SMF Gap? Service Definition available to specific internal Business Organizations as requesters?
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3 hours ago
We are implementing a greenfield CSM solution using Business Locations, Service Model Foundation, and CSM Contributor. The first phase serves internal users only; external customers will be introduced later.
Our internal organization model has two levels:
- IBL1 — requesting organizations: employees have the Business Organization Self Contributor role and request services.
- IBL2 — fulfillment organizations: agents have the Location Support Agent role and provide services to IBL1 organizations.
On an IBL2 organization, we use Business organizations served, together with criteria in the Organization Customer Criteria related list, to define which IBL1 organizations it serves.
For each service, we create a Service Definition. The Organizations offering Service relationship lets us specify which IBL2 organizations provide that service. This part fits our model.
The question is how to define which IBL1 organizations may request each individual Service Definition.
For example, Fulfillment Organization F serves both Requesting Organizations A and B. It offers Service X and Service Y, but the required availability is:
Requesting organization Services it may request
| Organization A | X and Y |
| Organization B | X only |
The provider's Business organizations served criteria therefore include both A and B, while its Organizations offering Service relationships include both X and Y.
What we cannot find is an OOTB relationship or criterion that expresses:
Service Y may be requested by Organization A, but not by Organization B.
We can see Service Definition User Criteria and Service Definition Customer Criteria.
User Criteria appears to evaluate the user selecting/requesting the service, rather than the Requesting Organization selected on the case.
Customer Criteria appears to use the customer/entity model (for example Account/Company), whereas in this phase our requesters are members of internal Business Organizations rather than external customer accounts.
Is there an out-of-box way to restrict a Service Definition by the selected requesting Internal Business Organization, per service, while the same fulfillment organization serves multiple requesting organizations?
In particular:
- When selecting a service, does the standard service selector evaluate the selected Requesting Organization against the provider's Business organizations served relationship and the Service Definition's Organizations offering Service relationship?
- Is there a supported OOTB configuration for the additional Requesting Organization + Service Definition restriction illustrated above — i.e. A → X,Y but B → X — without duplicating Service Definitions?
- If customization is required, what is the recommended extension point for:
- filtering the available Service Definitions when the Requesting Organization changes; and
- validating the selected Service Definition on submission/server side so that the restriction cannot be bypassed?
We would strongly prefer to maintain one Service Definition per service, with an eligibility relationship/criterion determining which requesting Business Organizations can consume it, rather than duplicating Service Definitions for each requesting organization.
