Services Request Configuration
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IntroductionThe 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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Incident
- Incident Configuration
- Setup and configure Incident Management for this Service.
- 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.
- 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.
- 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.
- Request Actions
- 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
- 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.
-
- 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 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.
Request
- Request Configuration
- Setup and configure Request Management for this Service.
- 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.
- 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.
- 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.
- Request Actions
- 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
- 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.
-
- 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 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.
Problem
- Problem Configuration
- Setup and configure Problem Management for this Service.
- 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.
- Request Actions
- 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
- 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.
-
- 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
- Known Error Configuration
- Setup and configure Known Errors for this Service.
- 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.
- Request Actions
- 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
- 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.
-
- 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
- Change Configuration
- Setup and configure Change Management for this Service.
- 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.
- 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.
- 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.
- Request Actions
- 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
- 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.
-
- 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.
Release
- Release Configuration
- Setup and configure Release Management for this Service.
- 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.
- 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.
- 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.
- Request Actions
- 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
- 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.
-
- 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.