MSP mApp Solution Workflows

The Managed Service Provider mApp® Solution uses the same forms as CSM. However, the workflows are sometimes different.

MSP Incident Workflow

The following figure describes a high-level Incident workflow for the MSP mApp Solution.

1	The Classification is limited to only the Services assigned to the Customer - External's Company of record.
2	The Assigned Team is automatically populated from the Customer External's Company of record.
3	The SLA is automatically populated based on the Customer - External record.

MSP Company Workflow

The following figure describes a high-level Company workflow for the MSP mApp Solution.

1	The required fields are Company name, Company ID, and Primary Contact Name.
2	This includes the Default Support Team and an Account Manager on that team.
3	Add, upload, or link the following details: Company CIs Company site and building locations Services Support users Assigned SLAs

MSP Customer - External Workflow

The Customer - External form was created to assist with MSP work and to establish separation between the internal customers and external customers. The following figure describes a high-level Customer - External workflow for the MSP mApp Solution.

1	Customer fields include First Name and Last Name fields, which are required, and the following fields that are not required: Title Primary Phone Email
2	Organization fields include Company. The Site and Building fields are automatically filtered according to the Company selected. SLA Subscription is automatically populated based on the Company selected.

MSP Configuration Item Workflow

The following figure describes a high-level Configuration Item (CI) workflow for the MSP mApp Solution.

1	Choose a CI Owner. This can be any of the following options: Employee owned Company owned MSP owned
2	Assign the Configuration Item to a Company.