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Configuring Service Request Management Module_SRM

Configuring Service Request Management Module_SRM

Apr 23, 2024

Service Management Help

Service Request Management

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You can configure values for the various components of the Service Request Management module (also called Request Fulfillment). Based on the configuration, the values or fields are displayed for a Service Request (SR) raised for a Tenant.

To Configure Service Request Management Module:

  1. Select Admin > Basic > Infrastructure > Tenant.

  2. On the TENANT page under the LIST section, select the Tenant Name for which you want to configure the Service Request Management module.


    Figure: TENANT page

    Note:

    On the above TENANT page, Department Code, Display Name, and Description about the selected Tenant is displayed. If the Active check box is selected, it indicates that the selected Tenant is an active Tenant. The various module configured, not configured, and disabled for the Tenant is displayed on the page by the different color check marks: Orange indicates not configured module, Green indicates configured module, and Grey indicates disabled module.

  3. Click CONFIGURE DETAILS on the ACTIONS panel and select SERVICE REQUEST under MODULES section. The details about the Service Request Management module are displayed under the DETAILS section. For more information about the fields on the DETAILS section, see Field Description.

    1. Type in the required details and make appropriate selections, and then click SUBMIT.

      TENANT page: Configuring Service Request Management module - For Approver

      Figure: TENANT page: Configuring Service Request Management module - For Approver

      Field Description

      The following table describes the fields on the For Approver section of TENANT page:

      Field

      Description

      Field

      Description

      For Approver

      CONFIGURE APPROVER DETAILS

      Configure the fields in this section to display in the NEW SERVICE REQUEST, SERVICE REQUEST DETAILS and APPROVE SERVICE REQUEST page

      Skip Repeated Approvals

      If selected, if the same Approver is configured at different levels, the Approver needs to approve only once and rest of the approval levels are skipped. Example: If John is configured at Level 1, 3, and 5 of the approval matrix, John needs to approve at Level 1, and Level 3 and 5 are skipped. However, the approvals are not skipped for Group Approvals.

ACTIONS

This section explains all the icons on the ACTIONS panel of the TENANT page.

SHOW LIST

Click SHOW LIST to display the LIST table showing all the configured Tenants.


Figure: TENANT page: List of Tenants

  • To update a Tenant detail, click the configured Tenant Name. Make appropriate changes and click SUBMIT.

  • To display the inactive Tenants, click the Include Inactive check box.

Note:

When the list Tenants is displayed under the LIST table, the ADD NEW and TENANT LABEL DISPLAY actions are displayed on the ACTIONS panel. 

  • Click ADD NEW to configure a new Tenant.

  • Using the TENANT LABEL DISPLAY action, you can configure a name for Tenant label. Type in the name for the Tenant label in the Tenant Label Display text box. Click SUBMIT to save the changes.

SHOW TENANT

Click SHOW TENANT to view the details of the selected Tenant. 

CLASSIFICATION

Click CLASSIFICATION to configure Classification. For more information, see Configuring Classification in Service Management.

CLOSURE CODE

Click CLOSURE CODE to configure Closure Codes. For more information, see Configuring Closure Codes in Service Management.

FEEDBACK QUESTIONS

Click FEEDBACK QUESTIONS to configure Feedback Questions. For more information, see Configuring Feedback Questions.

IMPACT

Click IMPACT to configure Impacts values. For more information, see Configuring Impact For Administrator_SR.

PENDING REASONS

Click PENDING REASONS to configure Pending Reasons. For more information, see Configuring Pending Reasons.

PRIORITY

Click PRIORITY to configure Priorities. For more information, see Configuring Priority_SRM.

RESOLUTION CODE

Click RESOLUTION CODE to configure Resolution Codes. For more information, see Configuring Resolution Codes.

ANALYST

Click ANALYST to configure details for Analysts. For more information, see SummitAI Platform Online Help.

SLA SERVICE WINDOW

Click SLA SERVICE WINDOW to configure SLA Service Window details. For more information, see Configuring SLA Service Windows.

URGENCY

Click URGENCY to configure Urgency values. For more information, see Configuring Urgency_SRM.

WORKGROUPS

Click WORKGROUPS to configure Workgroups. For more information, see SummitAI Platform Online Help.

Note:

The red asterisk on the icons on the ACTIONS panel indicates that all of these values must be configured to complete configuration of the Service Request Management module for the selected Tenant. The orange color bar on the icon on the ACTIONS panel means that a particular value is not configured. The green color bar on the icon indicates that it is configured. Until all the icons marked in red asterisk is configured for the selected Tenant, the Service Request Management module will not be available to the selected Tenant. This means the selected Tenant will not be available to the users while raising SRs until all the mandatory configuration values are configured.