📄️ Overview
Request management group has the options that are specific to customize the request module. It has the following features:
📄️ Request Form
The layout of the request management has all the fields required to manage the requests of an organization. However, to meet the organization’s needs, you can modify the default template, and add new fields. The fields can later be used in the automation settings also.
📄️ Request Status
Request Status determines the progress of the request tickets. Using these you can know how much work is done or pending on the ticket and accordingly actions can be taken. The system provides some default status values that are ready for use.
📄️ Priority Matrix
Priority is a method to set the importance of a Request ticket. Based on this value, the technicians resolve the tickets. A Technician can set the Priority of a Request manually or automatically using the Priority Matrix feature. Here, you can define the priority based on the urgency and impact values of the request. The priority is set at the time of creating a request when no value is configured.
📄️ Request Feedback Setting
The admin can configure the feedback settings to ask for requester’s comments to measure the quality of service and overall experience of the users. When a request is resolved or closed, the system sends an email to the requester with the feedback form link. This link redirects the requester to the feedback form in the system.
📄️ Response Template
Response Templates are used to send standard responses to the requests. Using this you can instantly send the response without wasting time in thinking and typing the email. These kind of templates are generally used in the auto-generated emails of acknowledgement or notification.
📄️ Email Command Settings
This page enables to set the command using which the technicians can change the request details by sending an email. Using this the technicians do not need to login to the ServiceOps Portal for updating request details. They can change the details that are present in the Available Commands section on the right-hand side.
📄️ Print Templates
This page enables you to create templates used for printing the request form. Based on these templates you can print the required details in the request form.
📄️ Request Categories
Categories enable you to bring the similar requests under a single group. This helps the technicians in filtering out the required requests easily and quickly from a huge list. The system provides the below categories by default:
📄️ Request Templates
Templates are ready made forms which can be used while filling up the request form. The user only needs to select them and the form will get automatically filled. These are convenient when a request is of standard or recurring type. The advantages of using a template are:
📄️ Feedback Form
The feedback form is used to collect reviews about the service from the users. This helps the organization to understand, evaluate, and improve their services accordingly.
📄️ Incident Custom Rules
The custom rules help you to enforce the organization’s compliance while processing a request. Using these rules you can ensure that any change in the request attributes is supported by proper comments or notes. For example, a request should not move to the resolved state if there is no technician assigned to the request. Similarly, you can use custom rules to enforce the approval workflows and closing tasks to close a request.
📄️ Service Request Custom Rules
The custom rules help you to enforce the organization’s compliance while processing a service request. Using these rules you can ensure that any change in the service request attributes is supported by proper comments or notes. For example, a serivce request should not move to the resolved state if there is no technician assigned to it. Similarly, you can use custom rules to enforce the approval workflows and closing tasks to close a request.
📄️ Request Form Rule
The request form rules enable you to make fields (system and custom) mandatory/non-mandatory, show/hide, enable/disable, set/clear value, or show/hide options based on certain conditions in the request form. These rules are applicable at the time of request creation, edit, or both. This helps you to fetch the required details from the user.
📄️ Source
Source determines the origin of the request. And it is a good practice to record this source. Though there are various ways to create a request, it usually happens that the actual source of information is the some form of communication. In a request, the source field is a dropdown and uses this list only.
📄️ Request Model
A Transition Model is a concept that describes how a Request ticket transits from one state to another in ServiceOps.