Configure Marketing Service Management

Marketing Service Management defaults to the request-driven method for handling tasks. Administrators in the global domain can set marketing configurations to determine how the system handles daily operations.

  1. Navigate to Marketing > Administration > Configuration.
    Note: Administrators in domains lower than the global domain can view the Configurations screen, but cannot modify the settings.
    The options on the configuration screen are arranged in a multiple-tabbed layout, as follows:
    • The Business Process tab contains options for setting up the request life cycle, creating catalogs and requests, and configuring notifications.
    • The Assignment tab contains options for setting up manual and auto-assignment.
    • The Add-ons tab contains options for enabling the knowledge base, managed documents, and task activities.
  2. Fill in the fields on the Business process tab.
    Note: The Configuration screen contains many configuration options. An option is enabled when the switch appears green and is toggled to the right. All configuration options listed in the Dependency must be enabled in order for the option to be displayed.
    Table 1. Configuration screen - Business Process
    Field Description Dependency
    Lifecycle
    Enable state flows Enable state flows consistent with all service management applications.

    If you prefer to create your own state flows using business rules, client scripts, and UI actions, disable the option. A confirmation box displays and includes a link to a help article that describes the implications of disabling state flows. It is highly recommended that you read the article before proceeding.

    If you disable state flows and save, this configuration option is removed from the screen and state flows cannot be re-enabled from the user interface.

    Process life cycle Select request driven (subtasks are optional) if you do not want to require tasks to fulfill requests. When the request life cycle is request driven, requests can be directly assigned to users in an assignment group. Users can still add tasks to requests. However, closing all tasks does not automatically close the request.
    Note: If the Enable state flows option is not selected, the process life cycle becomes request-driven and this field is not displayed.
    • Enable state flows is turned on.
    Assignment method for requests Select the method for assigning requests:
    • using auto-assignment: Requests are automatically assigned.
    • using a workflow: User is prompted to select the workflow for assignment.
    • manually: Manually assign requests.
      Note: If the Enable state flows option is not selected, the assignment method defaults to manually and this field is not displayed.
    • Enable state flows is turned on.
    • Process life cycle: request driven (subtasks are optional)
    Note: The Process life cycle option is not available in all service management applications.
    Use this workflow to assign requests Select the workflow for dispatching requests.
    • Enable state flows is turned on.
    • Process life cycle: request driven (subtasks are optional)
    • Assignment method for requests
    Note: The Process life cycle option is not available in all service management applications.
    Approval for new request required When disabled, all requests in the Awaiting Approval state are automatically approved.
    • Enable state flows is turned on.
    Use this workflow for approvals Select the approval workflow for requests.
    An approver must provide one of the following approval responses before requests can move to the next state:
    • Approved
    • Rejected
    • More information required
    • Duplicate
    Note: If you do not select a workflow, the default workflow, Approval Workflow for SM, is used. This workflow requests an approval from all users with the wm_approver_user role.
    • Enable state flows is turned on.
    • Approval is required for new requests
    Assignment method for tasks Select the method for assigning tasks:
    • using auto-assignment: Tasks are automatically assigned.
    • using a workflow: User is prompted to select the workflow for assignment.
    • manually: Manually assign tasks.
    Note: If the Enable state flows option is not selected, the assignment method defaults to manually and this field is not displayed.
    • Enable state flows is turned on.
    Use this workflow to assign tasks Select the workflow for assigning tasks.
    • Enable state flows is turned on.
    • Assignment method for tasks
    Agent must accept or reject the assigned task Enable to require the assigned agent to accept or reject the task.
    • Enable state flows is turned on.
    Copy task work notes to request Enable to synchronize task work notes with the work notes on the order or request. When work notes are added in the task, the same work notes appear in the order or request.
    • Enable state flows is turned on.
    Catalog and Request Creation
    Create or update requests by inbound email. Enable this option to allow inbound email messages to create or update requests. This option must be enabled to allow requests to be marked as spam.
    Requests are created using Select catalog or regular form to install the catalog and enable automatic publishing of request templates to the catalog.

    Select regular form only to uninstall the catalog and disable automatic publishing of request templates to the catalog.

    Templates create a dedicated catalog item Enable this option to allow automatic publishing of catalog items for the application.
    Notification
    Send a notification when a field changes for a task or request. Configure notifications to be sent to specific recipients when selected fields in requests and/or tasks change.
    1. From Table, select Request or Task.
    2. From Field, select the field to use for generating notifications. When a change is made to the selected field, a notification is sent to the recipients identified.
    3. From Recipients, select one or more recipients
    4. If a specific user or a specific group, is selected, the user is prompted to select a user or group.
    5. To define more notifications using other fields or recipients, repeat the steps on the next line.
    6. To remove a notification, click the delete notification symbol symbol to the right of the notification.
  3. Click the Assignment tab and fill in the fields.
    Table 2. Configuration screen - Assignment tab
    Field Description Dependency
    Manual Assignment
    Assign requests or tasks based on assignment group coverage areas Enable this option to limit the selection of groups from the Dispatch group and Assignment group fields to groups that cover the location of the task.
    Auto-Assignment - Scheduling
    Auto-selection of agents will consider time zone for tasks Enable this option to consider the time zone of the agent when assigning a task.
    • Enable state flows is turned on.
    Auto-Assignment - Additional Factors
    Auto-selection of agents will consider location of agents Enable this option to use the agent and location when determining who to assign the task to. Agents closer to the task location receive preference.
    • Enable state flows is turned on.
    • If using Process life cycle: Life cycle is task driven, then
      • Assignment method for tasks: using auto-assignment
    • If using Process life cycle: Life cycle is request driven, then
      • Assignment method for requests: using auto-assignment
    Auto-selection of agents for tasks requires them to have skills This option determines the degree to which skills must be matched to a task when determining auto-assignment.
    • Select all to require that an assigned agent has all the skills to perform the task. An agent who lacks one skill is eliminated.
    • Select some if you want agents who have most of the skills to perform the task.
    • Select none if you want to auto-assign agents without considering skills.
    • Enable state flows is turned on.
    • If using Process life cycle: Life cycle is task driven, then
      • Assignment method for tasks: using auto-assignment
    • If using Process life cycle: Life cycle is request driven, then
      • Assignment method for requests: using auto-assignment
    Auto-selection will attempt to assign the same agent to all tasks in a request Enable this option to auto-assign all tasks for a request to the same agent.
    • Enable state flows is turned on.
    • If using Process life cycle: Life cycle is task driven, then
      • Assignment method for tasks: using auto-assignment
    • If using Process life cycle: Life cycle is request driven, then
      • Assignment method for requests: using auto-assignment
  4. Click the Assignment tab and fill in the fields.
    Table 3. Configuration screen - Add-ons tab
    Field Description Dependency
    Documentation
    Enable a dedicated knowledge base Enable this option to install the knowledge base for the application.
    Enable managed documents Enable this option to add a related list to managed documents.
    Enable task activities Enable this option to log the task interactions and communications, such as phone calls and email messages.
    Work notes are mandatory Enable this option if work notes are mandatory when closing, completing, or canceling requests and tasks. If it is disabled, work notes are not needed when closing, completing, or canceling.
    Maps
    Enable maps Enable this option to use maps.
  5. Click Save.
    Warning: If you clicked the Enable state flows option to disable it, a confirmation box appears, along with a link to documentation that explains the consequences of disabling state flows. It is highly recommended that you read the documentation before proceeding. The action of disabling service management state flows cannot be reversed.