The Demand Management capabilities of
CA PPMhelp you capture, classify, evaluate, and resolve all sources of demand. The business demand on information technology (IT) departments can take any of the following forms.
- an idea for a new product, service, or strategic initiative
- an incident, issue, or problem
- a project request
- a service request
- a support request
The application recognizes two primary types of demand: ideas and incidents. As an IT manager, analyst, or business user, you can capture information about an idea, request, or incident on
CA PPMforms. Forms are powerful and comprehensive; however, they are often not the primary data source for incidents. To capture help desk tickets, incidents, and service requests, your organization likely uses other systems. You can also integrate the data in these other systems.
In integrated environments, the incidents that are imported typically show missing or incomplete investment data. The incidents can have individual effort entries that are not associated with an investment. In this case, use
CA PPMto assign a single investment to all such effort entries. To enable system integrations, use the XML Open Gateway (XOG). The XOG helps you capture incident data from other systems and bring it to
As an IT analyst or manager, skip ahead to the following articles to manage ideas, incidents, and other types of demand:
As an administrator, stay on this page. Use the topics in this article to configure the Demand Management capabilities of the application:
The documentation may not match what you see in the product user interface. This difference can occur because all access to features, menus, pages, buttons, and objects is determined by your access rights. Your organization can also configure the application pages, objects, lookups, partitions, processes, and user interface. Contact your administrator if you are not able to complete any of the steps in the documentation.
Demand Management Prerequisites
To enable users to manage demand, complete the following list of administrative prerequisites:
- Verify that the Demand Management module is installed and that you have a valid license for it.
- SeeAccess Rights Referenceand verify that each user has the appropriate access rights for ideas or incidents:
Users can confirm their access rights by logging in and selecting Ideas or Incidents from the Demand Management menu.
- Incidents - AccessThis access right allows the user to access the incident pages.
- Ideas - NavigateThis access right allows the user to navigate to the Ideas page and view the Ideas link.
- Complete theConfigure Incident Categoriesprocedure.
- To enable users to create incidents, assign access rights for at least one incident category:
- Incidents - Create
- Incidents - Select Category
- To enable users to view or edit financial plans for ideas, assign one or more of the following access rights:
- Idea - Financial Plan - Submit All for Approval
- Idea - View Financial Information All
- Idea - Benefit Plan - Edit All
- Idea - Benefit Plan - View All
- Idea - Budget Plan - Approve All
- Idea - Budget Plan - Edit All
- Idea - Budget Plan - View All
- Idea - Cost Plan - Edit All
- Idea - Cost Plan - View All
- Verify that the following jobs for incidents are scheduled to run:
- Post Incident Financials job
- Post Incident Effort Chargebacks job
- Configure a currency and a cost/rate matrix. Before a resource can enter financial data for incidents, create as many cost matrices as needed for each entity. Define the general properties and then assign columns to the matrix. For more information, seeUsing - Financial Management.
Configure Incident Categories
Before resources can log incidents, create
incident categories. Incident categories are logical groups of investments that help classify incidents of a particular type. Configure logical groupings of incidents that reflect the structure of your organization. Then create and associate investments with these incident categories.
Incident categories help to distinguish real incidents from IT service requests. All incidents must belong to an incident category. Incident category mapping can occur at the investment level or at the administration level. Both require particular access rights. 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 can add resources according to their expertise. Then assign the groups to different incident categories.
As an administrator, define the incident category properties and associate your investments with incident categories. Then grant resources, groups, and OBS units access to the incident category.
Follow these steps:
- OpenAdministration, and fromData Administration, clickIncidents.
- ClickNewand complete the following fields:
- Category NameDefines the short name for a related group of incidents. Examples include2016 New System,Mobile Devices, orAccess Issues.
- Category IDDefines the unique identifier for the incident category.
- DescriptionDescribes this category of incidents.
- To create a category of your investments including assets, applications, products, services, and other work, repeat these steps.
- Click theAssociated Investmentstab.
- To associate investments with an incident category, click Browse and select the check box next to one or more investments.
- ClickAdd.The investments are assigned to the incident category.
- Click theAccess to this Categorytab and select one of the following menu options:
- Full ViewDisplays a list of all resources with access to the incident category. You can click the key icon to view the access rights that each resource has for the incident category. The resulting Access Rights Profile shows you how the rights were granted. For example, the Granted Through column shows a resource, OBS, or group name.
- ResourceDefines the resources that have access to this incident category.
- GroupDefines the groups that have access to this incident category.
- OBS UnitDefines the OBS units that have access to this incident category.
- ClickAdd, select the check box next to each access right, and click Add and Continue.
- Select the check box next to each entity (resource, group, or OBS unit) and clickAdd.
- ClickContinueto proceed from resources to groups to OBS units and clickAddand thenContinue. When finished, clickExit.
- Repeat these steps to configure access to each category.
- Click thePriority Setuptab.
- Select the incident priority for a given impact and urgency combination. The product uses your incident priority matrix to escalate incidents.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 in the incident priority matrix.
- (Optional) To assign investments only to specific incidents, clickAssign Investment, specify your filter criteria, and clickApply.
Demand Management Troubleshooting
Incident Management Check for Processing Errors
Use this procedure to identify incident management errors.
Follow these steps:
- Open Administration, and from Data Administration, click Incidents.The setup page appears.
- Click Processing Errors.
- Enter your filter criteria and click Filter, or click Show All.
Incident Management Error ITL-0514 Incident Category Must Be Created Before Instance Can Be Created
When I try to access incidents for the first-time, the following error message appears:
ITL-0514: Incident category must be created before incident instance can be created. Please contact your administrator.
As an IT worker or any user with access rights, you can log a new incident. You can view and edit the incidents that you have created in the
Reported by Memenu. IT workers can view a list of all incidents in their assigned incident category from the
Assigned to Memenu.
As an administrator, set up the incident category mapping before these users attempt to report and manage incidents. Complete the steps in
Demand Management Incident Categories.
Idea Management Message
Match Scores Can Be Inaccurate
I am using the Replace Resource page to replace staff members. The page lists all the resources that I can access. When I use the team staff page of an idea to replace the assigned staff members, I get the following error:
Match scores can be inaccurate if availability dates do not fall into the following range: ddmmyy - ddmmyy.
This message appears when there is a discrepancy between the date range in the message and the dates in the Availability field. The Availability Match score can be inaccurate. For example, suppose that the dates in the Availability field are 9/30/2016 - 2/27/2017. The date range in the message is 10/20/2016 - 10/20/2017. A one-to-one comparison for any resource cannot be generated, lowering the overall availability match scores.
Follow these steps:
- As an administrator, adjust the dates in the daily resource allocation Time Slice Properties.Changes to the From Date and Number of Periods can also affect the following items: - time slicing jobs - datamart extraction jobs - portlets - reports
- As a resource manager or IT worker, open the idea and click Team.
- Use the team staff page of an idea to replace the staff members that are assigned to the idea. Click the Resource Finder icon for a Resource/Role entry.A list of resources with the same role as the resource being replaced appears. This list shows their availability during the idea time period.
- The Availability field at the top right of the page identifies the assignment period. The page also displays the number of hours the resource is allocated to the idea. Both the allocated dates and the hours are transferred to the new replacement.
- The Availability Match column displays a score that factors in the work period and the availability of each resource. Availability is based on the duration of the assignment and the daily availability of the resource. The higher the score, the closer the match.
- Enter filter criteria to find the replacement resource.
- You are not required to add any skill specifications to your search criteria. In this case, the Total Match column value duplicates the Availability Match score and renders the Skill Match column. If you search by skills criteria and availability criteria, the Total Match column displays an average of the two scores.
- The product uses the resource allocation data to find resources that match the criteria. The dates that appear in this message come from the Time Slice definition DAILYRESOURCEALLOCCURVE (Slice ID=10). The date range is determined by using the current From Date and the number of periods that are defined in the time slice.
- Select the check box next to the resource and click Replace.The Booking Confirmation page appears.
- Click Yes.