Recurring Service Requests

Transcription

1 White Paper Recurring Service Requests MAPP SOLUTION INSTALLATION AND CONFIGURATION GUIDE

2 Overview Many Cherwell Service Management (CSM) administrators require the ability to automate the process of creating recurring service requests. In an effort to automate the service request process, we ve created the Recurring Service Requests mapp. This white paper documents how to use and configure the Recurring Service Requests mapp within CSM. The Recurring Services Request mapp creates a standalone module that has relationships to Specifics, Customers, and Configuration modules within CSM. There is no impact to the other modules, therefor this mapp has minimal risk to your existing CSM instance. The purpose of this mapp solution is to provide Cherwell Users the ability to open Service Request records on a regular, scheduled basis. This mapp was created in Cherwell version 6.0 and uses functionality that is not available in earlier versions, therefore it cannot be applied to earlier versions of Cherwell. Note: This mapp can only be used for CSM installations that are version 6.0 and greater. The Recurring Request includes the following changes: Major Business Object Recurring Request Contains object definition including fields, forms, and relationships to support the Recurring Request process. Automation Process Create Recurring Request and Update Next Occurrence Manages the process that monitors the Recurring Request business object for modifications, initiates the Create Recurring Request One-Step at the requested time, and updates the Recurring Request record to reflect the date of the next Service Request creation. One-Step Create Next Recurring Request Opens the Service Request based on the information provided in the Recurring Request record. One-Step Create Recurring Request Executed by an Action from the Service Request to create a Recurring Request record utilizing information copied from the Service Request. Counter Recurring Request Provides a unique identifying number for each Recurring Request record that is created. Stored Expression Priority Parent Type Sets the default Incident Type so that the Priority Matrix function works properly. Supporting Relationships to Specifics, Configuration and Customer business objects. Installation Instructions

3 Apply the mapp 1. Open the Cherwell Service Management Administrator. 2. Select mapps from the Categories menu. 3. Select 'Apply a mapp' from the Pick a Task menu. 4. Select the mapp - Recurring Request.mApp.

4 5. Apply the mapp import based on the merge settings appropriate for your environment. The contents of the mapp including new objects and new relationships to existing standard objects. It is not expected that this will result in any conflict. We recommend that you accept all defaults in the Apply the mapp wizard. We also recommend that the application of this mapp be performed in a test environment and that results be thoroughly tested.

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6 6. Publish Blueprint. Please be sure to save the blueprint so that it can be modified if necessary and then be applied to Production. Using Recurring Request 1. Log into the Cherwell Rich Client (or Browser Client) 2. Using the Quick Search from the Task Pane, search for a Service Request to make recurring.

7 3. From the Task Pane, Incident Actions section, click on Create as a Recurring Request. Note: The administrator can place this action in alternate locations, i.e. the Menu or on the Service Request form. 4. The recurring request record will be created and include information copied over from the Service Request. These values can be modified to reflect the values to include on the future Service Requests that are created. Note: The Call Source will default to Recurring.

8 5. The Schedule Recurrence section will default to a Monthly frequency with the next scheduled request 1 month from the creation date: These values can be modified based on the appropriate schedule. i. Select Frequency Specify the frequency of the Recurring Request. Available options include: Weekly, Monthly, Annual, Custom, and Future Date. Selecting Custom displays two additional fields for the entry of a number and a time unit (i.e. 2 Months). Future Date is for the opening of a single Recurring Request on a specific date in the future. ii. Next Scheduled Request Enter the next occurrence of the Recurring Request. All future Service Request creations will be based on this date. iii. Press the Save button. 6. When the date/time for the creation of the Service Request has been reached, the Recurring Service Request will be created and the normal Service Request process should be followed.

9 7. The Recurring Request record will then be updated to reflect the new Next Scheduled Request. 8. If for some reason a Recurring Request schedule is no longer relevant, check the Schedule No Longer Active checkbox. This will stop the creation of future Service Requests. Unchecking this box will reactivate this Recurring Request schedule. 9. A Recurring Request can also be created independent of a Service Request. From the New menu, select New Recurring Request.

10 10. The Requestor and Owned by Team will default to the current user information. The required fields are identified by a red border. All fields entered will be transferred to the Service Request that is created at the Next Scheduled Request date. 11. The standard Incident/Request module uses a Mapping function to select the appropriate Specifics form based on Service and Subcategory. That functionality was not included here since it would involve that the need to manually keep a separate Specifics Map for the Recurring Request object in sync. This is not an issue when the Recurring Request is created from an existing Service Request. When the Recurring Request is created from the New menu, the user will be required to select the correct Specifics Type if Specifics information is to be copied to the Service Requests. 12. Once the required fields are populated and the Recurring Request record is saved, the Recurring Request schedule will be initiated.

11 Appendix A: Recurring Request Contents mapp Item Item Type Item Parent Merge Action Target Item Create Recurring Request and Update Next Automation Import New Occurance process definition Recurring Request Business Object Import New Call Source Field Recurring Request Import New Category Field Recurring Request Import New Config Item Display Name Field Recurring Request Import New Config Item TypeID Field Recurring Request Import New ConfigItemRecID Field Recurring Request Import New Created By Field Recurring Request Import New Created By ID Field Recurring Request Import New Created Date Time Field Recurring Request Import New Custom Frequency Field Recurring Request Import New Custom Units Field Recurring Request Import New Customer TypeID Field Recurring Request Import New Description Field Recurring Request Import New Frequency Selection Field Recurring Request Import New Impact Field Recurring Request Import New Incident Type Field Recurring Request Import New Last Modified By Field Recurring Request Import New Last Modified By ID Field Recurring Request Import New Last Modified Date Time Field Recurring Request Import New LastModTimeStamp Field Recurring Request Import New Next Scheduled Request Field Recurring Request Import New Owned By Team Field Recurring Request Import New Owned By Team ID Field Recurring Request Import New Priority Field Recurring Request Import New RecID Field Recurring Request Import New Recurring Request ID Field Recurring Request Import New Requested By Field Recurring Request Import New Requested By RecID Field Recurring Request Import New Schedule No Longer Active Field Recurring Request Import New Service Field Recurring Request Import New Short Description Field Recurring Request Import New Specifics Type Field Recurring Request Import New Specifics TypeID Field Recurring Request Import New Subcategory Field Recurring Request Import New Urgency Field Recurring Request Import New RecurringRequest Form Recurring Request Import New RecurringRequest Grid Recurring Request Import New PK_RecurringRequest Index Recurring Request Import New

12 mapp Item Item Type Item Parent Merge Action Target Item RecurringRequest_RecurringRequestID Index Recurring Request Import New Recurring Request Links Config Item Relationship Recurring Request Import New Recurring Request Links Customer Relationship Recurring Request Import New Recurring Request Owns Specifics Relationship Recurring Request Import New Recurring Request Counter Import New Create Next Recurring Request One-Step Import New Create Recurring Request One-Step Import New Priority Parent Type Stored expression Import New