Configure Facilities Service Management

Facilities administrators can set facilities configurations to determine how the system handles daily operations.

시작하기 전에

Role required: facilities_admin

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Facilities Service Management defaults to the request-driven processing method for handling tasks. For information about both processing methods, see Task vs. request driven processing.

프로시저

1. Navigate to All > Facilities > Administration > Configuration.
   주:

   Administrators in domains lower than the global domain can view the Configurations screen, but cannot modify the settings.
   The options on the configuration screen are arranged in a multiple-tabbed layout, as follows:

   • The Business Process tab contains options for setting up the request life cycle, creating catalogs and requests, and configuring notifications.
   • The Assignment tab contains options for setting up manual and auto-assignment.
   • The Add-ons tab contains options for enabling the knowledge base, managed documents, and task activities.
2. Fill in the fields on the Business process tab.
   주:

   The Configuration screen contains many configuration options. An option is enabled when the switch appears green and is toggled to the right. All configuration options listed in the Dependency must be enabled in order for the option to be displayed.

   표 1. Configuration screen - Business Process

   Field	Description	Dependency
   Lifecycle
   Enable state flows	Enable state flows consistent with all service management applications. If you prefer to create your own state flows using business rules, client scripts, and UI actions, disable the option. A confirmation box displays and includes a link to a help article that describes the implications of disabling state flows. It is highly recommended that you read the article before proceeding. If you disable state flows and save, this configuration option is removed from the screen and state flows cannot be re-enabled from the user interface.
   Process life cycle	Select request driven (subtasks are optional) if you do not want to require tasks to fulfill requests. When the request life cycle is request driven, requests can be directly assigned to users in an assignment group. Users can still add tasks to requests. However, closing all tasks does not automatically close the request. 주: If the Enable state flows option is not selected, the process life cycle becomesrequest-driven and this field is not displayed.	Enable state flows is turned on.
   Agent must accept or reject the assigned task	Enable to require the assigned agent to accept or reject the task.	Enable state flows is turned on.
   Work notes are required to close or cancel a request or task	Enable if work notes are required when closing, completing, or canceling requests and tasks. If it is disabled, work notes are not needed when closing, completing, or canceling.
   Copy task work notes to request	Enable to synchronize task work notes with the work notes on the order or request. When work notes are added in the task, the same work notes appear in the order or request.	Enable state flows is turned on.
   Catalog and Request Creation
   Create or update requests by inbound email.	Enable this option to allow inbound email messages to create or update requests. This option must be enabled to allow requests to be marked as spam.
   Requests are created using	Select catalog or regular form to install the catalog and enable automatic publishing of request templates to the catalog. Select regular form only to uninstall the catalog and disable automatic publishing of request templates to the catalog.
   Templates create a dedicated catalog item	Enable this option to allow automatic publishing of catalog items for the application.
   Notifications
   Send a notification when a field changes for a task or request.	Configure notifications to be sent to specific recipients when selected fields in requests and/or tasks change. From Table, select Request or Task. From Field, select the field to use for generating notifications. When a change is made to the selected field, a notification is sent to the recipients identified. From Recipients, select one or more recipients If a specific user or a specific group, is selected, the user is prompted to select a user or group. To define more notifications using other fields or recipients, repeat the steps on the next line. To remove a notification, click the symbol to the right of the notification.

3. Click the Assignment tab and fill in the fields.

   표 2. Configuration screen - Assignment tab

   Field	Description	Dependency
   Assignment method for tasks: Manually
   Assign requests or tasks based on assignment group coverage areas	Enable this option to limit the selection of groups from the Dispatch group and Assignment group fields to groups that cover the location of the task.
   Scheduling
   Use agent or task scheduling	Enable this option to allow agent auto-assignment and agent auto-selection.
   Auto-selection of agents will consider time zone for tasks	Enable this option to consider the time zone of the agent when assigning a task.	Enable state flows is turned on.
   Enable priority assignment	Enable this option to use priority assignment for auto-assigning agents.	Enable state flows is turned on. Process life cycle: Life cycle is task driven. Auto-selection of agents will consider agent or task schedules. 주: The Process life cycle option is not available in all service management applications.
   Select priorities for priority assignment	Select priorities for assignment.	Use agent or task scheduling is turned on. Enable priority assignment is turned on.
   Additional Factors
   Auto-selection of agents will consider location of agents	Enable this option to use the agent and location when determining who to assign the task to. Agents closer to the task location receive preference.	Enable state flows is turned on. If using Process life cycle: Life cycle is task driven, then Assignment method for tasks: using auto-assignment. If using Process life cycle: Life cycle is request driven, then Assignment method for requests: using auto-assignment.
   Auto-selection of agents for tasks requires them to have skills	This option determines the degree to which skills must be matched to a task when determining auto-assignment. Select all to require that an assigned agent has all the skills to perform the task. An agent who lacks one skill is eliminated. Select some if you want agents who have most of the skills to perform the task. Select none if you want to auto-assign agents without considering skills.	Enable state flows is turned on. If using Process life cycle: Life cycle is task driven, then Assignment method for tasks: using auto-assignment. If using Process life cycle: Life cycle is request driven, then Assignment method for requests: using auto-assignment.

4. Click the Add-ons tab and fill in the fields.

   표 3. Configuration screen - Add-ons tab

   Field	Description	Dependency
   Part Requirements
   Part requirements are needed by agents	Enable this option to require agents to specify parts for the task.
   Edit associated models	Click add and select the part model to be used for this task. Click more to select more part models.	Part requirements are needed by agents.
   Documentation
   Enable a dedicated knowledge base	Enable this option to install the knowledge base for the application.
   Enable managed documents	Enable this option to add a related list to managed documents.
   Enable task activities	Enable this option to log the task interactions and communications, such as phone calls and email messages.
   Associated Task Tables
   Select associated tables	Click Add to select more tables.
   Maps
   Enable maps	Enable this option to use maps.

5. Click Save.
   경고:

   When the Enable state flows option is disabled, a confirmation box with a link to documentation appears, explaining the consequences of disabling state flows. It is highly recommended that you read the documentation before making this change, as the action of disabling service management state flows cannot be reversed.

• Task vs. request driven processing
  All applications use either task-driven or request-driven processes for handling tasks.