Viewing Updating Service Request Details_SRM

CLASSIFICATION

Urgency

Select the Urgency level from the list to indicate the Urgency level for the SR.

Priority

Select the Priority from the list to indicate the Priority for the SR.

Impact

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

Service Window

Specify the Service Window details.

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

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.

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.

ATTACHMENT

You can upload communication history in this section.

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.

Status

Select the status of the Partner Incident.

Urgency

Lists the configured Partner Incident Urgency options. Select the Urgency option from the list.

Start Date

Specify the date and time on which the Partner Incident is initiated. Click the Calendar icon to select the start date of the Partner Incident.

Impact

Lists the configured partner incident Impact options. Select the Impact option from the list.

Resolution Deadline

Specify the resolution deadline provided by the Partner for an Incident. Click the Calendar icon to select the resolution deadline date of the Partner Incident.

Priority

Lists the configured Partner Incident Priority options. Select the Priority option from the list.

End Date

Specify the date at which the Incident has been closed. Click the Calendar icon to select the start date of the Partner Incident.

Underpinning Contract

Lists the mapped underpinning contract options for the Partner Incident. Select the Underpinning Contract from the list. The Underpinning Contract defines the various SLA to be met for the Incident.

SLA Violated

Displays the SLA status for both response and resolution time as violated or not.

• SLA Violated = Yes
• SLA not Violated = No

Solution

Specify the solution that is provided to resolve the incident as mentioned in the Incident.

Script Name

Displays the name for the executed script.

Status

Displays the status of the script execution.

Executed Time

Displays the time when the script was executed.

Output

Displays the output of the script execution.

Next Run Time

Displays the date and time when the script will execute again.

Mode

Displays if the script will executed automatically or will need any manual intervention.

Column Name

Displays the type of modification on the SR.

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.

Service Request Flow

Displays the Service Request flow details.

Mail History

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

Effort History

Displays the time spent by the Analyst on the SR.

Type Description

Displays the type of communication history: Description of the SR, User communication, Private log.

Date

Displays the date of the communication.

Provided By

Displays the name of the user who logged the communication.

Date

Select a date to send the reminder. Click the Calender icon to select the date.

Comments

Type in any additional comments about the reminder activity.

Create Incident

Select this check box to log an Incident on behalf of the user for reminder activity. If selected the following fields are displayed:

• Workgroup: Select the Workgroup to which the Incident should be assigned.
• Symptom: Type in the symptom to log an Incident.
• Description: Type in the description for the Incident.

Notify Users

Select the users to whom you want to send the reminder.

• Self: Click the check box to send e-mail notification to yourself
• Assigned To: Click the check box to send e-mail notification to the assigned Analyst.
• Caller: Click the check box to send e-mail notification to the Caller.
• Other Users: Select other users to whom reminders should be sent. You can filter the users by Workgroups and Customer.
  • Filter by Workgroup: Select a Workgroup to sort the users based on the selected Workgroup.
  • Filter by Customer: Select a Customer to sort the users based on the selected Customer. A list of available users is displayed in the Available Users text area based on the filter criteria. Select the users you want to send the reminder to and click  icon to add the user to the Selected Users list. To remove a user from the Selected Users list, select the user name and click  icon.