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Field ID | Name | Definition | ||
|---|---|---|---|---|
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.
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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. |
Skills: Domain 840
Field ID | Name | Type | Required | Notes |
|---|---|---|---|---|
100201 | Name | STRING(254) | True - Unique | Unique name of a Skill that will be used to select the skill assigned to a user via User Access. |
23001 | Workflow | REFERENCE (230 - Workflows) | True | Defines the workflow skills that should be applied. |
42001 | Request Type | REFERENCE (420 - Request Types) | True | Defines the request type skills that should be applied. |
100297 | Node Name | STRING(254) | True | Defines the 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 the 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. |
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Skill Rarity Domain defines and holds values for the Skill Priority Pyramid, which is provided below.
Field ID | Name | Type | Notes |
|---|---|---|---|
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. |
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The following field is stored in the User Access domain and allows assigning multiple skills to the appropriate user.
Field ID | Name | Type | Notes |
|---|---|---|---|
84001 | Skills | REFERENCE (840 - Skills) | This field aims to determine which work items a user will pull from the Get Next button. |
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Set the Start business time and End Business time fields as required.
Field ID | Name | Type | Notes |
|---|---|---|---|
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: |
130094 | Falls on the weekend | Boolean | Calculated by the system using Holiday Date. |
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