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Configurations - Octopus standard model
Article summarizing all configurations of Octopus basic model.

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Types of Service Request

We present you a service request structure that takes into account two perspectives: the first one for IT organizations, with tasks creation defining the work flow, and the second one, for end users, by helping them submit different kind of Web forms.

The image below shows the basic default structure. For the users to rightfully use the Web portal and to establish a logical classification of the service requests, we propose a certain nomenclature to facilitate the identification of different types of requests (incidents and service requests) which will be available on the portal. You will notice that all first level types begin with the word "Request"; when choosing his request, the user will see a liste of the first level; once a level chosen, the requests from the corresponding list will appear.

In the incident templates, we suggest starting all the ones visible on the Web with the word "Problem" - they will be grouped together, since for a user that does not know ITIL, it is a computer problem (see article Incident templates for additional details on creating incident templates).

On the portal, a user will be able select a form to submit a service request or an incident. Note that internal service requests not available on the Web can also be part of the same structure.


Basic Service request structure:



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Tasks configuration

We have configured tasks for each service request part of the basic structure. The image below resumes all configurations applied to our basic model.

If you wish to download the Excel file and work with it, click here.



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Forms personalization

For each type of service request that will be visible on the Web portal, we can configure form using the custom fields. The image below represents a graphic resuming all types of form configured in the basic model.

If you wish to download the Excel file so that you can work with it, click here.