📄️ Request Overview
Know how Request Management helps in tracking and managing the various requests.
📄️ Use Case
Stark industries want to set a process for the cases identified as incidents. They want to record and prevent these incidents from occurring again in the future. ServiceOps Request Management helps them to achieve this requirement by capturing the details and acting accordingly. It records the incidents in the portal using the below steps:
📄️ Guidelines For Importing Attachments in Request
Overview
📄️ Request List View
The Request List View page displays all the available Requests in the system. It is the central hub for a Technician, where you can find a Request and act upon it.
📄️ Creating a Request
To create a request,
📄️ Creating a Service Request
A service request in our system is a quick low priority request that doesn’t need much explanation. It can be as simple as: ‘I need a new mouse’. To ease the convenience of the users, service requests are pre-defined. You can easily find a service request by choosing appropriate category.
📄️ Request Details Page
On request details page, you can see the complete details of the request and do the desired activity. This page is accessible from request list page (by clicking on the request subject).
📄️ Updating a Request
When you are working on a ticket, you can update its basic details, parameters, other info, and various activities/actions associated with it. There are many approaches to update the requests:
📄️ Merging and Splitting Requests
Merge Requests
📄️ Marking Requests as Spam
This option enables you to mark the irrelevant requests as spam requests. Once you mark the request as spam, the system adds a ‘Spam’ tag to the request, and it disappears from the request list.
📄️ Assigning and Claiming a Request
When a request is created, the default status is Unassigned. The requests need to be assigned to an agent before one starts working on it. You can assign a request using two approaches:
📄️ Archiving and Deleting a Request
Here, you can archive the unwanted and old requests.
📄️ Convert to Incident Request
A technician can now convert a Service Request to an Incident Request from the Details page.
📄️ Convert to Service Request
A technician can now convert an Incident Request to a Service Request from the Details page.
📄️ Printing a Request
To print a request,
📄️ Status and Assignment Transition
You can view a pictorial updation of the stages in the Status and Assignment Transition.
📄️ Resolving, Closing, and Reopening a Request
Resolving a Request
📄️ Work Conversations
In the Work tab, you can collaborate and communicate to resolve the request. You can also select the specific Outgoing Email server using which email can be sent. The Work tab is at the bottom of the details view of a request. Ideally, here you can add comments, notes, diagnosis, solutions, and tag other technicians.
📄️ Tasks
The tasks are the activities required to resolve the request. Creating tasks is not mandatory but a convenient feature to effectively work on a request. You can add tasks, assign technicians, and set due date for them.
📄️ Adding Relations
Sometimes a request is very complex and you intend to divide it into simpler requests, problems, change, release, asset, knowledge, merged request, purchase, and project categories. Also, you may find other similar requests and it’s a good idea to associate all these.
📄️ SLA
The SLA tab displays the history details of the all the SLAs, OLAs, and UCs applied to the tickets. It displays details like total penalty amount, name, type, target, status, updated by, elapsed time, due in, SLA percentage, overdue, start time, last pause time, stop time, pause duration, breached duration, technician group, Operational Hours Type, and Update Count.
📄️ Adding Work Log
The Work Log tab allows the analysts to record the activities they performed (along with the time frame).
📄️ Audit Trail
Audit Trail displays all the actions that you and other technicians have performed on the ticket. This tab is common at all places in the system. When you are on the details page of any ticket, it displays the concerned activity logs only. Also, you can download the entries in PDF, Excel, and CSV formats. Further, you can password-protect the PDF and Excel files.
📄️ Notifications
You can send custom email messages to single and a group of people (technicians and requesters). This helps them to understand the progress and blockers in the resolution process. The Notifications tab displays a list of emails sent (1) and allows you to send new emails using the Send Email button (2) as shown below.
📄️ Integration
The Integration tab enables you to create and manage the various issues and features without signing into the JIRA software. This makes it easier for raising issues from the portal itself.
📄️ Asking for Approval
An approval process makes sure that there are no unauthorized actions. You can ask for an approval only if a technician is assigned to the request. For some, the approvals can be mandatory to process a request.
📄️ Asking for Feedback
Feedbacks are valuable information that helps in taking important decisions. You can ask a requestor for feedback about the experience with a request. Such a feedback loop ensures continuous improvement in the way services are delivered to the end user.
📄️ Adding Watchers
In a request, it is likely that multiple stakeholders want to monitor it so that necessary actions are taken promptly. With the Watch feature, one can subscribe to a specific request and receive notifications that go to the requester.
📄️ Executing Scenarios
Scenarios are the rules that the admin users set. When you execute a scenario, the system evaluates the scenario rule with the content of the request. If the rule matches, the system takes the associated actions towards it. The scenarios are useful when you have less details about the company policy or you want to take certain actions with minimal effort. It is especially helpful in case of recurring scenarios where you have to carry out the same series of tasks every time.