Difference between revisions of "Services Request Configuration"
Jump to navigation
Jump to search
| (19 intermediate revisions by 2 users not shown) | |||
| 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;"> | <div style="border:1px solid #90C0FF; background:#D0E0FF; width:99%; padding:4px; margin-bottom:10px;"> | ||
| − | __NOTOC__[[Main Page|Home]] > [[Service Manager]] > [[ | + | __NOTOC__[[Main Page|Home]] > [[Service Manager]] > [[Service Portfolio]] > [[Service Details]] > Services Request Configuration |
</div> | </div> | ||
{|style="width: 100%" | {|style="width: 100%" | ||
| Line 6: | Line 12: | ||
|style="width:73%"| | |style="width:73%"| | ||
== Introduction == | == 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%"| | |style="width:5%"| | ||
| Line 22: | Line 28: | ||
== [[File:IncidentIcon.png |25px|link=|Incident]] Incident == | == [[File:IncidentIcon.png |25px|link=|Incident]] Incident == | ||
<div style="width:73%"> | <div style="width:73%"> | ||
| − | + | ===Incident Configuration=== | |
| − | <div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More"> | + | <div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More"> |
::Setup and configure Incident Management for this Service. | ::Setup and configure Incident Management for this Service. | ||
<div class="mw-collapsible-content"> | <div class="mw-collapsible-content"> | ||
| Line 58: | Line 64: | ||
[[File:Service_Categories.png|right|500px|Link=]] | [[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. | :: 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> | <BR> | ||
</div> | </div> | ||
| Line 64: | Line 71: | ||
:* '''[[Request Catalog |Catalog Items]]''' | :* '''[[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. | + | :: 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]]''' | :* '''[[Customer Feedback]]''' | ||
| Line 111: | Line 118: | ||
[[File:Service_Categories.png|right|500px|Link=]] | [[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. | :: 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> | <BR> | ||
</div> | </div> | ||
| Line 116: | Line 124: | ||
</div> | </div> | ||
:* '''[[Request Catalog |Catalog Items]]''' | :* '''[[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. | + | :: 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]]''' | :* '''[[Customer Feedback]]''' | ||
| Line 134: | Line 142: | ||
:* '''Enabled / Disabled''' | :* '''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. | :: 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''' | :* '''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. | :: 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 156: | Line 165: | ||
[[File:Service_Categories.png|right|500px|Link=]] | [[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. | :: 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> | <BR> | ||
</div> | </div> | ||
</div> | </div> | ||
</div> | </div> | ||
| + | |||
| + | :* '''Catalog Items''' | ||
| + | ::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]]''' | :* '''[[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. | :: 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. | ||
| Line 195: | Line 209: | ||
[[File:Service_Categories.png|right|500px|Link=]] | [[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. | :: 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> | <BR> | ||
</div> | </div> | ||
</div> | </div> | ||
</div> | </div> | ||
| + | |||
| + | :* '''Catalog Items''' | ||
| + | ::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]]''' | :* '''[[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. | :: 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> | </div> | ||
| − | == [[File:Changeicon.png|25px|Change]] Change == | + | == [[File:Changeicon.png|25px|link=|Change]] Change == |
<div style="width:73%"> | <div style="width:73%"> | ||
:* '''Change Configuration''' | :* '''Change Configuration''' | ||
| Line 241: | Line 260: | ||
[[File:Service_Categories.png|right|500px|Link=]] | [[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. | :: 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> | <BR> | ||
</div> | </div> | ||
| Line 246: | Line 266: | ||
</div> | </div> | ||
:* '''[[Request Catalog |Catalog Items]]''' | :* '''[[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. | + | :: 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 Sub-statuses|Sub-Statuses]]''' | :* '''[[Request Sub-statuses|Sub-Statuses]]''' | ||
| Line 290: | Line 310: | ||
[[File:Service_Categories.png|right|500px|Link=]] | [[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. | :: 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> | <BR> | ||
</div> | </div> | ||
</div> | </div> | ||
</div> | </div> | ||
| + | |||
| + | :* '''Catalog Items''' | ||
| + | ::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]]''' | :* '''[[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. | :: 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> | </div> | ||
| + | [[Category:Service Manager]] | ||
| + | --> | ||
| + | [[Category:HDOC]] | ||
Latest revision as of 21:50, 22 April 2024
This document can now be found at its new location in the Hornbill Document Library.
