Searching the Help
To search for information in the Help, type a word or phrase in the Search box. When you enter a group of words, OR is inferred. You can use Boolean operators to refine your search.
Results returned are case insensitive. However, results ranking takes case into account and assigns higher scores to case matches. Therefore, a search for "cats" followed by a search for "Cats" would return the same number of Help topics, but the order in which the topics are listed would be different.
Words and Phrases
| Search for | Example | Results |
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| A single word | cat
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Topics that contain the word "cat". You will also find its grammatical variations, such as "cats". |
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A phrase. You can specify that the search results contain a specific phrase. |
"cat food" (quotation marks) |
Topics that contain the literal phrase "cat food" and all its grammatical variations. Without the quotation marks, the query is equivalent to specifying an OR operator, which finds topics with one of the individual words instead of the phrase. |
Using Boolean Operators
| Search for | Operator | Example |
|---|---|---|
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Two or more words in the same topic |
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| Either word in a topic |
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| Topics that do not contain a specific word or phrase |
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| Topics that contain one string and do not contain another | ^ (caret) |
cat ^ mouse
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| A combination of search types | ( ) parentheses |
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- Request Fulfillment workflows and user tasks
- Examples: Request Workflow
- Create a new request record
- Create a new request from a user interaction
- Create a request by copying an existing record
- Update a request record
- Suspend a request
- Approve or deny a request
- Escalate a request
- Create a request template
- Apply a request template
- Apply a request model to an existing request record
- Update multiple request records
- Approve multiple request records
- Link a request to another record
- Set a reminder for a request
- Send a notification from a request
- View audit log from a request
- Access the alert log when viewing a request
- Create a scheduled maintenance task from a request record
- View or edit the cost of a request
- Close a request directly in the Logging phase
- Close a request record
- Reopen a request record
- Access Request Fulfillment reports
Create a new request record
Security Roles: Requester, Request Coordinator
After a service catalog request is approved, the fulfillment records (change or request) are created according to connector definitions linked to the ordered items or bundles. If the connector defined in the ordered items or bundles is "Open New Request," a request record will be created automatically and linked to the Service Desk interaction record.
However, you may need to create a new request record, which is not automatically created through service catalog or from an existing record such as an interaction. Depending on how your administrator has configured the global settings (the "Select on Open" setting in Request Fulfillment > Administration > Settings), you open a new request either by selecting a request model or by selecting a request category. By default, you open a new request record by selecting a request model.
To create a new request record directly from the Request Fulfillment module, follow these steps:
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Do one of the following:
- Click Request Fulfillment > Create New Request in the System Navigator.
- From the To Do Queue, select Request in the Queue field, and click New.
Note If your home page is not the To Do Queue, click Miscellaneous > My Preferences to change your home page to To Do Queue, and then log off and log back in.
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If a list of request models (which are grouped by request category and subcategory) is displayed, drill down the request categories to select a request model for the new request record. If a list of request categories is displayed, select a request category for the new request record.
Tip If you are creating a new request based on request models, you can use the search function on the form to quickly locate the request model that you want to use.
Service Manager displays a new form, automatically assigns a request ID, and populates the fields that are defined in the request model or based on the request category that you selected.
- If you are creating the request for someone other than yourself, change Requested For to the recipient.
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Complete the following mandatory fields:
- Title
- Description
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Requestor
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Assignment Group
- Impact
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Urgency
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Complete the form with any required or additional information such as Affected CI and Affected Service, and then click Save.
A new request record is now created. Service Manager automatically populates the Priority field with a value that is calculated based on the Impact and Urgency values you selected.
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Select an expected date to finish the request on behalf of the requester if the request is not created from a user interaction.
Note If the user has selected the delivery target when ordering the service, the expected finish date will be automatically filled by the system.
- Click Save.
Note You can add parts and labor costs tracking to an incident, problem, change, or request or to any associated task of a record. To do this, navigate to the Cost tab, specify the currency, and then specify the date, part number, and quantity for any parts used. Alternatively, specify the date, technician name (used to derive the rate from the operator record), and hours worked for any labor. Service Manager will automatically calculate and roll up costs from any sub tasks into the Total cost field on the Costs tab.
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