NextGen FSM
NextGen FSM
Breadcrumbs

Understand Organizational Hierarchys

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:

  1. Navigate to Technical Settings > Company.

  2. Click the Configuration tab.

  3. To change the configuration, you can edit:

    • Id: A non-repeatable identifier across all system contexts.

    • Login: The company’s login name.

    • Package: Standard workforce management (WFM) parameters.

    • Description: The formal branding and internal identification of the entity.

    • Name: The organization’s name.

  4. 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:

Understand operations centers

OCs control dedicated sets of resources and WO types. OCs are commonly defined by:

  • Personnel: Both technical staff (planners, dispatchers) and field technicians.

  • Territorial competence: The OC’s specific geographical area.

  • Independent scheduling: Localized resource management and scheduling.

Configure operations centers

To configure OCs:

Understand areas

An area is composed of two or more OCs and is used independently of their structures. Areas are primarily used for:

  • User profiling: They control objects and OCs that a specific user can see.

  • Reporting: They gather data across multiple operational units.

Configure areas

To configure areas: