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 feedback by the results of the implementing. After this, change the state to Closed or Rejected by User. 

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

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


Rejected by User waiting status means that a caller is not satisfied with the work on a 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 service request you need to assign;
  2. Click a magnifier icon in 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 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 magnifier icon in the field needed;
  4. In the new window appeared, pick an option you want;
  5. Click Save or Save and Exit to apply changes.

Relationship Types

TypeDescription
Slave RequestPick a slave request that your request will be the master of.
Master RequestPick a master request that your request will be the slave for.
Solved by ChangesThe request can be solved by the Changes specified.
Related IncidentAn 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:

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.