Service Request Processing

State Flow

Procedure	Status	Description
Logging	Registered	The state for a newly created service request. Possible transitions are In Progress, Authorization, Assigned, or Completed.
Categorization	Assigned	A request is categorized and assigned to a relevant person or group.
Categorization	Authorization	A request must be reviewed and authorized by the responsible persons or groups.
Categorization	Authorized	A request is reviewed and authorized by the responsible persons or groups.
Resolution	In Progress	A request is in the process of implementation. When the work is over, the state has to be changed to Completed.
Closure	Completed	When a request is in this state, a caller can perform the tests and give feedback by the results of the implementing. After this, change the state to Closed or Rejected by User. Rejected by User waiting status means that a caller is not satisfied with the work on a request.
Closure	Closed	All 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:

Low;
Medium;
High;
Very High.

The urgency metric can be categorized as:

Low;
Medium;
High;
Very High.

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

Low;
Moderate;
High;
Critical.

The priority matrix

Impact / Urgency	Low	Medium	High	Very High
Low	Low	Low	Moderate	High
Medium	Low	Moderate	Moderate	High
High	Moderate	Moderate	High	Critical
Very High	High	High	Critical	Critical

Assigning and Updating Service Requests

How to assign a service request

Open a service request you need to assign;
Click a magnifier icon in the Assigned User or the Assigned Group field;
Select the responsible person or group to assign the service request;
Click Save.

How to update a service request

Open a service request;
Change the fields you want to update;
Click Save.

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 this, please complete the following steps:

Open the service request you want to work on;
Scroll down the page, then open the Related Records tab;
Click a magnifier icon in the field needed;
In the new window appeared, pick an option you want;
Click Save.

Relationship Types

Type	Description
Slave Request	Pick a slave request that your request will be the master of.
Master Request	Pick a master request that your request will be the slave for.
Solved by Changes	The request can be solved by the Changes specified.
Related Incident	An incident that have a relation to the request.

Closure Information

When 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 closure. SimpleOne has the following options:

Option	Description
Solved 1st Level	Solved 1st Level - the request was resolved by the 1st level of service agents without functional or hierarchical escalation.
Solved 2nd Level	The 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.

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