3.2 Operations

3.2.1 Request Fulfillment

Request Tab

Service Requests

Service Requests are customer requests logged against Items that use the Service Category.

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.

My Service Requests (Active)

Displays all Requests in an active Workflow State that are assigned to the logged-in User.

My Service Requests (All)

Displays all Requests, in active and inactive Workflow States, that are assigned to the logged-in User.

My Teams Service Requests (Active)

Displays all Requests in an active Workflow State, allocated to the Teams with which the User is associated.

My Teams Service Requests (All)

Displays all the Requests, in active and inactive Workflow States, allocated to the Teams with which the User is associated.

Service Request Queue

Displays Requests assigned to the System User by default, which Technicians can reassign after viewing

(This is only available if the functionality is enabled for the system and Team.)

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.

Creating a Service Request

To create a Service Request within the Request tab, the following information is required:

Service Request Queue

Service Requests that are created by Customers through the Customer Portal or via email, can be forwarded to a holding bay or queue, if this functionality is required by the Service Desk. The capability can be enabled system-wide but applied on a per Service Request Team basis, as needed.

When a Service Request is assigned to the Queue, the name applied in the Technician field is System User.

See: Queues.

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.

  • NOTE:For information regarding request assignment, reviewing a request, adding notes or updating the status, refer to Working on a Request.

RSS Feeds

To easily access up to the minute details regarding Service Request activity within an RSS feed browser bookmark, Users can subscribe to RSS feeds by selecting the RSS button within the Service Request list. When the RSS button is selected, Users are presented with the application options for subscribing to receive the information and where the Recent Activity information is to be accessed. To readily access the information through a browser window, save the feed to the Bookmarks Bar.

The following is an example of the information obtained by clicking on the RSS bookmark:

3.2.2 Incident Management

Incidents

Incident Tab

Incidents are requests raised for Customers, or raised by a Customer through the Customer Portal for a support service. An Incident is raised against a Configuration Item (Item) within the system. Incidents are assigned to Technicians and are escalated according to the Service Level Agreement (SLA) used.

The Operations>Incidents tab defaults to display all Incidents logged within the system. The other available Incident Filters include:

  • My Active Incidents - displays all open/pending Incidents that are assigned to the logged-in User

  • My Teams Incidents - displays all the Incidents allocated to the Teams that the User is assigned

  • Incident Queue - displays Incidents assigned to the system User by default, which Technicians can reassign after viewing. (This is only available if the functionality is enabled for the system and Team.)

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

Creating an Incident:

To create an Incident within the system, the following information is required:

  • Customer Details

  • Item Details

  • Contract Details

  • Incident Classification and Description.

Incident Queue

Incidents that are created by Customers through the Customer Portal or via email, can be forwarded to a holding bay or queue, if this functionality is required by the Service Desk. The capability can be enabled system-wide but applied on a per Incident Team basis, as needed.

When an Incident is assigned to the Queue, the name applied in the Technician field is System User.

See: Incident Queue

Incident Search Tips

  • The Incident Search option has a default Status to search only Active Incidents. To ensure search success, select the relevant Incident Status. If unsure, select All. To search for multiple Incident numbers at once, insert a comma separator between Incident numbers

  • To search based on an Incident status, select the Incident Workflow option from the Workflow drop-down list. Once selected, a list of states will be 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 an Incident 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.

RSS Feeds

To easily access up to the minute details regarding Incident activity within an RSS feed browser bookmark, Users can subscribe to RSS feeds by selecting the RSS button within the Incident list. When the RSS button is selected, Users are presented with the application options for subscribing to receive the information and where the Recent Activity information is to be accessed. To readily access the information through a browser window, save the feed to the Bookmarks Bar.

The following is an example of the information obtained by clicking on the RSS bookmark:

Incident GroupsIncidents

3.2.3 Problem Management

Problems Tab

The Operations>Problems tab defaults to display all Problems that require root-cause analysis logged within the system. The other available List Filters include:

  • My Active Problems - displays all open/pending Problems that are assigned to the logged-in User

  • My Teams Problems - displays all the Problems allocated to the Teams that the User is assigned.

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

Problems - Individual or Group

A Problem is :

  • Used to manage an ongoing or immediate situation where there is significant impact

  • Created when more than one Incident has been raised around the same issue

  • Used to find a solution to all the Incidents

  • Differentiated from an Incident group, in that, a Problem is created to work on the cause of the Incidents within the Problem.

Problem Management can also be used pro-actively to prevent Problems by identifying related or recurring requests.

When a Problem is created, a Problem Group is automatically generated. The Group is used as a container for all requests that relate to the same underlying problem. The name assigned to the Group is the Problem ID e.g. Problem #100067. The Problem Group can be edited under the Error tab or via the Problem itself.

Creating a Problem

To create a Problem within the Problem>Problems tab of LiveTime, the following information is required:

Problem Search Tips

  • The Problem 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 Problem numbers at once, insert a comma separator between Problem numbers

  • To search based on a Problem status, select the Problem 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 Problem Classifications is displayed

  • To search based on the content of a Problem 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.

  • Customer Tab

  • Quick Calls

  • Item Tab

  • Contract Tab

  • Details Tab

Summary Tab

For details, see Problem Management.

Billing/Contracts

  • Create a Request

  • Contracts & Invoices

  • Time Recorded

  • Errors

See, Problem Management.