Request Phases

The fields described in this topic are only relevant to the Nano interface. They will not have any impact on the search fields in ASM Core or the Self Service Portal

 

Request phases represent the various stages of a request at a given point in time. Request Phases correlate to Request Completion Statuses. Request phases are displayed in Nano as a segmented graphical representation on the request details. As the request completion status changes, so does the phase segment highlighted in Nano. Request phases are displayed in the order in which they are listed in the Request Phases window in System Admin.

 

Request Phases cannot be set on requests directly, instead they are mapped to Request Completion Statuses. The request completion status of a request determines its Request Phase.

Three steps are required for Request Phases to be visible in Nano:

  1. Create the Request Phases (described below in this topic).
  2. Configure Request Completion Statuses with a Request Phase.
  3. Set a Request Completion Status on the request. At this point the Request Phase appears as a graphical representation on the request details window in Nano.

    4. The system default request phase Unspecified hides the Request Phase graphic in Nano.

For information on other configuration settings for Nano, see Configuring Nano

Creating a Request Phase

Before you start

You must have Workflow Management Set Up enabled within your General Access Security Role to work with request phases.

  1. Select , then Admin, then select System Administration. In the Explorer pane, expand Workflow Management.
  2. Select Request Phases. The Request Phases window appears, with a browse table listing all existing request phases .
  3. Select . A blank row is inserted in the browse table.
  4. Type the name of the phase you want to define.
  5. Select to save the changes. Provide the Change Reasons if prompted to do so.

Renaming Request Phases

Before you start

You must have Workflow Management Set Up enabled within your General Access Security Role to work with request phases.

You should not rename the system default Unspecified request phase.

  1. Select , then Admin, then select System Administration. In the Explorer pane, expand Workflow Management.
  2. Select Request Phases. The Request Phases window appears, with a browse table listing all existing request phases
  3. Select the phase you want to rename, and overwrite the name with the new name you wish to use.

    4. You should not rename the system default Unspecified phase.

  4. Select to save the changes. Provide the Change Reasons if prompted to do so.

Changing the Order of Request Phases

All Request Phases are displayed in Nano in the order in which they are listed in the Request Phases window in System Admin. The exception is the system default Unspecified which is not displayed in Nano. You can change the order in which the phases are displayed.

Before you start

You must have Workflow Management Set Up enabled within your General Access Security Role to work with request phases.

  1. Select , then Admin, then select System Administration. In the Explorer pane, expand Workflow Management.
  2. Select Request Phases. The Request Phases window appears, with a browse table listing all existing request phases.
  3. Use and to change the order of the phases. The phase that occurs first should be at the top of the table, followed by the next one, and so on.
  4. Select to save the changes. Provide the Change Reasons if prompted to do so.

Deleting a Request Phase

Before you start

You must have Workflow Management Set Up enabled within your General Access Security Role to work with request phases.

You cannot delete the static value Unspecified. You cannot restore a deleted request phase; you will have to re-create it if needed. Any requests using a phase that is deleted will have the system default Unspecified applied.

  1. Select , then Admin, then select System Administration. In the Explorer pane, expand Workflow Management.
  2. Select Request Phases. The Request Phases window appears, with a browse table listing all existing request phases.
  3. Select the request phase you want to delete. Select . If you attempt to delete the system default, you will receive a warning message.
  4. Select to save the changes. Provide the Change Reasons if prompted to do so.