Grouping Service Requests

Service Requests can be linked to form project Groups when Requests are related in some way (e.g., Requests that have the same solution). New Groups must consist of Requests that are not already linked.

Creating a New Group via the Service Request Tab

Within the Service Requests List View:

1. Select Operations>Service Requests tab

2. Tick check boxes in the far left column of unlinked Requests
   
   

3. Click Link to group the Requests.
    A Group Number will be assigned and an instant Group hyperlink will appear under the Group column.
   
   

Related Requests

Requests that are included in a Request Group are listed within the Elements tab of the Request Group. See: Request Groups.

Adding Requests to an Existing Group

To add Requests to an existing Group:

1. From the Service Request list, check the boxes of the new Requests and at least one existing member of the Group to which you wish to add the Requests

2. Click Link.

• This will not work if Requests representing more than one group are included. For instance, if you have two Groups (A and B) each with two Requests (A1, A2, B1and B2), and you want to add two unlinked Requests to Group A, click the check boxes for the unlinked Requests and either A1 or A2 or both. If B1or B2 is also clicked, the linking process will fail because it will not know which group to add the two new Requests to.

Merging Request Groups

Existing Request Groups can be merged within the Request Groups tab, to allow all related Requests within the Groups to be managed as one. To combine Request Groups:

1. Go to Operations>Request Groups

2. Check the fields next to the relevant Group #'s

3. Click Merge
   The screen defaults to the Details tab for the Merge Group.

4. Set the Name, Item Type, Classification, Status, Priority and Description that best defines all associated Service Requests

5. Click Save.
   The History tab records details of the Groups merged to form the new Group. Click the No. hyperlink to view the details. The Impact tab records the Type and Number of requests associated with the Group.

Grouping Service Requests

Service Requests can be grouped by selecting the checkboxes next to the Request #, followed by the Link button.

• The type of Request Group created is based on the Service Request type assigned to the Group.

• If the Group contains Service Requests, it is a Service Request Group

• If the Group contains Service Requests and Incidents, it is an Incident Group

• If the Group contains Service Request and Problems, it is a Problem Group

• If the Group contains Service Request/Incidents/Problem/Change, it is a Change Group.

If a Service Request is related to an Incident, Problem or Change Request and that related request in the other Process is closed, the Service Request is automatically closed. The system views the request hierarchy from low to high as Service Request, Incident, Problem and Change Request, and if a related request of a higher type is closed, all the lesser type requests are automatically closed, or if the handshaking facility is enabled for the system, moved to the Pending-Approval State.