Demand Management Configurations

Demand Management Configurations

This section contains the following topics:

How to Set up for Incident Financial Defaults

Incident Categories

Incident Jobs

Check for Errors

How to Set up for Incident Financial Defaults

Before a resource can enter financial data for incidents, do the following:

• Set up the rate matrices and financially enable all resources that works with incidents
• Create logical groups of investments

  For more information, see the Financial Management User Guide.

• Define default financial properties for investments

Investments only support investment-level allocations and chargebacks.

Incident Categories

Part of setting up Demand Management is to create logical groups of investments named incident categories. Incident categories let you classify incidents of a particular type. They allow you to configure logical groupings of incidents that reflect your organization structure. You can then create and associate investments with these incident categories.

In small organizations, where resources work with all incident categories, you can add all resources to a group. Then assign the group to an incident category. In a larger organization, where resources are specialists, you can create groups, and add resources to groups based upon their expertise. Then assign the groups to different incident categories.

How to Work with Incident Categories

Once you have created incident categories, resources can log incidents. Next, define the incident category properties, associate your investments with incident categories, and grant resources, groups, and OBS units access to the incident category.

Use the Create Incident Category page to create an incident category.

Follow these steps:

1. Open Administration, and from Data Administration, click Incidents.

   The setup page appears.

2. Click New.

   The create page appears.

3. Complete the following fields:

   Category Name

   Defines the short name for the incident category.

   Category ID

   Defines the unique identifier for the incident category.

   Description

   Defines a brief description.

4. Click Save and Return.

Associate Investments with Incident Categories

Once you catalog your investments, you can associate investments-assets, applications, products, services, and other work-with incident categories individually or using a batch process. For example, you can associate the monitor, keyboard, and mouse assets with the Hardware: Peripherals incident category.

You can also associate investments with an incident category from the incident.

Before associating your investments with an incident category, select the affected investments within an incident category.

Follow these steps:

1. Open Administration, and from Data Administration, click Incidents.

   The setup page appears.

2. Click the name of incident category to associate your investment with.

   The properties page appears.

3. Click Associated Investments.
4. Select an investment for the Select Investments field.
5. Click Save.

Control Access to Incident Categories

Use the Access to this Category pages to control resources, groups, and OBS units that have access to an incident category.

Follow these steps:

1. Open Administration, and from Data Administration, click Incidents.

   The setup page appears.

2. Click the name of the incident category.

   The properties page appears.

3. Open the Access to this Category menu and click on of the following options:

   Full View

   Displays a list of all resources, groups, and OBS units having access to the incident category. Also, the access rights of resources, groups, and OBS units have to this category.

   Resource

   Defines the resources to grant access to this incident category.

   Group

   Defines the groups to grant access to this incident category.

   OBS Unit

   Defines the OBS units to grant access to this incident category.

4. Click Add and select the check box next to each access right, and click Next.
5. Select the check box next to each entity (resource, group, or OBS unit), and click Add.

   Note: The list of entities that appears depends upon your selection.

Set the Incident Category Priority

Use the incident priority matrix to escalate incidents based on impact and urgency. You can set the priority levels for the matrix. For example, low, medium, or high. The impact values are plotted against the urgency values. The intersection of every impact and urgency value becomes the incident priority.

When you save an existing incident, the incident priority is recalculated based on changes made to the incident priority matrix.

Follow these steps:

1. Open Administration, and from Data Administration, and click Incidents.

   The setup page appears.

2. Click Priority Setup and select the incident priority for a given impact and urgency combination.
3. Save the changes.

Assign Investments to Incidents

CA Clarity PPM is often not the primary data source for incidents. You can use the XML Open Gateway to capture incidents from other systems and bring them into CA Clarity PPM. Often incidents are imported with incomplete investment data. The incidents can have individual effort entries not associated with an investment. In this case, you can assign a single investment to all such effort entries.

For more information, see the XML Open Gateway Developer Guide.

Follow these steps:

1. Open Administration, and from Data Administration, click Incidents.

   The setup page appears.

2. Open Assign Investment and select the check box next to the incident to assign an investment.
3. Click Assign.

   The investment is assigned to the incident.

Incident Jobs

CA Clarity PPM provides the following jobs for incidents:

• Post Incident Financials job
• Post Incident Effort Chargebacks job

Check for Errors

Follow these steps:

1. Open Administration, and from Data Administration, click Incidents.

   The setup page appears.

2. Click Processing Errors.