Service Request
A Service Request is a specific kind of request made by users or customers to access a particular service or seek assistance with an IT-related issue, according to IT service management (ITSM). The goal of ITSM is to supply and manage IT services in a way that satisfies both user and organizational needs.
The specifics and specifications of the Service Request will vary depending on the kind of service being requested.
The Service Request can be converted into a Project by adhering to the following steps:
Create Projects for Service Requests
Service Requests logged by End User can be converted into Projects. These Service Requests are broken down into tasks that are tracked in terms of Time and Effort.
The additional feature of a check box is being added to create projects from service requests.
Figure: Create Project for Service Request
Service Catalog Configuration
The following are the steps for the Service Catalog configuration. To create a Project from a Service Request, continue to the below steps.
- Navigate to Catalog > User > Edit Catalog > Additional Info page.
- Enable the checkbox ‘Create Project for Service Request’.
Figure: Create Project from Service Request
The below table provides an overview of the fields available.
Field | Description |
Create Project | Enable the check box if the Project needs to be created from Service Request. |
Create Project when Service Status is changed to | Choose the status from the drop-down menu where the project should be created. Example: New, In progress, Approved Note: Project will be created when the Service request’s status is changed to the specified value. |
Process Model | Specify the process model which is set at the Catalog level. Example: Agile or Waterfall |
Set Mapping between Service Request form | N/A |
Form Attributes | Specify the attributes on the Catalog form that need to be inherited by the Project |
Project Attribute | Choose the attributes on the Project form that needs to be inherited from the Catalog form |
Active | Choose the active button to activate the mapping. |
Actions | Enable the button to insert a new row in mapping. |
Project Template | Choose the project Template from the dropdown list. Example: Existing Template, None Note: When project Template is set to None, the Project will be created without any tasks. |
Template Name | When the Project Template is chosen as existing, a Template Name has to be specified. |
Auto-populate Mandatory fields
When the project is created from a Service request, the mandatory attributes need to be auto-populated. The Mandatory fields are displayed in the image shown below.
- Project Name
- Customer
- Department
- Status
- Planned
- Process Model
Figure: Project Details Page
Map Non Mandatory attributes
The non mandatory attributes of the Project can be mapped to the Catalog form attributes while configuring Catalog.
Figure: Map Non-Mandatory Attributes
Task Templates
When a Project is created from a Service Request, the Service Catalog can also be configured to incorporate a fixed set of tasks. This can be done by enabling the Project Template
Figure: Project Template from Existing
When the Project Template is selected as ‘None’ the subsequent Project is created without any Tasks.
When the Project Template is selected as ‘Existing Project’, it displays a new dropdown ‘Project Name’
Figure: Existing Project Template
The Tasks and Activity list should be automatically created when the Project Name is specified based on Admin access and the Process Model selected.
The project start date will be the date of creation. The Task and Activity dates on the new project will be recalculated. The duration of tasks will be recalculated based on the new project.
Figure: Task and Activity
Service Request Changes
When the project is created, the details will be displayed on the Service Request form in the General tab and Relationship tab.
Figure: Project details in Service Request Form – General
Figure: Project details in Service Request Form – Relationship
Project Record Changes
If the Project was created from a Service Request, the Service Request ID would be available as a hyperlink on the new Project Record.
The Service Request can be accessed by navigating to the SR link.
Figure: SR Link on Project Details
Filter Projects
Projects can be filtered based on their source by using a Filter option on the ACTIONS panel.
Figure: Filter on Source
The ‘Source’ as column can be added to the Project’s list by clicking CONFIGURE COLUMNS action. The Column should be available in the Column configuration and also available to Export to Excel.
Figure: Configure Columns
Custom Schedule Service Request to Projects
The Service Requests can be scheduled to autorun at a particular time to be converted to Projects. To configure the Custom Scheduler, go to the following steps.
- Navigate to Admin > Basic > Infrastructure > Custom Scheduler.
- Under the ACTIONS panel click ADD NEW.
The subsequent window displays the configuration for Scheduling Service Requests to Projects. For more information on the same, refer to the table below.
Figure: Custom Scheduler
Field | Description |
Monitoring Source* | Specify the source from which the Scheduler job has to run. |
Job Name* | Choose a unique name for the job. |
Job Option* | Select from the drop down menu the job action that needs to run. Example: Automated Project Creation from Service Request |
Schedule Type | Specify if the Scheduler needs to run one time or on a recurring basis. |
User Id | Specify the user Id. |
Password | Specify the password. |
Stop the Job if it runs more than | Select the hours after which the job needs to stop. |
Frequency | |
Occurs | Select the frequency of the job. Example: Daily, Weekly, Monthly |
Recurs Every | Choose the number of days when the Scheduler has to run. |
Daily Frequency | |
Frequency | Specify from the drop-down if the Scheduler needs to run once only or as a recurring activity. |
Time | Choose the time when it has to be scheduled. |
Starting At | Select the hours and minutes when it will Start. |
End At | Specify the hours and minutes when it will end. |
Duration | |
Start Date | Specify the Start date of the Scheduler. |
End Date / No End Date | Choose from the drop down if it has to end after a specified period of time or as a recurring job. |
Time Zone* | Select the time zone according to the job requirement. |