Request Matching

HPE Service Manager can alert request fulfillment staff if an incoming request appears to be a duplicate of an existing request (same requester, same request type, same request timeframe, and so on).

HPE Service Manager provides a smart indicator function, which provides information on related issues and gives users the ability to drill down to this data quickly to troubleshoot the issue. Smart indicators can be configured to show other interactions and incidents open and closed for the same user, incidents associated with the same service or incidents associated with the same configuration item (CI). Smart Indicators can also be configured to show known errors for a service, providing the ability to immediately communicate to the caller information related with the service.

As an example, after a user has submitted a service request, the request will be created first as an interaction. During this process, the smart indicator can be used to browse through other interactions while looking for associated service request with the same service recipient.

Meanwhile HPE Service Manager provides other matching options. For example: In Incident Management Security Profile, customer can define how they want to check similar or duplicate Incidents. Then later if a user contacts service desk agent to report an Incident, agent can create a Service Desk interaction to collect information about the service request. Categorize the service request as an Incident, and then solve or escalate the request. When the service request results in an Incident system can automatically identify potentially matching Incidents.