This determines which service group in which building is responsible for a certain category of services. Service tickets are automatically assigned to the group based on this selection. If no group has been assigned for a combination of building and category, the service is forwarded to the administrator group defined for the service ticket. This group can then select the relevant group and is also informed that an addition needs to be made to this form. Further settings can also be made, such as setting information emails for the service ticket, specifying whether service tickets for this responsibility must be released and setting the service times.
Identification
Information on the data record’s identification is entered in this section.
| Property | Description |
| Observing group | Depending on the workflow used, an observer group can be assigned for a responsibility. This field is not used in the best practice workflow. |
| Maintenance Responsibility | Selection of the responsibility that is automatically selected for maintenance orders resulting from a service ticket. |
| Active / bookable | Specify here whether this combination of category and building should be used for the service ticket. |
| Responsible Person | Select the responsible employee for the present responsibility. This combobox is provided for information purposes only and does not have a function in the service ticket workflow. |
| Service Category | Select the responsible service group. |
| Building | Select the building for which a responsibility is defined. |
| Responsible Service Group (Standard Service Group) | Select the responsible service group. |
| Response time default [minutes] | Enter the specified response time in minutes. A service ticket with this responsibility should be responded to within this period. The response time affects the escalation of the reminder emails. |
| Handling Time [h] | Enter the specified processing time in hours. A service ticket with this responsibility should be processed within this period. The processing time affects the escalation and therefore the reminder emails for the service ticket. |
Escalation
This area summarizes the information on possible escalation. This function is used in the best practice workflow and is also available for individual workflows.
| Property | Description |
| number of escalations | Here you can define how often a ticket should escalate before the escalation loop is ended. This function is used in the best practice workflow and is also available for individual workflows. |
| Escalation interval [days] | Here you can define the interval of how many days a ticket should be escalated again after the first escalation. This function is used in the best practice workflow and is also available for individual workflows. |
| Group to be informed | Here you can specify which group [System control\ Portal options\ Rights management] should also be notified in the event of an escalation. The notification is sent from the second escalation. This function is used in the best practice workflow and is also available for individual workflows. |
Release
Here you can specify whether a release is required for this service in the building and which group is responsible for this release. Approval takes place directly after submission, before the ticket is forwarded to the responsible service group. Several people can be defined in the approval group, who can then all approve in parallel. You can define how many people from the group must approve for the ticket to be considered approved. In addition, times for automatic approval or rejection can be specified. This function is used in the best practice workflow and is also available for individual workflows.
| Property | Description |
| automatically reject after [h] | After the specified number of hours have elapsed, all unprocessed releases are automatically rejected. If the two values "Automatically release after [h]" and "Automatically reject after [h]" are set to the same value, the system releases after the time has elapsed. |
| Number of necessary approvals | Specify here how many people from the approval group must actually grant approval for the ticket to be approved overall. If just as many or more approvers process the request positively, the ticket is approved, even if other approvers reject it. If the release group contains fewer people than necessary, the ticket is automatically released when all people in the release group have positively processed their respective request. If no value is specified, all approvers must have positively processed their request for the ticket to be processed further. If the required number is not reached, the ticket is automatically rejected. |
| Release automatically after [h] | After the specified number of hours have elapsed, all approvals that have not yet been processed are automatically approved. |
| Release required | Activate to use the release function for the service in this building. Requires the specification of a release group. This function is used in the best practice workflow and is also available for individual workflows. |
| Release group | Selection of the group to which a ticket for this category is to be assigned in the building. The group can contain several people who can then all release tickets in parallel. This function is used in the best practice workflow and is also available for individual workflows. |
Service times
The times at which a service should be available for the building can be defined in this area. This has an impact on the eTASK best practice workflow and can also be applied to individual workflows.
| Property | Description |
| Service available on Sunday | After activation, calculated appointments for the service in this building can fall on a Sunday. |
| Service available on Saturday | After activation, calculated dates for service in this building may fall on a Saturday. |
| Service available on public holidays | After activation, calculated dates for the service in this building can fall on a public holiday that is stored in the public holiday table. |
| Service time from [hh:mm] | Enter the start of the service time in the format hh:mm (example: "08:30"). |
| Service time until [hh:mm] | Enter the end of the service time in the format hh:mm (example: "17:00"). |
Reporting office
These characteristics describe the reporting office responsible for a service ticket. They include information for identifying and contacting the office responsible for processing the ticket.
| Property | Description |
| Group registration office | Select the group that is to act as the registration office for this combination of building and category. |
| Registration office required | Specify here whether the service tickets should go to a central reporting point and not be forwarded directly to the standard service group. |
