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 task form details
The following table identifies and describes some of the features on the request task form.
Label |
Description |
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Request Task ID |
The system-generated unique ID for this request task. |
Title |
A short description that summarizes the request task. It is a mandatory field. |
Description |
A detailed description of the request task. This field is prepopulated with data from parent request/order. It is a mandatory field. |
Parent Request |
Displays the unique ID of parent request/order. |
Category |
This field describes the type of request task. In out-of-box, the following categories are available:
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Phase |
This is a system-generated field that specifies the name of the current phase of the request task. These phases are available in out-of-box workflows:
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Status |
Displays the status of the request task. These statuses are available in out-of-box workflows:
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Impact |
A measure of the effect of the request task on business processes. Impact and urgency are used to assign priority. These impacts are available out-of-box:
This field is prepopulated with data from parent request/order. It is a mandatory field. |
Urgency |
A measure of how long it will be until a request task has a significant impact on the business. Impact and urgency are used to assign priority. These urgencies are available out-of-box:
This field is prepopulated with data from parent request/order. It is a mandatory field. |
Priority |
The order in which to address the request task in comparison to others. The priority value is calculated using impact and urgency. |
Assignment Group |
The support group assigned to work on this request task. 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 task. 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 parent request/order. Each Coordinator may belong to several assignment groups. Each group can have just one Request Coordinator. |
Planned Start |
If “Global Lead Time” is not zero in request or order, this field will be calculated starting from request “Delivery Date” and upstream from the last task to the first one in task planner, task dependency and planned lead time will be considered. In case “Global Lead Time” is zero in request or order, this field will be calculated from the “Expected Finish Date” instead of “Delivery Date”. This field is read-only in the request task form. |
Planned End |
If “Global Lead Time” is not zero in request or order, this field will be calculated starting from request “Delivery Date” and upstream from the last task to the first one in task planner, task dependency and planned lead time will be considered. In case “Global Lead Time” is zero in request or order, this field will be calculated from the “Expected Finish Date” instead of “Delivery Date”. This field is read-only in the request task form. |
Planned Lead Time |
Defines the duration time that the request task will spend. Data is prepopulated by the value defined in task planner of Request Model. This field is read-only. |
Actual Start |
It will be auto-populated when task is activated. |
Actual End |
It will be manually filled by Request Analyst when request task is done. |
Contractual Lead Time |
By default it equals to “Planned Lead Time”. However it is allowed to be adjusted by authorized operator according to real situation. Once it is changed, the “Planned Start” and “Planned End” will be re-calculated accordingly. The out-of-box request task SLT is still measured based on “Planned Lead Time”. |
Cost > Total Cost |
Total cost incurred by fulfillment activities. This field in “Purchase” task indicates the cost of received part items. This field in other tasks indicates the 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 task for how many hours. The labor cost is calculated based on the hourly rate of the technician and the hours spent by the technician. |
Purchase > Part No. |
The part no. of the purchased item listed in product catalog. This is a required field. |
Purchase > Vendor |
The vendor of the specified part item which is defined in the modelvendor table. This is a required field. |
Purchase > Ship To Location |
The destination location the purchased items should be shipped to. This is a required field. |
Purchase > Ordered Quantity |
The number of part items requested or ordered. This is a required field. |
Purchase > Received Quantity |
The number of received part items. |
Purchase > Balance |
Equals “Ordered Quantity” minus “Received Quantity”. |
CI Update History > button Submit to CMDB/Update CMDB |
The Request Analyst clicks this button to execute actual CI creation or CI status update. A confirmation message box will be displayed once this button is clicked. If “Yes” is selected in the message box, CI will be created or CI status will be updated. Otherwise, CMDB update action is abandoned. |
CI Update History > CI Name/Old Status/New Status/Operation Time/Whether Updated?/Receipts Number |
Shows the CMDB update result. New created CIs will be shown in “Purchase” task. Status updated CIs will be shown in “Reservation”/“Installation”/”Uninstallation” task. |
Request Information > CartItem Id/Cart Item/Requested For/Quantity/Status/User Selection |
Displays the request information provided by user/requester. The request information includes the items ordered from Service Catalog, the user selection details of the ordered items. The information in this table will be referenced by the operator who performs CMDB update. |
Summary > Closure Code |
Specifies a predefined closure code to describe how the request task 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 task. |
Workflow section |
Displays a figure of request task workflow. It indicates the current phase which the request task is in, and traces the phase transition history. |
Activities section |
Records information that the operator enters during the lifecycle of the request task. Every time you update a request task, 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. |
Attachments section |
You can use the Attachments section to attach documents to request task. |
Related Records section |
Contains a list of all related records for the request task. The related records in request task form only include changes. |
SLT section |
The SLT (Service Level Target) section displays SLAs related to the request task. 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. |
Task Context section |
Displays the input and output parameters of the request task. |
History section |
Displays the timestamps and operators that the request task is opened or updated by. |