This documentation applies to the 8.1 version of Service Request Management, which is in "End of Version Support." You will not be able to leave comments.

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Completing the Options section

This topic describes how to complete the Options section of the Service Request Designer.

Before you begin

Complete the Entitlements section.

To complete the Options section

  1. On the Hide/Show Details panel, select which items are visible to users when they request this service.

    Section Field Description
    Review a Service Turnaround Time

    Defines turnaround time for this requestable service in Hours, Days, Months, or Years in the Review a Service stage. Turnaround time is used to calculate the expected completion date of the service request.

    Note: To calculate the expected completion date accurately, business hours and holidays must be configured. For information about configuring business hours and holidays, see Configuring business hours and holidays.

    Price Actual price of the service request
    Provide Information Expected Completion Date when the user can expect the request to be finished
    Date Required Date when the user requires the request to be finished
    Phone Phone number of the user
    Email Email address of the user
    Attachment Enables users to add an attachment to the service request
    Instructions Instructions that you want requesters to view. Requesters see your text in the Provide Information stage when they are requesting a service in the Request Entry console.
    Quantity Number of items for the request, such as the number of items in a purchase request
    View a Request Service Coordinator Name of service request coordinator overseeing the request
    Approvals Shows the Current Approvers section on the Request Entry console. This section lists the approvers for the selected request and includes a More Info link that allows users to see the approvals for the request. Additionally, the Approvers tab becomes visible on the Request Details form.
    Request Details End User Process View Shows the Process View tab on the Request Details form. If you clear this field, the Process View tab is hidden from users who do not have Service Request User or SRM Administrator application permissions.
  2. Click Next.
  3. On the Notifications panel, specify the states when notifications for the service request are sent to users.
    By default, the following actions trigger notifications:
    • Notify End User on Complete
    • Notify End User on Pending
    • Notify Assignee on Assignment
    • Notify Approver on Waiting Approval
      You can add additional states (for example, Notify End User on Submit).
  4. Click Next.

Where to go from here

To continue the procedure, go to Completing the Deployment section.

This version of the documentation is no longer supported. However, the documentation is available for your convenience. You will not be able to leave comments.

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