This documentation supports the 9.0 version of Service Request Management.

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

Deploying SRDs

When an SRD is deployed, it is online and available to users from the catalog. Users can view the SRD in the Request Entry console and browse or search for it. After the SRD is deployed, the Take Offline button and the green stoplight appear in the Service Request Definition form above the Status field. The green stoplight alerts you that the SRD is deployed and is in the correct date range. 

Note

A deployed SRD might not be immediately visible to users for the following reasons:

  • The SRD has not yet reached the Start Date defined in the Definition tab.
  • The SRD has reached the Start Date, but the escalation that makes it online has not yet run. The escalation runs once each day at 2:45 a.m. and applies to SRDs that have reached their start date within the last 24 hours. For example, the Start Date for an SRD is 2/19/2015 at 2:00 p.m. The next escalation runs on 2/20/2015 at 2:45 a.m., so the SRD does not go online until 12 hours and 45 minutes after the start date.
  • Entitlement rules apply, and users were logged in when the SRD went online. Users must log in again to update their entitlement cache.

If needed, you can temporarily take an SRD offline. For example, you might need to test how an SRD functions in the Request Entry console, or you might need to modify it. The red stoplight alerts you to the SRD status. An SRD might be offline because it has reached its end date.

If an SRD was manually taken offline, you can manually restore the SRD to the Online state by clicking the Turn Online button. If a deployed SRD has expired, you can manually restore the SRD to the online state by resetting the end date.


Before you begin

Perform the following steps before you deploy an SRD:

  1. Create the SRD and keep it in the Draft state until all necessary changes are made.
  2. Ensure that the start date is up to date. The start date determines when a deployed SRD is online and available to users.

To deploy an SRD

  1. Search for the SRD, select it, and click View.
  2. Change the status of the SRD to Request for Approval.
  3. Click Save to initiate the approval process.
    If no approvals are configured, the SRD is deployed automatically.
    If approvals are configured, the following stages might occur:
    • SRD is approved — After the SRD is approved by all the specified approvers, it is deployed automatically.
    • Approver needs more information — The status is set to Pending and the Status Reason is set to More Information. You must provide the information to the approver, which means modifying the SRD and resubmitting it for approval.
    • SRD is rejected — When an approver rejects the SRD, the status is set to Rejected. The Service Catalog Manager can move the SRD to the Draft state and resubmit it for approval later.

To take an SRD offline

  1. Open the IT Home Page, and select Service Request Management > Service Catalog Manager Console.
  2. Click Console Focus in the left navigation pane, and click Request Definition.
    The Request Definition View appears in the Service Catalog Manager Console.
  3. Search for an SRD, select it, and click View.
  4. Click Take Offline.
    The Turn Online button and the red stoplight appear in the Service Request Definition form above the Statusfield.
    The red stoplight alerts you that the SRD is no longer deployed and users cannot access it in the Request Entry console.
  5. Click Save.
    The SRD record is no longer available to users from the catalog.

To return the SRD to the online state

  1. Open the IT Home Page, and select Service Request Management > Service Catalog Manager Console.
  2. Click Console Focus in the left navigation pane, and click Request Definition.
    The Request Definition View appears in the Service Catalog Manager Console.
  3. Search for the SRD, select it, and click View.
    The Turn Online button and the red stoplight appear in the Service Request Definition form above the Status field.
  4. Click Turn Online.
    The green stoplight alerts you that the SRD is redeployed.
  5. Click Save.
    The SRD record is available to users from the catalog.

To reset the date of an expired SRD

  1. Open the IT Home Page, and select Service Request Management > Service Catalog Manager Console.
  2. Click Console Focus in the left navigation pane, and click Request Definition.
    The Request Definition View appears in the Service Catalog Manager Console.
  3. Search for the Offline SRD, select it, and click View.
  4. In the End Date field, open the calendar.
  5. Enter a date in the future, and click Save.
    The status of the SRD is changed to Draft.
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