This documentation supports the 9.0 version of Service Request Management.

To view the latest version, select the version from the Product version menu.

Creating an SRD that uses the Incident PDT

This SRD uses the Incident PDT that you created in Example of creating PDTs. This procedure assumes that the test SRD you previously created successfully passes the output from the change request to the two work orders.

The service request that you submit should successfully pass the contents of the Summary and Operational Categorization Tier 1 fields as output to the incident request. When you complete the incident request, the incident request should passes its output to the change request. When you complete the change request, the change request should pass its output to the two work orders.

Area, tab, or field

Tab or field

Value

Function or description

Header

  • Company
  • Title
  • Navigation Categories (and so on)

Enter required information to complete the SRD (for example, Dynamic_SRD.

Not applicable

Service Request Approval tab

Approval type

None by default

You can temporarily disable service request approval for testing purposes.

Approvals tab

Set using Approval Engine

Selected by default

You can temporarily disable SRD approval for testing purposes.

Definition tab

Request Type

Standard

Not applicable

Effective Dates and Times

Enter a start date.

Not applicable

Process Template

Select the incident request PDT (for example, Incident_Mgt_PDT).

Not applicable

Questions & Mappings

Add Question

  1. Click Questions.
  2. Click Add Question.
  3. After you enter all the following information, click Apply.
  4. Click Next to go to the next page of the wizard.

Not applicable

Question Text

Categorization Tier 1

Not applicable

Question Format

Text

Not applicable

Category

Local Service Request ManagementS

Not applicable

Variable Mapping

Question

  1. Select question (for example, Categorization Tier 1).
  2. Click Apply.
  3. Click Close.

Not applicable

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