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Configuring Job Types

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What does this section cover?

What are Job Types?

Job types define the behaviour and the nature of each Job. Via Job Types you can define s as well as who will be allowed to create Jobs of the specific Job type.

Creating, Editing & Deleting Validations & Restrictions

ActionValidationsRestrictionsAdditional Information
General
  • Multiple Job types can exist in the system, but each one should have a unique name and alternative code.
  • If the Fulfilment scope is New Subscription:
    • Only one billing term is allowed to be specified, which is also the default billing term scheme
    • The available billing term schemes are filtered based on the selected subscription type.

 

A Job type can be used by users only if they are included in the allowed organisational units.
Create
  • All mandatory fields must be provided
  • At least one status per each job life cycle state should be specified in allowed statuses
  • Communication Settings - AVAILABLE FROM CRM.COM R9.0.0
    • You are only allowed to either check the box for sending a communication via the type or "Same as Definition" or none of the 2.
      i.e. If you check the box: "On Creating" then you are not allowed to also check the box "Same as definition"
  • Related to Status Transitions -AVAILABLE FROM CRM.COM R9.0.0
    • Any entity status included in Status Transitions of an Entity Type is also included in the Entity Type's Allowed Statuses.
    • There is one Status Transition within the Entity Type's status transitions for each one of the Entity Type's Allowed Statuses which are not considered as final statuses. (i.e. Completed)
    • There are no Status Transitions related to an initial status (i.e. Draft) which in its turn is related to a final life cycle state of an entity.
    • There are no duplicate entity statuses either among the initial status in the Status Transitions or among the destination statuses.
    • The same Status cannot exist as the initial and the destination status of a Status Transition.
    • The Entity's life cycle state restrictions are aligned with the status transitions. This means that the available destination statuses must be related to the exact subsequent life cycle state compared to the initial status's related life cycle state.
    • There should be one Status Transition for each available Life cycle state transition, i.e. a Status Transition with an initial state related to the initial life cycle state of the entity and a destination status having a life cycle state which follows the state of the initial status. For such Status Transitions, there should be only one destination status. Multiple destination statuses can still be configured but only if they have distinct Allowed organizational units.
  • If the Billing Directive is Billable:
    • Billing Term Scheme must be added and a default one must be selected
  • Allowed Warranty Policies - AVAILABLE FROM CRM.COM R9.0.0
    • Can only be specified in Job Types with fulfilment scope 
      • Generic Purpose 
      • New Subscriptions 
      • Swap Subscription Installed Items. 
  • Not Applicable
Delete
  • Job types cannot be deleted if they are already used by Jobs which are still not completed.
  • Not Applicable
  • Deleted Job types are still visible on Jobs which were created using those types. 

Job Types attributes 

NameDescription
Name*The name of the job type
Alternative code*The alternative code of the job type
DescriptionA description of the job type
Estimated completion time*The time that is estimated to be spent on jobs of this type in order to complete it, measured in minutes, hours, days, weeks, months or years. This information is used to set the estimated completion time on each job of this type
Billing Directive*

Determines if the jobs that will be related to this type will be billable or not. The supported values are the following:

  • Billable
  • Not Billable

Fulfillment Scope*

The scope that jobs of this type should follow in order to deliver a Job. The following job fulfilment scope options are available:

  • Generic Purpose: Jobs created using this type will be used to deliver services and physical goods as part of a generic purpose job
  • New Subscription: Jobs created using this type will be used to deliver services and physical goods as part of signing up a new subscriber
  • Activate Subscription: Jobs created using this type will be used to order a subscription activation
  • Deactivate Subscription: Jobs created using this type will be used to order a subscription deactivation
  • Cancel Subscription: Jobs created using this type will be used to order a subscription cancellation
  • Add Subscription Services: Jobs created using this type will be used to order subscription services addition
  • Cancel Subscription Services: Jobs created using this type will be used to order a subscription services cancellation
  • Change Subscription Location: Jobs created using this type will be used to change the location of an existing subscription
  • Swap Subscription Installed Items: If selected then any jobs created using this type will be used to swap installed items on an existing subscription - AVAILABLE FROM CRM.COM R9.0.0
  • Swap Subscription Services: If selected then any jobs created using this type will be used to swap services on an existing subscription - AVAILABLE FROM CRM.COM R9.0.0

Fulfilment Method*

The method that should be followed in order to fulfil the job. The supported methods are the following:

  • Based on ordered items: If selected then the delivered services and physical goods should include all the services and physical goods that were initially ordered by the customer. Additional services and physical goods are not allowed to be delivered. All delivered services and physical goods are billed.
  • Based on delivered items: If selected then it is not mandatory to include the ordered services and physical goods in the delivered services and physical goods. Additional services and physical goods are allowed to be delivered. All delivered services and physical goods are billed.

Subscription Billing Term Scheme

Available only if the the fulfilment method is set to new subscription
 The available billing term schemes are filtered based on the selected subscription type.

Job Billing Term Scheme

Available only if the the fulfilment method is set to new subscription
Defines the Billing Term Scheme to be used by jobs of the type and also is set as the default billing term scheme

Subscription Type

Available only if the the fulfilment method is set to new subscription

The type of subscription that can be created through jobs of this type.
Check out Allowed Subscription Types for Job Types other than New Subscription 

ALLOWED ATTRIBUTES
STATUSES
Allowed Statuses*The job statuses which are allowed to be used in job of this type. At least one status per each job life cycle state should be specified in this section. The default job status is also specified in this section.

Default Status on Start Progress

The status that should be automatically selected on starting the job progress. The available options include all the allowed statuses which are related with the in progress life cycle state

Default Status on Complete

The status that should be automatically selected on completing the job. The available options include all the allowed statuses which are related with the completed life cycle state

Default Status on Cancel

The status that should be automatically selected on cancelling the job. The available options include all the allowed statuses which are related with the cancelled life cycle state

AVAILABLE FROM CRM.COM R9.0.0

WARRANTY POLICIES

Allowed Warranty PoliciesDefines a list of Warranty Policies which can be applied on installed items either when installed items are sold to customers through any Job scope, or when replacement installed items replace existing sold installed items through Swap Subscription Installed Items jobs. 
More than one Warranty Policies can be included in a Job Type's Allowed Warranty Policies.
If no Allowed Warranty Policies are defined in the Job Type then none is applicable.
CATEGORIES
Allowed CategoriesThe job categories which are allowed to be used in job of this type
PHYSICAL GOODS
Allowed  physical goods

The products and product types classified as Physical goods that can be added to jobs of that type. The following information is specified on each allowed physical good:

  • A product or product type classified as physical goods
  • Classification: mandatory or optional
EXPENSES
Allowed  Expenses

The products classified as expenses that can be added to jobs of that type. The following information is specified on each allowed physical good:

  • A product or product type classified as expense
  • Classification: mandatory or optional
ACTIVITY TYPES
Allowed Activity Types

Defines which types of activities can be applied on jobs of this type. The following information is specified:

  • Activity type
  • Classification: Mandatory or  Optional
  • Billing Directive: Defines if the activity should be Billable or Not billable. This information is available only if the job type is billable
SUBSCRIPTION TYPES

Allowed Subscription Type

Determines the type of subscriptions that can be maintained through jobs of this type. Multiple subscription types can be added, but each subscription type can be added once. This information is visible and applicable only if the job type fulfilment scope is one of the following:

  • Activate Subscription
  • Deactivate Subscription
  • Cancel Subscription
  • Add Subscription Services
  • Cancel Subscription Services
  • Change Subscription Location
  • Swap Subscription Installed Items - AVAILABLE FROM CRM.COM R9.0.0
  • Swap Subscription Services - AVAILABLE FROM CRM.COM R9.0.0
BILLING TERMS

Allowed Billing Term Schemes

The Billing Term Schemes that can be used by jobs of that type. The default billing term scheme is also specified in this section, although is not mandatory.

Mandatory on Conditions: This section is mandatory if the billing directive is set to billable.

If the fulfilment scope is set to new subscription then this section is not available. The Billing Term Schemes will be set under Main Information. One for Job and one for the Subscription

AVAILABLE FROM CRM.COM R9.0.0

Communication Settings

The communication settings for the communications that can be automatically sent. Communication Settings In Job Types are used in order to override the same settings available in Job Definitions by either defining a different Communication Template, disable a Communication creation on a specific event for the related Job Type or enable a Communication creation

Communication Triggers / Events

These are the events for which a communication will be automatically triggered.

    • On Creating: If enabled then a communication will be sent whenever a job is created
    • On Updating: If enabled then a communication will be sent whenever the requested information of a job is updated
    • On Starting Progress: If enabled then a communication will be sent whenever the progress of a job starts(i.e. the life cycle state changes to "In Progress")
    • On Cancelling: If enabled then a communication will be sent whenever a job is cancelled (i.e. the life cycle state changes to "Cancelled")
    • On Completing: If enabled then a communication will be sent whenever a job is completed (i.e. the life cycle state changes to "Completed")
Communication Template

The communication template that will be used to create the communication for the trigger/event
Only effective communication templates having Outgoing direction can be selected.

Communication Queue External SystemAn external system can be optionally specified for each trigger/event

AVAILABLE FROM CRM.COM R9.0.0

Status Transitions

Status Transitions define the allowed or disallowed transitions between statuses of a specific entity based on a set of conditions that include the initial and destination status value, the type of the entity and the user or unit who is performing the status transition.

StatusThe initial status of the entity for which the allowed transitions are defined. Only one initial status can be defined per Status Transition per Entity Type. The entity status must also be included within the Entity Type's Allowed Statuses, if any are defined
Status Transitions

A list of statuses that can be used as destination statuses when the specified status needs to be changed. Each entry consist of the following:

  • Status: The status to where the selected status can be changed to
    At least one status must be specified, however you can define multiple statuses
  • Allowed Organizational Conditions: The Units or Users allowed to change to the specified status. This condition is optional, which means that if no Organizational Units are defined then all users are allowed to change the status of the entity.
Allowed Organisational Units
Allowed Organisational UnitsThe organisational units that can use the specific job type

 

Defining your own Job Types tailored to your company's needs

  1. Navigate to CONFIGURATION > CRM APPLICATION > JOBS > SET UP TYPES
  2. Either search for an existing one or from the Top Menu click on NEW

  3. MAIN INFORMATION

    1.  Provide the required information 
      JOB TYPES

  4. ALLOWED ATTRIBUTES

    1. STATUSES

      1. Click on ADD and search using the search modal for the status you would like to add. 
      2. Select the status and click on Select
      3. Add at least one status per available Life Cycle State.
      4. Check the box of the status that you would like to set as default, i.e. when a new Job is created
      5. Once you select the statuses, you may also select the status that should be automatically selected on starting, completing and cancelling a job.

    2. WARRANTY POLICIES - AVAILABLE FROM CRM.COM R9.0.0

      1. Click on ADD and search using the search modal for the warranty policy you would like to make available

    3. CATEGORIES

      1. Click Find to search for the category based on your needs
        1. A modal window opens with a tree structure of the available categories. 
        2. Click to select the category you need

       

    4. PHYSICAL GOODS

      1. Click on ADD and search for a physical good or physical good type that are allowed to be added on Jobs of this type. 

      2. You must specify if the physical goods are mandatory or optional. Mandatory physical goods are automatically added on creating the Job and they cannot be removed or unselected.
      3. If nothing is specified then all are included

    5. EXPENSES

      1. Click on ADD and search for a service or service type that are allowed to be added on Jobs of this type. 
      2. You must specify if the services are mandatory or optional. Mandatory services are automatically added on creating the Job and they cannot be removed or unselected.
      3. If nothing is specified then all are included
         

    6. ACTIVITY TYPES

      1. Click on ADD and search for Activity types that are allowed to be scheduled through the Jobs of this type. 

      2. If nothing is specified then all are included

      3. You must specify if the activity should be billable or not billable. This information is available only if the job type is billable. 

         

    7. BILLING TERM SCHEMES 

      Allowed Billing Term Scheme Tip

      • This section is mandatory if the Job type's billing directive is set to billable 

      • If the fulfilment method is set to New subscription then only one billing term is allowed to be selected, therefore the Allowed Billing Term Schemes tab is not available. The billing term selection will be done at the Job Billing Term Schemes which is found in the Main Information Area

       

      1. Select between ALLOW ALL BILLING TERM SCHEMES or ALLOW SPECIFIC BILLING TERM SCHEMES

      2.  If Specific Billing Term Schemes are selected then click ADD and search and select the billing term scheme that should be allowed

       

      Classification for Allowed Entities

       The following entities

      • Physical Goods
      • Expenses
      • Activity Types

      can be used in Job Types only if they are included in the "Allowed" section of the Job Type. For each entity type that is added you can also define whether the item is mandatory or optional. 

      • Mandatory: The Physical Good / expense / activity types MUST be added on the Job before the Job is ordered. (Updated to a status of a Life Cycle State In Progress)
      • Optional: The user can choose not to include the item on the job

    8. SUBSCRIPTION TYPES 

      1. Click ADD 

      2. Select the subscription type that should be allowed from the drop down list

        Allowed Subscription Type Tip

        • This section is available if the fulfilment method is one of the following:

        • Activate Subscription
        • Deactivate Subscription
        • Cancel Subscription
        • Add Subscription Services
        • Cancel Subscription Services
        • Change Subscription Location
        • Subscription Installed Items Swap
        • Subscription Services Swap

  5. COMMUNICATION SETTINGS - AVAILABLE FROM CRM.COM R9

    1. Select the events related to Jobs for which you want to create a communication

      Overriding Definition Settings

      By default the system will have "Same as Definition" selected for all events. If you would like the system to override the definition and get the settings from the Job type, for a specific event, then you will need to un-check the "Same as Definition" and check the box next to the event and define a different template and optionally an external queue system, as in the screenshot below:
      OVERRIDE DEFINITION SETTIGNS AND CREATE A COMMUNICATION WITH DIFFERENT TEMPLATEIf on the other hand you do not want to create a communication at all for the specific type, and in the definition you have it configured to send one, then un-check both boxes in the job type, as in the screenshot below.
      OVERRIDE DEFINITION SETTIGNS AND DO NOT CREATE A COMMUNICATION 

       

      1. For each event you would like to override definition settings and send a communication for the particular event (i.e. The checkbox next to the event is checked) then you also need to define the following

        1. Communication Template: Search and add a template using the search modal or quick search

        2. Communication Queue External System: Search and add a /wiki/spaces/internal/pages/11142302 using the search modal  or quick search 
           

  6. STATUS TRANSITION - AVAILABLE FROM CRM.COM R9.0.0

    1. Click on ADD
      1. From the modal Status Transition select the Status for which you would like to define Status Transition rules
      2. Click on SAVE
    2. Click on the Status you have added from the list to select
      1. From the right hand side click on ADD under the status name
        1. To Status (Life Cycle State): From the drop down list select the To Status
        2. Allowed Organizational Unit: 
          Click on ADD ALLOWED ORGANIZATIONAL UNITS to add the users/units that will be allowed to use the specific status transition
          1. Through the modal click on ADD USER or ADD UNIT
          2. Search and add the User or Unit
          3. Click on SAVE
      2. You can repeat the process to add as many status transitions you want for the select Status
    3. You can repeat the process to add more statuses and their related transitions
       

  7. ALLOWED ORGANISATIONAL UNITS

    1. Click on "ADD" and select between
      1. COMMUNITY
      2. GROUP
      3. UNIT
    2. Use the Search modal to select the Organisational unit you would like to add.
    3. You can select any type of Organisational unit according to the restrictions that you would like to set or none at all.

    Organisational Unit selection

     

  8. From the Top Menu click on SAVE

  9. LOG INFORMATION

    Log information section keeps all the logging information related to the specific record

    • Basic set of information available in all entities
      • Created By User: The user that created the entity
      • Created By Unit: The unit of the user that created the entity
      • Updated By User: The user that last updated the entity
      • Updated by Unit: The unit of the user that last updated the entity
      • Date Created: The date the account was entity
      • Date Updated: The date the account was last entity
        LOG DETAILS

Deleting Job Types

  1. Search for the entity that you would like to delete
    Visit  Using Summary Pages   to find out how you can search using CRM.COM Summary Screens
  2. Click on the link of the record you would like to delete, to be transferred to the Data Entry page
  3. From the actions menu click on "DELETE"
     The entity will be deleted given that the validations are satisfied

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