Create a request model

Security Roles: Request Process Owner

A request model defines the prerequisites, required authorizations, and standard activities to fulfill a service request. When you create a request based on a request model, all information in the request model is added automatically to the request. In addition, you can plan fulfillment tasks with sequencing and dependencies by using the task planner in request model.

Micro Focus Service Manager provides the following out-of-box request models:

• New Employee On-boarding
• Employee Off-boarding
• Password Reset
• Software Package
• Order Hardware
• Application Access
• Sharepoint Access
• Request for Information
• Order

Different request models contain different pre-defined tasks for operators to fulfill the corresponding requests for end users.

To create a new request model, follow these steps:

1. From the System Navigator, click Request Fulfillment > Configuration > Request Models.

2. Click New.

   Tip Alternatively, you can create a new request model based on an existing request model. To do this, open an existing request model, and then click More > Copy Request Model. The request and task plan information in the original request model is copied to the new request model for your further modification. In addition, you can change the category in the new request model as needed.

3. Enter the request model ID.
4. Enter the request model name.
5. (Optional) Enter the request model description.

6. Click the Fill Field Category icon in the Category text box to select a request category.

   Note After the request model is created, you cannot change the category specified in the request model. If you want to change the category, you can create a new request model.

7. Click the Fill Field SubCategory icon in the SubCategory text box to select a request subcategory.
8. (Optional) Clear the Active check box if you want to disable this new request model so that it is not available for selection when users create new request records.
   

9. (Optional) Select request templates from the Request Template drop-down list.

   If needed, you can specify more than one template. When users open a new request with this model, Service Manager automatically applies all specified templates in the order listed by merging their field values. The following table lists two example templates and their merged result.

   Sequence of Template	Field	Value
   1	Description	Install Windows Vista on new employee’s laptop
   	Brief Description	Install Windows Vista
   	Assignment Group	(empty)
   2	Description	(empty)
   	Brief Description	Install Windows 7
   	Assignment Group	Hardware
   Merge Result	Description	Install Windows Vista on new employee’s laptop
   	Brief Description	Install Windows 7
   	Assignment Group	Hardware

10. (Optional) Select allowed roles from the Allowed Roles drop-down list.

11. (Optional) In the Approvals section, select the required approvals and set the request phases that the approvals apply to.

    Note Besides request models, you can also define Approvals on the workflow phases. If you have Approvals defined in both places, they both take effect.

12. (Optional) Add other information if needed, such as cost, department, and currency.
13. (Optional) Use task planner to add tasks in the request model. For more information, see Task Planner.
14. (Optional) Specify the global lead time. For more information, see Request task scheduling.
15. Click Save.

Related topics

Request Fulfillment configuration

Create a request category