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Service Management Help

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You can view the Service Request (SRs) logged for you, provide additional information, and update them.


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To view or update SRs:

  1. On the USER DASHBOARD page (Dashboard menu), click OPEN INCIDENTS under INCIDENT. Alternatively, select Request > User > My Service Requests.
  2. On the MY SERVICE REQUESTS page, you can view the list of SRs logged for you (Tile view or Tabular view).

    MY SERVICE REQUESTS (Tile view)
    Figure: MY SERVICE REQUESTS (Tile view)

    MY SERVICE REQUESTS (Tile view)
    Figure: MY SERVICE REQUEST (Tabular view)

  3. Select the SR ID of the SR that you want to view or update. The following page is displayed with all the details about the SR:

    Service Request ID or Details page (End User)
    Figure: SERVICE REQUEST page

  4. You can add attachments and provide additional information about your SR in the Additional Information text box. For more information about the fields on the SERVICE REQUEST page, see Logging Service Requests.

    Note
    titleNote:

    The End Users can upload an attachment (file, image or screenshot) with the same name for the second time or multiple times. The application saves both the old and new attachments.


  5. Click SUBMIT to save your changes.

    Note
    titleNote:

    You can view the name the Approver who has updated (Approved/ Rejected/ Referred back) the Service Request in the notification e-mails sent to you.

    Viewing Procurement Details on My Service Request Page

    The End Users can view Procurement details related to the Service Requests (Request >My Service Requests > Select the SR ID which is pending for Procurement) they have raised. This helps them to check the status of the Service Request, which requires procurement of products.  

    My Service Request page
    Figure: My Service Request page

ACTIONS

This section explains all the icons displayed on the ACTIONS panel of the SERVICE REQUEST page.

Anchor
Send Mail
Send Mail

Expand
titleSEND E-MAIL

Click SEND E-MAIL to send e-mails to Workgroup members, Analysts, caller, or user asking for information or update about a Service Request (SR).


Figure: SEND E-MAIL pop-up page

The following table describes the fields on the SEND E-MAIL pop-up page:

Field

Description

From

Enables you to send an email on behalf of an analyst by selecting a mail section or mail configure which is in the Summit.

Select Recipient

Allows the users to select listed recipients. Select the check box of the required recipient and click ADD TO to add it to the To list and click ADD CC to add it to CC list.

To List

Displays the list of users added to the To list.

CC List

Displays the list of users added to the CC list.

Subject

Type in the subject of the e-mail.

Body

Type in the body of the e-mail.

Note: Use the menu options provided to format your text. You can also add/remove links in the body.

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titlePRINT

Click PRINT to take a print of the SR details.

Print pop-up page
Figure: Print pop-up page

Anchor
Feedback
Feedback

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titleFEEDBACK

You can provide feedback to the resolved SRs. A FEEDBACK icon is displayed on the ACTIONS panel for the resolved SRs.


Figure: SERVICE REQUEST page

Click the FEEDBACK icon and provide your feedback in the pop-up page.


Figure: FEEDBACK pop-up page

Note
titleNote:

Resolution e-mails are sent to you after a SR is resolved. You can provide a feedback by clicking the link or image in the e-mail without logging into the application. The FEEDBACK page is pre-populated with the configured rating values based on the link/ image you clicked. You can change the ratings if required. The Administrators can configure this option by selecting the check box, Enable Feedback Page Without Authentication (see: Configuring Application Settings).

Expand
titleAUDIT HISTORY

Click AUDIT HISTORY to view the audit details about the SR. On the AUDIT HISTORY pop-up page, information, such as the fields that are modified (Column Name), the date of change (Change Date), the user who made the changes (Changed By), the value of the field before the change (Old Value), and the new value (New Value) are displayed.


Figure: AUDIT HISTORY pop-up page

Anchor
Chat History
Chat History

Expand
titleCHAT HISTORY

Click CHAT HISTORY to view the chat details related to the SR. The CHAT HISTORY pop-up page displays the details related to chat details with Analyst and with Assistant (Chatbot).


Figure: CHAT HISTORY pop-up page

Expand
titleCHANGE HISTORY

Click CHANGE HISTORY to view the changes that occurred on the Service Request, the user who made the changes, the date and time when the change was made, and also the previous and new values for the Service Request.


Figure: CHANGE HISTORY pop-up page

The following table describes the field on the CHANGE HISTORY page:

Field

Description

Column Name

Displays the type of modification on the Service Request.

Change Date

Displays the latest date and time at which the Service Request details was changed.

Changed By

Displays the name of the person who has changed or edited the Service Request details.

Old Value

Displays the old value of the field and is changed to a new value.

New Value

Displays the current value of the field.

Mail History

Displays the mail history details of the Service Request. Click the link More to view complete conversation details occurred between the User and the Analyst.

Anchor
Reopen
Reopen

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titleREOPEN

The REOPEN icon is enabled only for the resolved SRs. Click REOPEN to reopen a resolved SR if you are not satisfied with the solution provided for the SR . You cannot reopen closed SRs. In the REOPEN SERVICE REQUEST pop-up page, type in the reason for reopening the SR.


Figure: REOPEN SERVICE REQUEST pop-up page

Anchor
Close
Close
Anchor
Feedback
Feedback

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titleCLOSE

You can close the SRs manually if your SR is resolved and you are satisfied with the resolution provided to you. Click the CLOSE icon on the ACTIONS panel. Provide the closure remarks in the CLOSE SR pop-up page.


Figure: CLOSE SR pop-up page

Anchor
Cancel
Cancel

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titleCANCEL

Click CANCEL to cancel the SR. You can provide the cancellation remarks in the Cancel Remarks text box of the CANCEL SERVICE REQUEST pop-up page.


Figure: CANCEL SERVICE REQUEST pop-up page

An End User or an Analyst can cancel an SR if the following conditions are met:

  • An Analyst can cancel the SR that is in Open status.

  • An End User can cancel an SR that is in Pending for Approval status.

The option to cancel an SR is available if configured by the Administrator. For more information, see the For Analysts section in Configuring Service Request Management Module.

Anchor
Manual Escalation
Manual Escalation

Expand
titleMANUAL ESCALATION

Click MANUAL ESCALATION if you want to escalate the SR to a higher level. You can escalate the SR only if the Analyst fails to resolve the SR in the given SLA period. Select the escalation level from the Manual Escalation list and type in your comment in the Escalation Remarks text box in the MANUAL ESCALATION pop-up page. The Manual Escalation levels are configured by the Administrators (see: Configuring Manual Escalations).


Figure: MANUAL ESCALATION pop-up page

Expand
titleSUPPORT DOCUMENT

Click SUPPORT DOCUMENT to view the attached supporting document for the SR in the SUPPORT DOCUMENT pop-up page.


Figure: SUPPORT DOCUMENT pop-up page

Expand
titleSEND NOTIFICATION

Click SEND NOTIFICATION to notify the approver when the status of the SR is Pending for Approval.


Figure: SEND NOTIFICATION pop-up page

Note
titleNote:

Users can notify the approver only when it is configured for the Service Catalog and the status of the SR is Pending for Approval. For more information see Creating Service Catalogs.


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