Service Manager

Fulfilling Multiple Software Service Requests

This topic describes how to fulfill a default multiple software service request submitted from the Service Catalog. You select which software items to install, then the installation is automatically deployed through HEAT DSM.

1.Log in to the application as a service owner.

2.Open the service request containing the Multiple Software service request. By default, the Multiple Software service request requires approval.

If you are the approver and approval is still pending, the Approval tab in the service request details page contains Approve and Deny buttons.

3.Click one of these buttons to approve or deny the request.

If you are not the approver, you must wait until approval is granted before continuing.

Approval can also be performed through email or the My Items workspace in the Self-Service Portal.

4.In the Service Request workspace, open the Fulfillment Item tab. A list view showing the fulfillment items for this request displays.

Each fulfillment item has at least one task associated with it. (Note that tasks associated with a fulfillment item are different from the tasks associated with the service request that contains the fulfillment item).

From here you can open a fulfillment item to monitor the progress of its tasks, and if necessary take action to manually complete its tasks:

•Highlight a fulfillment item in the list view.

•Click the edit (pencil) button to open the fulfillment item in the Fulfillment Item workspace. The Fulfillment Item workspace opens to the Task list view showing the tasks associated with this fulfillment item.

5.A fulfillment item has two possible types of task: manual and automatic.

•A manual task requires you to take some type of action to fulfill the request.

•An automatic task pertains specifically to installing HEAT DSM-managed software. You do not need to take any action to execute an automatic task. Automatic tasks are displayed here so that you can monitor their progress.

To determine whether a task is manual or automatic:

•Highlight the task in the list view.

•Depending on task status, one or more of these controls displays for a manual task:

•Accept

•Reassign

•Complete

•Cancel

•Waiting

If you see any of these controls when you highlight a task, the task is manual. If you do not see any of these controls, the task is automatic.

6.If a task is automatic and does not contain parameters that need to be modified, the task status is accepted. Go to the next step and continue from there.

If a task is manual:

•Click a control (such as accept, reassign, and so on) to update the task as appropriate for the actions that you take to complete it.

•Click Save. Go to the next step and continue from there.

If a task is automatic and contains parameters that need to be modified, the task status is logged. Perform these steps:

•Open the task.

•Change parameter fields as required.

•Click Initiate Installation. The task status changes to accepted.

7.To monitor task progress:

•In the Fulfillment Item workspace, highlight the task in the Task tab list view. The status of the task is shown in the list view.

•A manual task is updated to the completed status when you select the Complete control.

•An automatic task is updated to the completed status by the workflow that executes it after the specified HEAT DSM-managed software is installed.

•Click the edit (pencil) button. The task opens in the Task workspace.

If the task is manual, this information displays:

•Team and owner details.

•Task details, including priority, effort, and cost.

•Completion target escalations and breaches.

•Timestamps for task creation and modification.

•An Activity History tab displaying the activity history records for the task.

•An Attachment tab displaying attachments to the tab.

If the task is automatic, this information displays:

•Team and owner details.

•Details (including status) of the HEAT DSM request that performs the software installation.

•Timestamps for task creation and last modification.

•Error messages generated by the task.

•An Activity History tab displaying the activity history records for the task.

8.Optionally review the workflow used for delivering a fulfillment item:

a.

In the Fulfillment Item workspace, open the Workflow tab.

The list view of workflows shows workflow status, completion date, lock information, and other information.

b.

Highlight a workflow in the list view and click the edit icon. The Workflow Instance workspace opens, displaying additional information about the workflow (including the status of each workflow block).

9.Verify that all tasks and fulfillment items are completed, and that the service request is fulfilled.

•A fulfillment item is considered completed when all of its tasks are completed.

•A Multiple Software service request is considered completed when all of its fulfillment items are completed.

10.In the Service Request workspace, select the Fulfillment Item tab.

11.In the list view of fulfillment items, review the Status column for each fulfillment item. The status changes to completed as each fulfillment item completes.

When all fulfillment items are completed, the service request status changes to fulfilled. Verify this by reviewing the Status field in the Service Request workspace.