Difference between revisions of "Services Request Configuration"

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<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:800px">
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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/request-configuration Hornbill Document Library].
−
:* Business Processes
+
 
 +
[[file:hornbill-document-library.png|Request Configuration|link=https://docs.hornbill.com/servicemanager-user-guide/service-portfolio/request-configuration]]
 +
<!--
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<div style="border:1px solid #90C0FF; background:#D0E0FF; width:99%; padding:4px; margin-bottom:10px;">
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__NOTOC__[[Main Page|Home]] > [[Service Manager]] > [[Service Portfolio]] > [[Service Details]] > Services Request Configuration
 +
</div>
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{|style="width: 100%"
 +
|- valign="top"
 +
|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.  This allows each Service to provide its own experience for both the Support Staff and the subscribed customers. 
 +
 
 +
|style="width:5%"|
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|
 +
|style="width:22%; border-style: solid; border-width: 1px; border-color:#e6e6e6; background-color:#f2f2f2;"|
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 +
== Related Articles ==
 +
:* [[Request_Details_Form_Designer|Request Details Form Designer]]
 +
:* [[Request_Catalog|Request Catalog]]
 +
:* [[Customer_Feedback|Customer Feedback]]
 +
:* [[Request Settings]]
 +
:* [[Request_Sub-statuses|Request Sub-Statuses]]
 +
|}
 +
 
 +
== [[File:IncidentIcon.png |25px|link=|Incident]] Incident ==
 +
<div 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">
 
<div class="mw-collapsible-content">
−
:: It is possible to associate a workflow to each request type. Clicking on the slect box will present you with the available Business Processes that have been configured via Hornbill Administration. Remember, for a Business Process Workflow to be initiated when a request is logged, it must be marked as “Active”. Inactive workflows can be identified and avoided here by looking for the word “inactive” in brackets next to the workflow name.
+
<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
−
:: Associating a Business Process workflow is optional at this stage, and can be done at a later date.
+
:* '''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 Incidents 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. 
 +
 
 +
:* '''Email Template'''
 +
:: The Email Template is an optional setting that allows you to associate an email template which will be used when sending emails from within a request using the [[Email Action Item]]. If left blank, the email template specified in the ''app.email.template.request.sendMessage'' Service Manager Setting. If both the Email Template option and the Service Manager Setting are not set, a blank plain text email will be sent without a template.
 +
 
 +
:* '''Form Designer'''
 +
:: It is possible for you to define custom fields to use against each request type per service.  Using the form designer you can edit which default fields will be displayed in the '''Details''' section of each request form, as well as add new fields, set field  validation, configure mandatory options and using drag and drop to re-order how the required fields will be displayed.  
  
−
:: Once you are happy with the details you have entered, click “Create” to complete the configuration of your first Service.
+
:* '''Portal Process Tracker'''
 +
[[File:HUD_Portal.png|right|500px|link=]]
 +
:: When a Business Process Workflow is being used to support either the Service Requests or Incidents, it is possible to define what level of visibility you wish to give to your customers of the Process Tracker.
 +
:::* '''Off''' - The Process Tracker is hidden from customers.
 +
:::* '''Stages Only''' - Only the top level of the Process Tracker that shows the stages will be displayed.
 +
:::* '''Stages and Checkpoints''' -  This will show both the Stages and the checkpoints.
  
−
:: You can learn more about designing and building business processes to underpin the Services you provide here: [[Business_Process_Workflow | Building Business Processes]]
+
:* '''Request Actions'''
 +
[[File:Request_Actions.png|right|500px|Link=]]
 +
:: Define which Actions are available to users on the Request Action bar when working on requests raised against the Service. 
  
 +
:: An example being you may choose not to enable the 'Escalation' Action against Service Requests if you are not using Priorities for requests of this type for a particular Service.  However you have this available for Incidents and Problems where you have chosen to use priorities for those request types.
 +
 +
:::* Enable or Disable an Action by clicking on the Action Icon for each Request type
 +
:::* Hover over each Action Icon to see a tooltip with the Action's purpose.
 +
:::* Globally manage which Action items are enabled when a request is on-hold through '''[[Request Settings]]'''
 +
 +
:* '''Request Categories'''
 +
[[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>
 +
</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.
 +
 +
:* '''[[Customer Feedback]]'''
 +
::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.
 +
 +
:* '''[[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>
 
</div>
  
−
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:800px">
+
== [[File:Requesticon.png |25px|link=|Request]] Request ==
−
:* Email Template
+
<div style="width:73%">
 +
:* '''Request Configuration'''
 +
<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">
 
<div class="mw-collapsible-content">
−
:: It is possible to define for each request type and for each Service which email template will be used when analysts are manually sending emails from the request forms.
+
<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.  
  
−
:: This allows Service owners to have control over the signature and other request variables which are defined in email templates, and they would like included in any manual email communication for requests linked to their Service.
+
:* '''Email Template'''
 +
:: The Email Template is an optional setting that allows you to associate an email template which will be used when sending emails from within a request using the [[Email Action Item]]. If left blank, the email template specified in the ''app.email.template.request.sendMessage'' Service Manager Setting. If both the Email Template option and the Service Manager Setting are not set, a blank plain text email will be sent without a template.
  
−
::* By default the email template specified in the '''app.email.template.request.sendMessage''' app setting in the admin console will be used.  It is possible to change which template to use for each request type per service by choosing another available email template from the drop down list.
+
:* '''Form Designer'''
 +
:: It is possible for you to define custom fields to use against each request type per service.  Using the form designer you can edit which default fields will be displayed in the '''Details''' section of each request form, as well as add new fields, set field  validation, configure mandatory options and using drag and drop to re-order how the required fields will be displayed.  
  
−
::* Email templates are defined in the Admin console, under the Service Manager and email configuration options
+
:* '''Portal Process Tracker'''
 +
[[File:HUD_Portal.png|right|500px|link=]]
 +
:: When a Business Process Workflow is being used to support either the Service Requests or Incidents, it is possible to define what level of visibility you wish to give to your customers of the Process Tracker.
 +
:::* '''Off''' - The Process Tracker is hidden from customers.
 +
:::* '''Stages Only''' - Only the top level of the Process Tracker that shows the stages will be displayed.
 +
:::* '''Stages and Checkpoints''' -  This will show both the Stages and the checkpoints.
  
−
::* If no default email template exists, or another email template is not chosen a blank plain email template will be used.
+
:* '''Request Actions'''
 +
[[File:Request_Actions.png|right|500px|Link=]]
 +
:: Define which Actions are available to users on the Request Action bar when working on requests raised against the Service.
  
−
::* The Email template specified is only used when emails are manually sent from within a request. All automated emails fired by the business process engine, can be configured when designing your [[Business_Process_Workflow | business processes]] for each request type again via the admin console.
+
:: An example being you may choose not to enable the 'Escalation' Action against Service Requests if you are not using Priorities for requests of this type for a particular Service.  However you have this available for Incidents and Problems where you have chosen to use priorities for those request types.
 +
 
 +
:::* Enable or Disable an Action by clicking on the Action Icon for each Request type
 +
:::* Hover over each Action Icon to see a tooltip with the Action's purpose.
 +
:::* Globally manage which Action items are enabled when a request is on-hold through '''[[Request Settings]]'''
 +
 
 +
:* '''Request Categories'''
 +
[[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>
 
</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.
  
−
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:800px">
+
:* '''[[Customer Feedback]]'''
−
:* Form Designer
+
:: 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.
 +
 
 +
:* '''[[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:Problemicon.png |25px|link=|Problem]] Problem ==
 +
<div style="width:73%">
 +
:* '''Problem Configuration'''
 +
<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 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. 
 +
 +
:* '''Email Template'''
 +
:: The Email Template is an optional setting that allows you to associate an email template which will be used when sending emails from within a request using the [[Email Action Item]]. If left blank, the email template specified in the ''app.email.template.request.sendMessage'' Service Manager Setting. If both the Email Template option and the Service Manager Setting are not set, a blank plain text email will be sent without a template.
 +
 +
:* '''Form Designer'''
 
:: It is possible for you to define custom fields to use against each request type per service.  Using the form designer you can edit which default fields will be displayed in the '''Details''' section of each request form, as well as add new fields, set field  validation, configure mandatory options and using drag and drop to re-order how the required fields will be displayed.  
 
:: It is possible for you to define custom fields to use against each request type per service.  Using the form designer you can edit which default fields will be displayed in the '''Details''' section of each request form, as well as add new fields, set field  validation, configure mandatory options and using drag and drop to re-order how the required fields will be displayed.  
 +
 +
:* '''Request Actions'''
 +
[[File:Request_Actions.png|right|500px|Link=]]
 +
:: Define which Actions are available to users on the Request Action bar when working on requests raised against the Service. 
 +
 +
:: An example being you may choose not to enable the 'Escalation' Action against Service Requests if you are not using Priorities for requests of this type for a particular Service.  However you have this available for Incidents and Problems where you have chosen to use priorities for those request types.
 +
 +
:::* Enable or Disable an Action by clicking on the Action Icon for each Request type
 +
:::* Hover over each Action Icon to see a tooltip with the Action's purpose.
 +
:::* Globally manage which Action items are enabled when a request is on-hold through '''[[Request Settings]]'''
 +
 +
:* '''Request Categories'''
 +
[[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>
 
</div>
 
</div>
−
<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:800px">
+
 
−
:* Portal Head's Up Display (HUD)
+
:* '''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]]'''
 +
:: 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 class="mw-collapsible-content">
−
[[File:HUD_Portal.png|center|800px]]
+
<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
−
:: When a business process is defined and supporting either the Incident or Service Request request types, it is possible to define what level of visibility you wish to give to your customers of the processes progress through a graphical head's up
+
:* '''Enabled / Disabled'''
−
:: display.  It is possible to give no visibility, top level or a granular view per request type and per service via either the Service and Customer Portals.
+
:: 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. 
 +
 
 +
:* '''Email Template'''
 +
:: The Email Template is an optional setting that allows you to associate an email template which will be used when sending emails from within a request using the [[Email Action Item]]. If left blank, the email template specified in the ''app.email.template.request.sendMessage'' Service Manager Setting. If both the Email Template option and the Service Manager Setting are not set, a blank plain text email will be sent without a template.
 +
 
 +
:* '''Form Designer'''
 +
:: It is possible for you to define custom fields to use against each request type per service.  Using the form designer you can edit which default fields will be displayed in the '''Details''' section of each request form, as well as add new fields, set field  validation, configure mandatory options and using drag and drop to re-order how the required fields will be displayed.
 +
 
 +
:* '''Request Actions'''
 +
[[File:Request_Actions.png|right|500px|Link=]]
 +
:: Define which Actions are available to users on the Request Action bar when working on requests raised against the Service. 
 +
 
 +
:: An example being you may choose not to enable the 'Escalation' Action against Service Requests if you are not using Priorities for requests of this type for a particular Service.  However you have this available for Incidents and Problems where you have chosen to use priorities for those request types.
  
−
:: The default option is '''Off'''.
+
:::* Enable or Disable an Action by clicking on the Action Icon for each Request type
 +
:::* Hover over each Action Icon to see a tooltip with the Action's purpose.
 +
:::* Globally manage which Action items are enabled when a request is on-hold through '''[[Request Settings]]'''
  
−
:::* '''Off''' - No graphical representation of the supporting business process will be displayed on the request forms on either the Service or Customer Portal
+
:* '''Request Categories'''
−
:::* '''Stages Only''' - Top level visibility of each of the defined stages will be displayed at the top of the request forms on the Service and Customer Portals.   This will allow the subscribed customers to see the stages which have been completed and those which are still outstanding.
+
[[File:Service_Categories.png|right|500px|Link=]]
−
:::* '''Stages and Checkpoints''' -  This will show both the process stages and the defined checkpoints for each stage.  This will give the subscribed customers the same level of visibility of the requests progress as the analysts see, and will allow them to see which stages and checkpoints have been completed and what is still outstanding to complete.
+
:: 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>
 
</div>
 
</div>
−
<div class="mw-collapsible-content"><div class="mw-collapsible-content"><div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:800px">
+
 
−
:* Request Actions
+
:* '''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]]'''
 +
:: 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 class="mw-collapsible-content">
−
[[File:Request_Actions.png|center]]
+
<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.  
  
−
:: Define which actions are available to analysts working on requests raised against the Service. It is possible to configure which Action Icons will appear on the Action Bar on the different request forms for each Service.  It is possible to configure different Actions per request type per Service.  
+
:* '''Email Template'''
 +
:: The Email Template is an optional setting that allows you to associate an email template which will be used when sending emails from within a request using the [[Email Action Item]]. If left blank, the email template specified in the ''app.email.template.request.sendMessage'' Service Manager Setting. If both the Email Template option and the Service Manager Setting are not set, a blank plain text email will be sent without a template.
 +
 
 +
:* '''Form Designer'''
 +
:: It is possible for you to define custom fields to use against each request type per service.  Using the form designer you can edit which default fields will be displayed in the '''Details''' section of each request form, as well as add new fields, set field  validation, configure mandatory options and using drag and drop to re-order how the required fields will be displayed.
 +
 
 +
:* '''Portal Process Tracker'''
 +
[[File:HUD_Portal.png|right|500px|link=]]
 +
:: When a Business Process Workflow is being used to support either the Service Requests or Incidents, it is possible to define what level of visibility you wish to give to your customers of the Process Tracker.
 +
:::* '''Off''' - The Process Tracker is hidden from customers.
 +
:::* '''Stages Only''' - Only the top level of the Process Tracker that shows the stages will be displayed.
 +
:::* '''Stages and Checkpoints''' -  This will show both the Stages and the checkpoints.
 +
 
 +
:* '''Request Actions'''
 +
[[File:Request_Actions.png|right|500px|Link=]]
 +
:: Define which Actions are available to users on the Request Action bar when working on requests raised against the Service.
  
 
:: An example being you may choose not to enable the 'Escalation' Action against Service Requests if you are not using Priorities for requests of this type for a particular Service.  However you have this available for Incidents and Problems where you have chosen to use priorities for those request types.
 
:: An example being you may choose not to enable the 'Escalation' Action against Service Requests if you are not using Priorities for requests of this type for a particular Service.  However you have this available for Incidents and Problems where you have chosen to use priorities for those request types.
  
−
::* The Default position is all Actions Icons are available for all request types
+
:::* Enable or Disable an Action by clicking on the Action Icon for each Request type
−
::* Enable or Disable an Action by clicking on the Action Icon for each Request type
+
:::* Hover over each Action Icon to see a tooltip with the Action's purpose.
−
::* Hover over each Action Icon to see a tooltip with the Actions purpose.
+
:::* Globally manage which Action items are enabled when a request is on-hold through '''[[Request Settings]]'''
 +
 
 +
:* '''Request Categories'''
 +
[[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>
 
</div>
−
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</div>
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:* Request Categories
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:* '''[[Request Catalog |Catalog Items]]'''
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:: 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.
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:* '''[[Request Sub-statuses|Sub-Statuses]]'''
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:: 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.
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</div>
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== [[File:Releaseicon.png|25px|link=|Release]] Release ==
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<div style="width:73%">
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:* '''Release Configuration'''
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<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More">
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:: Setup and configure Release Management for this Service.
 
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[[File:Service_Categories.png|center]]
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<div style="border:1px solid #e6e6e6; background:#f2f2f2; width:99%; padding:4px; margin-bottom:10px;">
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:: 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 requests against each Service.
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:* '''Enabled / Disabled'''
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:: 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.
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:* '''Workflow'''
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:: 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.  
  
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::* The default position is to use the root of the category tree for all request types against all Services.
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:* '''Email Template'''
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::* Configure a different starting level per request type for each service by clicking on either the '''Category Level''' or '''Resolution Category Level''' options and choosing a different starting level.
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:: The Email Template is an optional setting that allows you to associate an email template which will be used when sending emails from within a request using the [[Email Action Item]]. If left blank, the email template specified in the ''app.email.template.request.sendMessage'' Service Manager Setting. If both the Email Template option and the Service Manager Setting are not set, a blank plain text email will be sent without a template.
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::* Once configured only child levels of the category tree will be presented when adding a category to a request via Progressive Capture or the Request Details forms.  
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:* '''Form Designer'''
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:: It is possible for you to define custom fields to use against each request type per service.  Using the form designer you can edit which default fields will be displayed in the '''Details''' section of each request form, as well as add new fields, set field  validation, configure mandatory options and using drag and drop to re-order how the required fields will be displayed.
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:* '''Portal Process Tracker'''
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[[File:HUD_Portal.png|right|500px|link=]]
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:: When a Business Process Workflow is being used to support either the Service Requests or Incidents, it is possible to define what level of visibility you wish to give to your customers of the Process Tracker.
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:::* '''Off''' - The Process Tracker is hidden from customers.
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:::* '''Stages Only''' - Only the top level of the Process Tracker that shows the stages will be displayed.
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:::* '''Stages and Checkpoints''' -  This will show both the Stages and the checkpoints.
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:* '''Request Actions'''
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[[File:Request_Actions.png|right|500px|Link=]]
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:: Define which Actions are available to users on the Request Action bar when working on requests raised against the Service. 
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:: An example being you may choose not to enable the 'Escalation' Action against Service Requests if you are not using Priorities for requests of this type for a particular Service.  However you have this available for Incidents and Problems where you have chosen to use priorities for those request types.
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:::* Enable or Disable an Action by clicking on the Action Icon for each Request type
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:::* Hover over each Action Icon to see a tooltip with the Action's purpose.
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:::* Globally manage which Action items are enabled when a request is on-hold through '''[[Request Settings]]'''
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:* '''Request Categories'''
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[[File:Service_Categories.png|right|500px|Link=]]
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:: 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.
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::'''Note:''' If the Category Level is filtered to the last level on a branch, no Categories will be visible for selection.
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<BR>
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</div>
 
</div>
 
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:* Self Service
 
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:: When defining a service it is possible to decide if the subscribed customers will have the option to raise either an Incident or a Service Request against the service. In most cases it will be one or the other but it is possible to provide both options per service. 
 
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:::* Making the '''Incident''' type visible will enable a '''Get Help''' button against the service on the Service and Customer portals.
 
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:::* Making the '''Service Request''' type visible will enable a '''Raise Request''' button against the service on the Service and Customer portals.
 
  
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:: The default setting is to enable both Incidents and Service Requests for each Service, however to improve the customer experience and make it simpler for them to understand what action to perform on the portals, you can turn one or both options on or off.
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:* '''Catalog Items'''
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::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.  
  
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:: The default text of the above buttons can be customized via the Portal configuration options in the administration portal, under the configure portals options, and translations options.
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:* '''[[Request Sub-statuses|Sub-Statuses]]'''
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</div>
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:: 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.
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</div>
 
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<div class="mw-collapsible mw-collapsed" data-collapsetext="Show Less" data-expandtext="Read More" style="width:800px">
 
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:* The Request Catalog
 
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<div class="mw-collapsible-content">
 
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:: Request 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:
 
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::* A unique Progressive Capture Script
 
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::* A unique Business Process Workflow
 
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::* Publish in multiple languages
 
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::[[Request Catalog| Read more... ]]
 
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</div>
 
 
</div>
 
</div>
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[[Category:Service Manager]]
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-->
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[[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.

Request Configuration

Retrieved from "https://wiki.hornbill.com/index.php?title=Services_Request_Configuration&oldid=32389"