Difference between revisions of "Incident Requests"
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| − | {{ | + | This document can now be found at its new location in the [https://docs.hornbill.com/servicemanager-user-guide/service-portfolio/requests/request-types#releases Hornbill Document Library]. |
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| − | + | [[file:hornbill-document-library.png|Change Requests|link=https://docs.hornbill.com/servicemanager-user-guide/service-portfolio/requests/request-types#releases]] | |
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| + | {{Breadcrumb|[[Main Page|Home]] > [[Service Manager]] > [[Service Manager Request Types|Requests]] -> Incident Requests|Service Manager}} | ||
| + | {{Section| | ||
== Introduction == | == Introduction == | ||
| − | The Incident Request form is used to manage an Incident through to resolution. A number of different tools are provided to help you record information against the incident, communicate with the customer, and collaborate with your co-workers. | + | The Incident Request form is used to manage an Incident through to resolution. A number of different tools are provided to help you record information against the incident, communicate with the customer, and collaborate with your co-workers.| |
| − | + | {{RightBox|Related Articles| | |
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:* [[Problem_Records|Problem Records]] | :* [[Problem_Records|Problem Records]] | ||
:* [[Activities]] | :* [[Activities]] | ||
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:* [[Request Details Form Designer]] | :* [[Request Details Form Designer]] | ||
:* [[Custom Buttons]] | :* [[Custom Buttons]] | ||
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== Features == | == Features == | ||
=== Process Tracker === | === Process Tracker === | ||
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The request menu is represented by a vertical ellipse button in the top right of the request. The following extra options are available within this menu | The request menu is represented by a vertical ellipse button in the top right of the request. The following extra options are available within this menu | ||
{{bullet1|Copy|The copy options will create an exact copy of the request, excluding the customer. By default, copying a request will bring across the summary, description, site, priority, category, team, owner, assets, connections, custom fields, documents, attachments, and questions. The app setting app.request.copy is available to change these global settings. The workflow associated to the new request will start from the beginning of the workflow.}} | {{bullet1|Copy|The copy options will create an exact copy of the request, excluding the customer. By default, copying a request will bring across the summary, description, site, priority, category, team, owner, assets, connections, custom fields, documents, attachments, and questions. The app setting app.request.copy is available to change these global settings. The workflow associated to the new request will start from the beginning of the workflow.}} | ||
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=== Request Notices === | === Request Notices === | ||
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The Notices provide a way to highlight information about a request. Notices can be added manually or they can be added as part of a [[Service_Manager_Business_Process_Workflow#Request_Notices|workflow]]. There are two types of notices available; Alerts and Information. These are displayed at the top of the request in order to make them highly visible to anyone viewing the request. | The Notices provide a way to highlight information about a request. Notices can be added manually or they can be added as part of a [[Service_Manager_Business_Process_Workflow#Request_Notices|workflow]]. There are two types of notices available; Alerts and Information. These are displayed at the top of the request in order to make them highly visible to anyone viewing the request. | ||
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{{bullet1|Edit a Notice|From the list of active notices, click on the pencil icon to change the text, type, or visibility}} | {{bullet1|Edit a Notice|From the list of active notices, click on the pencil icon to change the text, type, or visibility}} | ||
{{bullet1|Delete a Notice|From the list of active notices, click on the X icon to permanently delete the notice}} | {{bullet1|Delete a Notice|From the list of active notices, click on the X icon to permanently delete the notice}} | ||
| + | {{infobox|The owner of the request and users with the roles ''Incident Management Full Access'' or ''Service Desk Admin'' can configure notices on the request}}| | ||
| + | {{RightBox|Request Notice| | ||
| + | [[File:RequestNotice.png|375px|center|link=https://wiki.hornbill.com/images/thumb/f/f9/RequestNotice.png/800px-RequestNotice.png]]}} | ||
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=== Action Bar === | === Action Bar === | ||
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The Action Bar contains the majority of functions that you can apply to an Incident. These actions are place near the top of the Incident form and collected together to allow for quick access to update the Incident. | The Action Bar contains the majority of functions that you can apply to an Incident. These actions are place near the top of the Incident form and collected together to allow for quick access to update the Incident. | ||
* The available Actions can be either made visible or hidden for different types of Incidents, based on the Service they are associated to. | * The available Actions can be either made visible or hidden for different types of Incidents, based on the Service they are associated to. | ||
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:* '''[[Print_Action_Item|Print]]''' | :* '''[[Print_Action_Item|Print]]''' | ||
:: Select and Print details of the request | :: Select and Print details of the request | ||
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| − | + | {{RightBox|Watch Me| | |
| − | + | {{#ev:youtube|ok7yKRZ6e4U|350|center}} | |
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=== Information Box === | === Information Box === | ||
Located at the top right of the request form, this provides some on hand information about the request including the team and person that the request is assigned to, the status, when it was raised, what the priority is, and if the request is under a Service Level Agreement the Service Targets will be displayed. | Located at the top right of the request form, this provides some on hand information about the request including the team and person that the request is assigned to, the status, when it was raised, what the priority is, and if the request is under a Service Level Agreement the Service Targets will be displayed. | ||
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=== Activities === | === Activities === | ||
Activities can consist of Activities that have been automatically created and assigned as part of a BPM workflow or at any point a support person can manually add an activity to schedule any work that they are going to do. | Activities can consist of Activities that have been automatically created and assigned as part of a BPM workflow or at any point a support person can manually add an activity to schedule any work that they are going to do. | ||
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[[Category:Service Manager]][[Category:Videos]] | [[Category:Service Manager]][[Category:Videos]] | ||
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| + | [[Category:HDOC]] | ||
Latest revision as of 21:32, 18 April 2024
This document can now be found at its new location in the Hornbill Document Library.
