Service Request Management

Within the realm of Service Request Management, the ability to efficiently handle Service Requests stands as a critical component for businesses to succeed. Imagine a scenario where every user's query, every technical hiccup, and every demand for IT assistance seamlessly flows through a centralized system, swiftly resolved with minimal disruption. This is the promise of Apex. The following use-case delve into how Apex revolutionizes Service Request Management, offering a blueprint for unparalleled efficiency.

This section comprises of the following use-case:

• Create Work Order from a Service Request to onboard a new employee

Create Work Orders from a Service Request to onboard a new employee

Goal

Create Work Orders through a Service Request raised by an employee's reporting manager to provision the employee with a new laptop, granting necessary access privileges, and installing essential software. This ensures a seamless integration of the employees into the company's workflow.

Scenario

NovaTech is a consulting organization that offer services to manage and support IT services. Ben is a new employee at NovaTech. Ben's reporting manager, Maxwell, creates an SR through Apex for Ben's onboarding. The SR is assigned to NovaTech's Analyst, Rosy.

Rosy wants to create Work Orders linked to the SR raised by Maxwell for providing laptop, required accesses and permissions to relevant facilities for Ben.

The requirements are as follows.

• New laptop
• Assign office cubicle space
• Add employee to Active Directory
• Assign parking space

User Persona

Analyst

Solution

Rosy can log into Apex and view the SR logged by Maxwell to initiate Ben's on-boarding process. The details page displays complete information about the SR. Under Links tab, Rosy can use Create utility to create new Work Orders for the following requirements:

• New laptop
• Assign office cubicle space
• Add employee to Active Directory
• Assign parking space

Steps

To achieve the goal, perform the following steps:

1. Login to Apex.
2. Navigate to Service Request from the left menu.
3. Click Manage Service Requests. The list page displays all the SRs assigned to Rosy.
4. Click the ID of the Employee On-boarding SR raised by Maxwell.
   Figure: Manage SR - list page
5. SR details are displayed. Click Links tab to create SRs from the parent SR raised by Maxwell.
   Figure: Links tab
6. Click Create to create new Work Orders for the Facilities and IT team to provide new laptop, office cubicle space, parking space to Ben, as well as add Ben to Active Directory.
   Figure: Create
7. Click Work Order from the dropdown menu of Create.
8. A new Work Order record page opens in a new tab. Fill in all the details for new laptop requirement in the Subject, Description fields. Select the Tenant as Facilities. Select other mandatory fields as per the requirement.
9. Click Save.
10. A new Work Order for providing laptop to Ben is created and it will appear under the Links tab of the SR. A sample screenshot is displayed below:
    Figure: Work Orders created for the SR
11. Similarly, you can create Work Orders assigned to the IT or facilities team to provide Ben office cubicle, parking space and add Ben to Active Directory.
    Refer the following video for the complete process of creating Work Orders from an SR:
    

Once the Work Orders are completed and closed by the assigned Analyst of Facilities department, the status of the Work Orders will be Closed when viewed under the Links tab. Rosy can then close the SR she raised for onboarding of Ben.