Manage Service Requests

Click Send Email icon to the stakeholders of the SR regarding the updates related to the SR. Once you click the Send Email icon, Send Email window pops-up and the following fields are displayed.

• Recipients Selection: Select the list of contacts by users or by recipients. Once you click the text field, the following options appears:

  Click the first option to select the group of users to which you want to send the email. The options in the dropdown menu are: Users, User Groups, By Roles, Groups based on User Properties, Dynamic Groups, Approvers, Custom Email IDs.Figure: Contact List - Groups

  Once you select the required option from the first menu, the names of the Recipients are auto-populated in the next field. Click on the dropdown menu icon next to Select Recipient to expand the menu. It displays a list of recipients to choose from.
  You can include additional recipients who should receive a copy of the email under the Cc section. Add recipients in the Bcc section to include additional recipients who should receive a copy of the email without other recipients knowing.

  Notification Template Selection

• Select the notification template by clicking on the Notification Templates dropdown menu.

• Specify the Subject, Body for the email. Subject and Body are mandatory fields. You can also send attachments with the email.

• Click Submit to save the email settings. If you do now want to configure the Send Email option, click Cancel.

Click Change History icon to view the Change History associated with the SR.
The Change History page is displayed.

Figure: Change History

The following are the different tabs in Change History to view audit trail of the SR. View complete record or log of all the changes made to the SR throughout its lifecycle by clicking on the Change History tab. View the Change History in Timeline view or Tabular view.

Click the date ribbon to expand it and view the complete details of the changes occurred on the SR. After clicking the date ribbon, the following page appears that displays who made the changes to the SR and on which date and time: Click the name of the person who made changes.

Communication history tab is a list or documentation of all the exchanges of messages, discussions, and interactions that have taken place over a given time period between different people or entitles. It offers an in-depth description of who spoke with whom, when, and what was said. Click the date and time ribbon to expand and view the details of communication history regarding the SR.

The Communication History page is displayedFigure: Communication History

Click individual name to expand and view further details about the communication. Details like to whom the communication was sent, date, time, subject, and message is displayed.  Click icon to view the complete communication message. The following pop-up window is displayed that shows the complete image. Click to close the pop-up window.

View the entire history and progress of the Workflow associated with the SR in the Workflow History tab. Workflow History refers to a log a record of actions and events that have taken place during a workflow or business process.

Click the individual log to expand and view the complete details of Workflow.

Link History is a record or log of the associations that the SR has with other records or any relevant information within the ITSM system. It helps track the history of connections between the SRs and other records, providing a comprehensive view of its lifecycle and interactions.

Figure: Link History

Link History tab further has different labs for different records which are linked to the SR. Click the individual tab to view details of the ticket which is linked to the SR.  Click the record ID to open the details of the record in a different tab.

SLA History describes the progression and historical development of service-level agreements. It includes the main turning points, how SLAs have changed over time, and how businesses have utilized them to monitory and guarantee the caliber of services they offer to clients.

There are two tabs in the SLA History tab:

• Resolution SLA

• Response SLA

Resolution SLA

The Resolution SLA specifies the maximum allowable time to resolve a service request from logging to resolution, including fixing the issue and restoring service. It measures the total duration required to provide a final solution or close the incident. It refers to the agreed-upon timeframe within which the team commits to resolving an SR.

Key Time Measurements for Resolution SLA:

• Total Time: The complete duration from when the service request is logged to when it is resolved, measured against the agreed resolution time.

• Total Time Taken: The actual work time spent resolving the issue, excluding pauses or stops; the active time the technician works on the request.

• Pause Time: The period when the request is on hold due to dependencies, like waiting for hardware, customer input, or vendor involvement; this is not counted towards resolution time.

• Stop Time: The duration when no work is done on the request, such as during escalation or awaiting approval, typically excluded from the resolution process.

• Completed Time: The moment the request is fully resolved and marked as "Resolved" or "Closed," with service restored or the solution implemented.

Example of Resolution SLA:

SLA Agreement: The SLA for resolution is set at 4 hours

Service Request Timeline:

1. Request logged at 9:00 AM.

2. Technician starts working from 9:00 AM to 11:00 AM.

3. Request is paused from 11:00 AM to 1:00 PM (waiting for parts).

4. The technician resumes work from 1:00 PM to 3:00 PM.

5. The request is resolved at 3:00 PM.

6. Total Time = 6 hours (9:00 AM to 3:00 PM).

7. Total Time Taken = 4 hours (9:00 AM - 11:00 AM and 1:00 PM - 3:00 PM).

8. Pause Time = 2 hours (waiting for parts).

9. Stop Time = 0 hours (no stop).

10. Completed Time = 3:00 PM.

The Response SLA specifies the maximum time allowed to respond to a service request after it is logged, emphasizing the initial acknowledgment or first response to the user or customer, rather than resolving the issue. It refers to the agreed-upon timeframe within which the team commits to responds to an SR.

Key Time Measurements for Response SLA:

• Total Time: Duration from request logging to first response, like acknowledgment or starting work; does not include resolution time.

• Total Time Taken: Active work time post-initial response; may be part of response time if immediate action is taken in some systems.

• Pause Time: Periods paused after initial response, like awaiting customer info, don't affect response time but impact resolution time.

• Stop Time: Time on hold, such as awaiting approval, doesn’t count towards Response SLA but may delay resolution.

• Completed Time: Pertains more to the Resolution SLA, relating to full resolution rather than initial response.

Example of Response SLA:

SLA Agreement: The SLA for the first response is set at 1 hour.

Service Request Timeline:

1. Request logged at 9:00 AM.

2. Technician acknowledges the request (first response) and begins assessing the issue at 9:30 AM.

3. The technician works on the request from 9:30 AM to 11:00 AM.

4. Request is paused from 11:00 AM to 1:00 PM (waiting for customer feedback).

5. Work resumes from 1:00 PM to 3:00 PM, and the issue is resolved at 3:00 PM.

6. Total Time = 6 hours (9:00 AM to 3:00 PM).

7. Total Time Taken = 4 hours (9:30 AM to 11:00 AM and 1:00 PM to 3:00 PM).

8. Pause Time = 2 hours (waiting for customer feedback).

9. Stop Time = 0 hours.

10. Completed Time = 3:00 PM.

11. Total Time from the creation of the service request is 6 hours, but the first response was made at 9:30 AM (30 minutes after the request was logged).

12. Since the Response SLA is 1 hour, and the response occurred within 30 minutes, this request meets the Response SLA.

Comparison of Key Time Metrics for Both SLAs:

• SLA Rule History - SLA Rule History provides a log of any rule changes adopted during the progress of the SR. Any such changes will be reflected in the SLA value being calculated for completion of the SR.

  

  Figure: SLA Rule History

Note

The SLA Elapsed time is auto-calculated based on the SLA Rule selected.

• SLA Detail History - The Detail History will have a comprehensive log of the SLA details captured to provide a birds-eye view of the status of SLA and elapsed time. For more information about details on the SLA Detail History page, refer the below table:

  Column	Description
  Status	Status of the Form is displayed here.
  Start Time	Start time of the SLA when it is activated is displayed along with the date.
  End Time	End time of the SLA is displayed along with the date.
  SLA Elapsed Time	SLA Elapsed Time is automatically calculated based on the SLA Rule selected.
  SLA Status	Status of the SLA is displayed when the cursor is hovered over the icon.

• SLA Deadline History - A historical tracking of compliance with deadlines providing a history of how deadlines or timelines for the SR has been managed in the context of SLA.

  For more information about details on the SLA Deadline History page, refer the below table:

  Column	Description
  SLA Rule Name	Name of the SLA Rule configured.
  Deadline	The Deadline as per the rule is displayed.
  Updated By	This column specifies the last person who updated the records.
  Updated On	This column specifies the date and time at which the records were last updated.

View the list of Business Rules triggered and satisfied for the SR under the BR History tab. It also provides a log of the Business Rules triggered with details. Click the date ribbon to expand and view the Business Rule in detail.Figure: Business Rule details

Click Rule(s) Processed to view the Business Rules which are processed and which are not processed. The following pop-up window opens displaying the details of the Business Rules. Click Conditions satisfied tab to view the Business Rules which are triggered and satisfied for this SR. The number mentioned within the parentheses specifies the number of Business Rules which are satisfied. Click the dropdown caret icon to expand the Business Rule.

When you hover-over the Business Rule, it will display a tooltip displaying the name of the Business Rule. Click the Business Rule to view the configured Business Rule in a new window. Click Conditions not Satisfied tab to view the Business Rules which are not triggered and not satisfied for this SR. The number mentioned in parentheses specifies the number of Business Rules which are not satisfied.

Click on the individual date log to expand and view the details who has accessed the SR and on which date and time. It provides details of the access details and history of accesses in chronologically descending order

Figure: Access History

User Record History refers to a chronological log or record of activities, changes, and updates related to a specific user's tickets. This record history provides a detailed timeline of interactions, communications, and any modifications made to a specific user's tickets throughout its lifecycle.


Figure: User Records History

To view User Record History, click icon on the top-right corner of the page. The User Record History page displays detail like SR ID, Status of the SR, symptom of the SR. Click the SR ID hyperlink to open the SR in a new tab. If there are many tickets logged by an user, a list of the tickets is displayed. Click Close to close the pop-up of User Record History.

Reminders are notifications or alerts that are set to remind stakeholders, including analysts and requesters, about important deadlines, follow-up actions, or pending tasks related to the service request. These reminders are designed to ensure that everyone involved in the resolution process stays informed and on track with the agreed-upon timelines.

To set a Reminder for an SR, perform the following steps:

1. Click icon on the top-right of the top ribbon.
   The Reminder page is displayed.
   
   
   Figure: Reminder

2. Enter the required details as described in the following table and click Save.

   Field	Description
   Schedule Date and Time*	Click icon to open the calendar. Select the date and time for which you want to schedule a reminder to trigger.
   Comments	Add relevant comments to communicate additional information, updates, or context related to the reminder about the SR.
   Notify me	Enable the Notify me switch if you want to receive notifications.
   Create Service Request	Enable the Create Service Request switch to log an SR.

Remote Desktop refers to configuring an option for accessing and managing a user's computer or device remotely. Remote Desktop allows Analysts to connect to a user's system over a network, view their desktop, and, in some cases, control the desktop.

To configure Remote Desktop, perform the following steps:

1. Click icon on the top-right of the top ribbon.

2. Select Remote Desktop from the dropdown menu.
   The Remote Desktop page is displayed.

   

   Figure: Remote Desktop

3. Enter the required details as described in the following table and click Save.

Analysts can transfer an SR from Workgroup of a particular Tenant to another. This transfer might occur for various reasons, such as when the initial team realizes that the SR requires expertise or resources beyond their scope. Sometimes, there's a predefined escalation or handover process in place that requires involvement of other Workgroup so the SR needs to be transferred.

To transfer an SR, perform the following steps:

1. Click icon on the top-right of the top ribbon.
   The Transfer Service Request page is displayed.
   
   Figure: Transfer Service Request

2. Enter the required details as described in the following table and click Save.

   Field	Description
   Tenant	Select the Tenant to which you want to transfer the SR from the dropdown menu.
   Workgroup	Select the Workgroup of the selected Tenant to which you want to transfer the SR from the dropdown menu. The options in the dropdown menu of Workgroup is populated based on the Tenant selected.
   Remarks	Provide relevant remarks in the Remarks field on why the SR being transferred to other Tenant and Workgroup.

Article Suggestions provide articles of similar interest that can be reference for resolution of the SR.

To view the Article Suggestions, perform the following steps:

1. Click icon on the top-right of the top ribbon.
   

2. Select Article Suggestions from the dropdown menu.
   

3. Select the Tenant, Workgroup, and Analyst for which you want to view the article suggestions and click Apply.

Convert Service Request enables to transform the SR into different types of records, such as Incidents, Problems, or Change Requests, Work Order, Knowledge, or Fixed Asset. By doing so, you can efficiently manage and address specific issues associated with the converted record type.

To convert an SR, perform the following steps:

1. Click icon on the top-right of the top ribbon.

2. Click Convert Service Request from the dropdown menu.
   The SR is converts to the Incident and Incident Details page is displayed.
   
   Figure: Incident Details Page

3. Enter the required detail and click Save.