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Entitlement rules use case

Your organization - a publishing business - has offices in three different cities in the United States. The three offices perform different functions:

  • Detroit is responsible for marketing.

  • New York deals with all sales activities

  • San Diego takes care of all the printing activities,

The three offices use different applications and different types of infrastructure, so the offerings that IT provides are different for each office. However, there are common offerings that need to be available to all employees.

All of the offerings fall into three categories. The categories are:

  • Phone and Mobile

  • Applications

  • Network Connectivity

Management wants to use entitlements to limit the offerings Service Portal users see, based on their locations. As the Service Management administrator, you need to configure entitlement rules for the following:

Category Offering Detroit New York San Diego

Network Connectivity

 Create network login X X X

Applications

 Grant access to Salesforce   X  

Applications

 Installation of Adobe Photoshop     X

Phone and Mobile

 Order new mobile subscription X    

Applications

 Request PC phone service X X  

Configuration steps

The following steps assume that you have previously set up the relevant locations. To set up locations, from the Main menu, select Administration > Master data > Locations. For more information, see Locations.

You need to complete the following steps to configure Service Management as required:

ClosedSet the location for users

Each user must have their location specified in their Person record.

For each of the users:

  1. From the Main menu, select Administration > Master Data > People.

  2. Select the user.

  3. In the General tab, go to the Contact information section.

  4. In Location, select one of the three locations (San Diego, New York or Detroit).

  5. Save your changes.

ClosedCreate entitlement rules for each office location

There needs to be an entitlement rule for each office location.

For each of the office locations:

  1. From the main menu, select Administration > Master Data > People > Entitlement Rules.

  2. Click New.

  3. Enter a Name for the entitlement rule, and provide a Description.

    For example:

    Field Type
    Name San Diego
    Description Visible only to users located in San Diego

  4. In the Rule Definition section, for Location, select the appropriate value from the drop-down.

    To continue the previous example, you would select North America/United States/San Diego.

  5. In the Rule Definition section, leave Group and Role blank.

  6. Save your changes. 
ClosedCreate an entitlement rule for the parent location

In the preceding step, you created entitlement rules for the three city locations. You now create an entitlement rule at the parent level that applies to users whose location parent is North America/United States. In our example this means the three cities of San Diego, New York, and Detroit.

  1. From the main menu, select Administration > Master Data > People > Entitlement Rules.

  2. Click New.

  3. Enter a Name for the entitlement rule, and provide a Description.

    For example:

    Field Type
    Name United States
    Description Visible only to users located in the United States

  4. In the Rule Definition section, for Location, select North America/United States.

  5. Save your changes. 
ClosedAdd audiences

In Service Management, adding an audience to a category or an offering is how you apply entitlement rules. One method of implementing the present use case is as follows:

Item Audience
Network Connectivity (Category) United States
Grant access to Salesforce (Offering) New York
Installation of Adobe Photoshop (Offering) San Diego
Order new mobile subscription (Offering) Detroit
Request PC phone service (Offering)

Detroit

New York

Setting the audience for the Network Connectivity category makes this available to users in the three cities. That makes the underlying offerings also available. Therefore, the Create network login offering is available to those users. For the present use case, you could achieve the same effect by adding the Detroit, New York, and San Diego audiences to the offering, or by adding the United States audience to the offering.

For more information: