Coordinating the service requests
Typical service request coordinator activities include:
- Monitoring the current number of requests that require attention, are late, require approvals, have errors, or are still open.
- Creating requests on behalf of other users
- Reviewing the approval cycle of requests
- Troubleshooting requests
By default, the rules of the fulfillment applications use the round-robin process to assign a member of a support group as the service request coordinator for a request. For more information, see Configuring automatic assignment rules for individuals.
If there are problems with a request, users can click Contact Coordinator in the request details to send an email message to the service request coordinator to monitor or expedite the situation. Users can also submit suggestions about requests, which you can view from the Service Request Coordinator console.
To view request details
- To view all submitted requests, click Search in the Search Criteria panel. To find a specific request, enter the request ID in the Request ID field, and click Search.
If you leave all the Search Criteria fields blank, the search results display requests that you have permissions to view.
- Select a request from the search results.
The request summary is displayed on the Details tab.
- From the Work Info tab, review the work performed on the request by fulfillment workers, customers, and users.
- (Optional) To filter the displayed work information, choose one of the following options from the Show list:
- All — Shows all work information
- Customer Communication — Shows only work information from the customer (requester)
- General Information — Shows general information about the request
- If BMC Service Level Management is installed, to view the information in the Service Targets table, click the Service Level tab.
The associated service targets are listed in the Service Targets table. You can see whether the request is proceeding within the service target time limits, or whether the target was missed. If the service target is past due, you might want to contact the fulfillment providers for more information, especially if you need to reset expectations with the user.
- To view information about the request, click Request Details.
- To view the processes behind the request, click Process View.
If the Event Error button is enabled, it indicates a problem with the request that must be fixed. For more information, see Troubleshooting processes related to a service.
To add work information to a request
- Search for and select your request.
- Click Add Info To Request.
- In the Request Work Info dialog box, select the work information type, for example, General Information.
- From the Source list, select the source of this information.
Information sources can include email, system assignment, or the web.
- In the Date, Summary, and Notes fields, enter the details of your work information record.
- From the Locked list, select Yes or No to lock the log.
- Select the view access:
- If you want only users in your organization to see the entry, select Internal.
- If you want everyone with access to the system to see the entry, select External.
- To add attachments to the entry, click Add.
- Click Save.
Your entry is added to the work history of the request.
- To see a report of the activities you performed against this request, click Report.
To approve a request
- From the Service Request Coordinator console, select Other Applications > Approval Console.
Any approval to which the service request coordinator is assigned appears in the list of approval requests.
- Select the approval request, and click Approve to approve the request.
- Close Approval Central.
- Return to the Service Request Coordinator console, and click Refresh.
The request is set to the Initiated status and removed from the list of requests that require your attention.
To review suggestions from users
- Select Functions > Suggestions.
- Search the Suggestions form for items from your users.
You can search by category and create a report of user suggestions.
To set console preferences for default search criteria
- From the Service Request Coordinator console, select Functions > Preferences.
- In the Application Preferences dialog box, click the Service Request Coordinator tab.
- On the Service Request Management User Preferences form, modify the default search criteria as needed.
- Click Save.
You must close and reopen the Service Request Coordinator console for the changes to appear.