Using the Request Details Window

This topic relates to the Nano interface.

The Request Details window enables you to view a request, log a request, update a request, or close a request.

Finding a request involves using the Search or Outstanding windows, or by typing the number into the Quick Search.

Logging a request involves identifying the user who is requesting the service, recording the service and configuration item, classifying and prioritizing the request, capturing its details, and finally assigning the request to a request manager.

Updating a request can involve changing values in fields, such as the Priority or Service, adding comments, changing the status, or assigning to an analyst or group, and finally saving the changes.

Authorizing a request involves entering a password and selecting the Authorize or Reject button.

Closing a request involves changing the value in the Status field to a closure status configured by the System Administrator, updating field values as needed, adding closure comments, and finally saving the changes.

For information on all the different ways you can interact with requests, see Working with Requests

Before you start

To view requests Workflow Analyst must be selected in the Shared tab of your Workflow Management Security Role.

To create requests, Create Request must be selected in the Requests tab of your Workflow Management Security Role.

Logging a Request

  1. On the menu, select New Request, then select the Workflow Process and Workflow Template.
  2. The Request Details window appears.
  3. Complete The Request Details.
  4. select to finalize creation of the request. The window will close or stay open depending on system configuration.
  5. select to cancel the request creation.

Opening a Request Record

  1. Open an existing request record using one of these methods:
  • On the menu, select Search and then Request Search. The Task Search window appears.

    • See Searching for Requests for details on how to perform a Task Search.

  • On the menu, select View and then Request Outstanding. The Task Outstanding window appears.

    • See Viewing your Outstanding Requests for details on how to use the Tasks Outstanding window.

  • If you know the number of the request you want to view, type it into the Quick Search field
  1. The Request Details window appears.
  2. Complete The Request Details.
  3. select to save the changes. The window will close or stay open depending on system configuration.
  4. select to cancel the changes and close the window.
  5. select to authorize the request and close the window.

    6. If a password is required, you must first enter your password in the Password field.

    This button is only available on requests requiring authorization.

  6. select to reject the request and close the window.

    7. If a password is required, you must first enter your password in the Password field.

    This button is only available on requests requiring authorization.

Complete The Request Details

There is no specific order in which you need to complete the fields. One or more fields may be mandatory depending on how your system has been configured. If you do not complete a mandatory field, the system will prompt you to complete the mandatory field when you try to Save.

Fields may vary depending on how the System Administrator has designed the screen. Only the standard fields are described.

Complete the fields.

Request Title This field is automatically populated with the request title from the workflow template. You can overwrite the text if you wish.
Description This field is automatically populated with the request description from the workflow template. You can overwrite the text if you wish.
User Start keying in the name; after three characters are entered records will be displayed beneath the field, updating as more characters are entered. Select the user from the list.

View the person details by one-clicking their name. Details are displayed in a window to the right of the request screen.

Update the person details by double-clicking their name. Details are displayed in window over the request screen. Complete the details and select Save, or Cancel to cancel all changes.

Clear the field by selecting the beside the name.
Organization If you have already selected the user or configuration item, and if they are linked to an organization, the Organization field is automatically completed. If the field is empty, start keying in the name; after three characters are entered records will be displayed beneath the field, updating as more characters are entered. Select the organization from the list.

View the organization details by one-clicking its name. Details are displayed in a window to the right of the request screen.

Update the organization details by double-clicking its name. Details are displayed in window over the request screen. Complete the details and select Save, or Cancel to cancel all changes.

Clear the field by selecting the beside the name.
Location If you have already selected the user or organization and if they are linked to a location, the Location field is automatically completed. If the field is empty, start keying in the name; after three characters are entered records will be displayed beneath the field, updating as more characters are entered. Select the location from the list.

View the location details by one-clicking its name. Details are displayed in a window to the right of the request screen.

Update the location details by double-clicking its name. Details are displayed in window over the request screen. Complete the details and select Save, or Cancel to cancel all changes.

Clear the field by selecting the beside the name.
Request Status

The Request Status field is used to denote the status of the request. Select to display the list of statuses.

Statuses can also perform a function on the request, such as close the request, stop the clock on the linked service level agreement (SLA), start the clock on the SLA, or resume service on the SLA. These functions must be configured for the Request Statuses by the System Administrator.

Images may appear beside the statuses, if configured by the System Administrator, to denote the function each status performs on the request. The images and the function they may denote:

May denote no change, or may unpause the SLA clock.
May denote no change, or may unpause the SLA clock.
May close the request.
May denote no change, or may unpause the SLA clock.
May denote the SLA will be closed.
May pause the SLA clock.
May denote no change, or may unpause the SLA clock.
May denote no change, or may unpause the SLA clock.
May denote no change, or may unpause the SLA clock.

Selecting a status that is not configured with the Stop Clock function, will unpause the SLA clock; this excludes statuses configured with Service Resume and Close.

Check with your System Administrator to learn what functions are associated with the Request Statuses configured for your ASM System.
Implementation State

Select the situation which best reflects the state of implementation upon completion, such as Successful, Unsuccessful, etc. Select to display the list of implementation states.

This field is read-only unless a Request Status is selected that closes the request; refer to Request Status
Assigned To Use this field to assign the request to another analyst or group. Start keying in the name; after three characters are entered records will be displayed beneath the field, updating as more characters are entered. Select the analyst or group from the list.
Request Services Start keying in the service, after three characters are entered records will be displayed beneath the field, updating as more characters are entered. Select a service from the list. Multiple services can be added.

View the service details by one-clicking its name. Details are displayed in a window to the right of the call screen.

Update the service details by double-clicking its name. Details are displayed in window over the request screen. Complete the details and select Save, or Cancel to cancel all changes.

Remove a service by selecting the beside the name.
Request CIs Start keying in the configuration item, after three characters are entered records will be displayed beneath the field, updating as more characters are entered. Select a config item from the list. Multiple config items can be added.

View the config item details by one-clicking its name. Details are displayed in a window to the right of the call screen.

Update the config item details by double-clicking its name. Details are displayed in window over the call screen. Complete the details and select Save, or Cancel to cancel all changes.

Remove a config item by selecting the beside the name.

Type Select to display the list of types and select the required type of the request.
Priority Select to display the list of priorities and select the required priority of the request.
Risk Select to display the list of risks and specify the possible risks incurred if the request for change is not applied, or during its implementation.
Request Attachments

Expand the section to see objects attached to the request.

If more than 5 files are attached, use the pagination buttons to see more pages of attachments.

Attach objects by pressing to open your operating system's file browser, and from there select the file(s) you want to attach. The selected object(s) appear in the Attachments table. You can also attach files by dragging them into the attachments section. Up to 20 files can be attached in one action.

Remove objects by pressing the beside the object name in the table.
History Expand the section to see the request history, with a list of all of the actions taken on the request. Scroll up and down within the history section to see all history entries.
Time, Type & Cost

Expand the section to see fields for recording time spent on the request, the type of action, and to set a reminder or suspend the request.

Action Type Select the activity associated with this stage of the request from the drop down list.
Suspended to Select this checkbox to suspend the request up until the date you specify.

Taking action on a request does not remove the suspension. To do so, you have to manually remove the suspension by unselecting the checkbox.

Pop Reminder at Select this checkbox to set a reminder on the request. The system will send you a reminder email on the date you specify.

For a reminder email to be sent, your system must have Email at Escalation enabled in the Workflow Management section of the Messaging window.

In order for a request to come out of a suspended state, or for a Reminder to be sent, the polling service must be running.
Notes

Use this tab to describe the actions taken on the request in as much detail as you wish. Once saved, this information will form part of the request history.

To enlarge the text area, click on and drag downward; drag upward to reduce the height.
Visible to User

Select if you want users to view your notes in the request’s history on the Service Portal, select the Visible in Portal checkbox. Clearing this option is useful if you want to avoid disclosing private or sensitive information to users.

This option is selected by default if the History Private option is selected in the Workflow Management Settings window of system admin. However, you can still clear the option if needed.
Security

Select a security profile to allow only analysts with that security profile to see your notes in the work item history in ASM Core or Nano.

You can only see the security profiles to which you have access. If you do not have access to any security profiles, this field is not displayed.
Password

This field is only visible if the request requires authorization.

Type your password to authorize or reject the request.

A password may not be required depending on the integrated security settings defined by the system administrator.

select to save the changes and close the window.

select to authorize the request and close the window.

select to reject authorization on the request and close the window.

select to cancel the changes and close the window.

The Toolbar

From the Request Details window, you can do the following using the toolbar buttons:

Use the report icon to save the request details to PDF. The PDF is saved or opened dependent on the browser settings.
Use the email icon to send an email from the request. See Sending Emails for details on completing the Email window.
Use the Dependency Diagram icon to view a graphical display of all the tasks in the workflow.
SLM Indicators The SLM indicators represent the status of SLM agreement events on the request. The color and symbols on the icons indicate the type of event and status of the event.

Select an indicator to see escalation and breach times for the agreement. The SLM window expands from the right of the screen.

An SLM agreement is active, configured with three escalation levels. No escalations have occurred.
An SLM agreement is active. One escalation has occurred.
An SLM agreement is active. Two escalations have occurred.
An SLM agreement is active. Three escalations have occurred.
An SLM agreement has breached.
An SLM agreement was successfully met.
Request Phase The Request Phase is a graphical representation of the life cycle of the request. The current request phase is highlighted.

Request Phases are configured in the Request Phases window, and mapped to Request Statuses in the Request Completion Statuses window in System Admin.