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.
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". |
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 |
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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 (process SO 3.4)
In the Request Fulfillment process, the process steps and activities indicated in the request model are executed by the assignment group/person to fulfill the request. The process steps and activities are created as request tasks.
The following user roles can perform Request Fulfillment:
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Request Coordinator
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Request Analyst
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Request Manager
Details for this process can be seen in the following figure and table.
The Request Fulfillment workflow is illustrated in the following figure:
Process ID |
Procedure or Decision |
Description |
Role |
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SO 3.4.1 |
Request Model Execution |
The request tasks defined in the request model are executed by the Request Analyst who is the task assignee. In some cases, additional tasks out of the request model may be added and executed in a request record if necessary. |
Request Analyst |
SO 3.4.2 |
Does any request task need additional information from user/requester? |
During request fulfillment, Request Analyst checks whether the information provided to fulfill the request is enough or not. If yes, go to SO 3.4.3. If no, go to SO 3.4.4. |
Request Analyst |
SO 3.4.3 |
Waiting for information provided from user/requester |
Request task status is set as “Pending Customer” and a “Visible to Customer” update is added, so that User or Requester will be informed. |
Request Analyst |
SO 3.4.4 |
Continue request task execution |
Request Analyst continues task execution with sufficient information provided by User or Requester. |
Request Analyst |
SO 3.4.5 |
Any CI impacted? |
Request Analyst checks whether CIs are impacted during request fulfillment process. If yes, go to SO 3.4.6. If no, go to SO 3.4.7. |
Request Analyst |
SO 3.4.6 |
Will CI status be updated? |
If only CI status needs to be updated or new CIs are going to be created, go to the Service Asset & Configuration Management process (ST 3.3.1) to review and update the CIs. If no, go to the Change Management process (ST 2.1.1) to raise and log RFC. |
Request Analyst |
SO 3.4.7 |
Any incident occurred? |
If an incident occurs during request fulfillment process, the new incident will be created by the Incident Management process (SO 2.1.8) and related to the request. If no incident occurs, go to SO 3.4.8. |
Request Analyst |
SO 3.4.8 |
Is SLT going to be breached? |
In the whole request fulfillment process, Request Coordinator keeps monitoring the Service Level Target. If SLT is going to be breached, Request Coordinator will escalate the request in time (SO 3.4.9). If no, go to SO 3.4.11. |
Request Coordinator |
SO 3.4.9 |
Escalate the request |
Request Coordinator indicates the responsible Request Manager whom the Service Request will be escalated to. |
Request Coordinator |
SO 3.4.10 |
Execute escalation actions |
The Request Manager determines the actions to be performed to fulfill the request within the target time and designates the persons to execute the actions. |
Request Manager |
SO 3.4.11 |
Request is fulfilled? |
Request Coordinator looks up the execution progress of request tasks and if all tasks are finished, go to SO 3.5.1 to review the fulfillment result. If some tasks are not closed, go to SO 3.4.1 to continue task execution in request model. |
Request Coordinator |