Create Request
Explanation
Use this activity to create a Request for a Service.
When a customer has a need for a service, you as the contact agent for the
customer and working with the service provider, can create a Request to allow
the service provider organization to start working on to fulfill the customer
requirement.
When creating a Request, you can specify the Customer, enter the caller who
is the contact person for the customer on this Request, and add a Description
about the details of the requirement. If the caller is not already in the
system when the Request is being created, then a new customer contact can be
added to the Request.
You can then select a pre-defined Service that will fulfill the customer
requirement and further select the Service Organization that will provide the
required Service. You can also specify the Location where the Service is required
as well as enter some information relating to how the Request should be classified
in terms of its Priority, Severity, and Importance.
If customer’s equipment with the service need is known, you can specify the
Reported Item (Model, Part, or Object) details as well and select any active Contracts that are covering that
equipment.
Media items such as text files or images can also be attached to the Request
during the request creation process.
Prerequisites
- Customer should be defined in the Customer
page.
- If needed, Caller details should be defined
as a Customer Contact.
- The Service should be defined using the New Service
assistant.
- The Service Organization needs to be connected to the Service in the
Service Catalog.
- If needed, the Location should be defined as a Visit Address in the
Customer page.
- If needed, the Reported Item (Model, Part, or Object) should be defined:
- Object should be defined in Objects
page and connected to the customer as a Party in the
Equipment Object Navigator.
- Model should be defined in the Model
page.
- Part (Object connected) should be defined in
Service Attributes for Part page.
- If needed, the Request Contracts should be defined with a Contract Line
with a Price Rule, that covers the specified Reported Item.
System Effects
- A Request for a Service will be created.
- Request scope is created with the service and
equipment
added.
- Work tasks are created based on the standard tasks defined in the service
in Service Catalog. The work tasks will inherit the Priority value of the
Request if one is set upon creation.
- Request SLA Order is created for the Request Scope,
based on matched Request SLA template.
- Price Rule and Price Rule lines are saved on Request Scope.
- Contact is added to the Request.
- Location and Address is saved on Request.
- Owner is added to the Request, defined by the ID of the User who created
the Request where that user is active and connected to the Request's Service
Organization.
- If a service object is connected to the scope, and if a person demand
is defined, the skills and competencies in the object will be
copied to the work tasks as additional qualifications.