Definition

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:

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).

• The requestor and the recipient may be the same person.

• 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. Note: 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.

  • You can use the Change SLA wizard to override the SLA. If this is the case, the new SLA will be applicable.

  • An SLA by priority can be defined for service requests provided the Other Parameters {SM} Use SLAs by Priority for Services option is enabled.

• 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.

• To authorize the search function in the problem knowledge base and known error knowledge base for the ticket, the option in Other Parameters {SM} Back Office quick call: Enable full text search must be enabled.

• Difference between a service request for assets and a service request for services:

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.
• 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
• 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

Menu access

Service Operation > Service Requests > Requests

Description of tabs

TabUpdateRules_After2016Versions

Alphabetical order of the tabs

QuickAccess

Activity

Request Description

DescriptionTab

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.
         

Representation		Description
		History of actions The history is displayed in reverse chronological order. To Do section: Actions to be performed. Actions are displayed like standard forms. You can customize these ones and conditional form presentations can be used. 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 and . Note: You can change the information of a completed action. 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.
		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. : Used to expand the timeline and display each action fully. : Used to reduce the timeline.
		History of actions in Timeline mode : Used to return to the history in Table mode. : 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 icon to quick view of the contents in the Comment / Description / Solution field. The icon is displayed only if the field contains content.
		History of actions in Table mode : Used to return to the history in Timeline mode. : Used to display the table of the history over the full width of the page. Click to return to standard display. : Used to display the table of the history over the full height of the tab. Click to return to standard display. : 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 icon to quick view of the contents in the Comment / Description / Solution field. The icon is displayed only if the field contains content.
		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 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

CreationDate

Status

Priority

TargetImplementationDate

IsTemplate

TimeLeftSLA

HyperlinkDocument

Recipient

RequestingPerson

Location: Location associated with the recipient.

Service Description: Catalog entry associated with the request, used to run the relevant workflow.

Cost: Cost amount of the service.

Justification

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

Discussions

DiscussionTab

Equipment/Software

EquipmentSoftwareTab

Attachments

AttachmentTab

• You can also attach documents in the Details tab and in the ticket.

Consumables

ConsumableTab

Charged Back Services

ChargedBackServiceTab

Consumables (Without Logistics)

ConsumableExceptLogisticTab

Orders

OrderTab

Related Incidents

RelatedIncidentTab

• 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

• 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

• 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

• 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.

• 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

Contracts

ContractTab

CI

CITab

• 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

Questions/Responses

QuestionResponseTab

Release

ReleaseTab

Related Projects

RelatedProjectTab

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)

CreateTicket_StepSelectUser_Procedure