What is a service type scheme?
The service type scheme can be found in the navigationmenu under Request > Service type schemes. It is possible that you find more than one service type scheme here. By default the service type scheme with the name service type scheme is applicable. To navigate to the service types click on the magnifying glass left from service type scheme. This will open the service type scheme used within the current environment.
Service types explained
Within a service type schemes, service types are specified. Examples of service types are Facility requests, IT requests etc. These service types are initially imported using the service type scheme import as described in the in the Request SBR (see Requests module activation and information).
- The service types should be imported hierarchically, as shown in the screenshot in the previous chapter. When doing do you will have a parent service type with sub service types. When selecting the service type in requests this will be taken into account.
- Note: the main service type (highest hierarchical level) is also referred to as the ‘Solution group’.
General service type settings
The GENERAL settings of service types are simple. They can have a parent service type (creating the hierarchy), and a name/reference often chosen by the customer:
Aside from some general settings here we also decide the service group the request will be assigned to. More on service groups in the Requests module activation and information. This allows requests to be assigned to people within the service group of the service type only.
The Request type decides what kind of request is submitted Information/Wish etc. The priority decided the SLA time for requests.
Concerns
The settings ‘Area category’ and ‘Asset category’ act as a filter. When for example the area category is set on the service type, users are only allowed to select areas of that category in the request.
Asset, Area and property settings
Within service types we can decide how to use property’s, area’s, or assets. Each of these settings have the following options:
- Show
- Hide
- Required
For example for ‘Property’ this setting will determine if the property field on the request is hidden, shown, or required (so mandatory).
Hover over the other settings to read what they do.
Work orders
Work orders can be created automatically for specific service types by setting “auto create workorder” to yes. For these workorders we can select a standard service group and a role. Roles are created by the clients and are used as a lable (e.g. “Cleaning” or “Maintenance”). Roles can be created in the navigationMenu under Requests - Roles. The role will determine if a preferred supplier is linked and will submit the request to them. More on preferred suppliers in Using preferred suppliers.
Info
We have not explained all settings in detail in this article. Hover over the settings to get a detailed instruction.
Adding service types
Adding a new service type
To add a new service type:
- Navigate to Request > Service type schemes
- Click on the magnifying glass in front of the service type scheme with the name ‘service type scheme’
- Click ‘New', and fill in the fields.
Note: if this is a sub service type, don't forget to fill in the ‘Parent’ field !
Summary
- Service type schemes are used to determine service types within requests
- Typically the service type scheme is imported during the implementation phase. Afterward service types can be added manually if needed.