Service Requests


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 associated with a catalog entry, through its category, and can provide a list of options defined for this category.
  • Is submitted by a requestor on behalf of a recipient, both of whom can be the same person.
    • In the Back Office, technicians can also create it in a ticket.
    • In the Front Office, users make their requests 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.
  • Is usually approved by a manager before it is integrated.
  • Is managed by the workflow of the category and generates actions (manual actions or automatic actions). Open url.png See Action types.
    • The workflow starts once the questionnaire defined in the initial step, if any, is completed. This can be a standard or multi-section questionnaire.
    • 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
  • 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

  • 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.
  • The SLA applied to a service request is the one associated with its category.
  • When an SLA by priority is defined, any request with a priority level defined in this 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. (Note: The option in Other Parameters {SM} Authorize SLAs by priority for service requests must be enabled.
  • 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:
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)

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

Open url.png See the general principles for updating tabs.

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

QuickAccess

Activity

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 History timeline.png

  • History of actions displayed in reverse chronological order:
    • To Do section at the top of the timeline  : Actions to be performed.
    • Done section below: Actions performed and completed, no further action possible.
  • To display the details of an action, click the icon next to it (1).
  • To display the type of action, move the cursor over the icon (2).
  • To display the action fully, click ? at the bottom of the action (3).
             Action History - Detail.png
  • Wizards:
             Activity wizards.png
    • (1) Wizards that can be run outside the workflow are found at the top of the tab.
               Example documentation icon EN.png  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 documentation icon EN.png  Process this Action, Notify Support Person, Create Related Action

Details

ObjectNumber

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

  • To format the number, select Administration > Parameters > Auto-Inc Fields in the menu.
CreationDate

Creation Date: Date on which the current object was created.

  • This is used as the start date and time for calculating SLA maximum time.
  • The date 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.

  • 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: Level used to prioritize the processing of objects with identical SLA target dates/times.

  • Priority is automatically calculated based on the urgency and impact of the current object.

Target Implementation Date: The date on which the service must be made available to the recipient of the request.

  • This is calculated using the start time of the request and by applying the SLA by priority, or failing that, the SLA associated with the category.
  • The date and time are displayed in the time zone of the recipient.

    Open url.png  See Notes on the SLA

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 ticket by selecting the Use an Incident Template wizard. You can also click the Copy From Template action 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.
  • 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.
TimeLeftSLA

Time Left (SLA):

HyperlinkDocument

Attachments: Used to attach a list of documents to the current object and access the files.

        Example documentation icon EN.png  Error log or screenshots

  • You can also access them in the Attachments tab.
Recipient

Recipient: User associated with the current object. It can be different from the requesting person. 

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

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

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

Solution: Contents of the Comment field specified in the final or closing action 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.

  • Unlike elapsed time, this information does not take into account the OLA/UC for each action.
  • Duration expressed in HH:MM.

SLA: SLA applied to the current object which is the SLA by priority, or failing that, the SLA with the shortest resolution time.

Immediate Solution: Used to indicate if the current object was solved during the creation of the ticket (box is checked) or if it led to one or more actions (box is not checked) involving a transfer or escalation.

MaxResolution

SLA Target: Date by which the current object should be resolved.

  • This is calculated using the start time of the current object and by applying the SLA by priority, or failing that, the SLA with the shortest resolution time.
  • The date is displayed in the time zone of the recipient.

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: 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.

Elapsed Time: Actual processing duration of the current object, taking into account the service hours of the Technical Support team and public holidays (OLA/UC defined for the workflow).

  • Duration expressed in HH:MM.

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.

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.

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 documentation icon EN.png 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 documentation icon EN.png  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 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

  • 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

How to create a service request in the 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)

CreateTicket_StepSelectUser_Procedure

Step 1: Select the recipient.

1. Click in the search field in the top banner.

2. Enter the first characters for one of the following search criteria: name, login, employee number, email address or phone number.
         Searching bar.png

3. Press <ENTER> to run the search.

4. If two or more users correspond to the search criteria, move the cursor over the one you want.
         Search user.png

5. Click + Ticket.

6. Specify the title of the new ticket and click Create.
         Search user - Creation.png

The ticket will be preloaded with data on the selected user.


Step 2: Specify the ticket.
CreateTicket_StepEntryRequest_Procedure

1. (optional) Click Copy From Template to initialize the request using a template.

2. Select the category of the request.

3. (optional) You can use the help resources available.

  • Known errors: By default, the list is filtered using the category and CI/equipment.
  • Problem knowledge base: By default, the list is filtered using the location, department, category and CI/equipment.
  • Problem knowledge base and known error knowledge base: The most relevant articles based on the contents of the Description field.

CreateTicket_StepFollowUp_Procedure

Step 3: Decide what you want to do with the ticket.

1. Follow one of the procedures below.

Close the ticket

  • Click the Resolve action button.
  • Complete the intervention report.
  • Click Finish.
    • The time spent with the user is automatically taken into account.
    • The workflow will proceed to the next step.
    • The ticket will be saved with the status of this step.

Transfer the ticket to another group or Support person

  • Click the Assign action button.
  • Specify the group or Support person to whom you want to assign the ticket.
    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.
  • Click Finish.
    • The ticket will be saved.
    • The counters in the notification bar will automatically be updated for the relevant Support persons.

Save as a draft

  • Click the Save as Draft action button.
    • The ticket will be saved and associated with the Processing in Progress meta-status.
    • You can reopen it at any time by selecting Service Operation > Incidents or Service Requests > Drafts.

Cancel the ticket

Step 4: Perform actions for the new object.

1. Open the form using the link with the number of the created object.

2. Perform actions. Open url.png See the procedure.

Using a quick access command

Step 1: Run the command.

1. Select the quick access command for creating a new service request in the search field in the top banner.
         Request - Command new.png

2. Type the first characters for the relevant user and select the user from the list.
         Request - Command new - User.png
The wizard associated with the quick access command will be run.
         Request - Command new - Wizard.png

Step 2: Specify the service request.

1. Enter the information for the request.

Step 3: Decide what you want to do with the service request.

1. Follow one of the procedures below.

Close the request

  • Click the Resolve action button.
  • Complete the intervention report.
  • Click Finish.
    • The time spent with the user is automatically taken into account.
    • The workflow will proceed to the next step.
    • The request will be saved with the status of this step.

Transfer the request to another group or Support person

  • Click the Assign action button.
  • Specify the group or Support person to whom you want to transfer the request.
    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.
  • Click Finish.
    • The request will be saved.
    • The counters in the notification bar will automatically be updated for the relevant Support persons.

Cancel the request

Step 4: Process actions for the new service request.

1. Open the form of the request.

2. Process the actions. Open url.png See the procedure.

TemplateManagement_Procedure

How to manage templates

Step 1: Create a template.

1. Open the form of the object to be used as a template. Note: 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 2: Use the template when creating a ticket.

1. Open a ticket.

2. Display the available templates.

  • You can click Copy From Template.

The list of templates will appear.
         Incident Request templates.png

3. Select the template you want.

  • Use the search field to run a search in the description of objects.
  • Click Open eye icon.png to view the entire text of each description.

4. Click Apply.
The ticket will be preloaded with data from the template fields.

Wizards

Link to a Project
Link to a Change Request (Service)
Link to a Continuity Plan
Cancel / Close (only for non-closed requests)
Assign  (on the Activity tab)
Change Target Resolution Date
Change SLA
Create Related Action  (on the Activity tab)
Create a Child Request
Create Unavailability (only for requests involving a CI)
Send Email to Requestor
Log Activity  (on the Activity tab)
Impact Analysis (only for requests involving a CI)
End of Unavailability (only for requests involving a CI)
Execute Script
Change Support  (on the Activity tab)
Update Request Detail (provided financial approval has not been given, or failing that, provided the reception phase has not been totally completed)
Notification for Action (only for requests involving a CI)
Notification for Information (only for requests involving a CI)
New Task
Notify Support Person  (on the Activity tab)
Reminder for Support Person
Reopen (only for closed requests)
Availability Simulation
Process This Action  (on the Activity tab)
Transfer  (on the Activity tab)
Validate  (on the Activity tab)

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Last modified by Unknown User on 2019/06/03 11:58
Created by Administrator XWiki on 2016/09/29 15:51
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