Request Fulfillment

Service Requests

Service Requests are customer requests logged against Items that use the Service Category. Manager access provides a read only view of Service Requests logged with the application.

The Request Filter displayed by default in the Request tab is the All Service Requests, which lists all Service Requests logged in the system regardless of their status or assignment. The available List Filters include:

Filter	Description
All Service Requests	Displays all Service Requests logged in the system regardless of their Status or Assignment.
Pending Approvals	Provides the User with quick access to a list of Service Requests that require Manager approval. (This is only available if the User has Manager access.)

The default display is ten Requests per batch. The list can be re-sorted by clicking on a column header and the number of Requests displayed per batch can be altered using the Display pop-up option.

Service Request Search Tips:

The Request search option has a default status to search only Active Requests. To ensure search success, select the relevant Incident status, if unsure, select All
To search for multiple Requests numbers at once, insert a comma separator between ID numbers
To search based on a Request status, select the Service Request Workflow option from the Workflow drop-down list. Once selected, a list of States is displayed
To search by Classification, select an Item Category from the Category drop-down list. After the Category is chosen, a list of Classifications is displayed
To search based on the content of a Service Request Description, select the Full Text option within the Search and enter a relevant term (See: Full text searches.)
To search using an Item's Custom field information, select the Item Category to display any Custom Fields enabled for that Item.

Viewing Service Request Information

To view Request details, select the relevant Request Reference # hyperlink and the screen will default to the Summary Tab. The Summary tab provides comprehensive details related to the Service Request.

The summary information includes the following:

Summary Tab	Description
Contact	Displays the Customer assigned to the Request and their contact information. Click on the Customer Name or Org.Unit link for more details relating to Customer and Org Unit. To update the Customer details assigned to the request, click on the Customer tab and ensure the Request is in edit mode.
Item	Displays the Item assigned to the Request. Scroll over to view Item information recorded on the Details tab. Select the Type hyperlink for more information about the Item. Click to view the Item Relationship map. Any Item displayed in the map can be set as the Item associated with the Request, by making it the central node of the Relationship map and clicking on the centralized map icon to confirm the Item assignment change. To update the Item assigned to the request, click on the Customer tab and ensure the Request is in edit mode, or use the Update Item facility in the Relationships filter view of the impact tab.
Details
Classification	Displays the Request Classification that was selected when the Request was created. This can be updated, if required.
Priority	Shows the priority of the Request, which determines the Service Level triggers applied to the Request. If the Derived option is enabled in the applications Setup, then the Urgency and Impact drop-down lists are displayed. The User is required to select the corresponding Urgency and Impact for the Request to alter the Priority assigned. See Priority.
Escalation	This is visible if the Escalation Control option is enabled in the application Setup. This is only available to the Supervisor, and allows them to disable the escalation timers. See Escalation.
Escalation Layer	Shows the name of the current Group of Users assigned to the Request. When the Workflow State is updated, this could also result in an update of the assigned Group of Users.
Technician	The name of the Technician assigned to the Request. When a Service Request is assigned to the Queue, the name applied in the Technician field is System User. See: Queues.
Notification
Customer	Shows how updates regarding the Request are sent to the Customer who logged the Request, or to all Owners of the Item associated with the Request. Customer CCs is a free text field for any additional notification recipients, these can be divided into Customer and Technician CC lists. See: Notification.
Technician	Allows the User to adjust the default Technician notification between None, Email or SMS for updating the assigned Technician, all Technicians in the Team or Layer of Escalation assigned to the Request. Technician CCs is a free text field for any additional notification recipients, these can be divided into Customer and Technician CC lists. See: Notification.
Alternate Team	Is visible if the "Notify Alternate Team" option is enabled in the Admin>Email>Setup tab and another Team within the same Process is included in the system. This allows the User to define another Team to be notified about updates regarding the Request.
Service Request
Team	Displays the default support Team assigned to the Request. This can be changed by selecting another option within the drop-down list. The Team list is derived from the Workflow and Workflow State.
Workflow	Displays the default Workflow assigned to the Request. This can be changed by selecting another option within the drop-down list. The Workflow list is derived from the SLA assigned to the Request. Select to view the Workflow in its entirety.
Status	Shows the current Workflow State of the Request. See Status.
Next Action	Lists all the States available after the current Request State. This is based on the Workflow assigned to the Request. To move the Service Request through the Workflow, select a Status included in the list displayed. By assigning a different Workflow State, the Work or Manager Group assigned to the Request may also be automatically updated, based on the Workflow and Team Configuration. Refer to the Escalation Layer and Technician Fields to view if an assignment change is made as part of the Status update.
Status Due	Details the expiry time for the current Workflow State if the State has an OLA assigned.
Service Terms
Agreement	Displays the Service Level Agreement assigned to the Request. The service level is derived from either the Customer, Organizational Unit or Item.
Service Manager	Displays the name of the Service Level Manager responsible for overseeing Requests related to the assigned service agreement.
Progress	Visually displays how the Request is tracking against the assigned SLA and displays the percentage of SLA used when greater than 10%. The grey progress bar is gradually filled in based on the status: - Workflow is in an SLA paused State. Triggers will not fire. - Workflow is in an SLA timers on State. Triggers will fire. - Workflow is in an Exit State and the SLA has been successfully maintained. - Assigned SLA has been breached and Workflow is in an Exit State.
Dates	Summarizes the important date details for the Request. The Due Date is automatically calculated based on the Service Level assigned to the Request. See: Request Details.
Time Recorded	Displays the amount of time the Service Request has been open and worked on. See: Time Recorded.
Affects	Displays the number of Users assigned to the Item.

The following information is available within the Service Request Summary Tab information screen:

See:Description Tab

See: Notes Tab

See: Attachments Tab

See: Impact Tab

See: Audit Tab

See: Related Requests.