This documentation supports the 9.1 version of Service Request Management.

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

Completing requests

Fulfillment providers complete the fulfillment assignments that are required to fulfill the request. For example, a request to replace a hard drive might generate multiple incidents, change requests, or work orders. A request might also send notifications at certain points in its life cycle to alert users that a certain event occurred.

To complete a request when a change request or an incident is involved

  1. From the IT Home Page, open the Change Management Console or the Incident Management Console.
  2. Perform a search for requests that are assigned to you.
  3. Select the request, and click View .
  4. Use the Process Flow Status wizard in the Change Request form or the Incident Request form to advance the request.
  5. When you complete the details of the request, save the request.
    When the fulfillment request is successfully fulfilled, the status of the request is automatically set to Completed (successful) in the Request Entry console.

To complete a request when a work order is involved

  1. From the IT Home Page, open the Work Order Console.
  2. Perform a search for work orders that are assigned to you.
  3. Select the work order, and click View .
  4. As you progress on the work order, update your status and track your work information in the Work Order form.
  5. When you have finished with the work order, save the work order.
    When the fulfillment request is successfully fulfilled, the status of the request is automatically set to Completed (successful) in the Request Entry console.
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