Versions Compared

Old Version 21

changes.mady.by.user Dina Baksheeva

Saved on

compared with

New Version 22

changes.mady.by.user Dina Baksheeva

Saved on

Key

  • This line was added.
  • This line was removed.
  • Formatting was changed.
Comment: Merged branch "DOC0000352" into parent

State Flow

Procedure

StatusDescription
Logging

Registered

The state for a newly created service request. Possible transitions are In Progress, Authorization, Assigned, or Completed.
CategorizationAssignedA request is categorized and assigned to a relevant person or group.
CategorizationAuthorizationA request must be reviewed and authorized by the responsible persons or groups.
ResolutionIn ProgressA request is in the process of implementation. When the work is over, the state has to be changed to Completed.
ClosureCompleted

When a request is in this state, a caller can perform the tests and give provide feedback by based on the results of the implementingimplementation. After this, change the state to Closed or Rejected by User. 

Also, when a request is completingcompleted, the caller can evaluate how the agent did his job and the service level in the as a whole. For this, the following steps need to be completed:

  1. The agent changes the request state to to Completed.
  2. The caller receives a notification where he is asked to evaluate the agent's job and the service level.
  3. The caller follows a the link in a the notification and evaluates these parameters. There are three values which correspond to three system values:
    1. Below Expectations
    2. Meets Expectations
    3. Above Expectations


Info

Rejected by User waiting status means that a the caller is not satisfied with satisfied with the work on a the request.


ClosureClosedAll the activities on this service request are over , and it cannot be reopened.

Service Requests Prioritization

The priority of a Service Request can be figured out based on its impact and urgency using a priority matrix.

The impact of a service request indicates the potential damage or effect that will be caused to the business user or service or CI.

In SimpleOne, the impact metric can be categorized as:

  1. Low
  2. Medium
  3. High
  4. Very High.

The urgency metric can be categorized as:

  1. Low
  2. Medium
  3. High
  4. Very High.

Based on the priority, service requests can be categorized as:

  1. Low
  2. Moderate
  3. High
  4. Critical.

The priority matrix

Impact / UrgencyLowMediumHighVery High
LowLowLowModerateHigh
MediumLowModerateModerateHigh
HighModerateModerateHighCritical
Very HighHighHighCriticalCritical

Assigning and Updating Service Requests

How to assign a service request

  1. Open a the service request you need to assign;.
  2. Click a on the magnifier icon in the Image Addednext to the Assigned User or the Assigned Group field;.
  3. Select the responsible person or group to assign the service request;.
  4. Click Save or Save and Exit to apply changes.

How to update a service request

  1. Open a service request;
  2. Change the fields you want to update;
  3. Click Save or Save and Exit to apply changes.

Creating Request Tasks

If solving of a service request requires the participation of different departments, you can create a Request Task for each of them. For more information, please refer to the Request Task Management page.

Creating Relationships

You can create relationships between service requests and other types of tasks. For To do this, please complete the following steps:

  1. Open the service request you want to work on;.
  2. Scroll down the page, then open the Related Records tab;.
  3. Click a on the magnifier icon in Image Addednext to the field needed;you need.
  4. In the new window appearedthat appears, pick an the option you want;.
  5. Click Save or Save and Exit to apply changes.

Relationship Types

TypeDescription
Slave RequestRequestsPick a slave request that your request will be the master of.
Master RequestPick a master request that your request will be the slave for.
Related InquiryInquiry related to the request.
Solved by ChangesThe request can be solved by the Changes changes specified.
Related IncidentAn incident that have a relation Incident related to the request.

Closure Information

When Once the service request has been fully processed, it has to be closed. When closing the service request, the responsible person must provide the closure code.

Closure code

This code specifies an option of the for closure.  SimpleOne has SimpleOne has the following options:

OptionDescription
Solved 1st LevelSolved 1st Level - the request was resolved by the 1st level of service agents without functional or hierarchical escalation.
Solved 2nd LevelThe request was resolved by the 2nd level of service agents (1st level of service agents was unable to solve it).
Not Solved (Refused)The caller wasn't satisfied with the service delivery.
Not Solved (Dropped)This closure code is chosen by the agent when the caller's request is not a service request.


Table of Contents
classfixedPosition