Service Requests

Last modified on 2023/12/06 17:28
Contents
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. Open url.png 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. Open url.png  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. Open url.png 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

  • 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
Contents Equipment, software, consumables Service, training
Workflow Steps Logistics, installation (request transferred in the ticket) Processing, operation (request may be solved in the ticket)

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.
        Open url.png 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

Service Operation > Service Requests > Requests

Description of tabs

        Service request.png

TabUpdateRules_After2016Versions

Create a new item Delete an item or association with a related item

Run the New wizard at the top of the tab

Fundamentals - Form - New wizard.png

Move the cursor over the corresponding item and click Trash icon.png

Fundamentals - Form - Delete wizard.png

Alphabetical order of the tabs

QuickAccess

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.
         Action tab - Timeline.png

Representation Description
Timeline - Detail.png History of actions
  • The history is displayed in reverse chronological order.
  • To Do section: Actions to be performed.
  • Done section: Actions performed and completed.
    • A counter indicates you the number of actions.
    • Click the title of the section to display or hide the actions.
    • You can display the history in a timeline or in a table. Switch to the two modes using the Display as table icon.png and Display as timeline icon.png.
    • Note: You can change the information of a completed action. Open url.png See the procedure.
  • (1) Click the icon next to the action or click the label of the action to display its details in the sidebar pane.
  • (2) Move the cursor over the icon to display the type of action.
Timeline - Tools.png Different options allow to adjust the size of the timeline.
  • The Compact mode is used to not display actions associated with an action type whose Hidden in the Action History flag is checked. Otherwise all the actions will be displayed.
    • When you select this mode, the history counter indicates you the number of hidden actions.

      example 3 / 5 ==> It indicates than two actions are hidden.

    • When you do not select this mode, all the actions will be displayed. The history counter indicates you the total number of actions.
  • Plus icon.png: Used to expand the timeline and display each action fully.
  • Minus icon.png: Used to reduce the timeline.
Timeline - Action history as timeline.png History of actions in Timeline mode
  • Display as table icon.png: Used to return to the history in Table mode.
  • Edit icon.png: Used to open the form editor to select the fields displayed in the history.
  • (1) Click the icon next to the action or click the label of the action to display its details in the sidebar pane.
  • (2) Move the cursor over the icon to display the type of action.
  • (3) Move the cursor over the Action timeline - View description on hover icon.png icon to quick view of the contents in the Comment / Description / Solution field.
    • The icon is displayed only if the field contains content.
Timeline - Action history as table.png History of actions in Table mode
  • Display as timeline icon.png: Used to return to the history in Timeline mode.
  • Display as large table icon.png: Used to display the table of the history over the full width of the page. Click Display as large table icon.png to return to standard display.

    Display as large table.png

  • Display as high table icon.png: Used to display the table of the history over the full height of the tab. Click Display as large table icon.png to return to standard display.

    Display as high table.png

  • Edit icon.png: Used to open the form editor to select the fields displayed in the history.
  • (1) Click an action to display its details in the sidebar pane.
  • (2) Move the cursor over the Action timeline - View description on hover icon.png icon to quick view of the contents in the Comment / Description / Solution field.
    • The icon is displayed only if the field contains content.
Activity wizards.png Wizards
  • (1) Wizards that can be run outside the workflow are found at the top of the tab.

    example Create Task, Hold/Reopen

  • (2) Wizards specific to an action are found in the Wizards list icon.png list. The three most recently used wizards will appear as buttons, enabling you to access them quickly.

    example Process this Action, Notify Support Person, Create Related Action

Details

ObjectNumber

Number: Automatically generated number of the current object when it was created.

Best Practice icon.png  You can format the number via the Administration > Parameters > Auto-Inc Fields menu.

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.

Best Practice icon.png  You can display the workflow associated with the current object by clicking ▼ next to the Status field. Next, click World icon.png Display Related Information. The current step will be highlighted in red.

Priority

Priority: Level priority automatically calculated based on the urgency and impact of the current object.

Best Practice icon.png  You can use the priority to prioritize the processing of tickets with identical SLA target dates/times.

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. Open url.png See the procedure.
  • The preloaded information is specific to the template.

Best Practice icon.png  You can define the list of fields that should not be duplicated using the Other Parameters {SM} Exclude SD_REQUEST fields when duplicating incidents option.

     Open url.png  See How to manage templates

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 Red star.png 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.
        Open url.png 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 Discussion - Delete icon.png.

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 Edit icon.png next to the relevant row.

Attachments

AttachmentTab

List of documents attached to the current object. Open url.png 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.
  • 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.

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.

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.

Best Practice icon.png  To modify the contents of the request (i.e. modify the rows of the request for equipment), use the Update Request Detail wizard.

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. 

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.

Related Projects

RelatedProjectTab

List of projects related to the current object.

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.
         Service request - Creation - Catalog entries.png

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.
         Service request - Creation - Entry detail.png

2. (optional) Click Display popup icon.png to display the details of an entry.

3. Click Caddy icon.png 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)

     Open url.png  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.

     Open url.png See the procedure

       Ticket via Quick access command.png

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

   Date and System fields are never duplicated.

example Incident number; request number

Step 2: Create a template

1. Open the form of the object to be used as a template.

    Only objects whose meta-status is Processing in Progress can be selected.

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

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