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Technical Documentation
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2020-11-17_10-57-41_.Viewing Updating Service Request Details_SRM vTahoe
You can view, or modify the general details of a Service Request (SR), maintain user logs and Workgroup logs, establish Parent and Child relationship, type in additional information as configured by the Administrator, add Partner, click TRANSFER to transfer Incidents Information and Checklist, and see other related Incidents or Change Records (CRs).
On the SERVICE REQUEST LIST page, click the Filters icon on the ACTIONS panel and select the appropriate filter options to view the list of Service Requests.
Select the SR ID of the SR that you want to view or update. The basic information about the SR is displayed in the left column of the SERVICE REQUEST DETAIL page (Also see: Various Sections of the Page).
View the Service Request details or make the required changes. For more information about the fields under the various tabs of the SERVICE REQUEST DETAIL page, see Field Description.
Click SUBMIT to save the changes.
Changing SR Status
The status of the SR in green color indicates the current status of the SR. To change the status of the SR, click the appropriate status, and then click SUBMIT.
Scheduling SRs
You can schedule SRs by specifying the Schedule Date under the GENERAL tab of the SERVICE REQUEST DETAILS page. For more information about scheduling SRs, see GENERAL tab.
SR Routing
An SR with a configured User Group in the Approval Matrix is sent to an Approver who is at the same location as the User.
SR Approval Process - VIP Users
If a VIP User is configured as an Approver for a SR, the SR directly goes to the VIP User for approval and the other levels of approval are skipped unless there is a User Group in the Approval Matrix.
SR Notifications for Status Change
When a SR is requested for a Service Catalog with a configured User Group Approver in the Approval Matrix and if an Approver from the User Group changes the status of the SR to Approve, Reject, or Forward To, the other Approvers of the User Group receive an e-mail notification about the status change.
Various Sections of the Page
This section explains the various sections of the SERVICE REQUEST DETAIL page.
Figure: SERVICE REQUEST DETAIL page
Section 1
On clicking the down-arrow next to the SR number, you get a submenu, Create Change Record, see Creating Change Records (CRs) in Service Management.
Section 2
Following are the icons in this section that you can use to perform specific actions:
Field
Description
Field
Description
icon
Click this icon to display CALLER DETAILS pop-up page. You can view general details and additional information about the Caller.
Figure: CALLER DETAILS pop-up page
Note: By clicking Caller Name also the users can view the CALLER DETAILS pop-up page.
icon
Click this icon to display the Address Book from where you can select the e-mail ids of the users who should get e-mails related to the updates of the SR.
icon
Click this icon to select the notification method (example: E-mail, Phone, Chat, SMS) by which the selected set of users are notified about any updates about the SR.
Figure: Notification Method pop-up page
icon
Click this icon to start a chat with the End User. An e-mail is sent to the End User. The End User can click the chat link from the mail and start chatting with you (see: Chatting with Analysts).
icon
Click this icon to view the chat history details associated with the Service Request. Viewing chat history for SRs is exactly same as viewing chat history for Incidents (see: Viewing Chat History).
icon
Click this icon to view the Category-wise distribution of the SRs logged by the user. For more information about USER SERVICE REQUEST HISTORY page, see Viewing Service Request History.
icon
Click this icon to request a Remote Desktop Sharing session. For more information about REMOTE DESKTOP SHARING page, see Remote Desktop Sharing 1.
Logged By User Name
Click the Logged ByUser Name link to display the USER DETAILS pop-up page. On the USER DETAILS pop-up page, you can view general details and additional information about the User.
Figure: USER DETAILS pop-up page
Attachments
Click the Upload icon, choose the file you want to attach and click Open. Click Submit.
Note:
The User 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.
The End User can view the uploaded attachments on the Service Request Details page (Request > User >MyServiceRequests).
Catalog Attachment
You can view the catalog attachment under the Catalog Attachment section.
Note:
Under the Catalog Attachment section, the Multi-valued Group attachments are not displayed.
Section 3
This section displays the possible status values of an SR. The current status of the SR is indicated with a green highlight color. You can also change the status of the SR, see Changing SR Status.
Section 4
These are the various tabs available on the SERVICE REQUEST DETAIL page.
Note:
The orange color dot on the tab indicates that relevant information is available under the tab.
The numbers on the CHECKLIST tab indicates the number of tasks you need to perform before resolving an SR.
The numbers on the RELATIONSHIP tab indicates the number of records (Incidents, Service Requests, Change Records, and so on) to which the SR is related.
The asterisk mark on the tab indicates that there are some mandatory fields, which are not filled in.
For more information about the fields under these tabs, see Field Description.
Section 5
This section displays the various actions that you can perform on the SERVICE REQUEST DETAIL page, see ACTIONS.
Section 6
This section displays the various information about the Caller of the Service Request.
Field Description
The following table describes the fields on the SERVICE REQUEST DETAIL page.
You can provide general information about the Service Request (SR) under the GENERAL tab. You can provide details about the SR, such as Workgroup, assigned Analyst, response time, solution, and so on.
Figure: GENERAL tab
The following table describes the fields under the GENERAL tab:
Field
Description
Field
Description
CLASSIFICATION
Urgency
Search and select the Urgency level from the list to indicate the Urgency level for the SR.
Priority
Search and select the Priority from the list to indicate the Priority for the SR.
Impact
Search and select the Impact from the list to indicate the Impact of the SR.
Classification
Lists the various Classifications under which the SR can be considered for resolution. To select the Classification, click the Search icon. The Classification list page is displayed. You can use the Expand icon to view the Sub-classifications in the Classification tree. Select a Classification that you want to associate with the SR.
Category
Lists the various Categories under which the SR can be considered for resolution. To select the Category, click the Search icon. The Category list page is displayed. You can use the Expand icon to view the Sub-categories in the Categories tree. Select a Category that you want to associate with the SR.
ASSIGNMENTS
Workgroup
Select the Workgroup to which you want to associate the SR.
Schedule Date
Click the Calendar icon to select the scheduled date and time for the SR (scheduling SRs).
Assigned To
Select the Analyst to whom you want to assign the SR. Click the Analyst icon to view the workload of the Analyst. It displays the number of SRs and Work Orders assigned to the selected Analyst along with their status.
Following statuses are available in the Availability Status drop-down field on the MY PROFILE page.
Online (Green)
Offline (Grey)
Away (Amber)
For more information, see Viewing and Updating Your Profile Details in SummitAI Platform.
Online
By default, after a successful login into the Application, the Availability Status is auto-set to Online and a green dot is displayed on the Profile icon. A different status is displayed when the Analyst modifies it to another status.
Note:
The Availability Status of an Analyst is Online when the Analyst is logged into the Application using the SummitAI Mobile App.
Away
The Away status is displayed on the Profile icon in the following scenarios:
The Analyst manually changes the Availability Status to Away on the MY PROFILE page.
Analyst is logged in, however, the Analyst's session is auto-timed out by the Application or forcefully timed out.
Offline
The Offline status is displayed on the Profile icon in the following scenarios:
The Analyst is not logged into the Application on the current day (today).
The Analyst manually changed the Availability Status to Offline on the MY PROFILE page.
When the Analyst logs off from the Application manually.
Service Window
Search and select the required Service Window from the drop-down list.
Response SLA
Displays the Response SLA date and time.
Deadline: Displays the response date and time that is calculated based on the Priority and SLA details of a SR.
Actual: The time is updated automatically in this field, whenever an SR is assigned to an Analyst.
Resolution SLA
Displays the Resolution SLA date and time.
Deadline: Displays the resolution deadline in terms of date and time, which is calculated based on the Priority and SLA details of a SR. Note: If you change the status to Pending, the date and time values are cleared. The SLA clock stops when the SR status is changed/updated to pending.
Actual: Displays the resolution date and time of a SR, whenever the status of SR is changed to Resolved.
Violation
Displays the SLA status for both response and resolution time as violated or not, Yes or No. If the value is Yes, the Violation Reason must be provided.
SOLUTION: This section is displayed only for a resolved SR.
SOLUTION
Type-in the solution for the resolved SR.
RESOLUTION CODE
Select the Resolution Code for the SR.
CLOSURE CATEGORY
Select the Closure Category for the SR. Click the Search icon to select the Closure Category.
You can share the user log with the End User as comments under COMMUNICATION tab. These comments are sent to the End User and to the default and specified CC e-mail members automatically through an e-mail when you click the SUBMIT button. The Private Log information is shared with the other team members or the members of other Workgroups through an e-mail. Also, the follow-up can be recorded based on the number of times the End user followed-up with Analyst.
Figure: COMMUNICATION tab
The following table describes the fields under the COMMUNICATION tab:
Field
Description
Field
Description
User Communication
Type in the SR information that you want to share with the End User through an e-mail.
Private Log
Type in the SR information that you want to share with other members of your team or the members of other related Workgroups. Whenever you type in information in this section, an e-mail is sent to all the team members of the Workgroup. These e-mails are not sent to End Users or Callers. When you reply to an escalation e-mail, the reply is updated here and an e-mail is sent to all the team members of the Workgroup and the Workgroup Owner.
Actual Efforts
You can log in the actual effort required for the Service Request.
Analyst Internal Communication
Type in the Service Request information that you want to share with other members of your team or the members of other related Workgroups. Whenever you type in information in this section, an e-mail is sent to all the team members of the Workgroup. These e-mails are not sent to End Users or callers. When you reply to an escalation e-mail, the reply is updated here and an e-mail is sent to all the team members of the Workgroup and the Workgroup Owner.
FOLLOW-UP DETAILS
Record End User Follow-up
If this check box is selected,the number of times the End user followed-up with Analyst is recorded.
Follow-up Count
Displays the total number of Follow-up Count.
Remarks
Specify the follow-up Remarks.
ATTACHMENTS
Click the Upload icon, choose the file you want to attach and click Open. Click Submit.
Note:
The User 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.
The End User can view the uploaded attachments on the Service Request Details page (Request > User >MyServiceRequests).
Note:
Updating the Private Log and User Communication is mandatory if the SR is assigned to a different Workgroup or status of the SR is changed.
When the user updates the Service Request through the e-mail, the update is displayed in the USER COMMUNICATION section.
There may be a list of actions you need to perform before resolving an SR. Under the CHECKLIST tab, you can verify these actions (if configured by the Administrator) and complete them before resolving the SR. Based on what action is taken on the Task, update the Task Status and provide your remarks in the Remarks text box.
Figure: CHECKLIST tab
You can link related Incidents, Problem Records (PRs), Assets, CIs, Events, and so on to the SR or allocate Assets to the user based on the SR, using the Link list under the RELATIONSHIP tab. You can also create new Incidents, Change Record, Work Order or Purchase Request and link to the SR using the Create list.
To link any module to a Service Request:
Click the module name on the Link drop-down list. The RELATIONSHIP pop-up page is displayed.
RELATIONSHIP tab
Figure: RELATIONSHIP tab
Enter the required details and click SEARCH. Figure: Example of Relationship search filters
Select the record to be linked and click LINK.
Figure: Example of Relationship search result
The linked record is displayed under the RELATIONSHIP tab.
Note:
You can link Procurement (Purchase Request) to a SR, if it is configured in Application Settings and for the Service Catalog (See Creating Service Catalogs in Service Management).
E-Procurement module is not a part of Service Management module. When you link Procurement (Purchase Request), click on the Purchase Request to view the details.
Figure: Purchase Request Details Click on the PR, PO, or GRN/SRN code link to view the respective details.
PR Details
Figure: PR Details
PO Details
Figure: PO Details
GRN Details
Figure: GRN Details
To Allocate Assets to a User from a Service Request:
Click Allocate Asset on the Link drop-down list. The RELATIONSHIP pop-up page is displayed.
Figure: RELATIONSHIP pop-up page
Specify the required details and click SEARCH.
Select the required Assets and click ALLOCATE. The ALLOCATE ASSET pop-up page is displayed.
Figure: ALLOCATE ASSET pop-up page
Specify the required details and click SUBMIT. The Asset is allocated to the Caller of the SR. After the Asset is allocated, the Allocated Asset is displayed under the RELATIONSHIP tab.
Figure: RELATIONSHIP Tab: Allocated Assets
Note:
The option Allocate Asset is available in the Link drop-down list if it is configured in the selected Service Catalog. For more information about creating Service Catalogs, see Creating Service Catalogs in Service Management.
You can provide details about any external vendor who is related to the SR under the VENDOR INFORMATION tab. You can add or view details of the external support where an external vendor or partner is involved. The external support details are not shared with the End User, but is added here for your reference.
Figure: VENDOR INFORMATION tab
The following table describes the fields under the VENDOR INFORMATION tab of the SERVICE REQUEST DETAIL page:
Field
Description
Field
Description
Vendor
Lists the configured Partner. Select the Partner name of the list.
Location
Type in the location of the Partner.
Configuration Item
Lists the mapped CIs for the Partner SR. Select a configuration item from the list.
Contact Person
Displays the name of the person who had helped to resolve or in providing the information over the customer SR.
Incident ID
Type in a unique identification number of a Partner Incident, which is logged by the vendor in relation to an SR. After enter the Partner Incident ID, it is mandatory to specify the Start Date and Incident Status details.
