Documentations

Optimize multi-site and multi-client configuration: inheritance and visibility rules

On the page

Do you need help?

Introduction

In a context of supervision of a park characterized by a very large volume of equipment and unitary services, the configuration can be long and tedious. However, the implementation of supervision must be fast and efficient.

This document specifies the inheritance and visibility rules allowing to optimize the configuration of the supervision in a multi-sites and/or multi-clients context.

This document is therefore intended for the employees in charge of the configuration of ServiceNav.

Readers wishing to become familiar with the concepts of the application should first read the following documents on the ServiceNav community site:

  • Design > Understand the application concepts
  • Configuration > Commissioning a ServiceNav Box
  • Configure > Supervision Account Setup
  • Set up > Set up notification

 

 The bottom line

To achieve efficient configuration, set the following items at the top of the interface so that subordinate levels benefit from this centralized configuration:

  • Service templates overloaded in some fields (Supervision configuration > Services > Templates)
    • Criticality
    • Availability rate
    • Availability period
    • Control period
    • Normal check interval
  • Overloaded, created or duplicated service templates (Supervision configuration > Services > Templates)
  • Supervisory Accounts at the company level that you set up (Supervision configuration > General > Supervision accounts)
  • Control, availability and notification time slots (Supervision configuration > General > Time slots)
  • Contacts (Supervisory Setup > General > Contacts)
  • Contact groups (Supervisory settings > General > Contact groups)

The following visibility principles apply:

Rule - Table 1

 

Concepts

Legacy

Inheritance allows you to define configuration items at one level of the company and site tree, and to benefit from these items in the configuration of equipment, unitary services and user services at lower levels.

The following elements are inherited:

Rule - Screen1     Rule - Screen2     Rule - Screen3

Service Models by Company

A service model can be of type :

  • PRODUCT : delivered in the ServiceNav product
  • CREE : created at company code or site level
  • HERITAGE created/uploaded above the selected company in the tree, or PRODUCT templates.
  • OVERLOAD : visible in the context of the selected company in the company tree, and effectively overloaded in some of its fields.

Company Service Template Management allows you to create, duplicate, or override application service templates at one level of the company tree for use by subordinate levels.

The ServiceNav product comes with a default repository of service templates. It is possible to override the service templates, i.e. to change some of their values.

This overload will be effective for all unit services created from the overloaded model. A modification of the service model does not impact the services created from this service model.

Updating this information in the product service model will not impact the overloaded model.

The fields that can be overloaded are the following:

  • Criticality
  • Availability rate
  • Availability period
  • Control period
  • Normal check interval

 

Equipment models by company

Equipment template management per company allows you to create and duplicate equipment templates from the application at one level of the company tree for use at subordinate levels.

Visibility

Inheritance and visibility rules are defined from the following drivers:

  • The user's role
  • The home company of the logged-in user
  • The company selected by the logged-in user
  • The company code mode, defined in the Organization
  • The object
    • Contact
    • Contact group
    • Time slot
    • Equipment model
    • Service model

Only users who are authorized to access the menus of the application allowing to configure the above objects are concerned by this document.

 

Managed services mode - resale mode

The ServiceNav product distinguishes two types of accounts:

  • Certified reseller-partner company on the ServiceNav product, ensuring the supervision of a fleet of equipment attached to client companies
  • Certified reseller partner's client company

Rule - Tree structure

Two modes are supported from the Certified Reseller Partner perspective on the ServiceNav product:

  • The mode related to outsourcing The partner supervises its customers configured in the supervision.
  • The mode related to the resale The partner does not supervise his clients configured in the supervision. He can configure the supervision for his customers and gives access to the supervision console to his customers.

The mode is configured for a company code in the Organizationfield Managed services mode :

Rule - Managed mode

Tip The sites of a company inherit the company's mode.

It is possible to change the mode of a company if the following conditions are met:

  • no equipment created on the company or on any of its sites

AND

  • the field "Company in CRM" is empty on the company or all its sites

 

 

Summary

Rule - Summary* Special case: the summary of the default time slots, visible at the top of the list view, follows the inheritance rule n°2.

Legend

Note A box like this one (in red) indicates the visibility in the list view of the item:

Rule - Summary2

 

Configuration rules

Inheritance and visibility rules are defined from the following drivers:

  • The user's role
  • The home company of the logged-in user
  • The company selected by the logged-in user
  • The company code mode, defined in the Organization

Only users who are authorized to access the menus of the application allowing to configure the above objects are concerned by this document. The roles are defined in the Administration > Application > User accounts.

In the following, we distinguish between two users:

Man Certified Reseller Partner (CRP) User
François
Woman Managed Company User (GIS User)
Stephanie

The following conventions are defined:

Black arrow Is attached to this level in the company and site tree
Red arrow Configures at this level in the company and site tree

Example :

Rule - Schema1

François is attached to the certified reseller partner company Partner. François configures the company Customer 1 outsourcing.

Stéphanie is attached to the company Customer 1 outsourcing.

 

ServiceNav Box

The location of the ServiceNav Box in the company and site tree determines its ability to monitor equipment.

A device can be monitored by a ServiceNav Box located at least at the same level as the device in the company tree.

The user configuring the equipment supervision must be associated to a company located at least at the same level as the ServiceNav Box's home company in the company tree.

Example :

Rule - Schema2

All ServiceNav Boxes defined at the Partner (SNM type), of Customer 1 outsourcingor Customer 1 Site 1 will be able to oversee the equipment created at the Customer 1 Site 1.

A user attached to a client company in outsourcing cannot normally configure a piece of equipment in a site or company by virtue of its role.

If the role definition allows it to configure a device, the same rule applies.

Example :

Rule - Schema3

All ServiceNav Boxes defined at the Customer 1 outsourcingor Customer 1 Site 2 will be able to oversee the equipment created at the Customer 1 Site 2.

If the equipment is supervised by a ServiceNav Box defined at a higher level than the user's home company, it will not be possible for this user to modify the configuration and the application will display the following message:

Regle - EQ Modif

This case can occur if Stephanie wants to modify the configuration of a device defined at Client 1 Site 1 level by François, and supervised by a shared ServiceNav Box defined at Partner level:

Rule - Schema4

 

 Contact

A deactivated contact cannot be selected in a contact group.

A disabled contact cannot be selected in the notification policy of an equipment/unit service/user service.

When a user attached to a reseller configures a piece of equipment at a site or company in outsourcingIn this case, the selectable contacts are those defined at the reseller level and those defined at the company and site level up to the equipment's home site. This visibility is not impacted by the "Accounts and Subordinates" checkbox.

Example :

Rule - Schema2

All contacts defined at the Partnerof Customer 1 outsourcingor Customer 1 Site 1 will be visible in the list of selectable contacts for the equipment.

When a user attached to a reseller configures a piece of equipment at a site or company in resaleIn this case, the selectable contacts are those defined at the company and site level up to the equipment's home site. This visibility is not impacted by the "Accounts and Subordinates" checkbox.

Example :

Rule - Schema5

All contacts defined at the Customer 2 resale will be visible in the list of selectable contacts for the equipment.

A user attached to a client company in outsourcing cannot normally configure a piece of equipment in a site or company by role.

If the role definition allows a device to be configured :

  • the selectable contacts are those defined at company level and those defined at company and site level up to the equipment's home site. This visibility is not impacted by the "Accounts and Subordinates" checkbox.

Example :

Rule - Schema3

All contacts defined at the Customer 1 outsourcing or Customer 1 Site 2 will be visible in the list of selectable contacts for the equipment for the user Stephanie.

  • if the equipment configuration refers to a contact defined at a higher level than the user's company, it will not be possible for this user to modify the configuration, and the application will display the message below:

Regle - EQ Modif

Tip With this mode of operation, it becomes possible for a reseller, within a company that he manages, to delegate the configuration of the supervision to a customer on a particular equipment.

The above rules apply equally to the configuration of a unitary service, and to the configuration of a user service.

 

Contact group

A contact group can only contain activated contacts.

When a user attached to a reseller configures a piece of equipment at a site or company in outsourcingThe contact groups that can be selected are those defined at the reseller level and those defined at the company and site level up to the equipment's home site. This visibility is not impacted by the "Accounts and Subordinates" checkbox.

Example :

Rule - Schema2

All contact groups defined at the Partnerof Customer 1 outsourcingor Customer 1 Site 1 will be visible in the list of selectable contact groups for the equipment.

When a user attached to a reseller configures a piece of equipment at a site or company in resaleThe contact groups that can be selected are those defined at the company and site level up to the equipment's home site. This visibility is not impacted by the "Accounts and Subordinates" checkbox.

Example :

Rule - Schema5

All contact groups defined at the Customer 2 resale will be visible in the list of selectable contact groups for the equipment.

A user attached to a client company in outsourcing cannot normally configure a piece of equipment in a site or company by virtue of its role.

If its role definition allows it to configure a device :

  • The selectable contact groups are those defined at company level and those defined at company and site level up to the equipment's home site. This visibility is not impacted by the "Accounts and Subordinates" checkbox.

Example :

Rule - Schema3

All contact groups defined at the Customer 1 outsourcingor Customer 1 Site 2 will be visible in the list of selectable contact groups for the equipment.

  • if the equipment configuration refers to a contact group defined at a higher level than the user's company, the user will not be able to modify the configuration and the application will display the following message:

Regle - EQ Modif

Tip With this mode of operation, it becomes possible for a reseller, within a company that he manages, to delegate the configuration of the supervision to a customer on a particular equipment.

The above rules apply equally to the configuration of a unitary service, and to the configuration of a user service.

 

 

Time slots

Product Time Ranges

Time slots are provided with the ServiceNav product. These time slots are visible at all levels of the company tree, by all user types.

Default Time Ranges

It is possible to define default time slots for all aspects of supervision (control, notification, availability).

Default time slots are used to speed up the creation of equipment, unit services or user services.

When a device is created, the time slot fields are initialized with the first default time slot defined by going up the hierarchy of the companies in the tree to the user's company. If no default time slot is found, a product default time slot is proposed.

Example 1 :

Rule - Schema2

If a default check time is set at the Customer 1 Site 1the field Control period of the equipment created at Customer 1 Site 1 will be initialized with this time range.

If a default check time is set at the Partnerand no default check time is defined at the Customer 1 outsourcing or Customer 1 Site1the field Control period of the equipment created at Customer 1 Site 1 will be initialized with this time range.

 

Example 2 :

Rule - Schema6

If a default check time is set at the Customer 1 Site 1the field Control period of the equipment created at Customer 1 Site 1 will be initialized with this time range.

A default inspection time slot defined at the Partner will not be taken into account.

If no default check time is defined in Customer 1 outsourcing or Customer 1 Site1the field Control period of the equipment created at Customer 1 Site 1 will be initialized with a default time range of the product.

If no default time slot is found by applying these business rules, the equipment will not be created.

The above rules apply in the same way to the configuration of a user service.

When it comes to configuring a unitary service, the way it works is different:

  • The unitary service inherits the control time slot from its template
  • The unitary service inherits the availability time slot from its model
  • The above rules apply in the same way to initialize the notification time slot

 

Time slots

When creating a company or a site, the user will have to manually create the time slots he wants at the company level, or inherit the time slots created at a higher level in the company tree according to the rules below.

If no time slot is available or if default time slots are missing (control, notification, availability), the user will not be able to put equipment in supervision.

When a user attached to a reseller configures a piece of equipment at a site or company in outsourcingThe time slots that can be selected are those defined at the dealer level and those defined at the company and site level up to the equipment's home site, as well as the product ranges. This visibility is not affected by the "Accounts and Subordinates" checkbox.

Example :

Rule - Schema2

All time slots defined in the Partnerof Customer 1 outsourcingor Customer 1 Site 1 will be visible in the list of selectable time slots for the equipment.

When a user attached to a reseller configures a piece of equipment at a site or company in resaleThe time slots that can be selected are those defined at company and site level up to the equipment's home site, as well as the product ranges. This visibility is not affected by the "Accounts and Subordinates" checkbox.

Example :

Rule - Schema5

All time slots defined in the Customer 2 resale will be visible in the list of time slots displayed for the equipment.

The product time slots will also be selectable.

The time slots of the ServiceNav product are selectable. They are identified by the section title Viadéis Services.

Regle - Beach VS

A user attached to a client company in outsourcing cannot normally configure a piece of equipment in a site or company by role.

If the role definition allows a device to be configured :

The selectable time slots are those defined at company level and those defined at company and site level up to the equipment's home site. This visibility is not impacted by the "Accounts and Subordinates" checkbox.

Example :

Rule - Schema3

All time slots defined in the Customer 1 outsourcing or Customer 1 Site 2 will be visible in the list of selectable time slots for the equipment.

The product time slots will also be selectable.

The time slots of the ServiceNav product are selectable. They are identified by the section title Partner in order to promote the white label scenario.

Regle - Partner Beach

If the equipment configuration refers to a time slot defined at a higher level than the user's company, the user will not be able to modify the configuration and the application will display the following message:

Rule - Modif EQ2

Display in list mode

 

Regle - EQ Modif

Display from the equipment detail record

 

Tip With this mode of operation, it becomes possible for a reseller, within a company that he manages, to delegate the configuration of the supervision to a customer on a particular equipment.

The above rules apply equally to the configuration of a user service and a unit service.

 

 

Service model

When a user attached to a reseller creates, duplicates or overrides a service template at their home company:

  • This service model is visible to this user in all company codes in outsourcing
  • This service model is not visible to this user in all company codes in resale

Therefore, when a user attached to a reseller positions himself on a company in outsourcingThe service models that can be selected are those defined at the reseller level and those defined at the company and site level up to the equipment's home site, as well as the product service models.

This visibility is not affected by the "Accounts and Subordinates" checkbox.

Example :

Rule - Schema2

The service models defined at the Customer 1 Site 1of Customer 1 outsourcingIn addition to the above, the equipment will be selectable from Partner.

Product service models will also be selectable.

Service templates that have been overwritten replace the product service templates in the list of service templates.

When an overloaded service template is deleted, the original overloaded service template is displayed.

The display identifies the different types of Service Templates available in the list of Service Templates. The column Publisher is used to determine the location of the service model definition in the company tree.

Rule - Service model2

When a user attached to a reseller configures a piece of equipment at a site or company in resalethe selectable service models are those defined at company and site level up to the equipment's home site, as well as the product service models. This visibility is not affected by the "Accounts and Subordinates" checkbox.

Example :

Rule - Schema5

The service models defined at the Customer 2 resale are selectable for a piece of equipment.

Product service models are also selectable.

A user attached to a client company in outsourcing as in resale cannot normally create a service template by role.

If the role definition allows you to create a :

The selectable service models are those defined at company level and those defined at company and site level up to the equipment's home site. This visibility is not impacted by the "Accounts and Subordinates" checkbox.

Example :

Rule - Schema3

The service models defined at the Customer 1 Site 2 or Customer 1 outsourcing will be selectable for the equipment.

Product service models will also be selectable.

 

Equipment model

When a user attached to a reseller creates or duplicates a model of equipment at the level of his company :

  • This equipment model is visible to this user in all company codes in outsourcing
  • This equipment model is not visible to this user in all company codes in resale

Therefore, when a user attached to a reseller positions himself on a company in outsourcingThe equipment models that can be selected are those defined at retailer level and those defined at company and site level down to the equipment's home location, as well as the product equipment models.

This visibility is not affected by the "Accounts and Subordinates" checkbox.

Example :

Rule - Schema2

The equipment models defined at Customer 1 Site 1of Customer 1 outsourcingof Partner will be selectable for the equipment.

The equipment models of the product will also be selectable.

The display identifies the different types of equipment models available, in the list of equipment models. The column Publisher is used to determine the location of the equipment model definition in the company tree.

Rule - Equipment model.

When a user attached to a reseller configures a piece of equipment at a site or company in resaleThe selectable equipment models are those defined at company code and site level up to the equipment location, as well as the product equipment models. This visibility is not affected by the "Accounts and Subordinates" checkbox.

Example :

Rule - Schema5

The equipment models defined at Customer 2 resale are selectable for a piece of equipment.

The equipment models of the product are also selectable.

A user attached to a client company in outsourcing as in resale cannot normally create an equipment model per role.

If the role definition allows you to create an equipment model :

The selectable equipment models are those defined at company level and those defined at company and site level up to the equipment's home site. This visibility is not impacted by the "Accounts and Subordinates" checkbox.

Example :

Rule - Schema3

The equipment models defined at Customer 1 Site 2or Customer 1 outsourcing will be selectable for the equipment.

The equipment models produced will also be selectable.

You may also be interested in

Import and update in bulk

Create companies and sites

ServiceNav Configuration Time range

Set up a time slot

en_GB

Welcome to ServiceNav!

Do you need some help? More information about our products? Write to us!
You have taken note of our privacy policy.
We use cookies to ensure the best experience on our site. If you continue to use this site, we will assume that you are satisfied with it.

Reserve your place

You have taken note of our privacy policy.