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Types of Service Request

Modified: 2011/08/30 13:01 by pnarbonne - Categorized as: Configurations

This page is in the process of being edited, it may be incomplete or contain errors.

Service requests (SR) are usually standard services offered to customers / users and are usually managed by the Service Desk. Unlike the incidents, which must be resulved as quickly as possible with minimal impact on business, SR refer to execution delays, contain pre-defined steps (tasks), and have a minimum impact on the infrastructure. The SR management allows:

Separate service requests from incidents, which have a completely different nature, with different goals and treatment
Establish execution targets for each type, and pre-configured tasks
Provide instructions and procedures for each type, and create custom forms
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After the SR types created, they can be made visible on the self-service Web portal, and a custom form can be offered to the users. See the article Custom Web forms creation.

Here is an example of a SR structure, showing different types that can be configured:

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Configuration

First, you must identify types of SR that are offered by your IT organization; see if some of them can be combined to simplify and reduce the number of SR types.

In Octopus, you can categorize Service Requests. Consider a categorization that will aim an intuitive search by the Service Desk when they create SR, or by the users on the self-service Web portal (if enabled). Edit

To add a category or a SR type

1. Go to "Tools > Reference Data Management..."

2. Open Service Request > Types and right-click on "Add". The system will as if you want to create a SR type or a category

Adding a category

3. Type in a French / English description and save

Adding a type (below a category or directly under "Types")

4. In "Identification" section, type in a subject (French / English). You can:

- Associate a category and a sub-category

- Automatically assign a group and/or an assignee

- Internal Procedure : used when creating Octopus scheduled jobs

(see article Scheduled jobs)

5. To get this SR type visible on the self-service Web portal, you must check the option in "Self-service Web" tab. A personalized form can be developed from this tab(see article article "Custom forms" (in construction) Edit

To delete a SR type

6. Right-click on the type and select "Delete".

What you must know :

It is impossible to delete a SR type that has been used for creating a request. You have then two options: uncheck the "Active" checkbox to deactivate the type, or merge the type with another one.

Merging remove the link between the SR and the source type and create a new link to the destination type, and the source type is then automatically deleted.

You must delete SR type(s) before being able to delete a category.

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Creation of task(s)

Execution steps of a service request can be defined in advance by configuring one or several tasks for a type, but this is not mandatory to use a SR (internally or by the Web portal).

Please see article "Creation of tasks" detailing task creation steps.

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Execution delays

To each SR type is associated an execution delay. This is based on the averable capability of a team to deliver the requested service. Standard execution delays can be configured for different SR types the following way:

1.   Go to Tools > Options...

2.   Go to sub-section Process targets for service requests (SR) in section 2 - Service Level Agreement (SLA)

3.   For each type, indicate the maximum execution delay and the time unit