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:

  1. 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. 
  2. 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.
  3. 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 
  4. 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:

DefineAssignSetNotify
Entry CriteriaSort OrderProcess TypeDefault Assignment

Auto Assignment RulesSet Ticket ParametersEmail Template
UserGroupSort OrderIf CriteriaThen Assign To
Match All Conditions Below900Auto RouteNAService Desk(L1)0

Source!=E-Mail or Source!=Web

Source=Web

Source=E-Mail

Service Desk(L1)

Service Desk(L1)

Service Desk(L1)

  1. Phase - Fulfilment
  2. Reason Code - In Progress
  3. 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 PropertiesAdvanced Options
TypeNameDescriptionClose Window on Save

Apply Reason Code to Parent Service Request

Apply Status To Parent Service Request
Assign To GroupAssign To GroupAssign To GroupNoNoNo

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 PropertiesAdvanced Options
TypeNameDescriptionClose Window on Save

Apply Reason Code to Parent Service Request

Apply Status To Parent Service Request
Accept AssignmentTake OwnershipAccept Assignment for Request assigned to Service Desk groupNoNoNo

Permission Tab

Groups
Roles
Users
Limit To

Administration

Service Request

----

Set Tab

Set Ticket Parameters
 
StatusActive
PhaseFulfilment
Reason CodeIn Progress

Notify Tab

SRQ_Accept

Step: Assess and Evaluate Request

Define Tab

Basic PropertiesAdvanced Options

TypeNameDescriptionClose Window on SaveApply Reason Code to Parent Service RequestApply Status To Parent Service RequestWeb Service OperationsMandatory Fields
Update TicketAssess and Evaluate Request

Assess Request for Categorization, Priority and evaluate if approval of Manager is required. 

NoNoNo----

Permission Tab

Groups
Roles
Users
Limit To
AdministrationService Request----

Step: Submit For Approval

Define Tab

Basic PropertiesAdvanced Options

TypeNameDescriptionClose Window on SaveApply Reason Code to Parent Service RequestApply Status To Parent Service RequestWeb Service OperationsMandatory Fields
Submit For ApprovalSubmit For Approval

Submit For Approval

NoNoNo----

Permission Tab

Groups
Roles
Users
Limit To
AdministrationService Request----

Set Tab

Set Ticket Parameters
Reason Code - Under Approval

Step: On Rejection

Define Tab

Basic PropertiesAdvanced Options
TypeNameDescriptionClose Window on Save

Apply Reason Code to Parent Service Request

Apply Status To Parent Service Request
Update TicketOn RejectionOn Rejection close as RejectedNoNoNo

Permission Tab

Groups
Roles
Users
Limit To

Administration

--

----

Set Tab

Set Ticket Parameters
 
StatusClosed
PhaseClosure
Reason CodeManager Rejected


Step: On Approval

Define Tab

Basic PropertiesAdvanced Options
TypeNameDescriptionClose Window on Save

Apply Reason Code to Parent Service Request

Apply Status To Parent Service Request
Update TicketOn ApprovalOn Approval progress to FulfilmentNoNoNo

Permission Tab

Groups
Roles
Users
Limit To

Administration

--

----

Set Tab

Set Ticket Parameters
 
StatusApproved
PhaseFulfilment
Reason CodeManager Approved

Step: Cancel and Close Request

Define Tab

Basic PropertiesAdvanced Options
TypeNameDescriptionClose Window on Save

Apply Reason Code to Parent Service Request

Apply Status To Parent Service Request
Update TicketCancel and Close RequestCancel and Close RequestNoNoNo

Permission Tab

Groups
Roles
Users
Limit To

Administration

Service Request

----

Set Tab

Set Ticket Parameters
 
Statusclosure
PhaseClosed
Reason Codecancelled

Step: Complete as Successful

Define Tab

Basic PropertiesAdvanced Options
TypeNameDescriptionClose Window on Save

Apply Reason Code to Parent Service Request

Apply Status To Parent Service Request
Update TicketComplete as SuccessfulComplete as Successful and set to closedNoNoNo

Permission Tab

Groups
Roles
Users
Limit To

Administration

Service Request

----

Set Tab

Set Ticket Parameters
 
Statusclosed
Phaseclosure
Reason Codefulfilled

Step: Fulfilment Failure

Define Tab

Basic PropertiesAdvanced Options
TypeNameDescriptionClose Window on Save

Apply Reason Code to Parent Service Request

Apply Status To Parent Service Request
Update TicketFulfilment FailureClose as failed fulfilmentNoNoNo

Permission Tab

Groups
Roles
Users
Limit To

Administration

Service Request

----

Set Tab

Set Ticket Parameters
 
StatusClosed
PhaseClosure
Reason CodeFailed Fulfilment

Step: Reopened Closed Request

Define Tab

Basic PropertiesAdvanced Options
TypeNameDescriptionClose Window on Save

Apply Reason Code to Parent Service Request

Apply Status To Parent Service Request
Update TicketReopen Closed RequestReopen Closed RequestNoNoNo

Permission Tab

Groups
Roles
Users
Limit To

Administration

Service Request

----

Set Tab

Set Ticket Parameters
 
StatusActive
PhaseFulfilment
Reason CodeReopened

Notify Tab

SRQ_Reopen

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