This documentation supports the 9.1 version of Service Request Management.

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

Using the Service Request Coordinator Console

Service request coordinators use the Service Request Coordinator Console to plan, coordinate, and track requests. 

The role of the service request coordinator

By default, the rules of the fulfillment applications use the round-robin process to assign a member of a support group as the service request coordinator for a request as explained in Configuring automatic assignment rules for individuals.

Typical service request coordinator activities include:

  • 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

You can review information about requests from the Service Request Coordinator Console, such as the request ID, summary, status, assignees, and service targets. You can also add work information to requests, for example, to record information about tasks performed on a request (such as the steps taken to troubleshoot an incident).

You can follow the approval cycle of requests. Approvals can be required for certain request status transitions. 

If there are problems with a request, a 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. Users can also submit suggestions about requests, which you can view from the Service Request Coordinator Console.

To search for requests

  1. To view all submitted requests, click Search in the Search Criteria panel. To find a specific request, enter the request ID in the Request ID field, and click Search.
    The search results display requests in different states, such as Waiting Approval, based on the specified search criteria. If you leave all the Search Criteria fields blank, the search results display requests that you have permissions to view.
    When you select a request from the search results, an abbreviated list of details appears in the Request Summary. If the results list is paginated, you can select a page number from the Page drop-down list to navigate to a different page.
  2. To change the contents of the search results (for example, to see all requests that need attention), use the Company and Console View options in the left navigation pane of the console. These options are described in the following table:

    Option

    Action

    Company

    Shows the requests based on company. If you have permissions to view only a single company, only that company appears in the list. Selecting Global shows only the requests that are designated as Global. Clearing the field shows records for all companies to which you have access.

    View Broadcast

    Shows messages that are broadcast to all users in the company

    Needs Attention

    Shows requests in which a fulfillment worker has entered an entry in the activity log. These entries are created when a fulfillment worker creates a work info entry for the fulfillment record and sets it to public visibility in the request's activity log. This is a signal to the requester to read the entry because it could contain important information that might need a response. As the request coordinator, you might want to read such entries to stay informed about activities centering around requests.

    SRs With Errors

    Shows requests that have errors you need to correct. See Troubleshooting processes related to a service.

    Open Requests

    Shows requests that have not been completed yet

    Myself

    Shows requests that belong to you

    Other Person

    Shows all other requests that do not belong to your group

    Select My Groups > Select Groups

    Shows requests for the support groups that you select

    All My Groups > Show All

    Shows requests that are assigned to all support groups to which you belong

To view request details

  1. Select a request from the search results.
    The request summary is displayed in the Details tab.
  2. From the Work Info tab, review the work performed on the request by fulfillment workers, customers, and users. 
    (Optional) To filter the displayed work information, choose one of the following options from the Show list:
    • All — Shows all work information
    • Customer Communication — Shows only work information from the customer (requester)
    • General Information — Shows general information about the request
  3. If BMC Service Level Management is installed, click the Service Level tab to view the information in the Service Targets table.
    The associated service targets are listed in the Service Targets table. You can see whether the request is proceeding within the service target time limits, or whether the target was missed. If the service target is past due, you might want to contact the fulfillment providers for more information, especially if you need to reset expectations with the user.
  4. To view information about the request, click Request Details.
    The Request Details dialog box shows read-only information about the request (for example, its request ID, its status, submit and required dates, and so on).
  5. To view the processes behind the request, click Process View.

Note

If the Event Error button is enabled, it indicates a problem with the request that must be fixed. See Troubleshooting processes related to a service.

To add work information to a request

  1. Search for and select your request.
  2. Click Add Info To Request.
  3. In the Request Work Info dialog box, select the work information type, for example, General Information.
  4. From the Source list, select the source of this information.
    Information sources can include email, system assignment, or the web.
  5. Enter the details of your work information record in the DateSummary, and Notes fields.
  6. From the Locked list, select Yes or No to lock the log.
  7. Select the view access:
    • If you want only users in your organization to see the entry, select Internal.
    • If you want everyone with access to the system to see the entry, select External.
  8. To add attachments to the entry, click Add.
  9. Click Save.
    Your entry is added to the work history of the request.
  10. To see a report of the activities you performed against this request, click Report.

To review the approval cycle of requests

  1. From the Service Request Coordinator Console, select Other Applications > Approval Console.
    Any approval to which the service request coordinator is assigned appears in the list of approval requests.
  2. Select the approval request, and click Approve.
  3. Close Approval Central.
  4. Return to the Service Request Coordinator Console, and click Refresh.
    The request is set to the Initiated status and removed from the list of requests that require your attention.

To review suggestions from users

  1. Select Functions > Suggestions.
  2. Search the Suggestions form for items from your users.
    You can search by category and create a report of user suggestions.

To set console preferences for default search criteria

  1. From the Service Request Coordinator Console, select Functions > Preferences.
  2. In the Application Preferences dialog box, click the Service Request Coordinator tab.
  3. On the Service Request Management User Preferences form, modify the default search criteria as needed.
    For example, you might want a specific last name to appear by default in the Request Definition View.
  4. Click Save.
    You must close and re-open the Service Request Coordinator Console for the changes to appear.
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