Apply a request model to an existing request record

Security Roles: Request Coordinator, Request Manager

A request model is designed to handle a particular category of service request. Specific agreed tasks are defined in the request model to fulfill the service request of this category.

You can apply a request model to an existing request record that does not have a request model applied or you can apply a request model to replace the previous request model.

In the out-of-box setting, the Apply Request Model option is only available for the request records in the "Logging" phase. Users who have the “Update” right in the “Request” area and the “Expert” right in the “Request Tasks” area are authorized to do this action.

After you apply a new request model to a request record:

• The field values defined in the request model will overwrite the values in the request record.
• All the existing tasks in the "Waiting" phase are automatically cancelled as these tasks have not been worked on. However, you must manually cancel the existing tasks after the "Waiting" phase before you can apply a new request model.

To apply a request model to a request record, follow these steps:

1. Do one of the following in the System Navigator:

   1. Click Request Fulfillment > Search Request , enter your search criteria, and then click Search.
   2. Click Request Fulfillment > Request Queue.
2. Open the request record that you want to apply a new request model to.

3. Click More > Apply Request Model.

   Note In the out-of-box setting, the Apply Request Model option is only available for the request records in the "Logging" phase.

   If the request record has active tasks, you will be prompted to cancel all the active tasks manually before applying a request model.

4. Select the request model that you want to use from the list.

5. Click Yes to apply the request model.

   The selected request model is applied to the request record.