Difference between revisions of "Services Request Configuration"

Latest revision as of 21:50, 22 April 2024

This document can now be found at its new location in the Hornbill Document Library.

@@ Line 1: / Line 1: @@
+This document can now be found at its new location in the [https://docs.hornbill.com/servicemanager-user-guide/service-portfolio/request-configuration Hornbill Document Library].
+[[file:hornbill-document-library.png|Request Configuration|link=https://docs.hornbill.com/servicemanager-user-guide/service-portfolio/request-configuration]]
+<!--
 <div style="border:1px solid #90C0FF; background:#D0E0FF; width:99%; padding:4px; margin-bottom:10px;">
-__NOTOC__[[Main Page|Home]] > [[Service Manager]] > [[Services]] > [[Service Details]] > Services Request Configuration
+__NOTOC__[[Main Page|Home]] > [[Service Manager]] > [[Service Portfolio]] > [[Service Details]] > Services Request Configuration
 </div>
 {|style="width: 100%"
@@ Line 6: / Line 12: @@
 |style="width:73%"|
 == Introduction ==
-The Service Request Configuration lets you define a number of elements for the different request types that are used for each Service.
+The Service Request Configuration lets you define a number of elements for the different request types that are used for each Service.  This allows each Service to provide its own experience for both the Support Staff and the subscribed customers.
 |style="width:5%"|
@@ Line 13: / Line 19: @@
 == Related Articles ==
-:* [[Service Details]]
 :* [[Request_Details_Form_Designer|Request Details Form Designer]]
 :* [[Request_Catalog|Request Catalog]]
@@ Line 21: / Line 26: @@
 |}
-== Incident ==
+== [[File:IncidentIcon.png |25px|link=|Incident]] Incident ==
-:* '''Incident Configuration'''
+<div style="width:73%">
-<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:73%">
+===Incident Configuration===
+<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More">
 ::Setup and configure Incident Management for this Service.
 <div class="mw-collapsible-content">
@@ Line 58: / Line 64: @@
 [[File:Service_Categories.png|right|500px|Link=]]
 :: Define which logging and resolution categories are available per request type per service. It is possible to configure which level of the category tree will be the starting level (exposed) when choosing a category on a request, either using Progressive Capture or on the Request Details from. If a Category Level is not selected, the root of the category tree will be used.
+::'''Note:''' If the Category Level is filtered to the last level on a branch, no Categories will be visible for selection.
 <BR>
 </div>
@@ Line 64: / Line 71: @@
 :* '''[[Request Catalog |Catalog Items]]'''
-:: The Catalog Items are used to create a catalog of defined requests which can be used on the Portals or by Support Staff to raise requests to fulfill a specific requirement for that particular Service.  Catalog Items can be added to both Incidents and Service Requests.  For each Catalog item you can define the following:
+:: The Catalog Items are used to create a catalog of defined requests which can be used on the Portals or by Support Staff to raise requests to fulfill a specific requirement for that particular Service.
 :* '''[[Customer Feedback]]'''
@@ Line 71: / Line 78: @@
 :* '''[[Request Sub-statuses|Sub-Statuses]]'''
 :: The Request Sub-statuses lets you define a number of descriptive states of a request that are related to the request being either Active or On-hold. Using a Sub-status can help control the situations under which a request is put On-hold or made Active again. An example of an On-hold Sub-status might be ''With Customer'' which when selected could place the request's status to On-hold and stop any allocated Service Level Target timers.
+</div>
-== Request ==
+== [[File:Requesticon.png |25px|link=|Request]] Request ==
+<div style="width:73%">
 :* '''Request Configuration'''
-<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:73%">
+<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More">
 :: Setup and configure Request Management for this Service.
 <div class="mw-collapsible-content">
@@ Line 109: / Line 118: @@
 [[File:Service_Categories.png|right|500px|Link=]]
 :: Define which logging and resolution categories are available per request type per service. It is possible to configure which level of the category tree will be the starting level (exposed) when choosing a category on a request, either using Progressive Capture or on the Request Details from. If a Category Level is not selected, the root of the category tree will be used.
+::'''Note:''' If the Category Level is filtered to the last level on a branch, no Categories will be visible for selection.
 <BR>
 </div>
@@ Line 114: / Line 124: @@
 </div>
 :* '''[[Request Catalog |Catalog Items]]'''
-:: The Catalog Items are used to create a catalog of defined requests which can be used on the Portals or by Support Staff to raise requests to fulfill a specific requirement for that particular Service.  Catalog Items can be added to both Incidents and Service Requests.  For each Catalog item you can define the following:
+:: The Catalog Items are used to create a catalog of defined requests which can be used on the Portals or by Support Staff to raise requests to fulfill a specific requirement for that particular Service.
 :* '''[[Customer Feedback]]'''
@@ Line 121: / Line 131: @@
 :* '''[[Request Sub-statuses|Sub-Statuses]]'''
 :: The Request Sub-statuses lets you define a number of descriptive states of a request that are related to the request being either Active or On-hold. Using a Sub-status can help control the situations under which a request is put On-hold or made Active again. An example of an On-hold Sub-status might be ''With Customer'' which when selected could place the request's status to On-hold and stop any allocated Service Level Target timers.
+</div>
-== Problem ==
+== [[File:Problemicon.png |25px|link=|Problem]] Problem ==
-=== Problem Configuration ===
+<div style="width:73%">
-<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:73%">
+:* '''Problem Configuration'''
-Setup and configure Incident Management for this Service.
+<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More">
+::Setup and configure Problem Management for this Service.
 <div class="mw-collapsible-content">
 <div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
 :* '''Enabled / Disabled'''
 :: Setting this to ''Enabled'' will make this request type available for use when raising requests against this service.  When set to ''Disabled'', this request type will not be available in Progressive Capture or when raising linked requests for this service.
 :* '''Workflow'''
 :: The Workflow is an optional setting that allows you to associate a workflow which will be used as the default Workflow for all requests associated to this service. If left blank, the workflows that are specified in the ''app.requests.defaultBPMProcess'' Service Manager Settings will be used. If a Request Catalog Item is used the workflow in the Catalog Item will supersede both these settings.
@@ Line 152: / Line 165: @@
 [[File:Service_Categories.png|right|500px|Link=]]
 :: Define which logging and resolution categories are available per request type per service. It is possible to configure which level of the category tree will be the starting level (exposed) when choosing a category on a request, either using Progressive Capture or on the Request Details from. If a Category Level is not selected, the root of the category tree will be used.
+::'''Note:''' If the Category Level is filtered to the last level on a branch, no Categories will be visible for selection.
 <BR>
 </div>
 </div>
 </div>
-=== [[Request Sub-statuses|Sub-Statuses]] ===
-The Request Sub-statuses lets you define a number of descriptive states of a request that are related to the request being either Active or On-hold. Using a Sub-status can help control the situations under which a request is put On-hold or made Active again. An example of an On-hold Sub-status might be ''With Customer'' which when selected could place the request's status to On-hold and stop any allocated Service Level Target timers.
-== Known Error ==
+:* '''Catalog Items'''
-=== Known Error Configuration ===
+::The Catalog Items are used to create a catalog of defined requests which can be used by Support Staff to raise requests to fulfill a specific requirement for that particular Service.
-<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:73%">
-Setup and configure Known Errors for this Service.
+:* '''[[Request Sub-statuses|Sub-Statuses]]'''
+:: The Request Sub-statuses lets you define a number of descriptive states of a request that are related to the request being either Active or On-hold. Using a Sub-status can help control the situations under which a request is put On-hold or made Active again. An example of an On-hold Sub-status might be ''With Customer'' which when selected could place the request's status to On-hold and stop any allocated Service Level Target timers.
+</div>
+== [[File:Knownerroricon.png|25px|link=|Known Error]] Known Error ==
+<div style="width:73%">
+:* '''Known Error Configuration'''
+<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More">
+:: Setup and configure Known Errors for this Service.
 <div class="mw-collapsible-content">
 <div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
@@ Line 189: / Line 209: @@
 [[File:Service_Categories.png|right|500px|Link=]]
 :: Define which logging and resolution categories are available per request type per service. It is possible to configure which level of the category tree will be the starting level (exposed) when choosing a category on a request, either using Progressive Capture or on the Request Details from. If a Category Level is not selected, the root of the category tree will be used.
+::'''Note:''' If the Category Level is filtered to the last level on a branch, no Categories will be visible for selection.
 <BR>
 </div>
 </div>
 </div>
-=== [[Request Sub-statuses|Sub-Statuses]] ===
-The Request Sub-statuses lets you define a number of descriptive states of a request that are related to the request being either Active or On-hold. Using a Sub-status can help control the situations under which a request is put On-hold or made Active again. An example of an On-hold Sub-status might be ''With Customer'' which when selected could place the request's status to On-hold and stop any allocated Service Level Target timers.
-== Change ==
+:* '''Catalog Items'''
-=== Change Configuration ===
+::The Catalog Items are used to create a catalog of defined requests which can be used by Support Staff to raise requests to fulfill a specific requirement for that particular Service.
+:* '''[[Request Sub-statuses|Sub-Statuses]]'''
+:: The Request Sub-statuses lets you define a number of descriptive states of a request that are related to the request being either Active or On-hold. Using a Sub-status can help control the situations under which a request is put On-hold or made Active again. An example of an On-hold Sub-status might be ''With Customer'' which when selected could place the request's status to On-hold and stop any allocated Service Level Target timers.
+</div>
+== [[File:Changeicon.png|25px|link=|Change]] Change ==
+<div style="width:73%">
+:* '''Change Configuration'''
+<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More">
+:: Setup and configure Change Management for this Service.
+<div class="mw-collapsible-content">
+<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
 :* '''Enabled / Disabled'''
 :: Setting this to ''Enabled'' will make this request type available for use when raising requests against this service.  When set to ''Disabled'', this request type will not be available in Progressive Capture or when raising linked requests for this service.
@@ Line 229: / Line 260: @@
 [[File:Service_Categories.png|right|500px|Link=]]
 :: Define which logging and resolution categories are available per request type per service. It is possible to configure which level of the category tree will be the starting level (exposed) when choosing a category on a request, either using Progressive Capture or on the Request Details from. If a Category Level is not selected, the root of the category tree will be used.
+::'''Note:''' If the Category Level is filtered to the last level on a branch, no Categories will be visible for selection.
 <BR>
+</div>
+</div>
+</div>
+:* '''[[Request Catalog |Catalog Items]]'''
+:: The Catalog Items are used to create a catalog of defined requests which can be used on the Portals or by Support Staff to raise requests to fulfill a specific requirement for that particular Service.
-=== [[Request Catalog |Catalog Items]] ===
+:* '''[[Request Sub-statuses|Sub-Statuses]]'''
-The Catalog Items are used to create a catalog of defined requests which can be used on the Portals or by Support Staff to raise requests to fulfill a specific requirement for that particular Service.  Catalog Items can be added to both Incidents and Service Requests.  For each Catalog item you can define the following:
+:: The Request Sub-statuses lets you define a number of descriptive states of a request that are related to the request being either Active or On-hold. Using a Sub-status can help control the situations under which a request is put On-hold or made Active again. An example of an On-hold Sub-status might be ''With Customer'' which when selected could place the request's status to On-hold and stop any allocated Service Level Target timers.
+</div>
-=== [[Customer Feedback]] ===
+== [[File:Releaseicon.png|25px|link=|Release]] Release ==
-The Customer Feedback options provides a feature to gather feedback from your customers regarding the level of service they have received for a particular request.  This feedback will enable you to identify where excellent service is already being provided, but also highlight any areas where the service to your customers could be improved.
+<div style="width:73%">
+:* '''Release Configuration'''
-=== [[Request Sub-statuses|Sub-Statuses]] ===
+<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More">
-The Request Sub-statuses lets you define a number of descriptive states of a request that are related to the request being either Active or On-hold. Using a Sub-status can help control the situations under which a request is put On-hold or made Active again. An example of an On-hold Sub-status might be ''With Customer'' which when selected could place the request's status to On-hold and stop any allocated Service Level Target timers.
+:: Setup and configure Release Management for this Service.
+<div class="mw-collapsible-content">
-== Release ==
+<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
-=== Release Configuration ===
 :* '''Enabled / Disabled'''
 :: Setting this to ''Enabled'' will make this request type available for use when raising requests against this service.  When set to ''Disabled'', this request type will not be available in Progressive Capture or when raising linked requests for this service.
@@ Line 273: / Line 310: @@
 [[File:Service_Categories.png|right|500px|Link=]]
 :: Define which logging and resolution categories are available per request type per service. It is possible to configure which level of the category tree will be the starting level (exposed) when choosing a category on a request, either using Progressive Capture or on the Request Details from. If a Category Level is not selected, the root of the category tree will be used.
+::'''Note:''' If the Category Level is filtered to the last level on a branch, no Categories will be visible for selection.
 <BR>
+</div>
+</div>
+</div>
-=== [[Request Catalog |Catalog Items]] ===
+:* '''Catalog Items'''
-The Catalog Items are used to create a catalog of defined requests which can be used on the Portals or by Support Staff to raise requests to fulfill a specific requirement for that particular Service.  Catalog Items can be added to both Incidents and Service Requests.  For each Catalog item you can define the following:
+::The Catalog Items are used to create a catalog of defined requests which can be used by Support Staff to raise requests to fulfill a specific requirement for that particular Service.
-=== [[Customer Feedback]] ===
+:* '''[[Request Sub-statuses|Sub-Statuses]]'''
-The Customer Feedback options provides a feature to gather feedback from your customers regarding the level of service they have received for a particular request.  This feedback will enable you to identify where excellent service is already being provided, but also highlight any areas where the service to your customers could be improved.
+:: The Request Sub-statuses lets you define a number of descriptive states of a request that are related to the request being either Active or On-hold. Using a Sub-status can help control the situations under which a request is put On-hold or made Active again. An example of an On-hold Sub-status might be ''With Customer'' which when selected could place the request's status to On-hold and stop any allocated Service Level Target timers.
+</div>
-=== [[Request Sub-statuses|Sub-Statuses]] ===
+[[Category:Service Manager]]
-The Request Sub-statuses lets you define a number of descriptive states of a request that are related to the request being either Active or On-hold. Using a Sub-status can help control the situations under which a request is put On-hold or made Active again. An example of an On-hold Sub-status might be ''With Customer'' which when selected could place the request's status to On-hold and stop any allocated Service Level Target timers.
+-->
+[[Category:HDOC]]

Difference between revisions of "Services Request Configuration"

Latest revision as of 21:50, 22 April 2024

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