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)
- Monitoring 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:
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:
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
- Contacts
- Contact group
- Time slot
- Host Template
- 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
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 :
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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:
AND
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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:
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 > Accounts.
In the following, we distinguish between two users:
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Certified Reseller Partner (CRP) User François |
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Managed Company User (GIS User) Stephanie |
The following conventions are defined:
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Is attached to this level in the company and site tree |
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Configures at this level in the company and site tree |
Example :
François is attached to the certified reseller partner company .. 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 :
All ServiceNav Boxes defined at the . (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 :
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:
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:
Contacts
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 :
All contacts defined at the .of 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 :
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 :
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:
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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 :
All contact groups defined at the .of 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 :
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 :
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:
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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 :
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 .and 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 :
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 . 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 :
All time slots defined in the .of 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 :
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.
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 :
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 . in order to promote the white label scenario.
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:
Display in list mode
Display from the equipment detail record
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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 :
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.
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 :
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 :
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.
Host Template
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 :
The equipment models defined at Customer 1 Site 1of Customer 1 outsourcingof . 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.
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 :
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 :
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.
