Difference between revisions of "Service 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#service-requests Hornbill Document Library]. | ||
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| + | [[file:hornbill-document-library.png|Asset Service Requests|link=https://docs.hornbill.com/servicemanager-user-guide/service-portfolio/requests/request-types#service-requests]] | ||
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__NOTOC__[[Main Page|Home]] > [[Service Manager]] > [[Service Manager Request Types|Requests]] -> Service Requests | __NOTOC__[[Main Page|Home]] > [[Service Manager]] > [[Service Manager Request Types|Requests]] -> Service Requests | ||
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== Features == | == Features == | ||
| − | === | + | === Process Tracker === |
| − | The | + | The Process Tracker is a graphical representation of the [[Business Process Designer|business process]] that supports the Release process. This is an optional display which uses the stages and checkpoints within a process to visualize the progress. |
| − | * The entire process is displayed as a grey bar with circles representing the different stages | + | :* The entire process is displayed as a grey bar with circles representing the different stages |
| − | * The active stage is represented by a large green circle followed by a connector to the next stage | + | :* The active stage is represented by a large green circle followed by a connector to the next stage |
| − | * The connector will progressively turn green until the next stage is reached | + | :* The connector will progressively turn green until the next stage is reached |
| − | * Checkpoints are displayed below each stage | + | :* Checkpoints are displayed below each stage |
| − | * Grey Checkpoints are yet to be completed | + | :* Grey Checkpoints are yet to be completed |
| − | * Completed Checkpoints are represented with a green check mark | + | :* Completed Checkpoints are represented with a green check mark |
| − | * The | + | :* The Process Tracker shows just the Stages, and when the mouse if moved over the The Process Tracker , the Checkpoints are exposed |
| − | * The | + | :* The Process Tracker can be ''Pinned'' to make the display of the Checkpoints persistent on all Incidents |
=== Request Menu === | === Request Menu === | ||
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=== Timeline === | === Timeline === | ||
| − | The Timeline keeps track of all the history of the request. | + | The Timeline keeps track of all the history of the request. Comment and collaborate on any update that has been made. |
| − | * Filter the displayed posts and comments based on the post type, using the '''Filter''' option. | + | * Filter the displayed posts and comments based on the post type, using the '''Filter''' option. Filters are persistent between requests so when a filter is applied it will be available on each request until the filters are removed. |
:* Select one or multiple filters, and the filter will persist when viewing any request. | :* Select one or multiple filters, and the filter will persist when viewing any request. | ||
:* The number of filters applied will be displayed against the filter | :* The number of filters applied will be displayed against the filter | ||
| − | :* Remove the filters by '''unselecting''' the filter options | + | :* Remove the filters by '''unselecting''' the filter options or selecting ''All'' |
| + | {{Infobox|'''Following the Timeline''' [[File:timelinefollow.png|right|300px|link=]] | ||
| + | A '''Follow''' option on the Timeline of a request allows anyone that is supporting the request or is a member of the request to receive Hornbill Notifications each time there is an update to the Timeline. Following a Timeline can only be set by the person who wishes to follow the Timeline}} | ||
=== Members === | === Members === | ||
| − | The Members feature lets you invite people into a request who may not normally have access. Adding a user as a member will notify them that they have been added. Once added they will be able to see the request as if they were part of the team. | + | The Members feature lets you invite people into a request who may not normally have access. Adding a user as a member will notify them that they have been added. Once added they will be able to see the request as if they were part of the team. Members can be added manually, or automatically using the [[Service_Manager_Business_Process_Workflow#Request_Members|Request Members Automation in the process workflow]]. |
| + | |||
| + | This feature can also be used to simply list and identify multiple support staff that are collaborating on the request. | ||
| + | |||
| + | The Request List provides a filter that shows all the requests where you are a member. | ||
| + | |||
| + | {{Infobox|'''Add Member Setting''' | ||
| + | The Advanced Application Setting in Service Manager '''app.requests.addColleagueAsMemberWhenRaising''' will allow you to control if the person raising the request will automatically become a member of the request. This is useful when there are people that are dedicated to only raising requests for particular services, but do not support these services. This will allow them to continue to have access to the requests they raise, without giving them full access to all requests belonging to those services.}} | ||
| + | |||
| + | {{Infobox|'''Notifications''' | ||
| + | Becoming a member of a request does not automatically enroll the user to receive update notifications. Once the user has access to a request through membership, they can choose to ''Follow'' the Timeline of the request to receive notifications.}} | ||
=== Activities === | === Activities === | ||
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[[Category:Service Manager]][[Category:Videos]] | [[Category:Service Manager]][[Category:Videos]] | ||
| + | --> | ||
| + | [[Category:HDOC]] | ||
Latest revision as of 21:45, 22 April 2024
This document can now be found at its new location in the Hornbill Document Library.
