Overview1

Overview of SR to CR

Automation of certain actions helps in reducing the manual effort that helps you to maximize productivity in other areas. Summit has introduced SR (Service Request) to CR (Change Records) feature, which allows you to automatically create Change Records (CR) when a Service Request (SR) is logged for a specific Catalog. Isn’t this cool?

In order to automate the process of creating a SR by auto creating CR, with zero touch we can leverage the automation from a Service Catalog. The entire process from the creation of a Service Request, tasks, and automating the process of closing a CR along with the associated SR can be automated. The SR to CR functionality has been explained in this document.

Let’s explore and deep dive!

What is SR to CR?

The purpose of the Service Request (SR) to Change Request (CR) feature is to overcome the manual execution of a CR through automation. This automation can be achieved by mapping the Service Catalog to a Workplan.

A CR is created based on certain conditions that should automatically create a set of Tasks for the change record. This process can be achieved through the creation of a Workplan (set of tasks) and the mapping of the Tasks to a CR. On the required status of the task, if an incident needs to be created, that can also be preconfigured on the Workplan. Based on the task status set for the Incident, an existing Rule can be added, or a new Rule can be created. Upon resolving the Incident, the Task will be reinitiated. On the successful execution of the last task, with the highest execution order CR will be Implemented.

What is a Workplan?

A Workplan consists of set of Task Templates that are defined on the Workplan configuration. Every task defined on the workplan configuration has a type, and status set on the template. Based on the task status set for the Incident, an existing Rule can be added, or a new Rule can be created. All tasks execute in order as defined on the Workplan Mapping configuration.

Note:

Example:

User will raise a SR for building a New Server.
From the Service Catalog, a Change is Mapped.
Change is associated with set of Tasks from the Workplan

Figure: Workplan and Task Execution

General Use Cases of SR to CR

The creation of Change Records manually for specific Service Requests will be automated.
Creation of Tasks for Change Records will be predefined and assigned to CRs as per defined conditions via automation.
The raised SR can be resolved and closed via automation post-CR closure.
This process will save time for the analysts to go through all the SRs for a Catalog since everything can be predefined and taken care of via automation.

Figure: General use cases of SR to CR

Benefits of SR to CR

The way you manage Service & Change requests has a direct impact on your team’s efficiency, and the success of your business.

The below Infographic highlights the capabilities of Service Request to Change Request feature.

Figure: Benefits of SR to CR

Working of SR TO CR

The below flow chart shows the process from the time the SR is logged, SR converted to a CR, workplan mapping, task execution and implementation of CR to closure of the SR.

Figure: SR to CR flowchart

High-level Configuration Flow

The high-level steps to configure SR to CR are listed below.

Step No.	Configuration Step	Description
1	Catalog to Change Mapping	This new feature allows you to map the Service Catalog to any of the desired Change Templates in order to automate the process of creating a Change Request from Service Request. For more information, refer to Catalog to Change Mapping.
2	Configure Workplan	This feature allows you create task templates for a Workplan, which can be later used by Workplan during mapping process to a CR. For more information, refer to Configure Workplan.
3	Workplan Mapping	This feature allows you to map the configured task templates in a Workplan to a CR. For more information, refer to Workplan Mapping.
4	Configure a Job to Create CR after SR is approved	This section describes how you can configure a Job in Custom Scheduler to ensure a CR is created once an SR gets approved and a matching template is available. For more information, refer to Configure a Job to Create CR after SR is approved.
5	Lead Period	This feature allows you to configure Lead period for CR auto created via SR to CR mapping. For more information refer Lead Period Configuration.
6	Summary	Once the above configuration is done and all the tasks are Implemented/Resolved, the CR and the SR will get completed based on the options selected in Catalog to Change Mapping. In this case, there are three main implications: The CR is Implemented/Closed automatically based on the configuration in Catalog Mapping. After the CR is Completed, the SR will get Resolved/Closed automatically based on the configuration in Catalog Mapping. Similarly, if manual intervention is required, an Incident can be triggered if the task status matches, and a configuration rule exists for creating an Incident for the task. Note Once the SR gets reopened, there will be no impact on the linked CR. Only an Incident will get created for that SR.

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