Layton ServiceDesk - Logging a New Request Using the Web Interface

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==End User Details==
 
==End User Details==
 
===End User:===
 
===End User:===
The End User is obtained by selecting the Select End User icon next to the End User field. The '''''Search End User''''' screen will then be displayed showing various search options; End User Name, Forename, Surname or department. The search criteria can be a specific name or any number of characters and all End Users starting with the characters specified will be displayed.  
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[[File:Lsd req fm euser01.png|link=]]
  
Alternatively, by selecting the Search End User Icon, all End Users will be displayed. The required End User is selected by clicking on any field against an End User.
 
  
Another quick way to search for the End User is to click into the End User field and type the first couple of letters of the End User'''s username and then click the tab key on the keyboard. This will automatically bring back a list of End Users with the username beginning with these letters.
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The End User is populated by clicking the Select button [[File:Lsd btn select 16px.png|link=]] next to the End User field. The ''Search End User'' screen will then be displayed showing various search options; End User Name, Forename, Surname or department. The search criteria can be a specific name or any number of characters and all End Users starting with the characters specified will be displayed.  
  
If the End User does not exist then an End User can be created by using the Add icon displayed under the End User selection list. The End User form can now be completed and by  
+
Alternatively, by clicking the Search End User Icon, all End Users will be displayed. The required End User is selected by clicking on any field against an End User.
selecting save the details are stored. The End User is then automatically populated as the End User field on the Analyst Request form.
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By selecting the Quick Info on End User icon situated next to the Select End User icon, more End User details can be displayed, such as telephone number and email address along with a list or requests that this End User has logged in the past. The End User Quick info form is configurable in '''[[Layton_ServiceDesk™_-_Configuring_the_System_-_Form_Design|Form Design > End User Quick Info]]'''.
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Another quick way to search for the End User is to click the End User field and type the first couple of letters of the End User's username and then click the tab key on the keyboard. This will automatically present a list of End Users with the username beginning with these letters.
 +
 
 +
If the End User does not exist then an End User can be created by using the Add icon displayed under the End User selection list. The End User form can now be completed and by clicking save the details are stored. The End User is then automatically populated as the End User field on the Analyst Request form.
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 +
By clicking the Quick Info button [[File:Lsd btn info 16px.png|link=]] next to the Select button [[File:Lsd btn select 16px.png|link=]], more End User details can be displayed, such as telephone number and email address along with a list or requests that this End User has logged in the past. The End User Quick info form is configurable in '''[[Layton_ServiceDesk™_-_Configuring_the_System_-_Form_Design|Form Design > End User Quick Info]]'''.
  
 
If '''[[Layton_ServiceDesk™_-_General_Settings_-_Security#Global_End_User_Security|End User Documents]]''' has been turned on, then the Request Form will display a new document attachment button next to the End User field:
 
If '''[[Layton_ServiceDesk™_-_General_Settings_-_Security#Global_End_User_Security|End User Documents]]''' has been turned on, then the Request Form will display a new document attachment button next to the End User field:

Revision as of 00:37, 30 September 2015

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Contents

Overview

New Requests are created or logged by Analysts from Home > New > Request or by using the Quick Action Menu or by converting an incoming email into a request. The Analyst Request form is displayed allowing you to enter Request details as required or as you have defined in Administration > Form Design > Analyst Request.

All data fields can be made mandatory for entry before a Request can be saved and also compulsory before a Request can be closed. This is achieved by setting the appropriate field properties in Form Design.

Although the Analyst Request form is very configurable and fields can be added, deleted or amended, certain system fields will normally always be present. The example below shows the system default areas and data fields for the Analyst Request form.

Lsd log req01.png

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Fields

Request Number & Time Stamp

Request ID:

A new Request ID number is automatically generated sequentially but is not created until the Request is saved.

Request Date:

Populated with Today's date and time and can be amended depending on the security setting in Administration | General Settings | Security | General Security | Allow Request Date Edit by.

End User Details

End User:

Lsd req fm euser01.png


The End User is populated by clicking the Select button Lsd btn select 16px.png next to the End User field. The Search End User screen will then be displayed showing various search options; End User Name, Forename, Surname or department. The search criteria can be a specific name or any number of characters and all End Users starting with the characters specified will be displayed.

Alternatively, by clicking the Search End User Icon, all End Users will be displayed. The required End User is selected by clicking on any field against an End User.

Another quick way to search for the End User is to click the End User field and type the first couple of letters of the End User's username and then click the tab key on the keyboard. This will automatically present a list of End Users with the username beginning with these letters.

If the End User does not exist then an End User can be created by using the Add icon displayed under the End User selection list. The End User form can now be completed and by clicking save the details are stored. The End User is then automatically populated as the End User field on the Analyst Request form.

By clicking the Quick Info button Lsd btn info 16px.png next to the Select button Lsd btn select 16px.png, more End User details can be displayed, such as telephone number and email address along with a list or requests that this End User has logged in the past. The End User Quick info form is configurable in Form Design > End User Quick Info.

If End User Documents has been turned on, then the Request Form will display a new document attachment button next to the End User field:


Analyst request end user doc.png


Click the button to view, download, or delete the files that were attached in Manage End User.

Asset Information

Asset:

An Asset can be a PC or any item that is supported and can be entered as free format text or left blank.

If the AuditWizard link is implemented then the Asset can be entered or searched for within the AuditWizard inventory database by using the Select Asset icon. The Find Asset screen is now displayed allowing you to enter search criteria for the Asset Name, IP Address or User Name, Asset Tag or Site. You can select the required Asset or perform another search.

However, if the End User has previously logged a Request then the Asset used previously will be suggested as the End Users last known Asset. This can then be selected and populated as the Asset provided the option has been set as defined in Administration | System Settings |AuditWizard | AW Get Last Asset.

Once an Asset has been selected the Quick Info on Asset icon next to the Asset field can be selected to display all the Asset information along with a history of the Request, Problems & Changes that have been logged against this request.

Asset Location:

The Asset Location will be automatically populated if the Asset has been selected from the AuditWizard database and the option set as defined in Administration | System Settings | AuditWizard |Auto Location.

In addition the Location can be input directly or reselected by using the Select Asset Location icon.

Site

The site at which the request is logged is defaulted when the End User is selected if the End User has a default Site specified against them. This field will affect the options available when selecting the Assigned To Analyst if the Constrain Auto Assign/Suggest To Site Option is turned on in Administration | General Settings | Auto Assignment Options.

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Request Type, Problem Summary & Description

Request Type:

The Request Type can be selected form the predefined structure by using the Select Request Type button. Any level in the tree structure can be selected. Problem Summary:

An optional text field which can used to give a summary of the Problem or Request. If the request has been created by converting an incoming email this field will be automatically populated by the Subject Line of the email.

Problem Description:

This is a full description of the Request and any amount of text can be entered. If the request has been created by converting an incoming email this field will be automatically populated by the Body of the email.

Request Assignment & Ownership

Owned By

This is the Analyst that owns or is responsible for the Request. This can be automatically populated if configured. The owner would probably be defaulted to the Analyst logging the Request. See CONFIGURING THE SYSTEM and the Request Settings section. Alternatively, an Analyst can be selected by using the Select Analyst icon next to the Owner field.

  • Note: Requests can be assigned to either Analysts OR Groups, but not both at the same time, by the Analyst or Group being suggested for assignment using Skills or/and Loading. See CONFIGURING THE SYSTEM and the General Auto Assignment Settings.

Assigned To

This is the Analyst who is assigned to the Request and can be automatically populated, if configured. Using the Select Analyst icon next to the Assigned To field, the Request can be assigned to another Analyst. If the Skills option for Analysts is used and matches the Request Type entered, then the appropriate Analyst will be suggested for assignment. See Figure 35.

Once assigned to another Analyst then the Request will disappear from the My Assigned Requests list view for the current or logged on Analyst and appear for the Assigned Analyst within their My Assigned Requests.


Fig34.png


The Analyst Selection window displays Analysts available for assignment. If the Constrain Auto Assign/Suggest to site option is turned on and a Site is specified on the request, Analysts who are at that site will have a tick displayed in the At Site column.

If an Analyst is on leave or has an Absence currently scheduled then there will not be a tick in the Available column. However the Analyst can still be manually selected if required. For more information on please see the Analyst Availability View section.

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Assign To Group

The Analyst Group, if required, can be automatically populated providing Analysts have been associated with Groups, see CONFIGURING THE SYSTEM and Manage Analyst Groups sections. However, if the Analyst belongs to more than one Group, then the Group cannot be auto populated so the Select Group screen will be presented to choose a Group.

However, if the Request is to be assigned to a Group and not an individual Analyst then on selecting the icon Select Group, the Analyst Groups will be displayed.

If the Skills/Loading is used then the appropriate Group will be suggested for assignment otherwise select a Group for assignment. Once assigned to a Group in this way (and an Analyst is not assigned) then the Request will appear as an unassigned Request within the Group and viewed through the Analyst Group Queues.

Priority & Service Level Agreements

Priority/SLA

Here the Priority can be selected from a predefined list of Priorities. The escalation and expiry time will be calculated when the Request is saved.

If the Priority has been defined so the expiry and escalation details are entered manually or can be edited, then when the Request is saved; another screen will appear, Confirm Request Escalations. This will enable you to input or change any details but ensure you select the Save icon.

The Default button allows you to change or restore any escalation values as defined against the Priority/SLA within Administration. Once selected the button will change to Store which will allow you to revert to values manually set for the Request.

Although the Request has been created, the expiry and escalation details will not be changed unless the Save icon is selected.

Service, Impact & Urgency

Service

The Business or IT Service can be selected from the drop down list. This list of Services is defined under Administration | Libraries | Services.

Impact

The Impact of the Request/Incident can be selected from the drop down list. This list of Impacts is defined under Administration | Libraries | Impact.

Urgency

The Urgency of the Request can be selected from the drop down list. The urgency list can be defined under Administration | Libraries | Urgency.

Linking Requests and the Parent/Child relationship

The Linked To field on the Request form allows the request to be linked to another Request which is referred to as the Parent Request. This function is useful in situations where you have received a request for a particular issue and then other requests are subsequently logged by other End Users or Analysts for the same issue.

These subsequent requests can be linked to the Parent Request and then once the Parent Request is resolved and closed the linked Child Requests can be automatically closed. The setting which determines if this automatic closure of Child Requests is turned on can be found in Administration | General Settings | Request Settings | Spawn Closure. For more information on this setting see the Request Settings section. When a request is Spawned from another Request using the Spawn icon this will automatically create the link between the two Requests.

Clicking on the select Request button next to the Linked To field will display a pop up showing any current Linked To Requests (Parent Requests) and a list of all other open un-linked requests. To link to a request simply click on the link of the relevant request. See Figure 35.


Fig35.png

Finding and Entering Solutions

Solution Base

This function provides the ability to link to the Solutions Base and obtain a Solution or answer to a Request. By selecting the Select Solution icon next to the Solution field, the Search Solutions Base screen will be displayed.

This screen provides the ability to search for a Solution using a Keyword Search or simply by browsing through the folder structure which is based on the Request Type structure. The number of Solutions in each folder location is displayed in brackets. The Solution tree structure will be automatically expanded to show the Request Type folder corresponding to the Request Type that was selected on the Request Form.

Request Types are linked directly to Solutions and so this type of search can obtain a single or number of Solutions depending in the Request level entered. See Figure 36 below.


Fig36.png


The Keyword Search will search the Solutions Base using a fuzzy matching method on ANY Solution Base field; Solution, Solution Description or Problem Description. Once selected, the Solution will populate the Solution field and the Solution Description on the Request form.

If the Solution was not found then a new Solution can be added by using Add button on the Solution screen. Alternatively, a Solution Description can be entered manually without using or adding to the Solution Base.

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Additional Analyst Request Functions

The other icons on the Analyst Request form are listed below along with a description of their functions:

Change Request Class

The Change Request Class button Lsd btn chg rc 24.png will only be available if additional Request Classes have been created. For more information please see the Request Classes section. The Change Request Class button allows you to move a Request from one Class to another or create a new Request using another Request Class.

Select a Request Class from the drop-down list. The Request will be changed to that Request Class. Choose one of the following options and click the Confirm button Lsd btn confirm 24px.png:

Setting Description
Move Only Selecting this option will move the existing request to the Request Class selected.
Close Only Creates a new Request in the selected Request Class and closes the existing Request.
Leave Open Creates a new Request in the selected Request Class and leaves the existing Request open.

Copy Request to New

This button Lsd btn copy req to new 24.png will only be visible if enabled in Administration > General Settings > Request Settings > Show Copy Request Button.

Clicking the Copy Request to New button will enable you to create a new request based on the same data. There are also additional options to copy any Tasks, Comments or Attachments to the new request.

Spawn Request

The Spawn Request button Lsd btn spawn.png will only be visible if it is switched on in Administration > General Settings > Request Settings > Allow Spawning. Spawning allows you to create a Request that is a Child of the existing Request. For example if you had a Request related to a piece of equipment, you may want to raise a Request to the manufacturer of that equipment. A spawned call will allow you to do this. For more information please see the Spawned Request section below.

Applying Templates

Request Templates are pre-defined Request Forms which provide the Analysts with a quick method of logging and closing common Requests. When a Template is selected the data from the template is applied to the request form. Request Templates are configured in Administration > Libraries > Request Templates.

When the Apply Template button Lsd btn template 24.png is clicked, a dialog will appear with any templates that have been configured. Click a template to apply it.

Create Problem

Clicking the Create Problem button Lsd btn create prob 24.png will create a new Problem and will copy the Request Type, Problem Summary and Problem Description data to the new Problem. A link will be created between the Request and the Problem which can be viewed in the Links tab on the form.

This button will only be available if you have enabled Problem & Changes in Administration > System Settings > Application Settings > Enable Problem & Change.

Create Change

Clicking the Create Change button Lsd btn create chg 24.png will create a new Change and will copy the Problem Summary and Problem Description data to the new Change. A link will be created between the Request and the Change which can be viewed in the Links tab on the form.

This button will only be available if you have enabled Problem & Changes in Administration > System Settings > Application Settings > Enable Problem & Change.

Request History

Shows details of all changes made to the Request. The date and time stamped changes show Analyst, End User, Type of Change and Field changed.

Links

Shows if the request is linked to any Problems or Changes. To link the request to an existing Problem or Change click on the Add icon above the link list. The next page will display a list of currently open Problems & Changes and the two lists will be displayed in different tabs. If any Problems or Changes are already linked to this Request they will be displayed at the top of the list and will have the linked check box selected. To link to a Problem or Change simple check the box of the required Problem or Change.

Comments

This will allow the analyst to view or create comments against the request. For more information see the Comments section.

Tasks

Shows the Tasks associated with the Request and allows you to update as required. New Tasks can also be added. For more information see Task Scheduling.

Attachments

Request Attachments allow the End User or Analyst to Upload files to a Request to act as an attachment. For more information see the Request Attachments section.

Request Costs

Shows any costs that have been charged to this Request. For more information see the Request Costs section.

Call Back Reminders

Call Back Reminders enable Analysts to set reminders for themselves or other Analysts. The reminder is set for a specific day and time along and can be assigned to any Analyst.

Changestatusinreq.png Change Request Status

The Change Status screen is displayed allowing you to change the Status of a Request. Either to Close, Reopen or any other Status you may have defined.

Cancel Request Changes

A new Request will not be created or any changes saved and you are returned to your Home page.

Save Request

A new Request is created and the Analyst Request form is closed and the Home list view is displayed (unless the Priority/SLA confirmation screen has been requested, see above Priority and Service Level Selection).

Note: The Save option MUST be selected otherwise the Request details will not be saved and the Request not created.

In addition to the above default system fields any other User Defined data fields can be added to the Analyst Request form as outlined in the CONFIGURING THE SYSTEM section.

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Converting an Incoming Email into a Request

An incoming email request can be manually converted into a Request through the Email Pending Queue. Refer to Email Server Settings to configure the Incoming Email settings. If there are any incoming emails pending this will be indicated by the number of emails on the Incoming Email button in the top right of the menu Lsd btn incoming email02.png. Analyst access to the Email Pending queue can be turned on or off in Administration > Company Structure > Manage Analyst > ANALYST > Settings > Site Access > Incoming Mail Access.

Click on the Incoming Email button Lsd btn incoming email.png to view a list of the pending emails.


Lsd email incoming01.png


To view an email and convert it into a Request (or Comment, Problem or Change) click on the link. The details of the email will then be displayed and if there is an End User that has a matching email address it will display the End User's information.


Lsd email incoming02.png


To convert the email into a Request, click the Convert to menu. Click the name of the Request Class that you want to create the Request under. This will then display the appropriate Analyst Request form with the End User details automatically populated and the email subject will be mapped to the problem summary field and the email body will be mapped to the problem description field. To complete the conversion, click on the Save button the Save button Lsd btn save.png and this will save the request and delete the email from the Incoming Email Queue. If you cancel without saving this will take you back to the Incoming Email Queue and will not convert the email into a Request.

Converting an Incoming Email into a Comment

If the email is a comment, this will be apparent from the subject. The End User will rarely edit the subject line, and we use the number in the subject line to match it to an existing Request.


Lsd email incoming03.png


To process this email, choose the Request Comment, Problem Comment or Change Comment option in the Convert to menu.

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