Service Requests
- Examples
- Notes
- Caution
- Characteristics specific to versions 2016 and earlier
- Menu access
- Description of tabs
- Alphabetical order of the tabs
- Activity
- Details
- Discussions
- Equipment/Software
- Attachments
- Consumables
- Charged Back Services
- Consumables (Without Logistics)
- Orders
- Related Incidents
- Related Problems
- Related Services
- Related Changes
- Equipment
- Licenses
- Contracts
- CI
- History of Changes
- Questions/Responses
- Release
- Related Projects
- Procedures and Wizards
Definition
A service request is a request submitted by an employee to the IT Department which will then provide assets or perform services.
EndDefinition
Each request:
- Is created manually by a Front Office user (the requestor) via a portal or by a Back Office technician via a Quick Call on behalf of a recipient.
- Is associated with a catalog entry, through its category.
- It can provide a list of options defined for the category.
- A multi-cart wizard enables you to select several services successively and to add them to a single global request.
See the examples.
- Is managed by the workflow of the category.
- May be linked to a parent request.
- Is invoiced based on the cost of the service and options defined in the catalog and can be charged to a budget allocation.
- Is usually approved by a manager before it is integrated.
Process for handling a service request. See the life cycle
- The workflow starts once the questionnaire defined in the initial step, if any, is completed. This can be a standard or multi-section questionnaire.
- It generates actions which can be manual actions or automatic actions.
See Action types.
- Each time an action is performed, the status of the request is updated and shows the progress of the process.
- A history enables you to store a trace of each action performed.
- Global (multi-cart) requests are managed by the workflow of a specific catalog called Main Catalog.
Examples
- Request for equipment: A new standard office workstation
- Request for a service: Reinitialization of a password, SAP training
- Multi-cart request for a new user in the Accounting Department:
1. Main service: A new standard office workstation
List of options proposed for the service:
- Disk space required? 1 GB, 10 GB, 100 GB
- Monitor? 17", 19", 21"
- AZERTY or QWERTY keyboard?
- USB mouse?
2. Add a second service: Request for client access to the accounting software
Notes
- You can create a new request in different ways:
- Ticket.
See the procedure.
- Quick access command that will run the wizard for creating the type of service in the catalog.
See the procedure. Note: You must first define the quick access command.
- New Request/Incident wizard in the Equipment form (only in List mode).
- Ticket.
- The requestor and the recipient may be the same person.
- Related requests or child requests:
- They are created for the same requestor/recipient as the parent request and their category is identical. Use the Create a Child Request wizard.
- When the parent request is closed, this does not have any impact on the child requests.
- You can cancel a request using the Cancel / Close wizard. This is possible only if no action has been performed.
- Difference between a service request for assets and a service request for services:
Service Request for Assets | Service Request for Services | |
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Contents | Equipment, software, consumables | Service, training |
Workflow Steps | Logistics, installation (request transferred in the ticket) | Processing, operation (request may be solved in the ticket) |
- An SLA by priority can be defined for service requests provided the Other Parameters {SM} Use SLAs by Priority for Services option is enabled.
Caution
Application rules of SLAs
SLA_ApplicationRule
- The SLA applicable is always the most restrictive one, i.e. the one with the shortest resolution time, of the two SLAs defined respectively for the catalog category and for the SLA by priority.
- The SLA by priority is automatically readjusted when the levels of urgency and impact are modified when creating the ticket. It also takes into consideration the VIP level of the recipient.
See the examples.
SLA_ApplicationRule_Override
- You can use the Change SLA wizard to override the SLA. If this is the case, the new SLA will be applicable.
Characteristics specific to versions 2016 and earlier
The Service Request form in versions 2016 and earlier is different:
- Menu access
- Graphic interface:
- General overview of the form
See the Fundamentals
- Screens in the Service Request form
- Some wizards of the Activity tab are available under action buttons on the Action form.
- General overview of the form
- A VIP user (recipient or requestor) is indicated by one or more
depending on the level. This means that the request must be given top priority in processing.
- History of actions
- Back Office:
- Enter a new request via a quick call in the
field
- Create a multi-cart request by selecting Operation > Service Requests > New Request or Home > New Service Request
- Enter a new request via a quick call in the
- Self Service Portal (Front Office):
- Create the request using the catalog: Click the
Service quick creation button or select New Service Request in the menu
- Monitor the progress of the request
- Create the request using the catalog: Click the
Menu access
Service Operation > Service Requests > Requests
Description of tabs
TabUpdateRules_After2016Versions
Click to see the general principles for updating tabs.
Create a new item | Delete an item or association with a related item |
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Run the New wizard at the top of the tab |
Move the cursor over the corresponding item and click |
Alphabetical order of the tabs
QuickAccess
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Activity
Request Description
DescriptionTab
Information on the current object, e.g. title and description, urgency and impact, equipment and service associated with the object.
- Update: In this tab.
Timeline
ActivityTab
List of successive actions performed to process the current object displayed in a timeline. They can be actions linked to a step in the workflow (e.g. incident processing), to a task (e.g. reminder for user), to a problem that enabled the solution of the object, actions modifying the target resolution date, e.g. modification of the SLA.
Click to see the operating principles of the timeline
Representation | Description | |
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History of actions
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Different options allow to adjust the size of the timeline.
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History of actions in Timeline mode
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History of actions in Table mode
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Wizards
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Details
ObjectNumber
Number: Automatically generated number of the current object when it was created.
CreationDate
Creation Date: Creation date of the current object.
- The date is used as the start date and time for calculating SLA maximum time.
- This is displayed in the time zone of the recipient.
Status
Status: Current status of the current object, automatically updated via the steps of the workflow.
Priority
Priority: Level priority automatically calculated based on the urgency and impact of the current object.
TargetImplementationDate
Target Implementation Date: The date on which the service must be made available to the recipient of the current object.
- This is calculated using the start time of the current object and by applying the SLA of the current object.
- The date and time are displayed in the time zone of the recipient.
IsTemplate
Is a Template: Used to indicate if the current object can be used as a template (box is checked) or not (box is not checked). If it is used as a template, certain information in the template will automatically be preloaded when a new ticket is created.
- You can use a template to create a ticket from the quick call by clicking the Copy From Template action button.
See the procedure.
- The preloaded information is specific to the template.
TimeLeftSLA
Time Left (SLA):
HyperlinkDocument
Attachments: Used to attach a list of documents to the current object and access the files.
example Error log or screenshots
- You can also access the documents in the Attachments tab.
Recipient
Recipient: User associated with the current object. It can be different from the requesting person.
- When you create a ticket for a recipient user associated with a VIP level (indicated by
in forms), the urgency level will automatically be decremented by one. This means that the urgency and the priority level increase by one.
RequestingPerson
Requesting Person: User who reported the current object to the IT Department.
Location: Location associated with the recipient.
Service Description: Catalog entry (category) associated with the request, used to run the relevant workflow.
Cost: Cost amount of the service.
Justification
Justification: Reasons given by the user to justify the request, taken into account in the approval workflow.
Amount Charged Back: Amount charged back by the IT Department for providing the requested service. It is made up of a base price plus the price of options. Note: This amount does not include the maintenance fee specified in Monthly Rental Charged Back.
- Base: Price of the standard configuration of the service, including overheads for equipment purchase, licenses and manpower.
- Options: Price of all options.
- Total: Total amount charged back for the entire service. Calculated field: Base + Options.
Monthly Rental Charged Back: Monthly amount charged back by the IT Department for the monthly maintenance of the requested service. It is made up of a base rental amount plus the rental of options.
- Base: Monthly rental amount for the maintenance of the service in its standard configuration.
- Options: Monthly rental amount for the maintenance of all options.
- Total: Total monthly amount charged back for the entire service. Calculated field: Base + Options.
Solution
SolutionTab
Set of information specified at the end of processing for the current object.
- Update: When an action related to the current object is completed. You can also use the Close wizard.
List of fields
Duration
Elapsed Time: Actual time spent by different Support persons working on the current object, calculated using information entered in the intervention summary of actions.
- Unlike elapsed time, this information does not take into account the OLA/UC for each action.
- Duration expressed in HH:MM.
SLA
SLA: SLA applied to the current object.
Application rules of SLAs
SLA_ApplicationRule
- The SLA applicable is always the most restrictive one, i.e. the one with the shortest resolution time, of the two SLAs defined respectively for the catalog category and for the SLA by priority.
- The SLA by priority is automatically readjusted when the levels of urgency and impact are modified when creating the ticket. It also takes into consideration the VIP level of the recipient.
See the examples.
ImmediateSolution
Immediate Solution: Used to indicate if the IT Department has solved the current object right from the quick call (box is checked) or if one or more actions have been carried out by different Support persons (box is not checked) involving a transfer or escalation.
MaxResolution
SLA Target: Date by which the IT Department must have resolved the current object.
- This is calculated using the start time of the current object and by applying the SLA of the current object.
- The date is displayed in the time zone of the recipient.
SolutionDate
Solution Date: Date on which the processing of the current object ended and its meta-status became Completed.
- The date is displayed in the time zone of the recipient.
Late
Late: Number of minutes exceeding the maximum processing date/time of the current object, calculated using information entered in the intervention summary of actions.
- Field calculated for each action: Processing time of the action - OLA/UC target.
- Duration expressed in HH:MM.
TimeToSolve
Time to Solve: Actual processing duration of the current object, taking into account the service hours of the IT Department and public holidays (OLA/UC defined for the workflow).
- Duration expressed in HH:MM.
TotalCosts
Total Costs: Total processing cost of the current object, calculated using information entered in the intervention summary of actions.
- Field calculated for each action: Fixed costs + (Hourly costs * Elapsed Time)
Discussions
DiscussionTab
List of discussions which users can access based on their domain and the visibility of the discussion.
- Enter the keywords you want in the Search field and press Enter.
- To cancel the search criteria and return to the complete list of discussions, provided you have the relevant rights, click within the box and then click
.
Equipment/Software
EquipmentSoftwareTab
List of equipment and software in the current request.
- Update: When the request is created. Subsequently, use the Update Request Detail wizard.
- To modify prices only, click
next to the relevant row.
Attachments
AttachmentTab
List of documents attached to the current object. See uploading and downloading documents.
- You can also attach documents in the Details tab and in the ticket.
Consumables
ConsumableTab
List of consumables in the current object.
- Update:
- Automatically via destocking actions in the Logistics step of the workflow for the current object.
example Request to replace a HP LaserJet 4L printer ==> planned destocking action: delivery of a toner cartridge
- Use this tab to perform destocking actions outside the Logistics step of the workflow.
- Automatically via destocking actions in the Logistics step of the workflow for the current object.
- When a consumable is deleted, the quantity is automatically reintegrated into the storage location stock.
Charged Back Services
ChargedBackServiceTab
List of options that can be charged back for the current request. These options are defined during creation.
- Charge back elements are based on the service request catalog applicable on the creation date of the request.
- Modifications made subsequently will not affect the request.
Consumables (Without Logistics)
ConsumableExceptLogisticTab
List of consumables in the current object, supplied outside the Logistics step of the workflow.
- Update: In this tab. The references proposed are entries in the consumable catalog that are not managed by logistics.
- When a consumable is deleted, the quantity is automatically reintegrated into the storage location stock.
example Request for a workstation + printer ==> unplanned destocking action outside the Logistics step: replacement of a mouse
Orders
OrderTab
List of orders associated with the current request, including both closed and open orders.
- Update: Each time an order related to the current request is placed.
Related Incidents
RelatedIncidentTab
List of incidents related to the current object.
- Update: Use the Link to a Service Request wizard in an incident.
- The current request and linked incidents will each be managed by their own workflow. The status of the current object will not have any impact on linked objects.
Related Problems
RelatedProblemTab
List of problems related to the current object.
- Update: Use the Link to a Problem wizard. In a problem, use the Link to a Service Request wizard or the New Service Request wizard.
- The current request and linked problems will each be managed by their own workflow. The status of the current object will not have any impact on linked objects.
Related Services
RelatedServiceTab
List of service requests linked to the current object.
- Update: Use the Create a Child Request wizard.
- The current request and linked requests will each be managed by their own workflow. The status of the current object will not have any impact on linked objects.
Related Changes
RelatedChangeTab
List of change requests related to the current object.
- Update: Use the Link to a Change Request (Problem) wizard and the New Change Request wizard. In a change request, use the Link to a Service Request wizard.
- The current request and linked change requests will each be managed by their own workflow. The status of the current request will not have any impact on linked objects.
Equipment
List of equipment, other than those in the initial request, associated with the current object.
example Creation of a service request whose contents includes a workstation and 10 Illustrator software programs
==> In this tab, specify the 10 workstations where the software must be installed
- The Services tab in the Equipment form is automatically updated.
- Equipment linked to the new equipment will not be associated with the request.
- When new equipment is added, this does not generate a notification or action in the Request form.
Licenses
LicenseTab
List of licenses in the current object.
- When a new license is added, this does not generate a notification or action in the form of the current object.
Contracts
ContractTab
List of contracts in the current object.
CI
CITab
List of configuration items (CI) associated with the current object.
- The main CI is specified when the ticket is created.
- The Services tab in the CI form is automatically updated.
- When a new CI is added, this does not generate a notification or action in the Request form.
- Impacting and impacted CIs linked to the new CI will not be associated with the request.
History of Changes
HistoryOfChangeTab
List of all modifications made to the form of the current object.
- The fields taken into account are defined using rules in the history of changes.
Questions/Responses
QuestionResponseTab
History of all answers to questions in standard or multi-section questionnaires associated with the current object.
- Update: Via the workflow steps associated with the current object.
Release
ReleaseTab
List of release projects associated with the current object.
- Update: Via the New Release Project wizard in an action of the current object.
Related Projects
RelatedProjectTab
List of projects related to the current object.
- Update: Via the Link to a Project wizard.
Procedures and Wizards
How to create a service request
Via the service request catalog
Step 1: Create the multi-cart request.
1. Select Service Operation > Service Requests > New Request in the menu.
The types of services available in the catalog will appear.
Step 2: Select the relevant services.
1. (optional) Click the name of a service to display lower-level entries.
In the last grouping level, the list of services you can order will appear.
2. (optional) Click to display the details of an entry.
3. Click next to a service to add it to your cart.
4. If applicable, complete the questionnaire, e.g. options selected.
5. Click Add to Shopping Cart.
The cart will be updated.
6. Repeat this procedure for all services you want to add to the same request.
Step 3: Generate the request.
1. Click Create Request.
2. Specify the required information, e.g. quantities, recipient, etc.
3. Click Finish.
The request will be generated and sent to the Back Office.
Via a ticket (Back Office)
See the procedure
Using a quick access command
You can define a quick access command to run the case creation wizard directly in the search field in the top banner.
See the procedure
How to manage templates
TemplateManagement_Procedure
Step 1 (optional): Select the fields that should not be duplicated
1. Select Administration > Parameters > Other Parameters in the menu.
2. Select Other Parameters > {SM} Exclude SD_REQUEST fields when duplicating incidents.
3. Specify the fields you do not want to duplicate when using the template.
- Each field name must be separated using the semicolon (;).
example HOUR_PER_DAY;ESTIMATED_PERCENT_COMPLETE;BUDGET_PLANNED
Step 2: Create a template
1. Open the form of the object to be used as a template.
2. Select the Is a Template box.
3. Save the form.
Delete a template
- Open the form of the object defined as a template.
- Unselect the Is a Template box.
Step 3: Use the template when creating a quick call
1. Click Copy From Template in the quick call.
2. Select the relevant template.
The quick call will be preloaded with data from the template fields.
Wizards
Link to a Project
Link to a Change Request (Service)
Link to Parent Incident
Link to a Continuity Plan
Link to a Problem
Link to a Change Request
Cancel / Close
Change Target Resolution Date
Change SLA
Create a Child Request
Create Unavailability
Send Email to Requestor
Impact Analysis
End of Unavailability
Execute Script
Update Request Detail
Notification for Action
Notification for Information
New Task
Notify Support Person
Reminder for Support Person
Reopen
Availability Simulation