Setting Up Request Management
The Application Setup - Request Management page is part of the Application Setup workspace. Use this page to customize how the Service Desk handles request management processes.
Application Setup - Request Management Page
This is one step of the application setup process. For more information about this process, including how to access this page, see Setting Up the Application.
See the following sections:
•Defining the Services Provided
•Defining the Steps for the Request Lifecycle
•Determining the Request Offerings for the Service Catalog
Defining the Services Provided
Use the Application Setup - Services Provided page to add and manage the services provided by your IT department. You can customize this set or save them and return later to add or update the services.
You can support the following services:
•Application development service
•Enterprise application service
•IT general administration
•Web hosting service
Follow these steps:
1.Click Services Provided. The application displays the Application Setup - Services Provided page.
2.To add a new service, do the following:
|a.||Click Add Service.|
|b.||Enter a name and description for the new service.|
|c.||Click Save & Activate. The application adds the service to the list and makes it active. By default, each service is active and available for customization.|
3.Click Edit to edit the description of a service.
4.Click Next to go to the next page.
Defining the Steps for the Request Lifecycle
On the Application Setup - Request Lifecycle page, you select the actions to take at each stage of your request management lifecycle. If you have advanced lifecycle requirements, you can define them later.
The default request management lifecycle settings are:
•Service request created using Service Catalog
•Request item workflow initiated
•Notification sent to customer
•Notification sent to owner and team
•Notification sent to requester
•Service request closed
Follow these steps:
1.Click Lifecycle. The application displays the Application Setup - Change Lifecycle page.
2.For each change lifecycle stage, check the quick actions to occur.
3.To automatically send an email when the application updates the change to the associated status, do the following:
|a.||Check Send Email.|
|b.||Use the associated drop-down list to select a notification type, such as Send Notification when Service Req is fulfilled.|
|c.||Click Preview Email to preview the message.|
4.To add another quick action to this lifecycle stage, do the following:
|a.||Click Add another action.|
|b.||Select a quick action type. You can select from the following quick actions: Composite, Insert Child Object, Run For Child, Send Email, and Update Object.|
|c.||Select a quick action. The application lists the quick actions that are associated with the selected quick action type.|
5.Click Next to go to the next page.
Determining the Request Offerings for the Service Catalog
On this page, you determine the request offerings to publish to the Service Catalog.
New application access request
Web site move request
Audio conferencing services
Mobile network access
Mobile phone request
Mobile smart phone request
New smart phone request
Video conferencing services
Conference room reservation
Heating and cooling
New office equipment
Shipping and mailing request
Frequent traveler setup
Overnight standby request
Request for information/documentation
Request for new service offering
Benefits package claim
Benefits package enrollment
Benefits package waiver
Federal exemption update
New employee setup
Order business cards
Performance improvement action
Personal information update
Shift differential request
Time off request
Training course request
Tuition assistance request
Archived - Optional software installation request
Archived - Optional software multiple installation request
Create distribution list
Desktop computer loaner
Domain password reset
Laptop computer laoner
Loaner equipment request
Mailbox quota request
Multiple software request (legacy)
New computer request (legacy)
New email account
Optional software installation request
Optional software multiple installation request
Release quarantines attachment
Reprovision computer request
Request computer accessories
Software installation request (legacy)
Software uninstallation request (legacy)
Web site access request
Report New Incident
Account lockout - domain
Account lockout - HR application
Cannot access drive X
Daily backup failure
Desktop application failure
Email - Cannot open Outlook
Mobile phone - email issue
No dial tone on my phone
PC is very slow
Printer out of toner
VPN connection failure
2.Check Show offerings for deactivated services to show the request offerings for deactivated services.
3.Highlight a service to display all of the service requests that are associated with it.
4.To rename a request offering, do the following:
|b.||Edit the name.|
5.By default, all request offerings are activated for customer access. Click Deactivate next to the request offering name to deactivate a request offering for the entire organizational. Click Activate only to activate it again.
6.To manage the active request offerings for each organization, do the following:
|a.||Click Edit Subscriptions.|
|b.||Check All customers in my company are entitled to this service to make this request offering available to everyone.|
|c.||To make the request offering available to only certain customers, uncheck All customers in my company are entitled to this service and check the groups to make this request offering available to.|
7.Click Next to save your settings and go to the next page. See .