Analysis Tab - Request

Analysis

Within the Service Request Analysis tab other requests can be created, similar Service Requests can be viewed and the current Service Request can be related to other requests. It also allows the User to convert a Service Request to an Incident.

To assign a Solution to a Service Request, the User can apply Proposed Solutions presented by the application or use the Search Solution facility. If a Solution Article does not exist, a Service Request solution can be created within this screen. Once a Solution is applied to the Service Request, the application automatically closes the Request.

The options with the Service Request Analysis tab include:

Analysis Tab Drop-down Options
Proposed Solution	Displays a list of all solutions with a search based on Request Description, Item Type and Classification. To assign a Solution, select the Solution ID number to display the solution in full. Click Resolve if the Solution is relevant. This will close the Request and update the Customer.
Search Solution	Allows User to enter full text or ID number to search for possible Solution Articles. To assign a Solution, select the Solution ID number to display the Solution in full. Click Resolve if the Solution is relevant. This will close the Request and update the Customer.
New Solution	Displays Knowledge Base editor to allow the User to enter a new Solution. Solution Articles are used as Proposed Solutions for future Requests. See: Solution Article.
New Incident	Creates a new Incident and automatically links the Request to the Incident. The Request status will move to ‘On Hold - Process Escalated’.
Convert to Incident	Allows the User to make the current Request an Incident and maintain the current identification number for Customer correspondence purpose, while recording the action in the Audit Trail.
Link Incident	Allows the User to enter full text or ID number to search on Incidents. Select a No. link to immediately link the current Request to Incidents.
Similar Service Requests	Displays similar Requests based on Item Category, Classification and Description.
New Problem	Creates a new Problem and automatically links the Request to the Problem.
Link Problem	Allows the User to enter full text or ID number to search on Problems. Select a Problem ID number to immediately link the current Request to other Problems. The Request status will move to ‘On Hold - Process Escalated’.
New Change Request	Creates a new RFC and automatically links the Request to the RFC. The Request status will move to ‘On Hold - Process Escalated’.
Link Change Request	Allows the User to enter full text or ID number to search on Change Requests. Select a Change Request ID number to immediately link the current Request with other Change Requests.
Alerts	Allows the User to create an Alert directly related to the Request. Displays any reminder alerts that have been created in the Summary tab of the Request. Select the Alerts option to view Alerts list, and click on an Alert Publish Date to view Alert Content.

Searching for a Solution

To Search for a Solution:

Click on the number of the required Request
The Request Information screen appears.
Select the Analysis tab

Click Edit
The drop-down list will become active.

Select from the available options, as follows:

Analysis Tab Drop-down Options
Proposed Solution	Displays a list of all solutions with a search based on Request Description, Item Type and Classification. To assign a Solution, select the Solution ID number to display the solution in full. Click Resolve if the Solution is relevant. This will close the Request and update the Customer.
Search Solution	Allows User to enter full text or ID number to search for possible Solution Articles. To assign a Solution, select the Solution ID number to display the Solution in full. Click Resolve if the Solution is relevant. This will close the Request and update the Customer.
New Solution	Displays Knowledge Base editor to allow the User to enter a new Solution. Solution Articles are used as Proposed Solutions for future Requests. See: [Comment: External link: Workspace/Manual/LiveTime Service Manager Guide/Workspace/Manual/LiveTime Service Manager Guide/solution_articles.htm]Solution Article.
Alerts	Shows details of the Alerts that have been created within the Incident.

Click Save.

Proactive Analysis during Request Creation

During Request creation after the Request Description is completed, the system automatically searches the Knowledge Base for possible Solutions that may be related to the Request. This search is based on the Item Type, Classification and text matching of existing Articles with the Request Description content. Proposed Solutions are visible when the Proposed Solutions filter is selected within the Analysis tab.

To assign a proposed Solution to a Request:

Select the Article ID number
The system will display the Solution details screen.
Select the Apply button.
The Service Request is automatically closed when a Proposed Solution is applied.

Converting a Service Request to an Incident

Service Requests are logged against Service Items and can be converted to Incidents within the Analysis tab. This action results in the Incident maintaining the same request identification number and audit trail that records the conversion.

To convert a Service Request to an Incident:

Select Edit within the Analysis tab
Select the Convert to Incident option.
The Service Request ID # is associated with a new Incident and the Incident is assigned the Entry State of a relevant Incident Workflow. The audit trail of the Incident records the conversion time and date. The customer is not notified about the Process amendment.

Linking Service Requests

Within the Analysis tab, Service Requests can be linked to other Service Requests, Incidents, Problems and RFCs.

To link a Service Request to a Group:

Select Edit within the Analysis tab
Search for a Request Group using the full text or ID option
Select the relevant search result ID number.
This automatically adds the current Request with the existing group.

Creating an Incident, Problem or Change Request within a Service Request

A Service Request can prompt the creation of an Incident, Problem or RFC and this can be achieved within the Analysis tab. This will move the Service Request status to On Hold - Process Escalated, and link it to the new Incident, Problem or Change Request group.

To escalate a Service Request to another Process:

Select Edit within the Analysis tab
Select the New Incident, New Problem or New Change Request option.
The Service Request is automatically escalated and its status changed to On Hold - Process Escalated.

When the related Incident, Problem or Change is moved to an Exit State, the Service Request is automatically moved to the default Exit State, if not already closed.

Creating an Alert

Within the Analysis tab, an Alert that is associated with the Request can be created by:

Select Edit within the Analysis tab
Select the Alerts option in the drop-down list
The New button is made accessible.
Click New

Refine the content for each required field:

Alert Details	Description
Created	The current date and time.
Publish	The date the Alert is published. Use the calendar icon to the right of the field, to select a Publish date. Set to a date in the future, or use the default to publish the Alert immediately.
Dismiss	The date the Alert ceases to be available. Use the calendar icon to the right of the field, to select a Publish date. On this date, the Alert will disappear from a User's Alert list.
Severity	The type of Alert to be published. The choices are: Information – for general Alerts Warning – to warn Users of potential issues Urgent – to publish an urgent actionable message. The icon appearing with the message will depend on the type of Alert.
User	The type of Users to receive the Alert, which include: Specific Customer or User User Role Personal Alert Organizational Units Public. In the Find User or Customer list, click search to select the recipient from the drop-down list. An Alert sent to a User Role will go to all Users with that Role. A personal Alert appears on the User's own screen at the Publish date. A Public Alert appears when the Public Alert link is selected on the Login Page.
Title	Enter the title of the Alert.
Message	Enter the main content of the Alert.

Click Save.

Article Button

When a Solution has been applied or proposed for a request with the Create Knowledge option set to No, the Solution is visible within the Analysis tab and not available within the Knowledge Base. To manually escalate a request Solution to a Knowledge Base Solution Article, with the Analysis tab in Edit mode, select the Article tab.

Remove Button

When a Solution has been applied or proposed for a request, the Solution or Knowledge Base Solution Article is visible within the Analysis tab. To disassociate a Solution from a request, with the Analysis tab in Edit mode, click the Remove button. The Analysis tab will now only display the default drop-down list options.