OCE - Service Level Management - Cronologia

Renato.daverio il 10:36, 30 mag 2018

2018-05-30T10:36:27Z

Renato.daverio: /* Objective definition */

2018-05-30T10:35:36Z

‎Objective definition

Renato.daverio: /* Objective Logical Structure */

2018-05-30T10:22:25Z

‎Objective Logical Structure

Renato.daverio il 10:17, 30 mag 2018

2018-05-30T10:17:20Z

Renato.daverio: /* Objective Logical Structure */

2018-05-30T10:07:55Z

‎Objective Logical Structure

Renato.daverio: /* OCE Overview */

2018-05-30T10:02:24Z

‎OCE Overview

Renato.daverio: /* OCE Overview */

2018-05-30T09:59:14Z

‎OCE Overview

Renato.daverio il 09:58, 30 mag 2018

2018-05-30T09:58:56Z

Renato.daverio il 09:39, 30 mag 2018

2018-05-30T09:39:09Z

Renato.daverio: /* Events */

2018-05-30T09:19:24Z

‎Events

@@ Riga 38: / Riga 38: @@
 # The ''[[Glossary|Obejctive]]'' has a target, the ''[[Glossary|OCE]]'' calculates entities (i.e.: ''[[Glossary|Ticket]]'') value related to it.
 # The ''[[Glossary|Obejctive]]'' could have a related ''[[Glossary|Working Calendar]]'' : it will be used during recalculation to considerer the working periods (the ''[[Glossary|Working Calendar]]'' could be defined for each ''[[Glossary|Project]]'' or ''[[Glossary|Service]]'').
-# The ''[[Glossary|Aggregated Obejctive]]'' are used to create a subset of ''[[Glossary|Standard Obejctive]]'' to improve the UI on ''[[Glossary|Ticket]]'' view. When scope of more ''[[Glossary|Standard Obejctive]]'' is overlapping with another, the one with highest priority
+# The ''[[Glossary|Aggregated Obejctive]]'' are used to create a subset of ''[[Glossary|Standard Obejctive]]'' to improve the UI on ''[[Glossary|Ticket]]'' view. When scope of more ''[[Glossary|Standard Obejctive]]'' is overlapping with another, the one with highest priority(position in ''[[Glossary|Aggregated Objective]]'') is visualized for ''[[Glossary|Ticket]]''.
 === Objective definition ===

@@ Riga 45: / Riga 45: @@
 {| class="wikitable"
 ! Field !! Meaning !! Comments
 |-
 | <u>Type</u> || Standard vs. Aggregated || An Aggregated ''[[Glossary|Objective]]'' is a aggregation of many Standard ''[[Glossary|Objective]]''
 |-
 | <u>Metric</u> || Lead time for workflow (status A -> status B), Group lead time for workflow (status A -> status B), Difference between date fields, Difference between numeric fields ||
-−
 |-
-| <u>Target</u> || The target agreement for the ''[[Glossary|Objective]]''  ||
+| <u>Value Type</u> ||"ABS" or "REF"||Will define if value for current ''[[Glossary|Objective]]'' will be visualized as absolute time passed or referred to target
-−
 |-
 | <u>Set calculation interval</u> || Frequency (in seconds) of each calculation || It is optional because ''[[Glossary|OCE]]'' uses by default the frequency set at ''[[Glossary|Company]]'' level
 |-
 | <u>Scope</u> || Define the set of tickets for which the objective is calculated ||

@@ Riga 37: / Riga 37: @@
 # The ''[[Glossary|Obejctive]]'' has a target, the ''[[Glossary|OCE]]'' calculates entities (i.e.: ''[[Glossary|Ticket]]'') value related to it.
-# The ''[[Glossary|Obejctive]]'' could have a related Calendar: it will be used during recalculation to considerer the working periods.
+# The ''[[Glossary|Obejctive]]'' could have a related ''[[Glossary|Working Calendar]]'' : it will be used during recalculation to considerer the working periods (the ''[[Glossary|Working Calendar]]'' could be defined for each ''[[Glossary|Project]]'' or ''[[Glossary|Service]]'').
- For aggregated objectives, when overlapping, the one with highest priority
+# The ''[[Glossary|Aggregated Obejctive]]'' are used to create a subset of ''[[Glossary|Standard Obejctive]]'' to improve the UI on ''[[Glossary|Ticket]]'' view. When scope of more ''[[Glossary|Standard Obejctive]]'' is overlapping with another, the one with highest priority
-  (position in ''[[Glossary|Aggregated Objective]]'') is visualized
+  (position in ''[[Glossary|Aggregated Objective]]'') is visualized for ''[[Glossary|Ticket]]''.
 === Objective definition ===

@@ Riga 36: / Riga 36: @@
 [[File:OCE logical structure.png|centre|thumb|500x500px|OCE logical structure]]
-# Each Objective has 1 target
+# The ''[[Glossary|Obejctive]]'' has a target, the ''[[Glossary|OCE]]'' calculates entities (i.e.: ''[[Glossary|Ticket]]'') value related to it.
-# Each Service Calendar, if applicable, wins over Objective Calendar
+# The ''[[Glossary|Obejctive]]'' could have a related Calendar: it will be used during recalculation to considerer the working periods.
   For aggregated objectives, when overlapping, the one with highest priority
   (position in ''[[Glossary|Aggregated Objective]]'') is visualized

@@ Riga 36: / Riga 36: @@
 [[File:OCE logical structure.png|centre|thumb|500x500px|OCE logical structure]]
- Each objective has 1 target only
+# Each Objective has 1 target
- Service Calendar, if applicable, wins over Objective Calendar
+# Each Service Calendar, if applicable, wins over Objective Calendar
   For aggregated objectives, when overlapping, the one with highest priority
   (position in ''[[Glossary|Aggregated Objective]]'') is visualized

@@ Riga 33: / Riga 33: @@
 |}
-==== Logical Structure ====
+==== Objective Logical Structure ====
 [[File:OCE logical structure.png|centre|thumb|500x500px|OCE logical structure]]

← Versione meno recente		Versione delle 09:59, 30 mag 2018
Riga 18:		Riga 18:

	The high level ''[[Glossary\|OCE]]'' options are available for a User with ''[[Glossary\|Superadmin]]'' role under '''''General\System\OCE Setup'''''		The high level ''[[Glossary\|OCE]]'' options are available for a User with ''[[Glossary\|Superadmin]]'' role under '''''General\System\OCE Setup'''''
−

	{\| class="wikitable"		{\| class="wikitable"

@@ Riga 3: / Riga 3: @@
 It allows to define ''[[Glossary|Metrics]]'' and notifications for different ''[[Glossary|Workflow]]''.
-The main parameters for each ''[[Glossary|Objective]]'' are: a ''[[Glossary|Metric]]'' , a target(expected time interval for a ''[[Glossary|Ticket]]'' to reach ''[[Glossary|Objective]]'' final ''[[Glossary|Status]]'') and a scope.
+The main parameters for each ''[[Glossary|Objective]]'' are: ''[[Glossary|Metric]]'' , target(expected time interval for a ''[[Glossary|Ticket]]'' to reach ''[[Glossary|Objective]]'' final ''[[Glossary|Status]]'') and scope.
 ''[[Glossary|Action]]'' can be configured on each ''[[Glossary|Objective]]'' to manage events (for example, notification messages to solicit the progress of a ''[[Glossary|Ticket]]'').
-Finally ''[[Glossary|SM - Service Managment]]'' module can be configured to visualize the elapsed time or missing time for ''[[Glossary|Ticket]]'' related to ''[[Glossary|Objective]]'' (through columns that can be placed in the Ticket View).
+Finally ''[[Glossary|SM - Service Managment]]'' module can be configured to visualize the elapsed time or missing time for ''[[Glossary|Ticket]]'' related to ''[[Glossary|Objective]]'' (through columns that can be placed in the Ticket View or special ''[[Glossary|OCE]]'' field to be placed in ''[[Glossary|Ticket]]'' form).
-''[[Glossary|Objective]]'' management is available under General\Company\Objectives by default.
+''[[Glossary|Objective]]'' management is available under '''''General\Company\Objectives''''' by default.
-=== Objective logical structure ===
+=== OCE Overview ===
 [[File:OCE logical structure.png|centre|thumb|500x500px|OCE logical structure]]
   Each objective has 1 target only
   Service Calendar, if applicable, wins over Objective Calendar
-  For aggregated objectives, when overlapping, the one with highest priority (position in ''[[Glossary|Aggregated Objective]]'') is visualized
+  For aggregated objectives, when overlapping, the one with highest priority
 === Objective definition ===

@@ Riga 14: / Riga 14: @@
 [[File:OCE logical structure.png|centre|thumb|500x500px|OCE logical structure]]
-# Objectives related to Agreements are automatically calculated based objectives scope (services and dates)
+ Each objective has 1 target only
-# Each objective has 1 target only
+ Service Calendar, if applicable, wins over Objective Calendar
-# Service Calendar, if applicable, wins over Objective Calendar
+ For aggregated objectives, when overlapping, the one with highest priority (position in ''[[Glossary|Aggregated Objective]]'') is visualized
-=== Standard Objective definition ===
+=== Objective definition ===
 {| class="wikitable"
@@ Riga 25: / Riga 24: @@
 |-
-| <u>Type</u> || Standard vs. Aggregate ||
+| <u>Type</u> || Standard vs. Aggregated || An Aggregated ''[[Glossary|Objective]]'' is a aggregation of many Standard ''[[Glossary|Objective]]''
 |-
@@ Riga 31: / Riga 30: @@
 |-
-| <u>Target</u> || The target agreement for the objective ||
+| <u>Target</u> || The target agreement for the ''[[Glossary|Objective]]''  ||
 |-
-| <u>Calculation frequency</u> || Delay in seconds between each calculation ||
+| <u>Set calculation interval</u> || Frequency (in seconds) of each calculation || It is optional because ''[[Glossary|OCE]]'' uses by default the frequency set at ''[[Glossary|Company]]'' level
 |-

@@ Riga 134: / Riga 134: @@
   Example 1:
-  # Name: First Trigger
+  Name: First Trigger
-  # Target: 2h
+  Target: 2h
-  # Trigger Value: 0h 30m
+  Trigger Value: 0h 30m
   An Event will be raised after 2h 30 m.
   Example 2:
-  # Name: Second Trigger
+  Name: Second Trigger
-  # Target: 4h
+  Target: 4h
-  # Trigger Value: -1h
+  Trigger Value: -1h
   An Event will be raised after 3h m.