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Optimize multi-site and multi-client configuration: inheritance and visibility rules

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Introduction

In a fleet supervision context characterized by a very large volume of equipment and unit services, the configuration can be long and tedious. However, supervision must be implemented quickly and efficiently.

This document specifies the inheritance and visibility rules allowing to optimize the monitoring configuration in a multi-site and/or multi-client context.

This document is therefore intended for the staff responsible for configuring ServiceNav.

Readers wishing to familiarise themselves with the concepts of the application should first familiarise themselves with the following documents on the ServiceNav community site:

  • Designing > Understanding application concepts
  • Configure > Commissioning a ServiceNav Box
  • Configure > Setting up supervision accounts
  • Configure > Configure Notification

 

 The essentials

For 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 certain fields (Supervision configuration > Services > Templates)
    • Criticity
    • Availability rate
    • Period of availability
    • Control period
    • Normal control interval
  • Overloaded, created or duplicated service templates (Monitoring configuration > Services > Templates)
  • Supervisory Accounts at the company code level that you configure (Supervision configuration > General > Supervision accounts)
  • Control, availability and notification time slots (Supervision configuration > General > Time slots)
  • Contacts (Supervision configuration > General > Contacts)
  • Contact groups (Supervision configuration > General > Contact groups)

The following principles of visibility apply:

Rule - Table 1

 

Concepts

Heritage

Inheritance allows you to define configuration items at one level of the company and site tree, and to use these items to configure equipment, unit services and user services at lower levels.

The following elements are inherited :

Ruler - Screen1     Ruler - Screen2     Ruler - Screen3

Service models by company

A service model can be of the type :

  • PRODUCT delivered in the ServiceNav product
  • CREE created at company code or site level
  • HERITE Create/overwrite: created/overwritten above the company code selected in the tree structure, or the PRODUCT templates.
  • OVERLOAD visible in the context of the company selected in the company tree, and effectively overloaded in some of its fields.

Managing service templates by company allows you to create, duplicate, or override application service templates at one level of the company tree to benefit subordinate levels.

The ServiceNav product comes with a default repository of service templates. It is possible to override the service templates, i.e. 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 overwritten are the following:

  • Criticity
  • Availability rate
  • Period of availability
  • Control period
  • Normal control interval

 

Equipment models by company

The management of equipment models per company allows you to create and duplicate equipment models from the application at a company tree level to benefit subordinate levels.

Visibility

Inheritance and visibility rules are defined using the following drivers:

  • The role of the user
  • The company of the logged-in user's company
  • The company selected by the logged-in user
  • The company code mode, defined in module Organization
  • The object
    • Contact
    • Contact Group
    • Time range
    • Equipment model
    • Service Model

Only users who are authorized to access the application menus for configuring the above objects are concerned by this document.

 

Outsourcing mode - resale mode

The ServiceNav product distinguishes between two types of accounts :

  • A certified reseller-partner company for the ServiceNav product, supervising a fleet of equipment attached to client companies.
  • Certified reseller partner's corporate clients

Rule - Tree

Two modes are supported from the point of view of the certified reseller partner 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 its customers 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 module Organization, field Outsourcing mode :

Rule - Managed mode

Tip The sites of a company inherit the company mode.

It is possible to change the mode of a company if the following conditions are met :

  • no equipment created on the company or on any of its sites

ET

  • the "Company in CRM" field is empty on the company or all its sites

 

 

Synthesis

Rule - Synthesis* Special case: the summary of the default time slots, visible at the top of the list view, follows inheritance rule n°2.

Legend

Note A checkbox such as this (in red) indicates the visibility in the list view of the item:

Rule - Synthese2

 

Configuration rules

Inheritance and visibility rules are defined using the following drivers:

  • The role of the user
  • The company of the logged-in user's company
  • The company selected by the logged-in user
  • The company code mode, defined in module Organization

Only users who are authorized to access the application menus for configuring the above objects are concerned by this document. Roles are defined in the Administration > Application > User accounts.

In the rest of this document, we distinguish between two users:

Man User Reseller Certified Partner (RPC) User
François
Woman Managed Company User (GIS User)
Stéphanie

The following conventions are defined:

Black arrow Is attached at this level in the company and site tree structure
Red arrow Configures at this level in the company and site tree structure

Example :

Ruler - Schema1

François is attached to the company certified reseller partner Partner. 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 supervise equipment.

An equipment can be supervised by a ServiceNav Box located at least at the same level as the equipment in the company tree.

The user configuring the equipment supervision must be associated with a company located at least at the same level as the company where the ServiceNav Box is attached in the company tree.

Example :

Ruler - Schema2

All ServiceNav Boxes defined at the level of Partner (MNS type), from Customer 1 outsourcingor from 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 at a site or company by virtue of its role.

If the role definition allows it to configure a piece of equipment, the same rule applies.

Example :

Ruler - Schema3

All ServiceNav Boxes defined at the level of Customer 1 outsourcingor from 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 that user to change the configuration, and the application will display the message below :

Rule - Modify EQ

This case may occur if Stephanie wishes to modify the configuration of an equipment defined at Client 1 Site 1 level by Francois, and supervised by a shared ServiceNav Box defined at Partner level:

Ruler - Schema4

 

 Contact

A deactivated contact cannot be selected from a contact group.

A deactivated 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 outsourcingThe selectable contacts are those defined at dealer level and those defined at company and site level up to the site where the equipment is attached. This visibility is not impacted by the "Accounts and Subordinates" checkbox.

Example :

Ruler - Schema2

All contacts defined at Partnerof Customer 1 outsourcingor from 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 resaleThe selectable contacts are those defined at company and site level up to the site where the equipment is attached. This visibility is not impacted by the "Accounts and subordinates" checkbox.

Example :

Ruler - Schema5

All contacts defined at 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 code by role.

If the role definition allows you to configure a piece of equipment :

  • the selectable contacts are those defined at company level and those defined at company and site level up to the site where the equipment is attached. This visibility is not impacted by the "Accounts and Subordinates" checkbox.

Example :

Ruler - Schema3

All contacts defined at Customer 1 outsourcing or from Customer 1 Site 2 will be visible in the list of selectable contacts for the equipment for the user Stéphanie.

  • if the equipment configuration refers to a contact defined at a higher level than the user's home company, it will not be possible for that user to modify the configuration, and the application will display the message below :

Rule - Modify EQ

Tip With this operating mode, it becomes possible for a reseller, within a company that he outsources, to delegate the supervision configuration to a customer on a particular piece of equipment.

The above rules apply in the same way for the configuration of a unit service, and for 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 selectable contact groups are those defined at the reseller level and those defined at company and site level up to the site where the equipment is attached. This visibility is not impacted by the "Accounts and Subordinates" checkbox.

Example :

Ruler - Schema2

All contact groups defined at Partnerof Customer 1 outsourcingor from 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 selectable contact groups are those defined at company and site level up to the site where the equipment is attached. This visibility is not impacted by the "Accounts and subordinates" checkbox.

Example :

Ruler - Schema5

All contact groups defined at 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 at a site or company by virtue of its role.

If the definition of its role allows it to configure a piece of equipment :

  • The contact groups that can be selected are those defined at company level and those defined at company and site level up to the site where the equipment is attached. This visibility is not impacted by the "Accounts and Subordinates" checkbox.

Example :

Ruler - Schema3

All contact groups defined at Customer 1 outsourcingor from 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 home company, it will not be possible for that user to modify the configuration, and the application will display the message below :

Rule - Modify EQ

Tip With this operating mode, it becomes possible for a reseller, within a company that he outsources, to delegate the supervision configuration to a customer on a particular piece of equipment.

The above rules apply in the same way for the configuration of a unit service, and for 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 types of users.

Default time ranges

It is possible to define default time slots for all aspects of supervision (control, notification, availability).

Default time slots allow you to speed up the creation of equipment, unit services or user services.

When a piece of equipment is created, the time slot fields are initialized with the first default time slot defined by going up the company code hierarchy in the tree structure to the user's company code. If no default time slot is found, a default time slot for the product is proposed.

Example 1 :

Ruler - Schema2

If a default inspection time slot is set at Customer 1 Site 1field, the Control period of the equipment created in Customer 1 Site 1 will be initialized with this time slot.

If a default inspection time slot is set at Partnerand there is no default check time slot set at the Customer 1 outsourcing or from Customer 1 Site1field, the Control period of the equipment created in Customer 1 Site 1 will be initialized with this time slot.

 

Example 2 :

Ruler - Schema6

If a default inspection time slot is set at Customer 1 Site 1field, the Control period of the equipment created in Customer 1 Site 1 will be initialized with this time slot.

A default inspection time slot set at Partner will not be taken into account.

If no default inspection time slot is set at Customer 1 outsourcing or from Customer 1 Site1field, the Control period of the equipment created in Customer 1 Site 1 will be initialized with a default time slot for the product.

If no default time slot is found by applying these business rules, the equipment will not be created.

The above rules apply equally to the configuration of a user service.

As far as the configuration of a unit service is concerned, the operating mode is different :

  • The unit service inherits the control time range of its model.
  • The unit service inherits the availability time slot of 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 selectable time slots are those defined at the reseller level and those defined at the company and site level up to the site where the equipment is attached, as well as the product ranges. This visibility is not impacted by the "Accounts and Subordinates" checkbox.

Example :

Ruler - Schema2

All time slots defined in Partnerof Customer 1 outsourcingor from 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 selectable time slots are those defined at company and site level up to the site where the equipment is attached, as well as the product ranges. This visibility is not impacted by the "Accounts and Subordinates" checkbox.

Example :

Ruler - Schema5

All time slots defined in 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.

Ruler - VS Range

A user attached to a client company in outsourcing cannot normally configure a piece of equipment in a site or company code by role.

If the role definition allows you to configure a piece of equipment :

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 :

Ruler - Schema3

All time slots defined in Customer 1 outsourcing or from 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 Partner in order to promote the white label scenario.

Ruler - Beach Partner

If the equipment configuration refers to a time slot defined at a higher level than the user's home company, it will not be possible for that user to modify the configuration, and the application will display the message below :

Rule - Modif EQ2

Display in list mode

 

Rule - Modify EQ

Displaying from the Equipment Details Master Record

 

Tip With this operating mode, it becomes possible for a reseller, within a company that he outsources, to delegate the supervision configuration to a customer on a particular piece of equipment.

The above rules apply equally to the configuration of a user service and a unit service.

 

 

Service Model

When a reseller-attached user creates, duplicates or overwrites a service model at the level of its affiliate :

  • This service model is visible for this user at all companies in the mode outsourcing
  • This service model is not visible for this user in all companies in the resale

Therefore, when a user attached to a reseller positions himself on a company in outsourcingThe selectable service models are those defined at the reseller level and those defined at the company and site level up to the site where the equipment is attached, as well as the product service models.

This visibility is not impacted by the "Accounts and Subordinates" checkbox.

Example :

Ruler - Schema2

The service models defined at Customer 1 Site 1of Customer 1 outsourcingThe equipment will be selectable by Partner.

Product service models will also be selectable.

Service models that have been overloaded replace the product service models in the list of service models.

When an overloaded service model is deleted, the initially overloaded service model 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.

Rule - Service Model2

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 the corporate and site level up to the equipment attachment site, as well as the product service models. This visibility is not impacted by the "Accounts and Subordinates" checkbox.

Example :

Ruler - Schema5

The service models defined at 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 model by role.

If the role definition allows you to create a :

Selectable service models are those defined at company level and those defined at company and site level up to the site where the equipment is attached. This visibility is not impacted by the "Accounts and Subordinates" checkbox.

Example :

Ruler - Schema3

The service models defined at Customer 1 Site 2 or from Customer 1 outsourcing will be selectable for equipment.

Product service models will also be selectable.

 

Equipment model

When a user attached to a reseller creates or duplicates a model of equipment at the level of its parent company :

  • This equipment model is visible for this user in all companies in the outsourcing
  • This equipment model is not visible for this user in all companies in the resale

Therefore, when a user attached to a reseller positions himself on a company in outsourcingThe selectable equipment models are those defined at the reseller level and those defined at the company and site level up to the site where the equipment is attached, as well as the product equipment models.

This visibility is not impacted by the "Accounts and Subordinates" checkbox.

Example :

Ruler - Schema2

The equipment models defined at Customer 1 Site 1of Customer 1 outsourcingof Partner will be selectable for equipment.

The equipment models of the product will also be selectable.

The display identifies the different types of equipment models available in the equipment model list. The column Publisher Determines the location of the equipment model definition in the company tree.

Rule - Equipment model.

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 the company and site level up to the site where the equipment is attached, as well as the product equipment models. This visibility is not impacted by the "Accounts and Subordinates" checkbox.

Example :

Ruler - Schema5

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 by role.

If the role definition allows you to create an equipment model :

The equipment models that can be selected are those defined at company level and those defined at company and site level up to the site where the equipment is attached. This visibility is not impacted by the "Accounts and Subordinates" checkbox.

Example :

Ruler - Schema3

The equipment models defined at Customer 1 Site 2or from Customer 1 outsourcing will be selectable for equipment.

Product equipment models will also be selectable.

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