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. If required, you can specify which
Service Delivery Unit is responsible for the execution of the service work. 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 the caller is not certain of the customer
information in your system you can also start by selecting the address where the service needs to be provided. If
required, "New Location" toggle can be enabled to create a new location in the system. Additionally,
users have the option to define a One - Off address as well. it's important to note that if a One-Off address
is used to initiate the request, it will not be possible to create "To Service Location" tasks.
If customer’s equipment with the service need is known, you can specify the Reported Item (Model or
Object) details as well (if there is a location connected to an Object, it will be automatically fetched to the
Location and Address fields while having the possibility to override) 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 can 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.
- A User Access Group should be defined on the Service Organization page.
- If needed, Service Delivery Unit should be defined for Service
Organization.
- If needed, User Access Groups can be defined for the Service Delivery Units on the Service
Organization page.
- If needed, the Reported Item (Model or Object) should be defined:
- Object should be defined in the Service Object page and connected to the
customer as a Party in the Parties tab.
- Model should be defined in the Model page.
- If needed, a Request Contract 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.
- If needed, Sales Part, Ignore Dependency in Execution, Allow Multiple Visits, Allow Clock in Automatically,
and Allow Tool/Equipment Self Check Out can be configured on the Service Organization
page.
System Effects
- A Request for a Service will be created.
- A 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. The scheduling dataset will be
fetched from the service delivery unit or the service organization if one is available, with priority to the
service delivery unit.
- Urgency will be saved in Request Scope and Request, if added.
- Warranty will be saved in Request scope, if added.
- SLA Commitments are created based on the applied 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.