layer”, and more.
SLA.CallDetailSetupSP

Defines the default CallDetailSetup when a Call is opened by a ServiceProvider.
SLA.DefaultShortDescription
<SD.call/ContractElements/DefaultShortDescription/>
Copied to the corresponding field when the ticket is created.
SLA.DefaultDescription
<SD.call/ContractElements/DefaultDescription/>
Copied to the corresponding field when the ticket is created.
SLA.DefaultRemarks
<SD.call/ContractElements/DefaultRemarks/>
Copied to the corresponding field when the ticket is created.
SLA.DefaultDiagnosis
<SD.call/ContractElements/DefaultDiagnosis/>
Copied to the corresponding field when the ticket is created.
SLA.DefaultSolution
<SD.call/ContractElements/DefaultSolution/>
Copied to the corresponding field when the ticket is created.
Editor
<SD.call/ContractElements/edi_objid />
Login name of the user who last modified the record through the online interface.
EditTime
<SD.call/ContractElements/EditTimeUTC />
Date and time in the time zone of the viewing user. Specifies when the record was last modified through the online interface.

<SD.call/ContractElements/ResponseTime />
The default response time.

<SD.call/ContractElements/RecoveryTime />
The default recovery time.

<SD.call/ContractElements/RecoveryAlertMinutes1 />
Minutes to pass until the first recovery alert.

<SD.call/ContractElements/PreferCustRequEndTimeFlag />
Flag of Contractelement if customer requested endtime overrides EndOfRecoveryTime.

<SD.call/ContractElements/RecoveryAlertMinutes2 />
Minutes to pass until the second recovery alert.

<SD.call/ContractElements/UseCutOffFlag />
Flag that determines whether or not cutoff will be used to calculate the recovery time.


<SD.call/ContractElements/CutOffTime1/>
CutOffTime1 of Contractelement or SLAExtension.

<SD.call/ContractElements/CutOffSet/>
ContractElement-Fields

<SD.call/ContractElements/CutOffTime2/>
CutOffTime2 of Contractelement or SLAExtension

<SD.call/ContractElements/UsesPrioritySLAExtensions />
When selected, each priority can have its own SLA-Values in the SLA calculation.

<SD.call/ContractElements/UsesServiceTimeSLAExtensions />
Defines what servicetime should be used by SLA extensions.

<SD.call/ContractElements/UsesLocationSLAExtensions />
The locations—short name, that should be used in SLA extensions.

<SD.call/ContractElements/SendMailToSPFlag /> Flag that determines whether or not messages should be send to the provider company for this contract element.

<SD.call/ContractElements/SendMailToCustFlag />
Flag that determines whether or not messages should be send to the customer company for this contract element.

<SD.call/ContractElements/objID />
Internal ObjId of the ContractElement.

<SD.call/ContractElements/con_objid />
"contractelements_con_objid_fkey" FOREIGN KEY (con_objid) REFERENCES contracts(objid) ON UPDATE RESTRICT ON DELETE RESTRICT

<SD.call/ContractElements/scp_objid/>
"contractelements_scp_objid_fkey" FOREIGN KEY (scp_objid) REFERENCES bppersons(objid) ON UPDATE RESTRICT ON DELETE RESTRICT

<SD.call/ContractElements/spp_objid/>
"contractelements_spp_objid_fkey" FOREIGN KEY (spp_objid) REFERENCES bppersons(objid) ON UPDATE RESTRICT ON DELETE RESTRICT

<SD.call/ContractElements/ser_objid/>
"$2" FOREIGN KEY (ser_objid) REFERENCES servicetypes(objid) ON UPDATE RESTRICT ON DELETE RESTRICT

<SD.call/ContractElements/cqu_objid/>
"$4" FOREIGN KEY (cqu_objid) REFERENCES queues(objid) ON UPDATE RESTRICT ON DELETE RESTRICT

<SD.call/ContractElements/cq2_objid/>
"$10" FOREIGN KEY (cq2_objid) REFERENCES queues(objid) ON UPDATE RESTRICT ON DELETE RESTRICT

<SD.call/ContractElements/cq3_objid/>
"$14" FOREIGN KEY (cq3_objid) REFERENCES queues(objid) ON UPDATE RESTRICT ON DELETE RESTRICT

<SD.call/ContractElements/que_objid/>
"$5" FOREIGN KEY (que_objid) REFERENCES queues(objid) ON UPDATE RESTRICT ON DELETE RESTRICT

<SD.call/ContractElements/qu2_objid/>
"$11" FOREIGN KEY (qu2_objid) REFERENCES queues(objid) ON UPDATE RESTRICT ON DELETE RESTRICT

<SD.call/ContractElements/qu3_objid/>
"$15" FOREIGN KEY (qu3_objid) REFERENCES queues(objid) ON UPDATE RESTRICT ON DELETE RESTRICT

<SD.call/ContractElements/pcu_objid/>
"$6" FOREIGN KEY (pcu_objid) REFERENCES priorities(objid) ON UPDATE RESTRICT ON DELETE RESTRICT

<SD.call/ContractElements/psp_objid/>
"$17" FOREIGN KEY (psp_objid) REFERENCES priorities(objid) ON UPDATE RESTRICT ON DELETE RESTRICT

<SD.call/ContractElements/sev_objid/>
"$7" FOREIGN KEY (sev_objid) REFERENCES severities(objid) ON UPDATE RESTRICT ON DELETE RESTRICT

<SD.call/ContractElements/pse_objid/>
"$19" FOREIGN KEY (pse_objid) REFERENCES severities(objid) ON UPDATE RESTRICT ON DELETE RESTRICT

<SD.call/ContractElements/pro_objid/>

"$8" FOREIGN KEY (pro_objid) REFERENCES problemtypes(objid) ON UPDATE RESTRICT ON DELETE RESTRICT

<SD.call/ContractElements/ppr_objid/>

"$16" FOREIGN KEY (ppr_objid) REFERENCES problemtypes(objid) ON UPDATE RESTRICT ON DELETE RESTRICT

<SD.call/ContractElements/fat_objid/>

"$9" FOREIGN KEY (fat_objid) REFERENCES failuretypes(objid) ON UPDATE RESTRICT ON DELETE RESTRICT

<SD.call/ContractElements/pfa_objid/>

"$18" FOREIGN KEY (pfa_objid) REFERENCES failuretypes(objid) ON UPDATE RESTRICT ON DELETE RESTRICT

<SD.call/ContractElements/req_objid/>

"$20" FOREIGN KEY (req_objid) REFERENCES requesttypes(objid) ON UPDATE RESTRICT ON DELETE RESTRICT

<SD.call/ContractElements/esc_objid/>
"contractelements_esc_objid_fkey" FOREIGN KEY (esc_objid) REFERENCES entitystates(objid) ON UPDATE RESTRICT ON DELETE RESTRICT

<SD.call/ContractElements/esp_objid/>
"contractelements_esp_objid_fkey" FOREIGN KEY (esp_objid) REFERENCES entitystates(objid) ON UPDATE RESTRICT ON DELETE RESTRICT

<SD.call/ContractElements/cst_objid/>
"contractelements_cst_objid_fkey" FOREIGN KEY (cst_objid) REFERENCES callstates(objid) ON UPDATE RESTRICT ON DELETE RESTRICT

<SD.call/ContractElements/pst_objid/>

"contractelements_pst_objid_fkey" FOREIGN KEY (pst_objid) REFERENCES callstates(objid) ON UPDATE RESTRICT ON DELETE RESTRICT

<SD.call/ContractElements/cel_objid/>
"contractelements_cel_objid_fkey" FOREIGN KEY (cel_objid) REFERENCES contractelements(objid) ON UPDATE RESTRICT ON DELETE RESTRICT

<SD.call/ContractElements/bpa_objid/>
"contractelements_bpa_objid_fkey" FOREIGN KEY (bpa_objid) REFERENCES bpartners(objid) ON UPDATE RESTRICT ON DELETE RESTRICT

<SD.call/ContractElements/stp_objid/>

"contractelements_stp_objid_fkey" FOREIGN KEY (stp_objid) REFERENCES servicetypes(objid) ON UPDATE RESTRICT ON DELETE RESTRICT

<SD.call/ContractElements/mgc_objid/>
"contractelements_mgc_objid_fkey" FOREIGN KEY (mgc_objid) REFERENCES mailgroups(objid) ON UPDATE RESTRICT ON DELETE RESTRICT

<SD.call/ContractElements/mgp_objid/>
"contractelements_mgp_objid_fkey" FOREIGN KEY (mgp_objid) REFERENCES mailgroups(objid) ON UPDATE RESTRICT ON DELETE RESTRICT

<SD.call/ContractElements/cim_objid/>
"contractelements_cim_objid_fkey" FOREIGN KEY (cim_objid) REFERENCES impacts(objid) ON UPDATE RESTRICT ON DELETE RESTRICT

<SD.call/ContractElements/pim_objid/>
"contractelements_pim_objid_fkey" FOREIGN KEY (pim_objid) REFERENCES impacts(objid) ON UPDATE RESTRICT ON DELETE RESTRICT

<SD.call/ContractElements/cur_objid/>

"contractelements_cur_objid_fkey" FOREIGN KEY (cur_objid) REFERENCES urgency(objid) ON UPDATE RESTRICT ON DELETE RESTRICT

<SD.call/ContractElements/pur_objid/>

"contractelements_pur_objid_fkey" FOREIGN KEY (pur_objid) REFERENCES urgency(objid) ON UPDATE RESTRICT ON DELETE RESTRICT

<SD.call/ContractElements/csu_objid/>
"contractelements_csu_objid_fkey" FOREIGN KEY (csu_objid) REFERENCES setups(objid) ON UPDATE RESTRICT ON DELETE RESTRICT

<SD.call/ContractElements/psu_objid/>
"contractelements_psu_objid_fkey" FOREIGN KEY (psu_objid) REFERENCES setups(objid) ON UPDATE RESTRICT ON DELETE RESTRICT


Service Level Agreement (SLA)

Defining Service times using SLA

With the sub folder SLA, you can define the service time of the selected ContractElement. Defining SLA service times for a ContractElement is optional. However, it is required to indicate whether special report types or message rules trigger should be used.

The following functions are used to edit the SLA settings:

Function Name
Function Description
Change SLA master data
General editing mode.
Upload SLAExtensions
To upload SLA extensions.
Copy Service Times
To copy the service times from a template.


SLA CE.png

Change SLA master data—service times

To edit the SLA settings of a ContractElement, follow these steps:

Step 1: Click Change SLA master data.

Step 2: Select the operational time of the service.

NOTE: The definition for Monday till Saturday represents the business days.

  • An undefined Saturday means that the service runs.
  • A defined Saturday means that the service runs.
  • The definition for Sundays will also be used for public holidays (Public holidays are defined inside an organization).

SLA / Service Time Attributes

When entering Service Times SLAs will only be calculated during this ServiceTimes.
For example, when a ServiceTimes are defined from Monday to Friday from 09:00 to 17:00 and a SLA starts at Monday 16:31 the calculated times stop running at 17:00 and resumes on Tuesday 09:00.
The following are the SLA / Service Time attributes and their functions:

SLA / Service Time Attributes
Functions
Default
The default reaction times for the service [enter time in minutes].
Priority types
Additional times can be defined for each priority code.
Priority Code
Priority code can be selected from the dropdown box the reaction times are entered in minutes.


NOTE: When entering the service times, enter the values in minutes.

Upload SLAExtensions

Use UploadSLAExtensions option to upload the SLA settings to the ContractElement.

Copy service times

You can generate a template with the most required settings if a number of similar SLA times are used and the template can be used as a copy draft. This speeds up the creation of new ContractElements. These templates are defined in the location BasicData > MyCompany > Contracts > Service times.

To copy service times, follow these steps:

Step 1: Use the Copy ServiceTimes flag to insert the service times from a predefined template.

Step 2: Select the service time template.

The new SLA times are assigned after the template is selected.

Recovery Alert

Additional traffic light, which works in green, yellow, and red colors, displays the time left until the end of the recovery period.
NOTE: There is no check against the calculated recovery time.

The following table displays the colors and the time left until the end of the recovery period.

Color
Time limit
Green
Hour1: Time until reaching Hours1
Yellow
Hour2: Time between Hour1 and Hour2
Red
Time after Hour2


Create and maintain service time template

To create and maintain service time template, follow these steps:

Step 1: Click the ServiceTimes subfolder in the location BasicData > MyCompany > Setups > Contracts.

Step 2: Click Create a new servicetime to create a new service time template.

Step 3: Click on an existing service time template to see its details.

Step 4: Use Change master data to edit the template.

SLA/Control parameters

SLA/Control parameters
Description
SLA.PreferCustRequEndTime

If the SLA.PreferCustRequEndTime parameter is checked, and if the field CustRequestedEndTime is added to a CallDetail form, this timestamp will be taken into account when response and recovery times are calculated.

Example: The calculated Endtime = nowtime + 24hours. The customer reports a problem and immediately after that he goes on vacation for the next 3 weeks and tells that the issue should be fixed until he returns. So this Flag can only be used to prolong the Endtime – not to shorten it.

SLA.UsesPrioritySLAExtensions
If the SLA.UsesPrioritySLAExtensions parameter is set, either the Customer or the Provider priority can be used in the SLA/Filter definitions.
SLA.UsesServiceTimeSLAExtensions

If SLA.UsesServiceTimeSLAExtensions parameter is set, either the Customer or the Provider Servicetimes can be used in the SLA/Filter definitions.

NOTE: There will be a difference in the customer-specific and provider-specific service time, when there are two different tenants. Otherwise, the service times are same.

SLA.UsesLocationSLAExtensions
If the SLA.UsesLocationSLAExtensions parameter is checked, Locations may be used in the SLA/Filter definitions.

The following table shows the SLA/Filter Definitions to be configured:

SLA / Filter Definitions
Description
ResponseHours

Displays how many hours can pass by until a CallState with the ResponseFlag should be set.

  • Edit mode—displays minutes,
  • View mode—displays hours.
RecoveryHours
Displays how many hours can pass by until a CallState with the RecoveryFlag should be set.
  • Edit mode—displays minutes,
  • View mode—displays hours.
UseCutOff

Activates the next business day function.

NOTE: You cannot use both UseCutOff and RecoveryHours.

CallUntil
Defines the time behavior for the next business day function: SLA starts if a call is created before the defined time. For example, 12:00. The SLA will start on the next day when it is received after 12:00.
RecoverUntil

BusinessDays: Defines number of days for recovery of call. The default is always the current day + 1 day.

Time: Time of the day until the service is recovered.

Example: Consider UseCutOff is not marked, CallUntil is set to 12:00 o' clock, BusinessDays are empty and Time is set to 15:00.
If a ticket is opened with this SLA at 11:59 the Call should be recovered until 15:00 o' clock. If the same ticket is opened two minutes later at 12:01 the call should be recovered until next day 15:00 o' clock.

Depending on the settings under SLA/Control parameters, there are several additional options that may be set such as the following:

Priority

Provides different SLAs based on different priorities.

Example:

Consider the SLA/Control parameter SLA.UsesPrioritySLAExtensions is set to customer and the customer reports a problem with priority high. In this case you can configure a shorter responsetime as in case of a priority medium.

Call Open Time

In Call Open Time, one of the Service times that has been previously created under the location SD.basicdata/MyCompany/Setups/Contracts/Servicetimes can be selected if SLA.UsesServiceTimeSLAExtensions has been selected.This allows to filter the Response and Recovery times based on certain timeframes.

For example, Consider a general service time of Monday to Friday. 9:00 am to 5:00 pm. However, every Monday at noon, certain business critical processes need to be highly available. In this case, using a ServiceTimeSLAExtension might reduce the Response and Recovery times for Calls that have been opened between 11:00 am and 1:00 pm on a Monday.

Location

Allows to have different SLAs based on different locations.

Calculating and displaying the values

SLA-values are always calculated on the basis of the UTC-Time to have an uniform representation all over the world. As customers are located all over the world, the resulting values are additionally stored and displayed in the time zone of the user.

Retention Periods

RetentionPeriods CE.png

Retention Periods function similarly to Operational Level Agreement (OLA) except that here the time is measured only until the next update.
Based on this definition, an alarm that can trigger When end of Retention Time can be set.
This alarm is useful if, for example, Reminders to be sent, so that a ticket should not linger too long in a certain Call States.
Example 1: A ticket in the CallState opened via Bridge ticket shall be transferred within x minutes to the CallState taken Ticket in progress.
Example 2: Given a CallState OPEN with a retention time 1 hours and the CallState UPDATE which has no retention time. The Call State OPEN is set at 10:00 CLOCK. Thus, the retention time expires at 11:00 o' clock. If there is an update at 10:35, and the CallState OPEN is set again the set the retention is set again and expires now at 11:35 o' clock. If the CallState UPDATE it is set at 10:35 the retention time will never expire.
Color code:

The following color code is observed for retention period:

Color
Retention period
YELLOW
As long as the clock is running and the retention time (RT) has not yet expired.
RED
If the retention time has expired and the RT was exceeded.
GREEN
If the retention time has expired and the CallState is changed.


NOTE: Using real OLA Retention Time would not stop until the CallState is actually changed. An update on the same CallState would not extend the retention time.

Timestamp Fields

The following table list the timestamp fields and their description:

Field Name
Field Description
CallStartSLATime
Moment when a Call reaches a CallState where the Start-SLA-Flag is set; The used timezone is defined in the customer organization; The field will only be set if it is empty (Flag=Y) or overwritten (Flag=Overwrite).
CallStartSLATimeUTC
The field <CallStartSLATime/> is calculated in the UTC-timezone.
CallResponseTime
Moment when a Call reaches a CallState where the Response-Flag is set; The used timezone is defined in the customer organization; The field will only be set if it is empty (Flag=Y) or overwritten (Flag=Overwrite).
CallResponseTimeUTC
The field <CallResponseTime/> is calculated in the UTC-timezone.
CallRecoveryTime
Moment when a Call reaches a CallState where the Recovery-Flag is set; The used timezone is defined in the customer organization; The field will only be set if it is empty (Flag=Y) or overwritten (Flag=Overwrite).
CallRecoveryTimeUTC
The field <CallRecoveryTime/> is calculated in the UTC-timezone.
ProblemStartTime
Free usable timestamp field; The used timezone is defined in the customer organization.
ProblemStartTimeUTC
The field <ProblemStartTime/> is calculated in the UTC-timezone.
CustomerRequestedStartTime
Free usable timestamp field; it is possible to use it an Alert-Trigger; The used timezone is defined in the customer organization.
CustomerRequestedStartTimeUTC
The field <CustomerRequestedStartTime/> is calculated in the UTC-timezone.
CustomerRequestedEndTime
Free usable timestamp field; it is possible to use it an Alert-Trigger; The used timezone is defined in the customer organization.
CustomerRequestedEndTimeUTC
The field <CustomerRequestedEndTime/> is calculated in the UTC-timezone.
ProviderScheduledStartTime
Free usable timestamp field; it is possible to use it an Alert-Trigger; The used timezone is defined in the customer organization.
ProviderScheduledStartTimeUTC
The field <ProviderScheduledStartTime/> is calculated in the UTC-timezone.
ProviderScheduledEndTime
Free usable timestamp field; it is possible to use it an Alert-Trigger; The used timezone is defined in the customer organization.
ProviderScheduledEndTimeUTC
The field <ProviderScheduledEndTime/> is calculated in the UTC-timezone.
EndOfResponseTime
Moment when the Responsetime ends; It is calculated based on the defined SLA at the start of the SLA.
EndOfResponseTimeUTC
The field <EndOfResponseTime/> is calculated in the UTC-timezone.
EndOfRecoveryTime
Moment when the Recoverytime ends; It is calculated based on the defined SLA at the start of the SLA.
EndOfRecoveryTimeUTC
The field <EndOfRecoveryTime/> calculated in the UTC-timezone.
TotalHeldSLAMinutes
Sum of the time the call was in a HLD-Status until now - calculated over the whole ticket history.
SLAHoldTime
Moment, when the SLA was set on hold; The field is only set when the actual CallState has a HLD-Flag; In CallStates where the HLD-Flag is not set this field is empty.
SLAHoldTimeUTC
The field <SLAHoldTime/> is calculated in the UTC-timezone.
CallStateChangeTime
Moment, when last time the CallState has changed; An update with the same CallState does not change the value of this field.
CallStateChangeTimeUTC
The field <CallStateChangeTime/> is calculated in the UTC-timezone.
CallAcknowledgeTime
Moment when a Call reaches a CallState where the HLD-SLA-Flag is set; The used timezone is defined in the customer organization; The field will only be set if it is empty (Flag=Y) or overwritten (Flag=Overwrite).
CallAcknowledgeTimeUTC
The field <CallAcknowledgeTime/> is calculated in the UTC-timezone.
SlaCstRetentionMinutes
Allowed time period a call can stay in a CallStatus; this is only valid for the customer.
SlaPstRetentionMinutes
Allowed time period a call can stay in a CallStatus; this is only valid for the provider.
CallCstRetentionTime
Actual time, when a CallStatus was changed; The value is set the moment the history entry is created; This is only valid for the customer.
CallCstRetentionTimeUTC
The field <CallCstRetentionTime/> is calculated in the UTC-timezone.
CallPstRetentionTime
Actual time, when a CallStatus was changed; The value is set the moment the history entry is created; this is only valid for the provider.
CallPstRetentionTimeUTC
The field <CallPstRetentionTime/> is calculated in the UTC-timezone.
EndOfPstRetentionTime
Moment, until when the Call is allowed to stay in the current CallStatus; This is only valid for the provider.
EndOfPstRetentionTimeUTC
The field <EndOfPstRetentionTime/> is calculated in the UTC-timezone.
EndOfCstRetentionTime
Moment, until when the Call is allowed to stay in the current CallStatus; This is only valid for the customer.
EndOfCstRetentionTimeUTC
The field <CallCstRetentionTime/> is calculated in the UTC-timezone.
RetentionCstMinutesSL
Actual amount of time how long a Call was in a Status; The value is set the moment the history entry is created; this is only valid for the customer; Servicetimes defined are considered.
RetentionCstMinutes24
Actual amount of time how long a Call was in a Status; The value is set the moment the history entry is created; this is only valid for the customer; Servicetimes defined are NOT considered.
RetentionPstMinutesSL
Actual amount of time how long a Call was in a Status; The value is set the moment the history entry is created; this is only valid for the provider.
RetentionPstMinutes24
Actual amount of time how long a Call was in a Status; The value is set the moment the history entry is created; this is only valid for the provider; Servicetimes defined are NOT considered.
EndOfRecoveryAlertTime1
Moment when the Recoveryalert1 will be reached and an alert would be fired.
EndOfRecoveryAlertTime1UTC
The field <EndOfRecoveryAlertTime1/> is calculated in the UTC-timezone.
EndOfRecoveryAlertTime2
Moment when the Recoveryalert2 will be reached and an alert would be fired.
EndOfRecoveryAlertTime2UTC
The field <EndOfRecoveryAlertTime2/> is calculated in the UTC-timezone.


CallActions

In a workflow, certain Call Actions may only be associated with certain ContractElement because specific SLAs are stored.
Example:

In a workflow, there is a Call Action called Collect Information. Depending on whether this is a laptop or a server, different ContractElement with their SLAs can be deposited.
This assignment can also be set on the other side in the CallActions.
The allowed filter values are as follows:

  • For all ContractElements
  • For assigend ContractElements
  • Except assigned ContracElements
  • All—This is not a valid value stored in a CallAction. It just means that the list (!) should not filter using this field.

CallActions CE.png

Devices

Each device created in the Inventory should be linked to a contract or ContractElement. You can view all devices linked to this ContractElement in the following figure:

Devices CE.png


Edit and Manage a ContractElement

To manage a ContractElement, select the ContractElement from the list. The detailed view of the ContractElement shows the navigation inside the left frame as a tree view and displays the contract master data inside the main frame. The following options can be used:

  • Change master data—To change the ContractElement master data.
  • Delete ContractElement—To delete the ContractElement.
  • Display contracts—To display assigned contracts.

Click on one of the ContractElements listed on the left side to view its details.

Mandatory Fields

Mandatory fields are required to get the basic functionality of the ContractElement data object.

Field Name
Field Description
SLA.company
Company of the ContractElement.
SLA.ShortName
Short name of the ContractElement. The string length is 20 characters.
SLA.Name Last
Name of the ContractElement. The string length is 50 characters.
SLA.IsActive
Activates the ContractElement for usage.


Functional Fields

Additional information can be given through ContractElement. The functional fields can define the call escalation such as the queues to be used in case of an escalation to another level for example, Level 2 Hardware, Level 3 Hardware, and so on as well as default codes (priorities, problem types, categories, and so on).


Field Name
Field Description
SLA.RequestType
Defines which process type the service should be assigned to:
  • Incident
  • Problem
  • Change
  • Order
  • Release
  • Other
  • Alert

IsDeactivationByUploadAllowed
Allows to deactivate the ContractElement through upload.
SLA.Description
Will be automatically inserted inside a call when this service is selected.
SLA.CustContact
Contact person for this service in the customer organization.
SLA.ProvContact
Contact person for this service in the provider organization.
SLA.IsSelectableForProvider
Makes the contract visible to the provider.


Changing a Contract and/or a ContractElement

For more information on changing a ContractElement, refer to the Contracts#Changing_a_Contract_and.2For_a_ContractElement document.

Delete ContractElements

To delete a ContractElement, follow these steps:

Step 1: Select the contract from the ContractElement list.

Step 2: Click the Delete contract element function.

Precondition: Users with write permission to BasicData can delete ContractElements.

NOTE: ContractElements can only be deleted if they are not used in a call.

Deactivate used ContractElements

For maintaining data integrity, used data objects cannot be deleted from the Cisco ServiceGrid platform. This means that once a ContractElement is used inside a call, it cannot be deleted any more. However, there are options to exclude such ContractElements from contract lists and selections (soft deletion).

NOTE:

A ContractElement can only be deleted if it is not assigned to a call.
The following options will be used to delete a ContractElement used in a call:

  • Recycle the ContractElement by renaming and reusing it.
  • Deactivate the ContractElement (soft deletion).

Mass deletion of ContractElements

ContractElements cannot be deleted through uploads, but they can be deactivated through soft deletion by unchecking the IsActive flag.

For more information about Cisco ServiceGrid's Upload and Download options, refer to the SD.Databroker document.

Assign and Delete Service Items

To assign service items to the contract, follow these steps:
Step 1: Click the Display serviceitems option. The system will display all assigned service items.

Step 2: Click upload function, but only as an additive function.

To delete service items of the contract, follow these steps:
Step 1: Select the Change assignment function. The system will change the assigned service items.
Step 2: Click Submit to change the assigned service items.
Step 3: Use the provided service item list to select and deselect the required services.

NOTE: Relationship between existing service items cannot be deleted using upload function.

Upload and Download Contract Lists

Contract lists can be uploaded and downloaded with the Cisco ServiceGrid application. The functions Upload Contract and Download Contract located at the user list can be used to upload and download contract lists.

For more information about the Cisco ServiceGrid's Upload and Download options, refer to the SD.Databroker document.
Automated contract data exchange

Contract data can be automated for exporting (using schedulers) to other systems and for importing from other systems.

For more information about automated data exchange and import, refer to the SD.DataBroker document.

Special behavior of ContractElement lists

A list of ContractElements contain native ContractElements as well as ServiceItems linked to the depending Contract.
You can insert a Group-by function as in any other list. Even though in this list both types of entries are displayed, they are handled individually.

For example, if you group by the "ShortName" and there are ServiceItems and ContractElements with the same ShortName, you can view two grouped lines: One for the native ContractElements and the other for the linked ServiceItems.

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

Related Articles

Contracts

Contract Data

Workflow

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