1

Priority 1: Reserved for escalation of individual WI. The escalation of individual WI:

• Allows the individual WI floating to the top of everyone's list to be worked "ASAP."

• Is not assigned by a skill. Assigned to individual work items using the Is Priority field.

2

Unique Skills: Exist for WIs with established bottlenecks in the skilled resources. There are the following prerequisites::

• Might be one or two people that are authorized to approve a WI of a certain amount.

• Only one or two people are authorized to perform the task such as check writing.

3

Rare Skills: These should be for skills that are out of norm or temporarily scarce. They are:

• New product launch where only a select few may have knowledge.

• Struggle items with heightened supervision or sensitivity.

• Windfall transactions.

4

Uncommon Skills: Used for time-sensitive items or items of importance. They are:

• Higher value transactions.

• Primary skill of a user with the limited workload but the ability to do common skills when primary work is exhausted.

5

Common Skills: Baseline priority. Ideally, common skills make up the vast majority of your skills.

130049

Expedited

Boolean field. If the field is set to Yes, it will use the Expedited SLA values found in the skills domain.

130048

Is Priority

Boolean field. If the field is set to Yes, it will assign a WI.Priority = 1 and prevent skills from changing. If the field is set to false, it will set a WI.Priority = 5 by default and allow the Set Priority by Skills action to set the priority.

42401

Priority Level

Existing field. Is uneditable by a user via UI. This field defines the WI priority and is part of the Get Next logic.

120008

SLA Start Time

Existing field. This is a standard functionality that is set by a transition in the workflow. This field calculates the Work Item SLA Due Date.

120015

SLA Due Date

Work Item Due Date for completion through the workflow. The main purpose is reporting and tracking without any other additional functionalities.

120010 

Task Due Time

Work Item Task Due Date for completion out of a task node, which is calculated when a WI enters each task node. The main purpose is reporting and tracking without any other additional functionalities.

120014 

Task Target Start Time

Work Item Task Target Start Time that is calculated when a WI enters each task node. The Task Target Start Time is used in conjunction with Priority Level to define an order of Get Next.

84001

Skills

Set of system calculations. This set matches data elements of WI to fields in the Skill domain. Once the data elements are matched, an appropriate skill is assigned to the WI.

84002

Suitable Skills

Troubleshooting field. This field indicates all skills that have matched the current WI. The highest-ranked skill is assigned to the appropriate WI.

100201

Name

STRING(254)

True - Unique

Unique name of Skill that will be used to select the skill assigned to a user via User Access.

23001

Workflow

REFERENCE (230 - Workflows)

True

Defines workflow skills that should be applied.

42001

Request Type

REFERENCE (420 - Request Types)

True

Defines request type skills that should be applied.

100297

Node Name

STRING(254)

True

Defines task node skills that should be applied.

84101

Skill Rarity

REFERENCE (841 - Skill Rarity)

True

Skill Rarity aims to deal with bottleneck skills and floate work up to users that may have rare (specialized) skills while they are still processing the common-skilled WI in the stream. Rare-skilled WI will be delivered to a user with that rare skill before the common-skill WI.

110102

Skill Rank

NUMBER(38)

Applies a skill with the highest “Skill Rank” to a WI when there are multiple suitable skills for the WI.

110401

Task Due

NUMBER(38)

SLA field - number of business hours to complete the WI task (Micro SLA).

110403

Task Due Expedited

NUMBER(38)

SLA field - expedited the number of business hours to complete the WI task. Should be smaller value than Task Due hours.

110402

Task Lead Time

NUMBER(38)

SLA field - target amount of time to complete the WI task. This value is subtracted from the Task Due time to set a Target Task Time. This helps users to avoid pulling the WI right at the time it is due. The main purpose of Target Task Time is to start a task with enough time to compete the task before the task SLA is due.

110404

Work Item Hours Due

NUMBER(38)

SLA field - number of business hours to complete all the WI tasks. (Macro SLA).

110406

Work Item Hours Due Expedited

NUMBER(38)

SLA field - expedited number of business hours to complete all the WI tasks (Macro SLA).

120204

SLA Same Day

TIME

SLA field - ignores Work Item Hours Due and Task Due times. The SLA field also sets SLA due to the same day at the specified time. If SLA Same Day is set to 3PM, then any work item created before 3PM, will have a due date of 3PM the same day. After 3PM, SLA is set to 3PM the next business day.

...

Additional Product Fields for Skill Matching

Default Product Fields that will be included for all clients. These fields are used for defining a skill in addition to Request type.

+++

Client Defined Fields for Skill

Client can add additional fields to define skill records. This field requires a CR to modify this domain and the Set Work Item Skill action by engineering.

100001

Name

STRING(50)

110102

Priority

Number(38)

By design, there is not a record with a priority value = 1. It is reserved for individual work item escalation.

120101

Holiday Date

DATE

Date of the holiday.

120202

Start Business Time

Time

120203

End Business Time

Time

100201

Name of Holiday

String(254)

110183

Number of Business Hours

Number(38)

This value is calculated by the system in the following way:
End Business Time minus Start Business Time.

130094

Falls on the weekend

Boolean

Calculated by the system using Holiday Date.