Using the Service Request Coordinator Console
Following are typical service request coordinator activities:
- 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
If there are problems with a request, in 8.1.01 and later versions, the user can click Contact Coordinator in the request details to send an email message to the service request coordinator to monitor or expedite the situation.
By default, the rules of the fulfillment applications use the round-robin process to assign a member of the support group as the service request coordinator for a request. For more information, see Configuring automatic assignment rules for individuals.
This section describes how to use the Service Request Coordinator Console. The following topics are provided: