7.1 Service Requests

Question 1

What are Service Requests used for?

Answer 1

manage requests for services that involve an asset or location within the enterprise

Question 2

Where can a Service Request originate from?

Answer 2

• direct requests from users
  (e.g., from a phone call, e-mail, or direct contact)
• requests from self-service users who create using the Create Service Request application
• automated workflow process.

Question 3

What to be mindful of, when an asset or location is being selected on a service request?

Answer 3

the Select Value dialog is slightly different from a regular lookup

Question 4

What can the Select Value dialog on an SR be filtered by?

Answer 4

either the User/Custodian of assets or locations, or by Public

Question 5

Describe the owner of a service request

Answer 5

responsible for managing the ticket to completion

Question 6

How can ownership of a service request be assigned?

Answer 6

can be assigned to another person or person group, or the logged-in user can take ownership as well

Question 7

Who updates the service request?

Answer 7

The assigned owner can update the service request as more details are found.

Question 8

List ticket (Service Request) statuses

Answer 8

NEW
QUEUED
INPROG
PENDING
RESOLVED
CLOSE

Question 9

NEW status

Answer 9

Default status when ticket is created or inserted. This status cannot be used once it is moved out of this status.

Question 10

QUEUED status

Answer 10

Ticket is in the queue and work can begin.

Question 11

INPROG status

Answer 11

Work is ongoing.

Question 12

PENDING status

Answer 12

Ticket is pending an action. For example, work cannot continue until a part is received.

Question 13

RESOLVED status

Answer 13

Ticket has been resolved. All the activities change to COMPLETE.

Question 14

CLOSE status

Answer 14

A closed record becomes historical, and status cannot be changed. However, some editable fields can still be changed. All activities change to CLOSED.

Question 15

How is record management simplified?

Answer 15

Relationships between records

Question 16

How can tickets and work orders can be related more directly?

Answer 16

when a follow-up record is created from the original record using one of the Create actions on the record

Question 17

Describe originator and follow-up records

Answer 17

follow-up record is created from the original record using one of the Create actions on the record. The first ticket becomes the originator while the second ticket becomes the follow-up record.

Question 18

In what cases can a follow-up ticket or work order may be able to change the status of its originating ticket? (What enables this?)

Answer 18

hidden field defaulting the service Request to inherit the status from a follow-up ticket or work order

Question 19

Rules for follow-up ticket/WO being able to change status of originating ticket

Answer 19

An originating ticket cannot change the status of a follow-up work order, nor can a follow-up ticket change the status of the originator if there is more than one follow-up.

Question 20

What controls ways in which a Service Request may inherit its status from another record?

Answer 20

INHERITSTATUS attribute

Question 21

Default value(s) for INHERITSTATUS attribute

Answer 21

Service Requests - 1
Incidents and Problems - 0

Question 22

List ways in which a Service Request may inherit its status from another record

Answer 22

• A single follow-up ticket to the Service Request
• A Global Issue
• A follow-up work order

Question 23

Describe limitations pertaining to this:

using a single follow-up ticket to the Service Request
(to enable an SR to inherit its status from another record)

Answer 23

if you create a second follow-up ticket from the Service Request, then INHERITSTATUS is set to 0 and the SR will no longer inherit its status from another ticket.

Question 24

Describe conditions pertaining to this:

A Global Issue
(to enable an SR to inherit its status from another record)

Answer 24

If the Service Request has a relationship to the Global Issue with relationship type RELATEDTOGLOBAL.

Question 25

Describe conditions and behaviour pertaining to this:

A follow-up work order
(to enable an SR to inherit its status from another record)

Answer 25

The status is only updated when the work order reaches COMP or CLOSE status, and INPRG if System Property mxe.app.workorder.DoNotChangeTicketToINPROG is set to 0.

The SR status is RESOLVED, CLOSED and INPROG respectively.

If there are multiple follow-up work orders the SR status is updated by the first work order to reach the status.