SRtoProject

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.

1. Navigate to Catalog > User > Edit Catalog > Additional Info page.

2. Enable the check box ‘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.

Figure: Task List

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.

1. Navigate to Admin > Basic > Infrastructure > Custom Scheduler.
2. 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