Service Management Help

Service Request Management

You can log Service Requests (SRs) related to your various needs, such as laptop requests, RAM upgrade request, keyboard request, software installation request, or information about leave policy, and so on using a configured Service Category as per your requirement. You can speak to CINDE who can help with your queries and raise SRs for you.

You can also log multiple Service Requests at time with the Service Catalogs Package.

Note:

You can ask CINDE who can help you with your queries and also raise SRs for you.
You can log SR from application Dashboard and Request module. See Log SRs from Dashboard and Request module.
You can log multiple SRs at a time with Service Catalog Packages. See Log multiple SRs with Catalogs Package.
You can log multiple SRs by uploading the MS Excel. See Log SR from MS EXCEL.
You can log SR from Cart. See Log SRs from Cart.
You can log an SR without Service Catalog if you are using Express edition License. See Logging Service Requests without Catalog.
You can log an SR by sending an Email and without logging in to SUMMITAI. See Logging Service Request via Email to SR Parser.

To log Service Requests from Dashboard and Request module:

On the USER DASHBOARD page (Dashboard menu), click NEW REQUEST under SERVICE REQUEST section. Alternatively, select Request > User > New Service Request.

Figure: MY DASHBOARD page
Note:

If you are an Analyst, you can log SRs for yourself. Select Request > User > New Service Request. The LOG NEW SERVICE REQUEST page is displayed.
The NEW SERVICE REQUEST page is displayed. Select the Tenant for which you want to log the SR. Select the Category, Sub-Category, and the Catalog/Package for the new SR under the DETAILS section. Alternatively, in the Search field, type in the Catalog/Package name or keyword and click the Search icon. A list of matching Service Catalogs/Package is displayed. Select the Service Catalog/Package for which you want to log the SR.
You can view the Categories, Sub-Categories and the Catalogs/Package in the Tree view and the Carousel view. Click to view the Categories, Sub-Categories and the Catalogs/Packages in the Tree view. Click to view the Categories, Sub-Categories and the Catalogs/Packages in the Carousel view. Click to view the Categories, Sub-Categories and the Catalogs/Packages in the Tile view.

Figure: LOG SERVICE REQUEST: Selecting Category (Carousel view)

Figure: LOG SERVICE REQUEST: Selecting Catalog (Carousel view)

Figure: LOG SERVICE REQUEST: Selecting Category (Tree view)

Figure: LOG SERVICE REQUEST: Selecting Category (Tile view)
The LOG SERVICE REQUEST page is displayed with the selected information. Based on the Service Catalog/Package and Service you select, the related fields are displayed. Type in the required details. For more information about the fields on the LOG SERVICE REQUEST page, see Field Description.

Figure: NEW SERVICE REQUEST-Approvals tab
Note:
1. If Package is selected, the Package Information page is displayed. On the Package Information page, you can view the Package Name, Description, and Catalogs. Using the Type in Search, you can search and select Groups or specific Catalogs.
  See Screenshot
  
  Figure: Package Information page
  Based on the Group/Catalog you select, the related fields are displayed.
2. The users can view the list of Knowledge Records relevant to the selected Service Catalog/Package and Service in the Recommended Solution(s) Found pop-up page. Click the Knowledge Record to view the details.
  See Screenshot
  
  Figure: NEW SERVICE REQUEST-Request tab
Click SUBMIT. A confirmation message is displayed with the newly created Service Request ID and USER DASHBOARD, MY SERVICE REQUESTS and NEW SERVICE REQUEST buttons. Based on the selection of a particular button, the end user is re-directed to the respective page, see screen shot.

Figure: Confirmation Message
Click ADD TO CART to add the SR to the CART.
Note:

To know more about logging multiple Service Requests with Catalogs package, click here.

Field Description

The following table describes the fields on the LOG SERVICE REQUEST page:

Field

Description

DETAILS

Tenant

Displays the selected Tenant.

Category

Displays the name of the Service Category to which the selected Service Catalog belongs.

Catalog Name

Displays the name of the selected Service Catalog.

Catalog Type

Displays the Catalog type.

Catalog Description

Displays the description of the selected Catalog.

Cc Recipient

Select the Cc recipient(s) from the list. The configured Cc recipient(s) are notified after the Service Request is logged or updated. The Cc Recipient field is displayed only when the Enable Cc Recipient check box is enabled for the selected Service Catalog under the ADDITIONAL INFORMATION tab of the Service Catalog FORM BUILDER page. Upon clicking the CC Recipient Search icon, an ADDRESS BOOK pop-up page is displayed where you can search users and save them under the Global Address Book section and click SELECT to display users for the CC Recipient field or , alternatively, move user details from the Global Address Book to User Address Book using Add to Address Book icon under the Actions column of the Global Address Book section. To select users for the CC Recipient field, select the user under the User Address Book, and click SUBMIT.

CC Recipient field - New Service Request or New Service Request for User page
Figure: CC Recipient field - New Service Request page

ADDRESS BOOK pop-up page
Figure: ADDRESS BOOK pop-up page

CC Recipient field with user details
Figure: CC Recipient field with user details

Note:

In the CC Recipient field, the user details are separated using semicolon when multiple users are selected.

Request Tab

Type in the required information in the fields displayed in this tab and click NEXT. You are navigated to the Approval tab.

Approval Tab

On the Approval tab, you can view the Approval levels and the Approver details.

Approvals tab
Figure: Approvals tab

Note: You can also set the Approver name if the Approval Type is User Selectable or the Approver name is not configured for the selected Approval Type.

Restrict User from self-selection as Approver

In the Approver selection the system doesn’t allow the selection of self as an approver when the approver is not mapped to the user or is in inactive state.

To ensure the above self-selection doesn’t happen, Admin must perform the following steps:

Navigate to Admin > Infrastructure > Tenant > Select the Tenant > ACTIONS > CONFIGURE DETAILS > Select modules as SERVICE REQUEST.
Navigate to the section For Approver > Allow Self Selection as Approver.

Figure: New option Allow Self Selection as Approver is introduced

Field

Description

Allow Self Selection as Approver

This is a non-mandatory check box which is by default selected.
If unselected the End Users cannot select themselves as Approver.
The selection is applicable to following Approval types:
For an unmapped End User and if the End User is mapped to RM but the RM has left the organization or inactive, the following table is applicable.

Approval Type	Not Mapped?	Inactive	Action
Reporting Manager	Yes	Yes	User can select themselves
Head of Customer (HOD)	Yes	Yes	User can select themselves
Custom Dynamic Table	Yes	Yes	User can select themselves
Technician Selectable	Yes	Yes	User can select themselves

A validation message is displayed to the End User when they try to add their own name as approver for Service Request (When Allow Self Selection as Approver is unselected at Tenant level by Admin).

1.Navigate to Request > User > New Service Request> Select Tenant > Select the Category, Sub-Category, and the Catalog/Package for the new SR under the DETAILS section.

2.The LOG SERVICE REQUEST page is displayed with the selected information. Based on the Service Catalog/Package and Service you select, the related fields are displayed. Type in the required details.

Example: Amy (End user) is raising a Service Request for a New Laptop where RM approval is required. Amy is a new employee and not mapped to RM. In Tenant level configuration - Allow Self Selection as Approver is unselected. Hence, while raising a Service Request, Amy cannot select herself as Approver and there is a validation message displayed for the same.

Figure: Validation message is displayed for End User Approval selection

Note

If an End User tries to raise an SR by sending an email and the Approver does not exist or is inactive, then the SR is not created.

Following are the use cases for different Approval types and the validation message must be displayed in all the following cases:

Case 1: Reporting Manager (RM)

A service catalog New laptop is configured with L1 approval as RM. Eega, a new employee has no RM mapped to her. While Eega is creating a SR for New laptop the system displays RM does not exist (or inactive).Eega will not be able to select herself as approver(If Tenant level SR configuration is disabled). As approval is mandatory step an option to enter another Approver is provided.

Case 2: HOD (Head of Customer, Head of Location,

Head of Cost Centre)

A service catalog is configured with L1 approval as Head of Customer. Eega, is mapped to ABB customer while ABB Customer has no Head of Customer mapped.

While creating the SR system displays that Head of Customer does not exist (or is inactive) for ABB Customer and approval being a mandatory step, option enter another approver is given. Eega will not be able to select herself as approver (If Tenant level SR configuration is disabled).

Case 3: Custom Dynamic Table

The following Custom Dynamic table is created:

Port	Approver
Port A	App 1
Port B	App 2
Port C

The catalog has been configured with L1 approval as the above custom dynamic table. Eega as a part of raising the SR selects Port C as the option while in Dynamic Table Port C has no Approver mapped.

While creating the SR system displays that Port C approver does not exist or is inactive and approval being a mandatory step, option to enter in another approver is given. Eega will not be able to select herself as Approver (If Tenant level SR configuration is disabled).

Case 4: Technician Selectable

The SR catalog has been configured with L1 approval as Technician Selectable. Eega is creating the SR for the same catalog.

When that SR gets assigned to Norton (the technician), he should not be allowed to select Eega as the approver of the SR. (If Tenant level configuration is disabled)

Log multiple Service Requests at a time with Service Catalog Package

User can create multiple Service Requests at a time with the Service Catalogs Package. Administrator or User who have access needs to create the Catalogs package first on the Configuring Service Catalog Packages page. The configured packages are displayed under the selected category while logging the service Request.

Example: While on boarding new employees, HR needs to create multiple SRs (for laptop and software). The HR head or Administrator can create a Package with those catalogs. The HR can log multiple SRs at a time with this package.

The procedure of logging multiple SRs at a time is same as described above. The only difference is in place of Service catalog Users need to select the configured Package.

Example: If the Package contains three Catalogs, End User needs to fill three catalog information. The mapped fields information are copied from first Catalog to the next catalog.

To create multiple SRs with Package:

On the NEW SERVICE REQUEST page, select the configured Package under the selected Category.
The Package Information is displayed, including the Package Name and serial number. Click NEXT. Based on the Package, the Catalog related fields are displayed. Type in the required details. For more information about the fields on the LOG SERVICE REQUEST page, see Field Description above.
Click to view the Approver details. If the Approver is User Selectable, the Analyst needs to select the Approver.
Click NEXT. the next Catalog appears as per the serial number displayed on the Package Information page.
End User needs to fill in all the Catalogs Information. After Final submission, all the SRs are created.

Figure: Log service Request - Filling Catalog information
Note:
- End User needs to fill in all the Catalogs information in the list. After final submission all the SRs are created.
- Save as Draft option is not available. If the page is closed or interrupted while filling the information, the changes are lost.
- While Creating SR from Package, CREATE SR FROM EXCEL UPLOAD and DOWNLOAD CATALOG TEMPLATE features are not available in the ACTIONS panel, and ADD TO CART feature is also not available.

Log SR from Cart

To log Service Request from CART:

Click Request > My Cart Items. All the SRs added to the Cart are displayed.

Figure: MY CART ITEMS LIST
Select the required Cart items and click CHECKOUT CART to create SRs for the respective Cart items. Alternately, click on the Cart Item id and click SUBMIT.
Note:

You can also view all the cart items by clicking the CART icon in the Quick Action bar. See Describing the User Interface in SummitAI Platform.

ACTIONS

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

SUPPORT DOCUMENTS

Click SUPPORT DOCUMENTS to view the documents related to the selected Service Request. See screen shot.

SUPPORT DOCUMENT pop-up page
Figure: SUPPORT DOCUMENT pop-up page

SLA INFORMATION

Click to view the SLA information related to the SR Category.

DOWNLOAD CATALOG TEMPLATE

This action allows to download the excel template to create Service Requests in bulk. Fill in the proper information in the excel sheet to upload and create Service Requests from it.

Log SR from MS EXCEL

You can create Service Requests (SR) in bulk from Excel. You can create 25 Service Requests from MS Excel at a time by default. To enable SR Creation from Excel, select the Enable Bulk SR Creation check box on the FORM BUILDER page from Catalog. To know more about the FORM BUILDER page from Catalog, see Creating Service Catalogs.

As per the Service Catalog, you cannot import few field values of the Service Requests while creating the SRs from Excel. For more information about the limitations, see

Limitations of Service Request Creation from Excel Upload

All the supported fields are available in the Excel template. Field names (according to the Form Builder) that are listed under the unsupported files, cannot be added in the Excel upload. Supported and unsupported field names as per Form Builder in the Excel upload are listed below.

Some field values of the Service Request cannot be configured as per the Catalog, while creating the SR from Excel upload.

Supported and unsupported field names for the Excel upload

Supported fields: User Group, Auto Populate Field (The user needs to provide the respective values for these fields. Then only the data is displayed on application), Text Box, Text Area, Check Box, Dropdown, Date, Number, E-mail, Price, Website, UserSearch, Radio Button, SR On Behalf of Others, and Condition Flow.

Unsupported fields: Multi-valued Group , Administrator Field, File Upload, Formula, Label, and MV Dropdown, JavaScript Rules, Service Validity, and Catalog Location, Delegation, and Approver Not Mapped, Approver Group, Is Calculated Field (Number Field), Approval with User Group, and where approver selection is checked.

Fields Validation after Excel Upload: Below table describes the field values which are validated by the application after the Excel upload.

To create Service Requests in bulk from Excel upload:

Click CREATE SR FROM EXCEL on the ACTIONS Panel. The IMPORT SERVICE REQUEST page is displayed.
Click Upload button on the Upload Catalog Excel field. Select the data filled Excel template from the system and click SUBMIT.
The uploaded Excel appears in the Source list.

Figure: Excel upload: IMPORT SERVICE REQUEST page
Click the Select hyperlink associated with the Excel template to map the data specified in the Excel with the Catalog.

Figure: Excel Upload: Excel list
Select the Source (Excel) column names from the drop-down to map with the destination (as per the Catalog configuration). If the Data Type in Source column (Excel) do not match with the Destination (as pet Catalog) data type, you cannot create Service Request from the Excel Upload. See screen shot. If the source values are mapped with the proper Destination, you can proceed without mapping it again. If you have changed the column headers in the excel, ensure proper mapping before you proceed to the next step.

Figure: Wrongly Mapped Data Type
In the above screen shot the fields are wrongly mapped. Example: Employee Name is text fields but mapped with the Date which is numeric field.

Figure: Data Type mismatch
If the fields are wrongly mapped, click Mapping tab and map the fields again.
Note:
- If the entered data in the Excel is same as the catalog information, application maps the data automatically.
- If the catalog information (Example: Heading name Text* is changed to Name) is modified, user needs to map the source columns to the destination (according to the catalog).
  Column Headings according to the Catalog
  
  Figure: Column Headings as per the Catalog
  Changed column Headings according to the Requirement
  
  Figure: Column Headings as per the requirement
Click Next to Preview the Service Request information. To discard any service request from the list, select the associated check box.
If all the information are correct, click CREATE SERVICE REQUEST.

Figure: Excel Upload: Upload Service Request
All the Services Requests are created excluding the discarded one. Click DOWNLOAD DISCARDED SR(S) on the ACTIONS Panel to download all the discard Service Requests in an Excel.

Figure: Excel Upload: Successfully created Service Requests

Troubleshooting

This section describes the common issues related to creating multiple SRs using MS Excel and how to fix them.

Issues with deleting records from MS Excel

Symptom

While deleting extra information from the Excel Sheet, if the columns are not deleted completely and uploaded to create SRs, application tracks those rows as blank.

Figure: IMPORT SERVICE REQUEST: blank SR details

Resolution

To delete extra information from the Excel Sheet, select the row number and delete those rows completely as displayed in the screen shot.

Figure: Selecting rows completely

Issues with creating SRs for the Service Catalog without Attributes

Symptom

If a Service Catalog does not contain any Attribute, you cannot download or upload the Catalog Excel Template to create SRs on the NEW SERVICE REQUEST page.

Figure: Service Catalog without Attribute

Resolution

Service Catalog should contain at least one attribute to create SRs from Excel Upload.

Figure: Service Catalog with Attributes

Log SR using a Service Catalog Configured with Dynamic Approvals

Prerequisites

Configure Custom Tables in Web Services: For information about how to configure Custom tables in Web Services, see Creating Custom Tables in Web Services on Configuring Web Services in SummitAI Platform.
Import Custom Data into Custom Tables: For information about how to import custom data into Custom tables in Web Services, see Importing Custom Data into Custom Tables on Configuring Web Services in SummitAI Platform.
Create Service Catalogs with Autofill Control to Use Custom Data of Custom Table: For information about how to Create Service Catalogs with Autofill Control to Use Custom Data of Custom Table, see Creating Service Catalogs with Autofill Controls in Service Management.

To log Service Request using a catalog configured with Dynamic Approvals:

On the USER DASHBOARD page (Dashboard menu), click NEW REQUEST under SERVICE REQUEST section. Alternatively, select Request > User > New Service Request.
The NEW SERVICE REQUEST page is displayed.
Select the Tenant for which you want to log the SR. Select the Category, and the Catalog/Package for the new SR under the DETAILS section.

Figure: New Service Request page
Based on the Service Catalog/Package you select, the related fields are displayed. Type in the required details.

Figure: New Service Request: Request tab
Click Next.
On the Approval tab, you can view the Approval levels and the Approver details.

Figure: New Service Request: Approvals tab
Click Approver link to view the approver details.

Figure: DYNAMIC APPROVAL pop-up
Click SUBMIT. A confirmation message is displayed with the newly created Service Request ID and USER DASHBOARD, MY SERVICE REQUESTS and NEW SERVICE REQUEST buttons. Based on the selection of a particular button, the end user is re-directed to the respective page.
Note:
- If the Custom Table Approver or Dynamic Approver is not available for a selected combination, the Set Approver link is displayed to select an Approver under the Approvals tab of the NEW SERVICE REQUEST page.
- Click Set Approver link to view the Set Approver pop-up.
- Search and Select the users using Type in search box.
Figure: New Service Request: Set Approver

Logging Service Request via Email to SR Parser

Overview

From DENALI SP3 Release onwards, you can also create a Service Request by sending an Email that matches the conditions defined in the Notification Parser Rules. It provides you an additional benefit of not logging into SUMMITAI tool and still create an SR request. In addition, end users can also view the new Notification Parser Rules that are configured on New Rules page. Admin can also send out a broadcast email to end-users informing about the newly framed rules.

For more information about, logging an SR by sending an Email, you can refer the following pages:

Release Notes | Installation Guide | Other Documents