Services Request Configuration

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Introduction The Service Request Configuration lets you define a number of elements for the different request types that are used for each Service.

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Configuration

• 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.

• Portal Process Tracker

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

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.

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
• Hover over each Action Icon to see a tooltip with the Actions purpose.

• Request Categories

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.

• The default position is to use the root of the category tree for all request types against all Services.
• 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.

• 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.

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:

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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.

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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 will place the request's status to On-hold and stop any allocated Service Level Target timers.

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