How to edit a request record

This tab includes the following sections:

• Request details

  Field	Description
  Title	Type a name for the request.
  Description	Type a description that captures the details of the request. Service Management may automatically recognize CIs whose details are entered here. See CI Detection - Automatic recognition of CIs.
  Request bundle	When the request is included in a request bundle, displays the name of the request bundle. Note This field is visible only if the request is included in a request bundle.
  Status	The status of the request. Valid status values are: Ready In progress Pending end user – to progress the request, information is needed from the end user. Suspended Complete Pending parent – to progress the request, the parent request must first be completed. Rejected Pending vendor – to progress the request, information or assistance is needed, and has been requested, from a vendor. Pending external service desk – to progress the request, information is needed from an external service desk. Pending special operation – to progress the request, a special operation must first be completed. For example, the request may require an installation to be completed. Note While status is set to Suspended or Pending end user, the calculation of service level targets is suspended.
  Expected resolution time	The date and time by which the request is expected to be fulfilled. Click the calendar icon to select the date, and the clock icon to select the time.
  Requested for	Select the name of the user for whom you are opening the request. Select a name from the drop-down list or type a few characters to search for the name.
  Next target time	Displays when the next Service Level Target for this request will breach. The target can be an initial review or a resolution target. Note This field is visible only for support requests.
  Requested by	Select the name of the user who contacted the service desk about opening the request. Select a name from the drop-down list or type a few characters to search for the name.
  Created time	The date and time that the request was made.
  Report location	The location where the reported problem occurred. Note This field is visible only for support requests.
  Approval status	Indicates the approval status. Valid values are: In progress, Approved, and Denied. Note This field is visible only for service requests and only when the request requires approval.
  Deliver location	The location where the requested service will be delivered. Note This field is visible only for service requests.
  Preferred contact method	The preferred method for communication with the Requested for user. Select one of the following options: Email Phone
  Notes	Notes about the request.

• Classification

  Field	Description
  Priority	The priority of a request is automatically determined according to the selected Urgency and Impact.
  Request type	Specifies the type of request: IT Service Request IT Support Request HR Support Request Cart Request A cart request comes from the Service Portal when a user submits his shopping cart. Note   A request bundle is always an IT Service Request or an HR Support Request. This field is read-only.
  Impact	The global effect on the user community. Consider whether the problem affects the entire enterprise, a business unit, or an individual. Select a value from the drop-down list.
  Urgency	The urgency value describes how important the issue is for the customer. Service Management uses the urgency value to calculate the priority for the service request. Select a value from the drop-down list.
  Category	Select a category for the service request. Select a value from the drop-down list or type a few characters to search for the name.
  Action type	If appropriate, select an action to match the request. For example, if the request is to pause a subscription, select Pause. Tip The value of this field comes from the requested offering, if any. If there is no offering, or the offering covers several purposes, You need to manually classify the action needed for the request.
  Service	Displays a list of all business and infrastructure services. You can filter the entire list or individual columns to narrow the list of records. At the top of the list, Service Management displays smart suggestions, based on the text entered in the Title and the Description fields. Tip If you point to the selected service, a popup window is displayed, including brief details and a link to the record.
  Service component	The service component related to the request.
  Device	Select a device for the request. Select a value from the drop-down list or type a few characters to search for the name.
  Infrastructure and peripheral	Select an infrastructure and peripheral asset for the request. Select a value from the drop-down list or type a few characters to search for the name.
  Subscription	Select a subscription for the request. Select a value from the drop-down list or type a few characters to search for the name.
  Requested asset model	The asset model to which the request applies. Note This field is visible only for service requests.
  Public scope	The scope of the request. Select one of the following options: Location. The request can be viewed by anyone in your location. Organization. The request can be viewed by anyone in your organization. Location & organization. The request can be viewed by anyone in your location or organization. Private. The request cannot be viewed by anyone else.
  Service impact	Indicates whether the issue reported in the support request represents an issue that impacts the ability to deliver the service. When the check box is selected, Service Management creates an linked incident if one does not already exist. Note This field is visible only for support requests.

• Assignment

  Field	Description
  Current assignment	An assignment group is a pool of resources with advanced skills to resolve the request when the customer escalates it. The assignee becomes responsible for the request resolution. Select a value from the drop-down list. The following values are available: Unassigned. No group or person is assigned to the request. Service desk. The group selected in the Service desk group field is assigned to the request. The person selected in the Service desk owner field becomes the request assignee. Expert group. The group selected in the Expert group field is assigned to the request. The person selected in the Expert assignee field becomes the request assignee. Incident. The request is linked to an incident. No group or person is assigned to the request.
  Service desk group	Select a group from the drop-down list. Only functional groups are available. This field is mandatory when Service desk is selected as the current assignment.
  Owner	Select a person from the drop-down list or type a few characters to search for the required person.
  Expert group	Select a group from the drop-down list. Only functional groups are available. This field is mandatory when Expert group is selected as the current assignment.
  Expert assignee	Select a person from the drop-down list or type a few characters to search for the required person.

• Resolution

  Field	Description
  Solution	The solution to the request. Click Suggested solutions to have Service Management suggest solutions, based on the information provided for the request. If none of these are relevant, you can click Find more solutions to look for other solutions in the database. Or, you can enter your own solution.
  Completion code	The disposition of the service request. Select a value from the drop-down list.
  Closed time	The date and time that the request was completed.

This section visually displays the tasks that are required to fulfill the request. The task plan is copied directly from the offering selected for the request.

In general, you can add, edit, or delete a task plan for the following request phases:

• For HR Support Requests: Classify or Fulfill phases.

• For IT Service Requests: Approve, Fulfill, or Review phases.

• For IT Support requests: First line support, Escalate, or Review phases.

For more information about the task plan, see How to build a task/approval plan.

This tab includes the fields described in the following table.

In this tab you may:

• Add, change, or delete associations with business devices, infrastructure and peripheral assets, licenses, and system elements that are related to the record. When you link a device, an infrastructure asset, a license, or a system element to a record, you create an internal relationship between them.

• View a topology impact map for each device and system element you choose, and the affecting CIs and a topology impact map for each affected service.

• View records for devices, actual services, and infrastructure and peripheral assets that are part of a subscription to fulfill the request.

How to add an involved device, infrastructure & peripheral asset, license, or system element

1. In the Involved devices, Involved infrastructure & peripherals, Involved licenses, or Involved system elements section (as appropriate), click Add or the grid icon .

2. Select the required records. The added items appear in yellow.

3. Click Save.

How to delete an involved device, infrastructure & peripheral asset, license, or system element

1. In the Involved devices, Involved infrastructure & peripherals, Involved licenses, or Involved system elements section (as appropriate), select the required records.

2. Click Remove. The selected items appear in strikethrough text.

3. Click Save.

How to view an impact map for a device

1. In the Involved Devices section, select the device.

2. Click Show Impact. An impact map of the device is displayed.

How to view an impact map for a system element

1. In the Involved System elements section, select the system element.

2. Click Show Impact. An impact map of the system element is displayed.

You can zoom in and out of the impact map by using the mouse wheel button. If a text string is too long to be displayed, an ellipsis (…) appears. You can hover over the ellipsis to display the full text string.

You can hover over the following icons in the impact map:

• Owner avatar – a window is displayed with the owner’s details.

• Business criticality – a tooltip is displayed with the criticality.

• Location – a tooltip is displayed with the name of the location.

Depending on the size of the impact map and the browser window, Service Management may not display the subtype of a Device, Service or System Element. Hover over the subtype graphic to see a tooltip with this information.

The Related records tab enables you to review, create, and delete relationships among Service Management records. The bracketed number in the tab label shows the number of related record dependencies for the current record. Records that are related to requests include:

• Child requests of a request bundle, or a cart request.

  Note  

  • Displayed for request bundles and cart requests only.
  • Child request records are not included in the bracketed number in the Related records tab label.
  • Child requests are also displayed in the full list of request records.

• Depends on this request records are changes, incidents, or problems that triggered the current record. For example, an employee is unable to synchronize his calendar and email from a Microsoft Exchange server to a mobile device. This is caused by an IT policy change for the Exchange server, where all Windows phone devices are blocked due to a security patch.

• This request depends on records are changes, incidents, or problems that are the result of the current record. For example, an employee complains that access to company resources is very slow when using the VPN. The resolution requires a change to upgrade the VPN settings.

To create dependencies between the requests and other records:

1. Click the Related records tab to display a list of related records.

2. In each section, the default sort order is first by record type, then by phase. You can click a column heading to reverse the sort order in any column.

   Field	Description
   ID	The identifier of the record. Click the ID value to link to the record.
   Title or Name	A short description provided by the end user.
   Phase Id	The current phase of the current record in the workflow.
   Priority	The priority is a value based on urgency and business impact values.
   Active	Whether the record is active.

3. In the appropriate section, do one of the following:

   • Click Add to create a relationship between the current record and another record.

     The Add related record dialog appears. The dialog box displays a list of potential related records. If you select an individual record, Service Management displays the contents of that record in the right pane.

     • If you want to search for more records, you can use the Search box at the top of the dialog box.

     • Find the record that you want to link, and click Add to select it. You may select more records.

     • When you have selected all the records that you want to link, click OK.

     • Click Save.

   • Click Remove to delete the relationship between the current record and the selected record. Click OK to confirm the action.

     Note This action removes the relationship only. It does not delete either record.

The Approvals tab is where you design, create, and edit the approval plan for the request. The parenthesized number on the tab is the number of approvals.

For more information about the task plan, see How to build a task/approval plan.

The Related knowledge tab is where related knowledge or news articles are displayed.

The reservation tab is where reservations of assets are displayed.