Configuring Service Request Management

General

Service Request Closure

• Request Closing Mode: Select the mode in which the SR can be closed after resolving the SR.

  Auto: If selected, the status of an SR is changed from Resolved to Closed after the configured number of days.

  Manual: If selected, the Analyst needs to manually close the SR after re-verifying the solution provided.

  Auto closing Days: Type in the number of days after which the status of the SR should automatically change to Closed from Resolved.

Note: When you select the Request Closing Mode as Auto, you need to provide a value for this field (Auto Closing Days). Also, the application will not consider the weekends (Saturday and Sunday) for Auto closure.

Assign User Reopened Requests to Workgroup

Select the check box for the assignment of the re-opened SR to the Workgroup.

Enable Pending Status Change on End User Update

If selected, when the End User updates an SR in Pending status, the status of the SR changes to the previous status of the Incident for all Pending Reasons or for the selected Pending Reasons.

Delete Attachments

Allows you to configure the following options:

• • • Enable for Analyst: If selected, the Analysts can delete attachments from the SR.

    • Enable for End User: If selected, the End Users can delete attachments from the SR.

Enable Auto-Assignment of SRs

Select this check box to auto-assign SRs to Analysts with least number of assigned SRs. Select the status option in the Do Not Assign Ticket for the Status drop-down field. By selecting the status options you can configure for which status the ticket should not auto-assign.

Tree View Pop-up

Allows you to configure the following options:

• • • Enable Category Parent Node selection: Select this option to enable selection of both Parent and Child Category nodes on New Service Request and New Service Request for User pages.

    • Enable Classification Parent Node Selection: Select this option to enable selection of both Parent and Child Classification nodes on New Service Request and New Service Request for User  pages.

    • Disable Classification Selection: If selected, the End Users do not need to select the Classification while logging SRs.

E-Mail Notification

Notification For All Status Updates: If selected, e-mails are sent to the Caller and Workgroup Analysts for every update of the SR.

Notification For Selected Status Updates: If selected, e-mails are sent to the Caller and Workgroup Analysts when the selected status is updated.

• • • Status: Select the check box corresponding to the status that you want to configure to send notifications.

    • Caller: Select the check box to send the notification to the caller.

    • Workgroup/Analyst:  Select the check box to send the notification to the Workgroup or Analyst.

Description Length

Specify the  minimum and maximum number of characters that should be provided for the Description field. The default minimum length is 20 characters and the default maximum length is not limited.

Suppress Notification Emails

Enables you to restrict specific email notifications. During creation or update of any ticket an email notification is triggered to all the users associated with the respective workgroup. An analyst receives all these email notifications that are applicable or non-applicable which leads to unnecessary distraction

Enable choosing a Sender for sending e-mails

Select the check box to enable the From list box in Send Email page. You can select from multiple Sender addresses added on the SMTP configuration pages. The configuration listed are pre-defined and sequence as; 

• • • Workgroup 

    • Department 

    • General

Enable sending email in the Analyst’s name

Select the check box to Send Email which include the Analyst’s name in the From section. The email subject is displayed that an email is send on behalf of the analyst by this user. 

Configure Likert Scale Question Type

If selected, the Likert Scale is displayed in the Question Type drop-down list of the Feedback Question page under Feedback Configuration.

Remote Desktop Sharing

Configuration

• Replicate Application Settings Configurations: Select the Replicate Application Settings Configurations option to replicate the remote desktop sharing configurations done on the Application Settings page for the selected Tenant.

  Tenant - Specific: Select the Tenant-Specific option to do Tenant-specific configuration for the Remote Desktop Sharing.

  Tenant - Specific: if selected, the Enable Basic Remote Desktop Sharing and Enable Advanced Remote Desktop Sharing check boxes are displayed.

Enable Basic Remote Desktop Sharing

If selected, the Basic Remote Desktop Sharing (Basic Remote Desktop Sharing (Free Version)) is enabled in the application.

Enable Advanced Remote Desktop Sharing

If selected, the Advanced Remote Desktop Sharing (Paid Version) is enabled in the application.

Hosted On

Select the type of application installation for enabling Advanced Remote Desktop Sharing, On-Premise or On Cloud.

Advanced Remote Desktop Sharing URL

Type in the Remote Desktop Sharing URL.

URL Display Name

Type in the Display name for the URL.

User Name

Type in the User Name.

Password

Type in the Password.

Confirm Password

Re-type the Password.

Field

Description

For End Users

Enable Chat Expiration

Select the check box to allow the End User to send the chat request for a specified duration. The chat request expires after the specified duration.

Expiration Timeout(In Mins): Specify the duration of the chat request in minutes. After the specified time chat request becomes invalid.

Enable Reminder to Callers for Pending Reasons

Select the pending reason in the drop-down list to send an e-mail reminder to the Callers, if the SR is in Pending status for the selected Pending Reasons.

Auto-Resolve Service Requests

If selected, the Service Requests are resolved automatically after the maximum number of reminders are sent to the Caller.

Maximum No. of Reminder

Note:

When Auto-Resolve Service Requests check box is selected, Maximum No. of Reminder field is populated below the Auto-Resolve Service Requests check box. 

Specify the number of reminder e-mail(s) that should be sent to the Callers.

Set Fields for Auto-Resolving Service Requests

Note:

When Auto-Resolve Service Requests check box is selected, Set Fields for Auto-Resolving Service Requests hyperlink is populated below the Maximum No. of Reminder field. 

On the Auto-Resolution Service Request Configuration page, you can configure the default values to auto-resolve Service Requests.

Figure: Fields for Auto-Resolving Service Requests page

Note:

If the Do Not Overwrite Values check box is selected, the values configured on the Auto-Resolution Service Request Configuration pop-up are not overwritten while resolving Service Requests automatically.

Enable Cart

Select the Enable Cart check box to allow the End Users to add Service Requests to the cart.

Log Service Requests On Behalf Of Customers/Sub-customers

All Customers

If selected, all the Customers of the selected Tenant are displayed in the Customer drop-down list on the NEW SERVICE REQUEST page and NEW SERVICE REQUEST FOR USER page.
Note: The Enable Caller Selection check box must be selected for the Service Request module.

Customer and Sub Customers

If selected, the Customer and Sub Customers specific to the logged in user Customer are displayed in the Customer drop-down list on the New SERVICE REQUEST page and NEW SERVICE REQUEST FOR USER page. Note:

• The Enable Caller Selection check box must be selected for the Service Request module.

• If the logged in user does not have any Customer, all the Customers of the selected Tenant are displayed in the Customer drop-down list on the NEW SERVICE REQUEST page and NEW SERVICE REQUEST FOR USER page.

Convert Service Request to Incident

Enable Service Request to Incident Conversion

If selected, then the option is enabled for all catalog by default and is available on the SR details page as well as on the catalog page. This option can be disabled for an individual catalog from the catalog page under the additional information tab.

Landing Page

Select the Landing page. This is the page that will open when the Analyst clicks on Convert to Incident icon while converting the Service Request to Incident.

• If dropdown value of Landing Page = New Incident, then the control navigates to New Incident screen

• If dropdown value of Landing Page = New Incident for User, then the control navigates to New Incident for User screen 

Convert Service Request to Incident Options

Convert Service Request to Incident Options

This section allows to configure the Service Request status once the Incident is created from it.

• Manually Resolve Service Request: If this option is selected, when an Incident created from the Service Request, Analyst needs to resolve the Service Request manually after resolving the Incident.

• Auto-Cancel Service Request: Select this option to cancel the Service Request immediately when the Incident is created from it.

• Auto-Resolve Service Request: If this option is selected, when an Incident created from the Service Request, the Service Request is resolved automatically once the Incident is resolved.

Note:

When Auto-Resolve Service Request check box is selected, hyperlink of Auto-Resolution Service Request Configuration is populated below the Auto-Resolve Service Request check box. 

On the Auto-Resolution Service Request Configuration page, you can configure the default values to auto-resolve Service Requests.

Figure: Fields for Auto-Resolving Service Requests page

If the Do Not Overwrite Values check box is selected, the values configured on the AUTO-RESOLUTION INCIDENT pop-up page are not overwritten while resolving Incidents automatically.

Field

Description

For Analysts

Enable Canceled Status

If selected, the Cancelled status is displayed on the Service Request Details page using which the Analysts can manually cancel the SR.

Hide 'Mail To Caller' Check Box on Request Details Page

Allows you to hide or unhide the Mail to Caller check box.

Disable Vendor Incident Status Check

If selected, the Analysts do not need to check the status of the Vendor Incidents before resolving the Incident.

Enable First Call Resolution (FCR)  Option

Select the check box for the Analyst to select the check box if the SR is a First Call Resolution (FCR).

Enable Capture of Closure Category

Select the check box for the Analyst to select the Closure Category.

View Other Workgroup SRs

If this check box is selected, the Analysts can also view the SRs of other Workgroups for which they do not have access by selecting the check box Other Workgroups check box on the Filters pop-up of the Service Request List page. In addition to this, the configured Analysts can view and edit Service Requests of other Workgroups for which they do not have Analyst access using Global Search by enabling Allow the Analyst to edit all Service Requests check box on the Analyst page.

Allow Workgroup Owner to Edit Priority

If this check box is selected, the Workgroup Owner can edit the Priority of the SR if it is disabled by any matrix configuration.

Enable Bulk Update Icon on List page

Select this check box to enable Analysts to bulk update SRs.

Enable Caller Selection

If selected, the End User can raise new Service Requests on behalf of the selected Caller.

Enable Evaluation

If selected, the Evaluation feature is enabled for the selected Tenant.

Display End User Follow-up Details

If selected, the Follow-Up Details section is displayed under the Communication tab of Service Request Details page.

Minimum Characters For Private Log

Specify the minimum number of characters that should be provided for the Private Log field. The default minimum length is 10 characters.

Minimum Characters For User Communication

Specify the minimum number of characters that should be provided for the User Communication field. The default minimum length is 10 characters.

Minimum Characters For Solution

Specify the minimum number of characters that should be provided for the Solution field. The default minimum length is 10 characters.

Notify Workgroup Owner(s) for SR Reassignment

If selected, an e-mail notification is sent to the Workgroup owner of the selected Tenant upon updating the existing Analyst on the Service Request Details page. If both the existing Workgroup and Analyst are changed, the previous and current Workgroup Owners receive e-mail notifications.

Additionally, in order to notify Workgroup owner(s), the Notify Workgroup Owner for Service Request checkbox must be enabled on the Workgroup page. For more information.

Allow Analyst to Edit Description

If selected, the Analysts can edit the Description of the Service Requests for the selected Tenant using the application.

Enable Tabs On Service Request Details

Select the check box in this section to enable the respective tab on the Service Request Details page.

Remarks Display

Select Hide to hide the Remarks field or select Non Mandatory to make the Remarks field optional

Remarks Label Name

Provide a label name for the Remarks field. The default label name is Remarks.

Mandatory Configuration for Private Log/User Communication

Allows you to configure Private Log and/or User Communication as mandatory for specific actions.
To configure Private Log and/or User Communication:

• • • Select Private Log and/or User Communication.

    • Select appropriate option(s) in the Workgroups column.

    • Select the status in the Status column to be configured as mandatory.

    • Click   to add the configuration.

    • Click Submit to save the configuration.

Workgroup

Displays the Workgroups for which Private Log and/or User Communication is configured as mandatory.

Status

Displays the status for which Private Log and/or User Communication is configured as mandatory.

Private Log

Indicates if Private Log is configured as mandatory.

User Communication

Indicates if User Communication is configured as mandatory.

Delete

Allows you to delete the configuration. Click  to delete the configuration.

Effort Logging

The effort logging is done based on any of the following selected options:

• Manual Entry: Select the option to allow the Analysts to manually log the efforts for the SR.

• Using Stopwatch: Select the option to use the stopwatch to capture the time spent on the SR.

• Disable: Select the option to disable the Effort logging field.

Effort Log Validation

Select the required check box to define when logging effort is mandatory.

• Pending: When the previous Incident status is anything other than Pending, the Analyst needs to log Efforts.

• Resolved: When the previous Incident status is anything other than Resolved, the Analyst needs to log Efforts.

• Workgroup Change: Whenever the Workgroup is changed, the Analyst needs to log Efforts.

• Assigned Analyst Change: If the last assigned Anlayst and newly assigned Analyst are different, the logged in Analyst needs to log Efforts. If there was no Analyst Assigned to the Incident and an Analyst is now assigned to the Incident, Analyst needs to log Efforts.

CONFIGURE CUSTOM ATTRIBUTE FIELDS

The fields selected in this section are not updated in the Child Incidents when these fields are modified in the Parent Incidents.

Fields That Are Required In Email Notification To Capture Recent Updates

The fields selected in this section is included in the e-mail notification for the recent updates.

Select Custom Fields

Select the fields to include them in the e-mail if the tag *Attribute_Changes* is included in the e-mail template.

Capture Reasons For Change Of Fields

Select the required fields in this section. If the selected fields are modified, the Reason for Change is mandatory.

Priority Validation Order

Select the appropriate option in the drop-down list. For any modification in the Priority, the Reason for Change is mandatory based on the selected option.

Active

Indicates the status set for the configuration details of the Service Request Management module.

• • • If selected, the configuration details for Service Request Management module is enabled to display on other pages of the application.

    • If not selected, the configuration details for Service Request Management module will be a inactive configuration. The configuration is disabled to display on other pages of the application.

Mandatory In-Progress Status Before Changing the Status to Pending

If selected, the SR must be in the In-Progress status at least once before being moved to the Pending status.

Disable Resolved Status If Incident is in Pending Status Or Mandatory In Progress Status to Resolve the Incident

If selected, the Resolved status is disabled if the SR is in the Pending status. Or, the SR must be in the In-Progress status at least once before being moved to the Resolved status.

Display "Show SR Updated By E-mail" Check Box on Filters and "Last Updated by Analyst Using E-mail" Icon

If this check box is selected, the "Show SRs Updated By E-mail" check box is displayed on the FILTERS pop-up page of the Service Request List page and "Last Updated by Analyst Using E-mail" icon is displayed for the respective SR on the Service Request List page. This icon indicates that the respective SR is updated by analyst through e-mail.

Enable Bulk Update of Service Requests for Other Workgroups

If selected, all the Analysts of this Tenant can bulk update Service Requests of other Workgroups to which they do not have access. To allow or restrict access to specific Analysts, go to the ANALYST page.  For more information.

Field

Description

For Approver

Configure Approver Details

Configure the fields in this section to display in the Service Request, Service Request Details and Approve Service Request page

Skip Repeated Approvals

If selected, if the same Approver is configured at different levels, the Approver needs to approve only once and rest of the approval levels are skipped. Example: If John is configured at Level 1, 3, and 5 of the approval matrix, John needs to approve at Level 1, and Level 3 and 5 are skipped. However, the approvals are not skipped for Group Approvals.

Display Signature along with Approval

If selected, the e-signature of the approver which is uploaded in the approver's User Profile is displayed as a separate column in the Approval Details section (tabular view) of Approve Service Requests (Request > User > Approve Service Requests) page. 

By default, this option is unchecked. Therefore, only those requests that are created after enabling this option will have the e-signature details in the Approval Details section. 

Bar Caller from Approver List

If Enable Approver Selection under Configure User Group is disabled then in case of multiple approvers, Bar Caller from Approver List feature will remove the caller from the approver list after submission. If the caller is the only approver then system displays a Validation Message and blocks the SR submission.

If Enable Approver Selection under Configure User Group is enabled then in case of multiple approvers, if user selects only caller as an approver, system displays a validation message and blocks the SR submission. If user selects multiple approvers including a caller, Bar Caller from Approver List feature will remove caller from the approver list once the SR gets submitted. If the caller is the only approver then system displays a validation message and blocks the SR submission.