Taking Action on Service Automation Proposals with Decision Engine

    The Decision Engine tool displays to the right of each proposal, as illustrated below. You will see either Approve or Reject, based on supporting intelligence.

    Proposals with Decision Engine: Recommendation Options

    Expanding Supporting Intelligence displays the Proposal Price Quartiles, Service Provider Performance, and Similar Work Orders and Proposals.

    Proposals with Decision Engine: Recommendations and Supporting Evidence

    You may approve, reject, or place proposals on hold for further conversation with your team and/or provider. You may also assign the proposal to another person within your organization.

    Approving Proposals using Decision Engine in Service Automation

    Note: You may approve a proposal based on your business practices, even when Decision Engine shows a ‘Reject’ recommendation.

    How to Approve a Proposal

    1. On the desired proposal, click Supporting Intelligence to review various analytic metrics to support the recommendation.
      Note: Only the primary currency displays in Price Quartiles.
    2. Approve the proposal, based on Decision Engine metrics and your business practices:
      • (Proposals with an ‘Approve’ recommendation) Click the green Approve recommendation.
      • (Proposals with a ‘Reject’ recommendation) Click the Actions drop-down and select Approve.
    3. In the Proposal Action popup window, select whether you want to post to the originating work order, generate a new work order, or select an existing work order.
    4. (Optional) In the Set P.O. # To field, enter a new purchase order number.
    5. Review or change the Set Category to and Set Priority to fields to reflect the appropriate information.
    6. (Optional but recommended) Enter Comments related to the proposal, such as when to begin service or who to contact to setup a schedule.
    7. In the Email field, the email address for the contractor that submitted the proposal is automatically filled in. Optionally, you may add additional email addresses so to notify others.
    8. Click Send. The proposal approval is sent to the service provider, and the proposal status changes to Approved.

    Rejecting Proposals using Decision Engine in Service Automation

    When rejecting a proposal, you must select a reason for that rejection, using reason codes. This is beneficial so service providers can have more information on the rejection, thus allowing them to adjust and resubmit the proposal.

    Proposal Reject Reason Codes

    Note: You may reject a proposal based on your business practices, even when Decision Engine shows an ‘Approve’ recommendation.

    How to Reject a Proposal

    1. On the desired proposal, click Supporting Intelligence to review various analytic metrics to support the recommendation.
      Note: Only the primary currency displays in Price Quartiles.
    2. Reject the proposal, based on Decision Engine metrics and your business practices:
      • (Proposals with a ‘Reject’ recommendation) Click the red Reject recommendation.
      • (Proposals with an ‘Approve’ recommendation) Click the Actions drop-down and select Reject.
    3. In the Reject modal, select the appropriate Reason Code.
    4. Enter Comments related to the rejection and chosen reason code.
    5. In the Email field, the email address for the contractor that submitted the proposal will be automatically filled in. Optionally, you may add additional email addresses so to notify others.
    6. Click Send. The proposal rejection is sent to the service provider, and the proposal status changes to Rejected.

    Additional Proposal Actions

    Along with approving and rejecting proposals, you may also place them on hold, assign the proposal to another person, or put proposal back in the Open status after it was placed on hold.

    Note: You cannot place a proposal in the Open status once it was either approved or rejected.

    How to take further Proposal Actions

    1. On the desired proposal, click the Actions drop-down menu.
    2. Choose the appropriate Action:
      • On Hold or Open:
        • In the Proposal Action popup window, select whether you want to post to the originating work order, generate a new work order, or select an existing work order.
        • (Optional) In the Set P.O. # To field, enter a new purchase order number.
        • Review or change the Set Category to and Set Priority to fields to reflect the appropriate information.
        • (Optional but recommended) Enter Comments related to the proposal, such as when to begin service or who to contact to setup a schedule.
        • In the Email field, the email address for the contractor that submitted the proposal will be automatically filled in. Optionally, you may add email addresses so to notify others.
        • Click Send. The proposal approval is sent to the service provider, and the proposal status changes to Approved.
      • Assign:
        • In the Assign a Proposal popup window, select a User from the drop-down menu to which the proposal is assigned.
        • (Optional) Enter Notes related to the proposal for the assignee.
        • Enter an Email.
        • Click Send. A notification is sent to the Assignee.