Service Management Help

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You can view, or modify the general details of a Service Request (SR), maintain user logs and Workgroup logs, establish Parent and Child relationship, type in additional information as configured by the Administrator, add Partner, click TRANSFER to transfer Incidents Information and Checklist, and see other related Incidents or Change Records (CRs).

To view or update Service Request details:

View or update the Incidents assigned to your Workgroup (see: Viewing/Updating My Workgroup Service Requests (SRs)) or assigned to you (see: Analyst Dashboard).
On the SERVICE REQUEST LIST page, click the Filters icon on the ACTIONS panel and select the appropriate filter options to view the list of Service Requests.
Select the SR ID of the SR that you want to view or update. The basic information about the SR is displayed in the left column of the SERVICE REQUEST DETAIL page (Also see: Various Sections of the Page).
View the Service Request details or make the required changes. For more information about the fields under the various tabs of the SERVICE REQUEST DETAIL page, see Field Description.
Click SUBMIT to save the changes.

Changing SR Status

The status of the SR in green color indicates the current status of the SR. To change the status of the SR, click the appropriate status, and then click SUBMIT.

Scheduling SRs

You can schedule SRs by specifying the Schedule Date under the GENERAL tab of the SERVICE REQUEST DETAILS page. For more information about scheduling SRs, see GENERAL tab.

SR Routing

An SR with a configured User Group in the Approval Matrix is sent to an Approver who is at the same location as the User.

SR Approval Process - VIP Users

If a VIP User is configured as an Approver for a SR, the SR directly goes to the VIP User for approval and the other levels of approval are skipped unless there is a User Group in the Approval Matrix.

SR Notifications for Status Change

When a SR is requested for a Service Catalog with a configured User Group Approver in the Approval Matrix and if an Approver from the User Group changes the status of the SR to Approve, Reject, or Forward To, the other Approvers of the User Group receive an e-mail notification about the status change.

Various Sections of the Page

This section explains the various sections of the SERVICE REQUEST DETAIL page.

SERVICE REQUEST DETAIL page
Figure: SERVICE REQUEST DETAIL page

Section 1

On clicking the down-arrow next to the SR number, you get a submenu, Create Change Record, see Creating Change Records (CRs) in Service Management.

Section 2

Following are the icons in this section that you can use to perform specific actions:

Field	Description
icon	Click this icon to view details of the Caller.
icon	Click this icon to select the notification method (example: E-mail, Phone, Chat, SMS) by which the selected set of users are notified about any updates about the SR. Figure: Notification Method pop-up page
icon	Click this icon to start a chat with the End User. An e-mail is sent to the End User. The End User can click the chat link from the mail and start chatting with you (see: Chatting with Analysts).
icon	Click this icon to view the chat history details associated with the Service Request. Viewing chat history for SRs is exactly same as viewing chat history for Incidents (see: Viewing Chat History).
icon	Click this icon to view the Category-wise distribution of the SRs logged by the user. For more information about USER SERVICE REQUEST HISTORY page, see Viewing Service Request History.
icon	Click this icon to request a Remote Desktop Sharing session. For more information about REMOTE DESKTOP SHARING page, see Remote Desktop Sharing.
icon	Click this icon to display the Address Book from where you can select the e-mail ids of the users who should get e-mails related to the updates of the SR.

Section 3

This section displays the possible status values of an SR. The current status of the SR is indicated with a green highlight color. You can also change the status of the SR, see Changing SR Status.

Section 4

These are the various tabs available on the SERVICE REQUEST DETAIL page.

Note:

The asterisk mark on the tab indicates that there are some mandatory fields, which are not filled in.
The orange color dot on the tab indicates that relevant information is available under the tab.
The numbers on the RELATIONSHIP tab indicates the number of records (Incidents, Service Requests, Change Records, and so on) to which the SR is related.
The tab for which information is currently displayed on the SERVICE REQUEST DETAIL page appears with a green color bar above it.

For more information about the fields under these tabs, see Field Description.

Section 5

This section displays the various actions that you can perform on the SERVICE REQUEST DETAIL page, see ACTIONS.

Section 6

This section displays the chat icon. Click to chat with the Caller. For more information, see Chatting with Analysts.

Section 7

This section displays the various information about the Caller of the Incident.

Field Description

The following table describes the fields on the SERVICE REQUEST DETAIL page.

GENERAL Tab

You can provide general information about the Service Request (SR) under the GENERAL tab. You can provide details about the SR, such as Workgroup, assigned Analyst, response time, solution, and so on.

Figure: GENERAL tab

The following table describes the fields under the GENERAL tab:

Field	Description
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	Select the Analyst to whom you want to assign the SR. Click the Analyst icon to view the workload of the Analyst. It displays the number of SRs and Work Orders assigned to the selected Analyst along with their status.
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	Displays the Resolution SLA date and time. Deadline: Displays the resolution deadline in terms of date and time, which is calculated based on the Priority and SLA details of a SR. Note: If you change the status to Pending, the date and time values are cleared. The SLA clock stops when the SR status is changed/updated to pending. Actual: Displays the resolution date and time of a SR, whenever the status of SR is changed to Resolved.
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.

COMMUNICATION Tab

You can share the user log with the End User as comments under COMMUNICATION tab. These comments are sent to the End User and to the default and specified CC e-mail members automatically through an e-mail when you click the SUBMIT button. The Private Log information is shared with the other team members or the members of other Workgroups through an e-mail. Also, the follow-up can be recorded based on the number of times the End user followed-up with Analyst.

Figure: COMMUNICATION tab

The following table describes the fields under the COMMUNICATION tab:

Field	Description
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.

Note:

Updating the Private Log and User Communication is mandatory if the SR is assigned to a different Workgroup or status of the SR is changed.
When the user updates the Service Request through the e-mail, the update is displayed in the USER COMMUNICATION section.

CHECKLIST Tab

There may be a list of actions you need to perform before resolving an SR. Under the CHECKLIST tab, you can verify these actions (if configured by the Administrator) and complete them before resolving the SR. Based on what action is taken on the Task, update the Task Status and provide your remarks in the Remarks text box.

Figure: CHECKLIST tab

RELATIONSHIP Tab

You can link related Incidents, Problem Records (PRs), Assets, CIs, Events, and so on to the SR or allocate Assets to the user based on the SR, using the Link list under the RELATIONSHIP tab. You can also create new Incidents, Change Record, Work Order or Purchase Request and link to the SR using the Create list.

To link any module to a Service Request:

Click the module name on the Link drop-down list. The RELATIONSHIP pop-up page is displayed.

Figure: Relationship tab
Enter the required details and click SEARCH.

Figure: Example of Relationship search filters
Select the record to be linked and click LINK.

Figure: Example of Relationship search result
The linked record is displayed under the RELATIONSHIP tab.

Note:

You can link Procurement (Purchase Request) to a SR, if it is configured in Application Settings and for the Service Catalog (See Creating Service Catalogs in Service Management).
E-Procurement module is not a part of Service Management module. When you link Procurement (Purchase Request), click on the Purchase Request to view the details.

Figure: Purchase Request Details
Click on the PR, PO, or GRN/SRN code link to view the respective details.

Figure: PR Details

Figure: PO Details

Figure: GRN Details

To Allocate Assets to a User from a Service Request:

Click Allocate Asset on the Link drop-down list. The RELATIONSHIP pop-up page is displayed.

Figure: RELATIONSHIP pop-up page
Specify the required details and click SEARCH.
Select the required Assets and click ALLOCATE. The ALLOCATE ASSET pop-up page is displayed.

Figure: ALLOCATE ASSET pop-up page
Specify the required details and click SUBMIT. The Asset is allocated to the Caller of the SR. After the Asset is allocated, the Allocated Asset is displayed under the RELATIONSHIP tab.

Figure: RELATIONSHIP Tab: Allocated Assets

Note:

The option Allocate Asset is available in the Link drop-down list if it is configured in the selected Service Catalog. For more information about creating Service Catalogs, see Creating Service Catalogs in Service Management.

VENDOR INFORMATION Tab

You can provide details about any external vendor who is related to the SR under the VENDOR INFORMATION tab. You can add or view details of the external support where an external vendor or partner is involved. The external support details are not shared with the End User, but is added here for your reference.

Figure: VENDOR INFORMATION tab

The following table describes the fields under the VENDOR INFORMATION tab of the SERVICE REQUEST DETAIL page:

Field	Description
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.

ADDITIONAL INFORMATION Tab

You can document the additional information about the SR under the ADDITIONAL INFORMATION tab. Based on the organization’s needs, the Administrator configures the information displayed under this tab.

Figure: ADDITIONAL INFORMATION tab

ORCHESTRATION Tab

You may need to perform some repetitive tasks in order to resolve an SR. Under the ORCHESTRATION tab, specific actions can be executed automatically or with very less manual intervention. The Administrators need to configure the Orchestration Scripts and the Conditions when these Orchestration Scripts should be executed. Based on the configuration, the scripts are executed on the target machine.

Figure: ORCHESTRATION tab

The following table describes the fields under the ORCHESTRATION tab:

Field	Description
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.

Note:

The following tabs are displayed on the Service Request Details page based on the configuration on the Instance Configuration page:

Vendor Information Tab
Runbook Automation Tab
Checklist Tab
Additional Information Tab

ACTIONS

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

CATALOG DETAIL

Click CATALOG DETAIL to view the Service Catalog details for the SR, details, such as approval details, cost details, and so on.

Figure: SERVICE REQUEST DETAILS page

SET APPROVER

Click SET APPROVER to select an Approver for the SR. This option is available only if the Service Catalog is configured with the Approver level set as Technician Selectable (see: Creating Service Catalogs in Service Management) . An option to select Approvers is displayed under Approval Details section of the page. Select the Approver and click SUBMIT.

CHANGE HISTORY

Click CHANGE HISTORY to view the changes that occurred on the SR, the user who made the changes, the date and time when the change was made, and also the previous and new values for the SR.

Figure: CHANGE HISTORY page

The following table describes the fields on the CHANGE HISTORY page:

Field	Description
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.

KNOWLEDGE BASE

Click KNOWLEDGE BASE to view the KNOWLEDGE BASE pop-up page with the following fields:

Figure: KNOWLEDGE BASE pop-up page

LOOKING FOR AN ANSWER: The Symptom of the Service Request is automatically picked up and searched for Knowledge Records. Also, the Knowledge Record can be queried by keying in the exact word as configured in the “Knowledge Details” screen.

KNOWLEDGE RECORDS: IMPORTANT, MOST VIEWED, and HIGHEST RATED: Under this section, the Analysts can view the KRs categorized under IMPORTANT, MOST VIEWED, and HIGHEST RATED and use the KRs for resolving the SR. This helps in easy search of more relevant KRs and using them for resolving the Service Requests. Click a Knowledge Record link to view knowledge Record details on a new browser tab.

Figure: KNOWLEDGE RECORD DETAILS page

Various sections of the KNOWLEDGE RECORD DETAILS page:

Rating KRs
You can provide feedback for a KR by clicking the stars and typing your remarks. Click SUBMIT to save your feedback and remarks.
LOOKING FOR AN ANSWER
You can search and view the Knowledge Records using the LOOKING FOR AN ANSWER field on the KNOWLEDGE RECORD DETAILS page. The currently selected Knowledge Record is displayed with a grey color background.
RECENTLY VIEWED
You can view the list of last five recently visited Knowledge Records under the RECENTLY VIEWED section.

Note:

If a Knowledge Record is configured as a public article (For more information about Public Article, see Adding Knowledge Records in Service Management), the Knowledge Record can be shared with a user even if the user does not have any access to the SummitAI application. The Public Knowledge Records open in a new tab on your browser and not as a pop-up page within the Application.

See Screenshot

Figure: KNOWLEDGE RECORD DETAILS page: Public Article

TRANSFER

Click TRANSFER to transfer SRs to a different Workgroup if an unrelated SR is assigned to you. Select the Department to which you want to transfer the SR from the Transfer To list. Select the Workgroup from the Workgroup list. Provide a reason for transferring the SR in the Reason text box.

Figure: TRANSFER pop-up page

SEND E-MAIL

Click SEND E-MAIL to send e-mails to Workgroup members, Analysts, Caller, or user asking for information or update about a Service Request (SR).

Figure: SEND E-MAIL page

The following table describes the fields on the SEND E-MAIL page:

Field	Description
Select Recipient	Allows the users to select listed recipients. Select the check box of the required recipient and click ADD TO LIST to add the selected recipient in the To List field. Select the check box of the required recipient and click ADD CC LIST to add the selected recipient in the CC List field. You can also search for a user by typing the name of the user in the Search field or by clicking the Search icon. For more information about searching user, see Searching Users in SummitAI Asset Management.
To List	Displays the list of users added by clicking ADD TO LIST button.
CC List	Displays the list of users added by clicking ADD CC LIST button.
Subject	Type in the subject of the e-mail.
Body	Type in the body of the e-mail. Note: Use the menu options provided to format your text. You can also add/remove links in the body.
Include Request Details	Select this check box to include the Service Request details in the e-mail.
Attachment	Click the Upload icon to attach any required documents.

AUDIT LOG

Click AUDIT LOG to view the workflow of a Service Request (SR). You can view the workflow of the SR in a flow chart format. You can view details, such as the time the SR is logged, the name of the user who logged the SR, assigned Workgroup to resolve the SR, name of the Analyst working on the SR, and so on.

Figure: AUDIT FLOW page

USER COMMUNICATION HISTORY

Click USER COMMUNICATION HISTORY to view the user communication mails to track the user communications related to the Service Request (SR). You can view the user communication e-mails, which are sent from the SR with the details of the End User or Analyst who sent the e-mail, date, Incident ID, and the content of the e-mail.

Figure: USER COMMUNICATION HISTORY page

The following table describes the fields on the USER COMMUNICATION HISTORY page:

Field	Description
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.

REMINDER

You may need reminders to ensure you complete certain tasks for a Service Request to get completed. Click REMINDER to set reminders for accomplishing any activity or task at a future date. You will receive an e-mail on the specified date to remind you about the task or activity. You can also choose an option to auto-log an Incident and route to specific Workgroup to accomplish the activity.

Figure: REMINDER pop-up page

The following table describes the fields on the REMINDER pop-up page:

Field	Description
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.

Note:

If auto-closure is configured for an SR, the SR will be auto-canceled on exceeding the specified number of days.

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