Creating entitlement rules

Configure entitlement rules that define which users can access various service request definitions (SRDs). You must have the Entitlement Administrator or SRM Administrator permission to configure entitlements.

In general, configuring entitlement depends on the user ID, location, entitlement group, and company. Any combination of these attributes can be required to determine if a user can view and access the SRD.

You can create entitlement rules by using the Entitlement Console. An entitlement rule includes the following qualifications:

• A people qualification that defines a set of people who have the entitlement
• An SRD qualification that defines the SRDs included in the entitlement
  
  

To create an entitlement rule

1. In the Application Administration Console, click the Custom Configuration tab.
2. From the Application Settings list, select Service Request Management > Entitlement > Entitlement Management, and then click Open.
3. In the Entitlement Console, click Create.
4. On the Entitlement Rule form, select the Exclusion Rule option to exclude users from accessing the specified packages or SRDs.
5. From the People Qualification Name field, select a people qualification.
6. From the SRD Qualification Name field, select an SRD qualification.
7. Click Save.

Creating people qualification

Create people qualifications to define a selection of people that you can associate with an SRD entitlement rule.

To increase performance, entitlement rules are cached. A user’s entitlement cache is flushed when a related entitlement rule is created or modified. Users must reopen the Request Entry console for related entitlement rule changes to apply.

To create a people qualification

1. Open the Entitlement Console and select Entitlements > PED Management.
2. In the People Qualification for Entitlement form, select the status.
   The default setting is Enabled.
3. Enter a name for the people qualification.

4. Select one of the following options, and select or enter a value:

   Option	Value	Description
   Company	Company name	Entitles one specific company to view the SRD
   AR Username	Logon ID	Entitles one person to view the SRD. Click Add to open the People Search form. Select the appropriate user record, and click Select.
   Entitlement Group	Entitlement group description	Entitles one specific group to view the SRD.
   Location	Region, site group, or site	Entitles a specific location to view the SRD, defined by any combination of region, site group, or site. Important: Do not use special characters in the name of a site. For example, single quotes, double quotes, and so on.
   Advanced Qualification	Qualification string	Enables you to define an advanced entitlement qualification. When you select this option, the Advanced Qualification Builder appears. Select field names by clicking either Fields From or Fields From Current Form, and selecting from the list. Select a qualifier, add values in the Qualification field, and then click Select. Important: The advanced qualification applies to entries in the CTM:People form. If you use the Advanced Qualification Builder to create an advanced qualification in the People Qualification for Entitlement form, do not use any of the keywords from the Keywords list. The keywords in this list do not apply to data in the the CTM:People form.  After you create the qualification and users log in, the entitlement cache is populated. If records in the CTM:People form are modified at this point, users might not see changes to the SRDs to which they are entitled. To correct this issue, flush the entitlement cache as explained in Enabling entitlement. Users will see changes the next time they open the Request Entry console.

5. Click Save.

Creating entitlement groups

You can set up entitlement groups to define standard entitlement definitions that you can associate with specified groups of users.

 To add an entitlement group

1. In the Application Administration Console, click the Custom Configuration tab.
2. From the Application Settings list, select Service Request Management > Entitlement > Entitlement Group Management, and then click Open.
3. In the Entitlement Group Management form, click Create.
4. Select a company, and enter an entitlement group name and description.
5. Click Save.
6. To add a user to the group, select the entitlement group that you just added, and click the Add button under the Entitlement Group Users table.

7. In the People Search form, select a person to add to the group, and click Select.
   The person that you selected appears in the table.

   Important

   When you add users to an entitlement group, you must flush the entitlement cache before the users can see any SRDs visible to the entitlement group. After the cache is cleared, users must reopen the Request Entry console to see any changes. For more information, see Enabling entitlement.

Creating SRD qualifications

You create an SRD qualification to associate service request definitions (SRDs) with an entitlement rule by category, level, name, package, or advanced qualification.

To create an SRD qualification

1. Open the Entitlement Console and select Entitlements > SRDED Management.
2. In the SRD Qualification for Entitlement form, select the status.
   The default setting is Enabled.
3. Enter a name for the SRD qualification.
4. Select one of the following options and specify the required information:
   • Category of SRD — Select a category.
   • SRD Level — Enter or select an SRD level.
   • Specific SRD — Select a specific SRD.
   • Specific Package — Select a package.

   • Advanced Qualification — Enter an advanced qualification. By using an advanced qualification, you can create exceptions with global SRDs. For example, you might exclude global SRDs for one specific company, such as a vendor.

5. Click Save.