Service Requests


A service request is a request submitted by a user to the IT Department which will then provide assets or perform services. Generally, requests are made via a portal that displays a list of the services available in the catalog. 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 and the procedure.

Each request:

  • Is associated with a catalog entry, through its category, and can provide a list of options defined for this category.
  • May contain a questionnaire.
  • Is submitted by a requestor on behalf of a recipient, both of whom can be the same person and is usually approved by a manager before it is integrated.
  • Is managed in a workflow that generates actions (manual actions performed by Support persons or automatic actions):
    • The workflow starts after the possible questionnaire (standard / multi-sections) defined on the initial step is answered.
    • 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
  • 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.

   Open url.png  See the life cycle of a service request.

Examples

  • Request for:
    • Equipment: A new standard office workstation
    • 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:

  • How much disk space is required? 1 GB, 10 GB, 100 GB
  • What kind of monitor? 17", 19", 21"
  • QWERTY or AZERTY keyboard?
  • USB mouse?

2. Add a second service: Request for client access to the accounting software

Notes

  • The SLA applied to a service request is the one associated with its category.
  • An SLA by priority can be defined, provided the Other Parameters {SM} Use SLAs by Priority for Services option is enabled.
    In this case, any request with a priority level defined in the reference table will inherit the SLA associated with this level, which will then replace the SLA of the category. Open url.png  See the examples.
  • You can use different methods to create a new request in the Back Office:
    • To create a simple request, use the quick call.  Open url.png  See the procedure. You can also use the New Request/New Incident wizard in the Equipment form.
    • For a multi-cart request, select Operation > Service Requests > New Request or Home > New Service Request. You can also use the quick creation button Creation buttons - New service request.png Service.
  • Linked 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, for example, if it is a duplicate. To do so, use 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 quick call)

Processing, operation

(request may be solved during the quick call)

Screen description

Service request.png

Menu access: Operation > Service Requests > Requests

RequestNumber

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

  • To format the number, select Administration > Parameters > Auto-Inc Fields.
Status

Status: Current status of the current object, automatically updated via the steps of the workflow.

  • To display the workflow associated with the object, click ? next to the Status field. Next, click World icon.png Display Related Information. The current step will be highlighted in red.
Priority

Priority: Automatically calculated level based on the urgency and impact of the current object, used to prioritize the processing of objects with the same target resolution date.

Target Implementation Date: The date on which the service must be made available to the recipient of the request. It is calculated using the start time and the SLA by priority, or failing that, the SLA associated with the category. Open url.png  See the notes.

  • The date and time are displayed in the time zone of the recipient.
HyperlinkDocument

Attachments link (followed by the number of documents): Used to attach a list of documents to the current object and access the files, e.g. error file, screenshots. 

  • Access: Also via the Attachments tab.
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 object is created.

  • You can use a template in a quick call by selecting the Use an Incident Template wizard or click the [ COPY FROM TEMPLATe ] button. Open url.png  See the procedure.
  • The preloaded information is specific to the template. New objects will also inherit the other information from the catalog.
  • To define the list of fields that should not be duplicated,  select Administration > Other Parameters > {SM} List of Table Columns "SDREQUEST" to exclude from the Duplicate Wizard Incident.
Recipient

Recipient: Name of the person concerned by the current object. It can be different from the requestor

  • A VIP user is indicated by one or more Red star.png depending on the user's VIP level. This means that the object must be given top priority in processing.
RequestingPerson

Requesting Person: User who reported the current object to the IT Support team.

  • A VIP user is indicated by one or more Red star.png depending on the user's VIP level. This means that the object must be given top priority in processing.

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

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 the Monthly Rental Charged Back field.

  • 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.
ActionsHistory

History of Actions table: Information on successive actions performed to process the current object. 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 History table.png

  • (1) To display the complete form of an action, click Edit form icon.png to open the form or click Display popup icon.png to open a popup window.
  • (2) To display the details of an action, e.g. Send Email, Assignment, Analysis & Resolution, click [+] in the Action cell.
  • (3) To display the exact date on which the action was performed, roll your mouse over the Work Order cell.
  • The target intervention date is displayed in the time zone of the logged-in user.
  • To view the total intervention time and the delay for a completed object, open the form and select the Solution tab which shows a summary of all successive actions.

    Color key for action rows:

Color Action type Description

Action History table - Finish color.png

Completed

  • Action whose actual start and end dates are specified.

Action History table - In progress color.png

In Progress

  • Action whose actual start date is specified but whose actual end date is not specified.

Action History table - To do  color.png

To Do

  • Action whose actual start and end dates are not specified.
  • Accessible via QuickDashboard - My actions counter.png in the Quick Dashboard.

    Contents of the table: It can be customized using the options below.
         Action History table - Options.png

  • (1) Filter: Used to select the action types to be displayed. Note: The display mode is specific to each user, regardless of the workstation used, and it is retained after logout.
    • Detailed View: No filter is applied to action types and all actions are displayed.
    • Compact View: Only actions associated with an action type authorizing its display are visible. Generally, these are action types like Send Email.
  • (2) Details: Note: The display is not retained after logout. The default choice is Hide All.
    • [+] Display All: Used to display all details for all actions, e.g. Send Email, Assignment, Analysis & Resolution.
    • [-] Hide All: Used to display only the row describing the actions, e.g. date, Support person, action type, duration.

List of tabs

       Service request tabs.png

EquipmentSoftware

Equipment/Software: 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 row you want.
Consumables

Consumables: List of consumables in the current object.

  • Update:
    • Automatically via destocking actions in the logistics step of the workflow for the current object.
    • Use Add icon.png in this tab to perform destocking actions outside the logistics step of the workflow.
  • To delete a row: Delete icon.png. The quantity is automatically reintegrated into the storage location stock.

Example documentation icon EN.png  Request for a workstation + printer ==>  planned destocking action: delivery of a toner cartridge

ChargedBackServices

Charged Back Services: List of options that can be charged back for the current request.

  • Update: When the request is created.
  • Charge back elements are based on the service request catalog when the request was created. Subsequent modifications will not affect the request.
ConsumablesExceptLogistic

Consumables (Without Logistics): List of consumables in the current object, supplied outside the logistics step of the workflow.

  • Update: Click Add icon.png in this tab. The references proposed are entries in the consumable catalog that are not managed by logistics.
  • To delete a row: Delete icon.png. The quantity is automatically reintegrated into the storage location stock.

Example documentation icon EN.png  Request for a workstation + printer ==>  unplanned destocking action outside the logistics step: replacement of a mouse

Orders

Orders: List of orders associated with the current request.

  • Update: Each time an order linked to the current request is placed.
  • The list displays both closed orders and open orders.
Discussions

Discussions: List of discussions which users can access based on their domain and discussion visibility.

  • 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.

Attachments: List of documents associated with the current request.

  • Update: Use the Attachments link in the quick call.
     

Related Incidents: List of incidents linked to the current request.

  • 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: List of problems linked to the current request.

Related Services: List of service requests linked to the current request.

  • 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: List of change requests linked to the current request.

Equipment: List of equipment concerned by the current request, other than those included in the request.

Example documentation icon EN.png  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

  • Update: Click Add icon.png in this tab.
  • To cancel an existing link: Delete icon.png
  • The Services tab in the Equipment form is automatically updated.
  • When new equipment is added, this does not generate a notification or action in the Request form.
  • Equipment linked to the new equipment will not be associated with the request.

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

Licenses: List of licenses in the current object.

  • Update: Click Add icon.png in this tab.
  • To cancel an existing link: Delete icon.png
  • When a new license is added, this does not generate a notification or action in the form of the current object.
Contracts

Contracts: List of contracts in the current object.

  • Update: Click Add icon.png in this tab.
  • To cancel an existing link: Delete icon.png


CI: List of configuration items (CI) in the current request, other than the main CI specified in the quick call.

  • Update: Click Add icon.png in this tab.
  • To cancel an existing link: Delete icon.png
  • 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.
  • The Services tab in the CI form is automatically updated.
HistoryOfChanges

History of Changes: List of all modifications made to the form of the current object. 

QuestionsResponses

Questions/Responses: History of all answers to questions in questionnaires associated with the current object.

  • Update: Use the steps of the workflow associated with the current object.
Release

Release: List of release projects associated with the current object.

RelatedProjects

Related Projects: List of projects linked to the current object.

Solution

Solution: Set of information specified at the end of the 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:

  • Solution: Contents of the Comment fields specified in the final or closing actions for the current object.
  • Elapsed Time: Actual time spent by different Support persons working on the current object, calculated using information entered in the intervention summary of actions. Note: Unlike the time to solve, this information does not take into account the OLA/UC for each action.
  • Immediate Solution: Used to indicate if the current object was solved during the quick call (box is checked) or if it led to one or more actions (box is not checked), involving a transfer or escalation.
  • Solution Date: Date on which the processing of the current object ended and its meta-status became Completed.
  • Late: Number of minutes exceeding the maximum processing date 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
  • Time to Solve: Actual processing duration of the current object, taking into account the working hours of the Technical Support team and public holidays (OLA/UC defined for the workflow).
  • 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)
  • SLA: Name of the SLA applied to the current request which is the SLA by priority, or failing that, the SLA associated with the category. Open url.png  See the notes.
  • SLA Target: The target implementation date for the current request, calculated using the start time and the SLA.
    • The date and time are displayed in the time zone of the recipient.
    • Roll your mouse over the field to see a description of the SLA.

Procedure and Wizards

How to create a service request and monitor its progress

In the Self Service portal (Front Office)

1. Select New Service Request in the menu. The portal displaying the list of services available in the catalog will appear.
         New service request Front Office.png

2. Select the list of services you want to request:

  • Click Caddy icon.png next to the service you want (1)
  • Complete the associated questionnaire if required and then click [ ADD TO SHOPPING CART ]
  • Your cart (2) will automatically be updated.
  • Repeat this procedure for all services you want to add to the same request.

   Note:

  • The services displayed depend on the tree structure of the catalog. Click a service description (3) to display the sublevels.
  • Only services that can be ordered in the catalog can be added using Caddy icon.png.
  • To display the details of a service, click Display popup icon.png next to it (4).

3. Click [ CREATE REQUEST ] and specify the required information, such as quantities or recipient. Validate. A new form will automatically be generated and sent to the Back Office. Click the link to open the form.

4. You can monitor the progress of the request at any time: 

  • Click QuickDashboard FO - My incidents counter.png in the Quick Dashboard  or select My Service Requests in the menu.
  • You can open the Request form using Display popup icon.png.

Via a quick call (Back Office)

Note: If you want to create a multi-cart request, select Operation > Service Requests > New Request.  Open url.png  See the procedure.

RequestCreateQuickCall_Procedure

1. To preload data from the requestor/recipient to the quick call, you should first find the requestor/recipient:

  • You can use the Quick Call field.png field found to the right of the menu bar.
             Quick call - menu area.png
    • Enter the first letters to search for the user's name, login, employee number, email address or phone.
    • Press <ENTER>.
    • If several users correspond to the search criteria, the list will appear. Click Display popup icon.png next to the user you want.
    • If there are current incidents/requests for the selected user, the list will appear. Click [ LOG A NEW CALL ].
  • You can also run a simple global search.
    • Enter the first letters for the search criteria.
    • Press <ENTER>. The list of users corresponding to the search criteria will appear.
               Quick call - employees list.png
    • Click Phone icon.png next to the user you want.

2. Enter the information for the quick call

  • Once it is opened, the progress bar and a counter will indicate the elapsed time.
  • If you selected a user, the form will be preloaded with the user's data.
  • To initialize the request using a template, click [ COPY FROM TEMPLATE ].

Best Practice icon.png  Use the help resources -  Open url.png See Default lists filter:

  • Search link to consult the problem knowledge base.
  • Known Errors link to consult the known error base.
  • List of contextual news articles related to the category of the incident.
  • List of the the most relevant articles from the problem knowledge base and known error base once the Description field is completed.

3. Decide what you want to do with the quick call:

  • If the request is solved, click [ RESOLVE ].
    • Enter the intervention summary. The time spent with the user is immediately counted. 
    • The quick call is saved. 
    • The workflow will proceed to the next step and the request will have the associated status.
  • Click [ TRANSFER ] to transfer the form to another group or Support person.
    • Requalify the request if required by selecting the most appropriate category.
    • The target resolution date is automatically calculated by applying the SLA by priority if it is defined for the priority level of the request, or failing that, the SLA associated with the category of the request.
    • Click [ FINISH ]. The new form is created. The Quick Dashboard counters will be updated for the relevant Support persons.

Best Practice icon.png  Select a group instead of a specific Support person. This way, even if the Support person is absent, the action can still be performed by another group member.

  • If you want to interrupt the quick call without processing the incident and save the form so that you can resume it at a later time, click [ SAVE AS DRAFT ].Open url.png See the description of drafts.
    • The workflow will not be started.
    • The meta-status of the request will be Processing in Progress.
    • To retrieve the form subsequently, select Operation > Incidents > Drafts.
  • Click [ CANCEL ] to interrupt the quick call without saving the request.

5. Once you have saved the quick call, the request number will automatically be displayed. 

  • Click the link to open the form.
  • To process actions for the new request: Open url.png  See the procedure.

Via a new request (Back Office)

Note: Used to create a simple request or a multi-cart request. You can also create a simple request in a quick call.   Open url.png  See the procedure.

1. Display the list of services available in the catalog:

  • Select Operation > Service Requests > New Request or Home > New Service Request
  • You can also use the quick creation button Creation buttons - New service request.png Service.

2. See the procedure for creating a request in the Front Office Self Service portal > steps 2 and 3.

IncidentRequestTemplate_Procedure

How to manage templates

1. Select the object you want to use as a template.

  • Open the form you want. Note: Only objects whose meta-status is Processing in Progress can be selected. 
  • Select the Is a Template box. 

2. Use this template in the quick call.

  • Click [ COPY FROM TEMPLATE ] or run the Use an Incident Template wizard. Note: By default, the button is not present in the quick call.  Open url.png  See the procedure to find out how to add it.
  • Select the template you want using the radio button and click [ APPLY ] to load the template fields to the quick call.

Note:

  • You can also run a search on the description of objects using the Search field.
  • Click Open eye icon.png to view the entire text of each description.
             Incident Request templates.png

Wizards

Link to a Project
Link to a Change Request (Service)
Link to a Continuity Plan
Cancel / Close  (only if the request is not closed)
Change Target Resolution Date
Change SLA
Create a Child Request
Create Unavailability   (only if the request concerns a CI)
Send Email to Requestor
Impact Analysis  (only if the request concerns a CI)
End of Unavailability  (only if the request concerns a CI)
Execute Script
Update Request Detail (only if financial approval has not been given, or failing that, if the reception phase has not been totally completed)
Notification for Action  (only if the request concerns a CI)
Notification for Information  (only if the request concerns a CI)
New Task
Notify Support Person
Reminder for Support Person
Reopen   (only if the request is closed)
Availability Simulation

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Last modified by Unknown User on 2017/11/16 10:19
Created by Administrator XWiki on 2016/09/29 15:51

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