Searching for Requests

vFire Core enables you to search for open and closed requests using a variety of search criteria. This search function includes the ability to select both high- and low-level criteria to filter your search. You can, for example, search for requests logged by a particular analyst, for a specific client and after a certain date.

Quick Search for Requests

If you know the number of the request you want to view, use the Quick Search fields on the wrapper:

  1. Select Request in the first drop-down field.
  2. Type the request number in the second drop-down field.
  3. Click Find. The Request Details window for the corresponding request is displayed.

Full Search for Requests

  1. Select , Search and then Requests.
  2. In the left hand pane of the Request Search window, specify the search criteria. You can add more criteria by selecting the button and configuring your search criteria.

    3. ClosedThe following criteria are standard on Request Search windows:

    Request State

    You can search for Open, Closed, Authorized, Not Authorized, Implemented, and Not Implemented requests by selecting the options at the top of the Request Search window. The default options selected for the search are Open, Authorized, Not Authorized, and Implemented requests.

    Open/Closed Use these checkboxes to locate requests that are active and those that have been closed
    Authorized/Not Authorized Use these checkboxes to locate requests that have been authorized by the Request Manager, and those that are pending authorization
    Implemented/Not Implemented Use these checkboxes to locate requests which are in progress, and those that are yet to start
    Submitted/Not Submitted Use the Submitted checkbox to locate requests that have been logged and submitted. Use the Not Submitted checkbox to locate requests that have been logged, but have not yet been submitted. You must select at least one of the request state options to search for requests
    Request Dates

    You can search for requests (in any state) within a specific date/time range, combined with the parameters including date created, last actioned, or date resolved, etc. Select the dates in the format defined by your administrator, then specify whether the search should be based on the following date parameters:

    Created Date on which the request was logged in the system
    Completed Date on which the implementation of the request ended
    Plan Start Date on which the request has been scheduled to start
    Target Date on which the request is scheduled to be completed
    Last Actioned Date on which the request was last actioned (forwarded internally, deferred, or taken over) by an analyst
    Authorized Date on which the Request Manager authorized the request for implementation
    Started Date on which the implementation of the request began
    Type

    You can use the button to select the Type associated with a request, and base your search on this field. Options are available to select top-tier types and/or select intermediate tiers also. A top level tier can be selected without having to select any or all of its tiers. All requests with the defined request type will be displayed in the results.

    To view only top level request types, select the Equal option. This will display a list of top-tier request types defined on your system. Where there are intermediate tiers associated with the top tier, these can be viewed and selected using the Equal + Below option.

    Completion Status You can search for requests based on their status. You can select more than one status to include in your search.
    Request User

    Key in part or all of the user's name, and press Enter.

    If there is only one match, the field is completed. If there are several, a list of matching user names is shown, from which you can select one. Alternatively, use the button to search for and find the user.
    Request Organization

    Type part or all of the organization name and press Enter. If there is only one match, the organization is displayed. If there are several, a list of matching organizations is shown, from which you can select one.

    Alternatively, type % and press Enter to see all available organizations, or use the button, changing the search field by clicking on the arrow and choosing from the pop-up list. You can add new organizations from the window that is displayed.

    Once an organization has been selected, select one of the following options:

    • Equal to include only those requests that were logged against this organization, not including any of its subsidiary organizations. For example, if Head Office was selected, only requests relating to users and/or CMDB items linked to Head Office will be displayed.
    • Equal + Below to include all requests logged against this organization, and any of its subsidiary (child) organizations. Once again, if Head Office was selected, requests relating to users and/or CMDB items linked to Head Office will be displayed, as will the requests for all organizations linked to this parent.
    Request Priority Use the drop-down list to search for requests with a specific priority.

     

  3. When you have specified one or more criteria, select Search at the bottom of the pane. The matching results are displayed in a browse table in the results pane. Each column of the Results browse table corresponds to a request attribute, such as Request No., Priority and Description. Click a column heading to sort the results by ascending or descending order.
  4. To view the results as a graph, select from the toolbar.

    5. You can drill down into a specific bar or section of the graph and view a list of the corresponding requests. If viewing a Horizontal Bar graph, click the bar with the specific requests that you wish to display. If viewing a Pie Chart, click the appropriate segment. A new Request Search window opens and displays all requests specific to the selected bar or piece of the graph, in the form of a browse table.

  5. To return to the tabular view, select .
  6. You can view or action a request by selecting it and selecting or . Depending on how your system is configured, double-clicking a request in the browse table either opens it in Review mode or in Action mode.

    7. If a request is currently open and is being updated by another analyst, you cannot take action until the locking analyst releases it either by deferring it, cancelling it, or forwarding it. If a request is completed, you will have to reopen the request and take action on it to make any changes. By doing so, you are effectively taking over responsibility for the request.

  7. You can also use the following buttons in the chart display:

    8. to save the search
    to copy the search
    to delete the saved search
    to display the results as a report
    to display the results in calendar format called the Forward Schedule of Change
    to display the chart as a gantt chart

    to export the graph as an MS Project file

    All requests in the browse table are exported, even if you have selected one request.
    to forward selected requests. This will display the Bulk Forward Requests window, from which you can select the analysts and/or groups you wish to receive the request.

    To close one or more of the requests in the search results, use the Bulk Close function. Select the record(s) you want to close, using the Shift key to select consecutive records, or the Ctrl key to select non-consecutive. Then click on the toolbar.

    You will be prompted with a warning before the request closes. If you are not a manager or the request is currently open, you will receive an error message informing you that the request will not be closed.

    to convert the request to a template. The Convert Request to Template window is displayed, and you are given the option to simply convert the request to a workflow template, or keep the request and copy it to a workflow template.

    Complete the details.

    Template Title Specify the name of the template you want to create
    Workflow Process From the Workflow Process list, select the process with which you want the template to be associated
    Convert Request...

    Select the appropriate radio button -

    • Convert Request to Workflow Template will entirely convert the request into a template, deleting the original request in the process.
    • Copy Request to Workflow Template will create a copy of the request and convert this copy into a template. In this case, the original request is not deleted.
    Reset Select to delete the task and request histories of the original request on the converted template. This option will also reset all data on the request and tasks.

Viewing Results as a Forward Schedule of Change

The Request Search window enables search results to be displayed in a calendar format called the Forward Schedule of Change, or Change Schedule. This view can be used for example to:

  • Determine scheduling windows for proposed changes
  • Provide information for a Projected Service Outage (PSO) report
  • Examine previously implemented requests and changes to allow for problem management
  • Book short-term requests for equipment.
  1. In the Request Search results table, select from the toolbar. The Forward Schedule of Change window displays a one month calendar. The upper left of the calendar shows the month and year being viewed. The left and right navigation arrows move the view to the previous and next month. Using these arrows, you are able to view the calendar outside of the selection criteria date range.
  2. From within the calendar, you can complete the following details:

    3. Change Calendar

    The drop-down menu shows Change Calendars which allow for organizing changes into various types of equipment, systems, or regions suitable for your configuration. When a Change Calendar is selected, only those changes related to that calendar are shown.

    When Change Calendars is selected to be partitioned, the Change Calendar drop-down will only show Change Calendars created under the partition selected in the Partition drop-down in the search criteria options. Month and Day views will show only Change Windows created for the selected partition, even when the ALL option is selected.
    Holiday Calendar The drop-down menu allows you to view public holidays on the calendar so that they can be considered in setting requests for changes. Various holiday calendars can be set to show holidays in different countries. Holidays are shaded with a light blue background in the calendar.

  3. Each day shows Change Windows at the top and scheduled requests in the middle, shown as a horizontal bar spanning the start and end time scheduled for the Change Window or request. If an item spans more than one day, arrows on the left and/or right of the horizontal bar indicate continuation into the previous or next day. The bar may be overlayed by a bar spanning from a previous day.
  4. Hover over a request or Change Window to display a tool tip showing details of the item. If the request or Change Window spans more then one day, the horizontal bar showing the time span will expand to show the length of the request or Change Window.

    5. On this tool tip, Status refers to the request status (not to its physical status), and Owner refers to the request manager.

  5. Double-click any request to display the Request Details window for that request.
  6. Click the hyperlink text “CW” or “Req” at the bottom of any day where a Change Window or request is set up to display the Day view. This shows the Change Windows and/or requests for that particular date. Left and right navigation arrows at the top left move the Day View window one day forward or back.

You can use any Search Criteria to affect which items appear in the Forward Schedule of Change window, for example, restricting the Type to just show Standard Changes.