Request
Requests are normally registered when a user needs support. Requests may also be registered for events of system management tools that require an action to be taken. A new request record can be used to register all kinds of requests, including:
- requests for incident resolution
- requests for change (RFCs)
- requests for information (RFIs)
- requests for support improvement (i.e. complaints)
- requests for bestowal of praise (i.e. compliments)
Requests can also be created when a user purchases a shop article from the Xurrent Shop. For this, two categories exist:
- Order – Request for Purchase
- Fulfilment – Request for Order Fulfilment
The Service Hierarchy Browser can be opened and closed by clicking on the tab in the upper right-hand corner of a request, provided that the category of the request is “Incident”, “RFC” or “RFI”.
A request is automatically linked to the SLAs that cover the affected customers. Such SLAs are related to a request by means of Affected SLA records. The information stored in an affected SLA is used to track the actual level of service that is provided and to compare it with the service level targets that have been specified in the service offering that is related to the SLA.
People with the Service Desk Analyst role of an account can use the Service Desk console to register new requests for any person of that account. In addition, every person who has the Specialist role of his/her account can register new requests for him/herself, also by using the Service Desk console. A person with the Specialist role of an account is able to edit any request of that account. Such a person is also able to edit all requests of trusted accounts that have been assigned to his/her team.
A request can be marked as urgent by any specialist who has access to the request. The “Mark as Urgent” option is available in the Actions menu. Marking a request as urgent causes it to appear at the top of the inbox views, without affecting the SLA targets of the request.
The Request Fields page provides a field utilization guideline for each field of the Request form.