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 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 or Object) details as well and select any active Contracts
that are covering that equipment or a warranty that is covering that equipment
and service.
Based on Customer's choice, Urgency can be defined for the Request. This
will affect on SLA and pricing.
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 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.
- If needed, the Request Contracts should be defined with a Contract Line
with a Price Rule, that covers the specified Reported Item.
- If needed, Urgency should be defined in Urgencies
page, and connected to the Contract or Service.
- If needed, Warranty should be defined in Service Object
page.
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.
- Urgency will be saved in Request Scope and Request, if added.
- Warranty will be saved in Request scope, if added.
- 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.