Using the Request Management Wizard to Set Up Request Management

The Request Management Wizard is part of the Application Setup Page. Use this wizard to customize how the Service Desk handles request management processes.

Services Provided

Add and manage the services provided by your IT department. You can customize this set or save them and return to add or update the services later.

Process Wizard: Request Management

Click Add Service.

Enter a name and description for the new service.

Click Save & Activate.

The system adds the service to the list and makes it active. By default, each service is active and available for customization.

Click Edit to edit a service name or description.

You can support the following services:

Application development service
Benefits management
Communication service
CRM service
Data service
Demo service
Desktop service
Email service
Employee administration
Employee development
Enterprise application service
Facilities management
Financial service
HR system
IT general administration
Mail service
Mobile communication
Network service
Payroll administration
Printing service
QA
Server administration
Service desk
Supply chain
Travel management
Web hosting service

Lifecycle

Select the actions to take at each stage of the request management lifecycle. If you have advanced lifecycle requirements, you can define them later.

Process Wizard: Request Management: Lifecycle

The default request management lifecycle settings are:

Action	Options
When a Request is Requested	Check Add My Item for Service Request. Click Add another Action to add another action.
When a Request is "Approval Rejected"	Check Cancel Outstanding Approval on rejection. Click Add another Action to add another action.
When a Request is "Cancelled"	Check Cancel Service Request. Click Add another Action to add another action.
When a Request is "Closed"	Check Cancel Outstanding Approval on close. Check Update Cost when Service Req is closed. Click Add another Action to add another action.
When a Request is "Fulfilled"	Check Update Cost when Service Req is fulfilled. Check Send Email and select an email type from the drop-down list. Click Add another Action to add another action.
When a Request is "Waiting for Customer"	Check Add notes when Service Req is waiting for customer. Click Add another Action to add another action.