The organizational hierarchy determines how work orders (WOs) are routed and how territorial resources are divided.
Understand companies
A company is the highest entity in the hierarchy. A company branches into structures, operations centers (OCs), and areas.
Edit companies
To change company information:
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Navigate to Technical Settings > Company.
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Click the Configuration tab.
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To change the configuration, you can edit:
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Id: A non-repeatable identifier across all system contexts.
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Login: The company’s login name.
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Package: Standard workforce management (WFM) parameters.
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Description: The formal branding and internal identification of the entity.
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Name: The organization’s name.
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Click Apply.
Understand structures
To manage OCs that overlap in the same territory, organizational structures help your organization represent the overarching territorial divisions.
Note: OC territories overlap in multi-utility companies where different services (like gas, water, and electricity) operate in the same city but within different organizational units.
Configure structures
To configure structures:
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Navigate to Configuration > Core > Organizational Structure > Structure.
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See Configure your geographical area and structure|Add a new structure.
Understand operations centers
OCs control dedicated sets of resources and WO types. OCs are commonly defined by:
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Personnel: Both technical staff (planners, dispatchers) and field technicians.
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Territorial competence: The OC’s specific geographical area.
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Independent scheduling: Localized resource management and scheduling.
Configure operations centers
To configure OCs:
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Navigate to Configuration > Core > Organizational Structure > Operations Center.
Understand areas
An area is composed of two or more OCs and is used independently of their structures. Areas are primarily used for:
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User profiling: They control objects and OCs that a specific user can see.
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Reporting: They gather data across multiple operational units.
Configure areas
To configure areas:
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Navigate to Configuration > Core > Organizational Structure > Areas.