Default Service Request Management Process Flow

The Default Service Request Management Process Flow is a process of managing service requests through the lifecycle of that request. The service request process workflow establishes a process which aims to:

Route user requests for standard services which have a predefined approval process.
Source and deliver the components of requested standard services. For example, licenses and software media.
Assist with general information like availability of services and the procedure for obtaining them.
Assist with handling complaints or comments from users.

The default process is applied when a request does not match the entry criteria of other service request process workflows that are active. By default, the status of the Default Service Request Management Process Flow is Published.

The process of a default service request management is shown in the following diagram:

To view how the flow diagram looks in the application, click Default Service Request Management Process Flow.

The following steps explains how default service request management process flow works:

When a service request is raised, based on the matching conditions the entry criteria is verified to assign the request. By default, the request is assigned to Service Desk (L1) group, when no conditions are matched.
The analyst takes the ownership of the request or assigns it to a group for assessment and evaluation. The following actions are performed on the request:
- Cancel and close the request.
- If an approval is required, assign the request to manager to fulfill.
Optionally, analyst can create link tickets for the following types that are related to the current request:
- Create Linked Change Request
- Convert Service Request to Incident
- Convert Service Request to Change
The steps 2 and 3 are repeated until the request is fulfilled.

The following section provides details of the Default Service Request Management Process Flow configuration.

Entry Criteria

The Service Request Management entry criteria in the predefined workflow configurations get applied to the ticket based on the ticket source. The following table lists the entry criteria that is available for Service Request Management tickets:

Define

Assign

Set

Notify

Entry Criteria

Sort Order

Process Type

Default Assignment

Auto Assignment Rules

Set Ticket Parameters

Email Template

User

Group

Sort Order

If Criteria

Then Assign To

Match All Conditions Below

900

Auto Route

NA

Service Desk(L1)

0

Source!=E-Mail or Source!=Web

Source=Web

Source=E-Mail

Service Desk(L1)

Phase - Fulfilment
Reason Code - In Progress
Status - Active

SRQ_Accept
SRQ_Group_Assign
SRQ_Ack

Process Steps

The following steps list the Action Options that are available with the predefined workflow configurations for Service Request Management Process Flow.

Step: Assign to Group

Define Tab

Basic Properties				Advanced Options
Type	Name	Description	Close Window on Save	Apply Reason Code to Parent Service Request	Apply Status To Parent Service Request
Assign To Group	Assign To Group	Assign To Group	No	No	No

Permission Tab

Groups	Roles	Users	Limit To
Administration	Service Request	--	--

Set Tab

Status
Queued

Notify Tab

Email Template To Notify
SRQ_Group_Assign

Step: Take Ownership

Define Tab

Basic Properties				Advanced Options
Type	Name	Description	Close Window on Save	Apply Reason Code to Parent Service Request	Apply Status To Parent Service Request
Accept Assignment	Take Ownership	Accept Assignment for Request assigned to Service Desk group	No	No	No

Permission Tab

Groups	Roles	Users	Limit To
Administration	Service Request	--	--

Set Tab

Set Ticket Parameters
Status	Active
Phase	Fulfilment
Reason Code	In Progress

Notify Tab

SRQ_Accept

Step: Assess and Evaluate Request

Define Tab

Basic Properties				Advanced Options
Type	Name	Description	Close Window on Save	Apply Reason Code to Parent Service Request	Apply Status To Parent Service Request	Web Service Operations	Mandatory Fields
Update Ticket	Assess and Evaluate Request	Assess Request for Categorization, Priority and evaluate if approval of Manager is required.	No	No	No	--	--

Permission Tab

Groups	Roles	Users	Limit To
Administration	Service Request	--	--

Step: Submit For Approval

Define Tab

Basic Properties				Advanced Options
Type	Name	Description	Close Window on Save	Apply Reason Code to Parent Service Request	Apply Status To Parent Service Request	Web Service Operations	Mandatory Fields
Submit For Approval	Submit For Approval	Submit For Approval	No	No	No	--	--

Permission Tab

Groups	Roles	Users	Limit To
Administration	Service Request	--	--

Set Tab

Set Ticket Parameters
Reason Code - Under Approval

Step: On Rejection

Define Tab

Basic Properties				Advanced Options
Type	Name	Description	Close Window on Save	Apply Reason Code to Parent Service Request	Apply Status To Parent Service Request
Update Ticket	On Rejection	On Rejection close as Rejected	No	No	No

Permission Tab

Groups	Roles	Users	Limit To
Administration	--	--	--

Set Tab

Set Ticket Parameters
Status	Closed
Phase	Closure
Reason Code	Manager Rejected

Step: On Approval

Define Tab

Basic Properties				Advanced Options
Type	Name	Description	Close Window on Save	Apply Reason Code to Parent Service Request	Apply Status To Parent Service Request
Update Ticket	On Approval	On Approval progress to Fulfilment	No	No	No

Permission Tab

Groups	Roles	Users	Limit To
Administration	--	--	--

Set Tab

Set Ticket Parameters
Status	Approved
Phase	Fulfilment
Reason Code	Manager Approved

Step: Cancel and Close Request

Define Tab

Basic Properties				Advanced Options
Type	Name	Description	Close Window on Save	Apply Reason Code to Parent Service Request	Apply Status To Parent Service Request
Update Ticket	Cancel and Close Request	Cancel and Close Request	No	No	No

Permission Tab

Groups	Roles	Users	Limit To
Administration	Service Request	--	--

Set Tab

Set Ticket Parameters
Status	closure
Phase	Closed
Reason Code	cancelled

Step: Complete as Successful

Define Tab

Basic Properties				Advanced Options
Type	Name	Description	Close Window on Save	Apply Reason Code to Parent Service Request	Apply Status To Parent Service Request
Update Ticket	Complete as Successful	Complete as Successful and set to closed	No	No	No

Permission Tab

Groups	Roles	Users	Limit To
Administration	Service Request	--	--

Set Tab

Set Ticket Parameters
Status	closed
Phase	closure
Reason Code	fulfilled

Step: Fulfilment Failure

Define Tab

Basic Properties				Advanced Options
Type	Name	Description	Close Window on Save	Apply Reason Code to Parent Service Request	Apply Status To Parent Service Request
Update Ticket	Fulfilment Failure	Close as failed fulfilment	No	No	No

Permission Tab

Groups	Roles	Users	Limit To
Administration	Service Request	--	--

Set Tab

Set Ticket Parameters
Status	Closed
Phase	Closure
Reason Code	Failed Fulfilment

Step: Reopened Closed Request

Define Tab

Basic Properties				Advanced Options
Type	Name	Description	Close Window on Save	Apply Reason Code to Parent Service Request	Apply Status To Parent Service Request
Update Ticket	Reopen Closed Request	Reopen Closed Request	No	No	No

Permission Tab

Groups	Roles	Users	Limit To
Administration	Service Request	--	--

Set Tab

Set Ticket Parameters
Status	Active
Phase	Fulfilment
Reason Code	Reopened

Notify Tab

SRQ_Reopen