Request Fulfillment form details

The following table identifies and describes some of the features on the Request Fulfillment form.

Search for	Example	Results
A single word	`cat`	Topics that contain the word "cat". You will also find its grammatical variations, such as "cats".
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.

Search for	Operator	Example
Two or more words in the same topic	`AND` `and` `+` (plus symbol) `&` (ampersand)	`cat AND dog` `"cat food"+milk` `"cat food"&"dog food"`
Either word in a topic	`OR` `or` `\|` (pipe)	`cat OR dog` `cat \| dog`
Topics that do not contain a specific word or phrase	`NOT` `not` `!` (exclamation point)	`NOT cat` `! dog`
Topics that contain one string and do not contain another	`^` (caret)	`cat ^ mouse`
A combination of search types	`( )` parentheses	`cat + (dog \| mouse)` `cat \| dog + (! mouse)`

Request/Order field descriptions
Label	Description
Request ID	The system-generated unique ID for this request/order.
Title	A short description that summarizes the request/order. It is a mandatory field.
Description	A detailed description of the request/order. It is a mandatory field.
Category	This field describes the type of Service Request. In out-of-box, the following categories are available: Generic Request Order
Subcategory	Specifies the second level of classifying a Service Request. In out-of-box, the following subcategories are available for the “Generic Request” category : Employee Off-boarding Employee On-boarding Hardware Others Request for Administration Request for Access Request for Information Software In out-of-box, the following subcategory is available for the “Order” category: Order
Request Model	A Request Model is a record that is used to predefine the contents of a specific type of Service Request, including the information used to populate the request/order and the tasks that are needed to complete the request/order. When you open a request/order using a Request Model, basic information is added to the request/order automatically.
Phase	This is a system-generated field that specifies the name of the current phase of the request/order. The following phases are available in out-of-box “Generic Request” workflow: Logging Authorization Fulfillment Review Closure The following phases are available in out-of-box "Order" workflow: Order Closure
Status	Displays the status of the request/order. The following statuses are available in out-of-box “Generic Request” workflow: Open - Request is logged and waiting for authorization. In Progress - Request is being fulfilled. Pending Customer - Additional information is required from user/requester. Suspended - Fulfillment activities for the request have been suspended for a pre-defined time period. Fulfilled - Request is fulfilled and being reviewed. Closed - Request is closed. The following statuses are available in out-of-box "Order" workflow: Ordering - Order is being handled. Closed - Order is closed.
Approval Status	Defines the approval status for the request/order. The system sets this field depending on current approvals and the approval type defined for the record. These approval statuses are available out-of-box: pending approved denied
Requester	The name of the person who submits the Service Request. It is a mandatory field.
Requested For	The name of the user for whom the requester submits this request/order.
Delivery Date	Indicates the target fulfillment time of request. It equals request creation time plus “Global Lead Time.”
Expected Finish Date	Indicates the expected finish date of request from user/requester perspective. If Delivery Target is selected when ordering is made from Service Catalog, the field value will be calculated by request creation time plus Delivery Target. If Delivery Target is not available for the request, the field value will leave blank when request is logged. In this case, Request Coordinator will manually input the expected date on behalf of user/requester. It is a mandatory field.
Assignment Group	The support group assigned to work on this request/order. This field can be prepopulated by the data defined in assignment rule or manually set by Request Coordinator. It is a mandatory field.
Assignee	The person assigned to work on this request/order. This person is a member of the assignment group. This field can be prepopulated by the data defined in assignment rule or manually set by Request Coordinator.
Request Coordinator	The name of the person responsible for coordinating the implementation of the request/order. Each Coordinator may belong to several assignment groups. Each group can have just one Request Coordinator.
Global Lead Time	This field is the sum of the longest “Planned Lead Time” of all request tasks based on task plan definition in Request Model. It is read-only and copied from Request Model. The out-of-box request fulfillment SLT is measured based on the value of this field.
Impact	A measure of the effect of the request/order on business processes. Impact and urgency are used to assign priority. It is a mandatory field. These impacts are available out-of-box: Enterprise Site/Dept Multiple Users User
Urgency	A measure of how long it will be until a request/order has a significant impact on the business. Impact and urgency are used to assign priority. It is a mandatory field. These urgencies are available out-of-box: Critical High Average Low
Priority	The order in which to address the request/order in comparison to others. The priority value is calculated using impact and urgency.
Reason	Select the reason for requesting the request/order: Conversion Customer Request Legal Maintenance New Problem Resolution
Ship To Location	The destination location the requested items should be shipped to.
Affected Service	Specifies the service that is affected by the request/order.
Affected CI	Specifies the CI that is affected by the request/order. Affected CI is one of the children of affected service.
Bill To Location	The location where the invoice should be mailed for the items shipped. Available locations are defined in System Administration > Base System Configuration > Locations.
Bill To Department	The department where the invoice should be sent for the items shipped. The departments available for selection are defined in System Administration > Base System Configuration > Departments.
Project ID	The identification number given to the project.
Escalated	If selected (set to true), this field indicates that the request needs to be escalated to Request Manager.
Request Manager	This field is only visible when “Escalated” is selected. It indicates the person who will handle the request escalation.
Source	The source from which the record is created. The following out-of-box sources are available: 1 - User 2 - Group 3 - Event 4 - Chat 5 - Email 6 - Telephone
Cost > Total Cost	Total cost incurred by fulfillment activities, including cost of part items and labor cost.
Cost > Currency	Specifies the currency of the total cost.
Cost > Date/Technician/Hours Worked	The table specifies when and who will work on the request/order for how many hours. The labor cost is calculated based on the hourly rate of the technician and the hours that he/she worked.
Summary > Closure Code	Specifies a predefined closure code to describe how the request/order has been fulfilled. These closure codes are available out-of-box: Successful Successful (with problems) Failed Rejected (financial) Rejected (technical) Rejected (security) Withdrawn Withdrawal requested by customer Cancelled Denied request fulfillment
Summary > Closure Comments	This field is to document additional comments to close the request/order.
Workflow section	Displays a figure of generic request workflow/order workflow. It indicates the current phase which the request/order is in, and traces the phase transition history.
Activities section	Records information that the operator enters during the lifecycle of the request/order. Every time you update a request/order, you can fill in an update on the Activities section (New Update) with or without “Visible to Customer” flagged. A log of all the updates is stored on the Journal Updates and activities list. Updates from user/requester also display here with activity type “Update from customer.”
Attachments section	You can use the Attachments section to attach documents to request/order.
Related Records section	Contains a list of all related records for the request/order. The related records in request form include interactions, changes, incidents and requests. The related records in order form include interactions.
Approvals > Current Approvals	This subsection provides an overview of the current approvals related to request/order. The data displayed includes the following information: Approval Type Approval Status # Approved # Denied # Pending
Approvals > Approval Log	This subsection provides an overview of the past approvals related to request/order. The data displayed includes the following information: Action Approver/Operator By Date/Time Phase ID
SLT section	The SLT (Service Level Target) section displays SLAs related to the request/order. The Service Level Targets subsection defines the Process Target details, such as beginning and ending state, and time allowed between these states. The Upcoming Alerts subsection displays the alerts to generate when processing the Process Target.
Tasks section	The planned/created request tasks are displayed in this section. Most of the tasks come from Request Model. However authorized operator (with “Edit Task Planner” right in “Request” area) is allowed to plan additional tasks via “Edit” button in the tasks section. To plan a new task, click the “Edit” button in tasks section, task editor is displayed for planning new tasks.
Task Context section	Displays the input and output parameters of all request tasks defined for the request/order.
History section	Displays the timestamps and operators that the request/order record is opened or updated by.

Request/Order field descriptions

Label

Description

Request ID

The system-generated unique ID for this request/order.

Title

A short description that summarizes the request/order. It is a mandatory field.

Description

A detailed description of the request/order. It is a mandatory field.

Category

This field describes the type of Service Request. In out-of-box, the following categories are available:

Generic Request
Order

Subcategory

Specifies the second level of classifying a Service Request. In out-of-box, the following subcategories are available for the “Generic Request” category :

Employee Off-boarding
Employee On-boarding
Hardware
Others
Request for Administration
Request for Access
Request for Information
Software

In out-of-box, the following subcategory is available for the “Order” category:

Order

Request Model

A Request Model is a record that is used to predefine the contents of a specific type of Service Request, including the information used to populate the request/order and the tasks that are needed to complete the request/order.

When you open a request/order using a Request Model, basic information is added to the request/order automatically.

Phase

This is a system-generated field that specifies the name of the current phase of the request/order. The following phases are available in out-of-box “Generic Request” workflow:

Logging
Authorization
Fulfillment
Review
Closure

The following phases are available in out-of-box "Order" workflow:

Order
Closure

Status

Displays the status of the request/order. The following statuses are available in out-of-box “Generic Request” workflow:

Open - Request is logged and waiting for authorization.
In Progress - Request is being fulfilled.
Pending Customer - Additional information is required from user/requester.
Suspended - Fulfillment activities for the request have been suspended for a pre-defined time period.
Fulfilled - Request is fulfilled and being reviewed.
Closed - Request is closed.

The following statuses are available in out-of-box "Order" workflow:

Ordering - Order is being handled.
Closed - Order is closed.

Approval Status

Defines the approval status for the request/order. The system sets this field depending on current approvals and the approval type defined for the record.

These approval statuses are available out-of-box:

pending
approved
denied

Requester

The name of the person who submits the Service Request. It is a mandatory field.

Requested For

The name of the user for whom the requester submits this request/order.

Delivery Date

Indicates the target fulfillment time of request. It equals request creation time plus “Global Lead Time.”

Expected Finish Date

Indicates the expected finish date of request from user/requester perspective. If Delivery Target is selected when ordering is made from Service Catalog, the field value will be calculated by request creation time plus Delivery Target. If Delivery Target is not available for the request, the field value will leave blank when request is logged. In this case, Request Coordinator will manually input the expected date on behalf of user/requester. It is a mandatory field.

Assignment Group

The support group assigned to work on this request/order. This field can be prepopulated by the data defined in assignment rule or manually set by Request Coordinator. It is a mandatory field.

Assignee

The person assigned to work on this request/order. This person is a member of the assignment group. This field can be prepopulated by the data defined in assignment rule or manually set by Request Coordinator.

Request Coordinator

The name of the person responsible for coordinating the implementation of the request/order. Each Coordinator may belong to several assignment groups. Each group can have just one Request Coordinator.

Global Lead Time

This field is the sum of the longest “Planned Lead Time” of all request tasks based on task plan definition in Request Model. It is read-only and copied from Request Model. The out-of-box request fulfillment SLT is measured based on the value of this field.

Impact

A measure of the effect of the request/order on business processes. Impact and urgency are used to assign priority. It is a mandatory field.

These impacts are available out-of-box:

Enterprise
Site/Dept
Multiple Users
User

Urgency

A measure of how long it will be until a request/order has a significant impact on the business. Impact and urgency are used to assign priority. It is a mandatory field.

These urgencies are available out-of-box:

Critical
High
Average
Low

Priority

The order in which to address the request/order in comparison to others. The priority value is calculated using impact and urgency.

Reason

Select the reason for requesting the request/order:

Conversion
Customer Request
Legal
Maintenance
New
Problem Resolution

Ship To Location

The destination location the requested items should be shipped to.

Affected Service

Specifies the service that is affected by the request/order.

Affected CI

Specifies the CI that is affected by the request/order. Affected CI is one of the children of affected service.

Bill To Location

The location where the invoice should be mailed for the items shipped. Available locations are defined in System Administration > Base System Configuration > Locations.

Bill To Department

The department where the invoice should be sent for the items shipped. The departments available for selection are defined in System Administration > Base System Configuration > Departments.

Project ID

The identification number given to the project.

Escalated

If selected (set to true), this field indicates that the request needs to be escalated to Request Manager.

Request Manager

This field is only visible when “Escalated” is selected. It indicates the person who will handle the request escalation.

Source

The source from which the record is created.

The following out-of-box sources are available:

1 - User
2 - Group
3 - Event
4 - Chat
5 - Email
6 - Telephone

Cost > Total Cost

Total cost incurred by fulfillment activities, including cost of part items and labor cost.

Cost > Currency

Specifies the currency of the total cost.

Cost > Date/Technician/Hours Worked

The table specifies when and who will work on the request/order for how many hours. The labor cost is calculated based on the hourly rate of the technician and the hours that he/she worked.

Summary > Closure Code

Specifies a predefined closure code to describe how the request/order has been fulfilled.

These closure codes are available out-of-box:

Successful
Successful (with problems)
Failed
Rejected (financial)
Rejected (technical)
Rejected (security)
Withdrawn
Withdrawal requested by customer
Cancelled
Denied request fulfillment

Summary > Closure Comments

This field is to document additional comments to close the request/order.

Workflow section

Displays a figure of generic request workflow/order workflow. It indicates the current phase which the request/order is in, and traces the phase transition history.

Activities section

Records information that the operator enters during the lifecycle of the request/order. Every time you update a request/order, you can fill in an update on the Activities section (New Update) with or without “Visible to Customer” flagged. A log of all the updates is stored on the Journal Updates and activities list. Updates from user/requester also display here with activity type “Update from customer.”

Attachments section

You can use the Attachments section to attach documents to request/order.

Related Records section

Contains a list of all related records for the request/order. The related records in request form include interactions, changes, incidents and requests. The related records in order form include interactions.

Approvals > Current Approvals

This subsection provides an overview of the current approvals related to request/order.

The data displayed includes the following information:

Approval Type
Approval Status
# Approved
# Denied
# Pending

Approvals > Approval Log

This subsection provides an overview of the past approvals related to request/order.

The data displayed includes the following information:

Action
Approver/Operator
By
Date/Time
Phase
ID

SLT section

The SLT (Service Level Target) section displays SLAs related to the request/order. The Service Level Targets subsection defines the Process Target details, such as beginning and ending state, and time allowed between these states. The Upcoming Alerts subsection displays the alerts to generate when processing the Process Target.

Tasks section

The planned/created request tasks are displayed in this section. Most of the tasks come from Request Model. However authorized operator (with “Edit Task Planner” right in “Request” area) is allowed to plan additional tasks via “Edit” button in the tasks section.

To plan a new task, click the “Edit” button in tasks section, task editor is displayed for planning new tasks.

Task Context section

Displays the input and output parameters of all request tasks defined for the request/order.

History section

Displays the timestamps and operators that the request/order record is opened or updated by.