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 form details
The following table identifies and describes some of the features on the Request Fulfillment form.
Label |
Description |
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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:
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Subcategory |
Specifies the second level of classifying a Service Request. In out-of-box, the following subcategories are available for the “Generic Request” category :
In out-of-box, the following subcategory is available for the “Order” category:
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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:
The following phases are available in out-of-box "Order" workflow:
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Status |
Displays the status of the request/order. The following statuses are available in out-of-box “Generic Request” workflow:
The following statuses are available in out-of-box "Order" workflow:
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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:
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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:
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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:
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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:
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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:
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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:
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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:
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Approvals > Approval Log |
This subsection provides an overview of the past approvals related to request/order. The data displayed includes the following information:
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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. |