Distribution Logic

The following logic must be established for this tutorial:

• Service technicians must only receive the service orders for the customers assigned to their work center based on their region (the region depends on the zip code and is recorded in the Service Order data object).

• Service technicians must only receive the service orders for the equipment they are qualified to service.

  This requires a distribution rule for the service orders that maps the following attributes:

  • The REGION attribute in the Work Center data object to the REGION attribute of the Service Order data object (SubGen mapping).

  • The WORKCENTER_ID attribute in the Work Center data object to the WORKCENTER_ID attribute defined in the RMM customizing group.

  • The EQUIPMENT_TYPE and EQUIPMENT_BRAND attributes in the Service Order data object to the EQUIP_TYPE and EQUIP_BRAND attributes in the RMM customizing group (device attribute mapping).

• Together with the service orders, service staff must receive the following information:

  • Customer information such as customer address and contacts.

  • Equipment information such as equipment location and servicing instructions.

  This requires a dependency between the Service Order data object and the Customer data object and between the Service Order data object and the Equipment data object (these can be based on associations defined at data object level).

• The service orders are only to be distributed if the equipment and customer information is complete and available for distribution.

  This requires a data completeness group including the dependencies mentioned above.

The following figure illustrates the associations, dependencies, distribution rules, and data completeness group for this tutorial: