HP Service Manager. Software Version: 9.41 For the supported Windows and UNIX operating systems. Request Fulfillment help topics for printing

Transcription

1 HP Service Manager Sftware Versin: 9.41 Fr the supprted Windws and UNIX perating systems Fulfillment help tpics fr printing Dcument Release Date: September 2015 Sftware Release Date: September 2015

2 Legal Ntices Warranty The nly warranties fr HP prducts and services are set frth in the express warranty statements accmpanying such prducts and services. Nthing herein shuld be cnstrued as cnstituting an additinal warranty. HP shall nt be liable fr technical r editrial errrs r missins cntained herein. The infrmatin cntained herein is subject t change withut ntice. Restricted Rights Legend Cnfidential cmputer sftware. Valid license frm HP required fr pssessin, use r cpying. Cnsistent with FAR and , Cmmercial Cmputer Sftware, Cmputer Sftware Dcumentatin, and Technical Data fr Cmmercial Items are licensed t the U.S. Gvernment under vendr's standard cmmercial license. Cpyright Ntice Hewlett-Packard Develpment Cmpany, L.P. Trademark Ntices Adbe is a trademark f Adbe Systems Incrprated. Micrsft and Windws are U.S. registered trademarks f Micrsft Crpratin. Oracle and Java are registered trademarks f Oracle and/r its affiliates. UNIX is a registered trademark f The Open Grup. Linux is the registered trademark f Linus Trvalds in the U.S. and ther cuntries. Fr a cmplete list f pen surce and third party acknwledgements, visit the HP Sftware Supprt Online web site and search fr the prduct manual called HP Service Manager Open Surce and Third Party License Agreements. Dcumentatin Updates The title page f this dcument cntains the fllwing identifying infrmatin: Sftware Versin number, which indicates the sftware versin. Dcument Release Date, which changes each time the dcument is updated. Sftware Release Date, which indicates the release date f this versin f the sftware. T check fr recent updates r t verify that yu are using the mst recent editin f a dcument, g t: This site requires that yu register fr an HP Passprt and t sign in. T register fr an HP Passprt ID, click Register n the HP Supprt site r click Create an Accunt n the HP Passprt lgin page. Yu will als receive updated r new editins if yu subscribe t the apprpriate prduct supprt service. Cntact yur HP sales representative fr details. Supprt Visit the HP Sftware Supprt site at: This website prvides cntact infrmatin and details abut the prducts, services, and supprt that HP Sftware ffers. HP Sftware nline supprt prvides custmer self-slve capabilities. It prvides a fast and efficient way t access interactive technical supprt tls needed t manage yur business. As a valued supprt custmer, yu can benefit by using the supprt website t: Search fr knwledge dcuments f interest Submit and track supprt cases and enhancement requests Dwnlad sftware patches Manage supprt cntracts Lk up HP supprt cntacts Review infrmatin abut available services Enter int discussins with ther sftware custmers Research and register fr sftware training Mst f the supprt areas require that yu register as an HP Passprt user and t sign in. Many als require a supprt cntract. T register fr an HP Passprt ID, click Register n the HP Supprt site r click Create an Accunt n the HP Passprt lgin page. T find mre infrmatin abut access levels, g t: HPSW Slutins Catalg accesses the HPSW Integratins and Slutins Catalg prtal website. This site enables yu t explre HP Prduct Slutins t meet yur business needs, includes a full list f Integratins between HP Prducts, as well as a listing f ITIL Prcesses. The URL fr this website is Abut this PDF Versin f Online Help This dcument is a PDF versin f the nline help. This PDF file is prvided s yu can easily print multiple tpics frm the help infrmatin r read the nline help in PDF frmat. Because this cntent was riginally created t be viewed as nline help in a web brwser, sme tpics may nt be frmatted prperly. Sme interactive tpics may nt HP Service Manager (9.41) Page 2 f 99

3 be present in this PDF versin. Thse tpics can be successfully printed frm within the nline help. HP Service Manager (9.41) Page 3 f 99

4 Cntents Intrductin 7 Fulfillment verview 8 Key elements f Fulfillment 9 Mdel 9 Prduct Catalg 9 Vendrs/suppliers 10 s 10 Tasks 10 Orders 10 Authrizatin prcessing 11 Differences between Fulfillment and Change Management 11 Fulfillment and service level agreements 12 Charges 12 Csts f Fulfillment 13 billing 13 Satisfactin Survey 13 Fulfillment security rles 14 Fulfillment wrkflws and user tasks 16 Examples: request wrkflws 20 Create a new request recrd 25 Create a new request frm a user interactin 26 Create a request by cpying an existing request recrd 27 Update a request recrd 28 Suspend a request 29 Apprve r deny a request 29 Escalate a request 31 Create a request template 31 Apply a request template 32 Apply a request mdel t an existing request recrd 33 HP Service Manager (9.41) Page 4 f 99

5 Update multiple request recrds 34 Apprve multiple request recrds 35 Link a request t anther recrd 36 Set a reminder fr a request 38 Send a ntificatin frm a request 39 View audit lg frm a request 40 Access the alert lg when viewing a request 41 Create a scheduled maintenance task frm a request recrd 41 View r edit the cst f a request 41 Clse a request directly in the Lgging phase 42 Clse a request recrd 43 Repen a request recrd 44 Access Fulfillment reprts 44 Task wrkflws and user tasks 46 Examples: request task wrkflws 52 Create a request task 56 Create a request task template 57 Apply a request task template 58 Create a change frm a request task 59 Update multiple request tasks 59 Cancel multiple request tasks 60 Set a reminder fr a request task 61 Send a ntificatin frm a request task 62 View audit lg frm a request task 63 Access the alert lg when viewing a request task 64 Clse a request task 64 task scheduling 65 Updating CMDB 68 Fulfillment administratin 70 Cnfigure the Fulfillment envirnment 70 Number cntrls 71 HP Service Manager (9.41) Page 5 f 99

6 Cnfigure the Fulfillment settings 71 Ntificatins in Fulfillment 72 Fulfillment cnfiguratin 73 Create a request mdel 73 Create a request categry 75 Add a subcategry t a request categry 76 Create a request task categry 77 Create a prduct catalg categry 78 Create a prduct catalg item 79 Stck management 81 Create a rerder rule 81 Add a Fulfillment assignment grup 82 Add a Fulfillment apprval definitin 83 Security 85 Fulfillment security areas 85 Fulfillment security rles and settings 88 Out-f-bx rle rights in the Cmmn Cnfiguratin area 94 Security flder and mandanten 96 Send Dcumentatin Feedback 98 HP Service Manager (9.41) Page 6 f 99

7 Intrductin HP Service Manager Fulfillment manages user requests fr prducts and services. Examples include passwrd resets, individual PC upgrades, and new emplyee setup. The fllwing sectins prvide infrmatin t help yu use the Fulfillment applicatin as business users and as administratrs: " Fulfillment verview" n page 8 " Fulfillment security rles" n page 14 " Fulfillment wrkflws and user tasks" n page 16 " Task wrkflws and user tasks" n page 46 " Fulfillment administratin" n page 70 " Fulfillment cnfiguratin" n page 73 "Security" n page 85 HP Service Manager (9.41) Page 7 f 99

8 Fulfillment verview The HP Service Manager Fulfillment is an applicatin used t manage user requests fr prducts and services. The Fulfillment applicatin enables business staff t imprve their prductivity r the quality f business services and prducts. It can als help reduce the cst f prviding services and reduce peple effrt invlved in requesting and receiving access t services. Mrever, the use f Fulfillment applicatin can increase the cntrl level f an rganizatin s services and the number f fulfilled requests. Fulfillment includes the fllwing key features: mdel, which defines the prerequisites, required authrizatins, and sequenced r parallel standard tasks t fulfill the service request A detailed, custmizable catalg f prducts Scheduling f service requests and tasks Autmated request fulfillment Order and stck management Interactin with ther Service Manager applicatins, such as Service Catalg, Cnfiguratin Management, Service Desk, Incident Management, Change Management, and Service Level Management. Service Catalg (Frnt Office) and Fulfillment catalg (Back Office prduct catalg) wrk tgether t prvide an end-t-end prcess f service requests, frm the end user prtal (Service Catalg r SRC), t the autmated dispatching and cntrl f every tasks fr the delivery f the service. Integratin with ther prducts, including: Prviding a cmmn web service interface s that ther prducts are able t access service requests and tasks Integratin with Asset Manager fr request fulfillment billing Fr Fulfillment prcesses and best practices, see the crrespnding sectins in Prcesses and Best Practices Guide. HP Service Manager (9.41) Page 8 f 99

9 Fulfillment verview Key elements f Fulfillment Fulfillment includes the fllwing key elements: Mdel Prduct Catalg Vendrs/suppliers s Tasks Orders Authrizatin prcessing Mdel A repeatable mdel f handling a particular categry f service request. A request mdel defines specific agreed tasks that need t be fllwed t fulfill the service request f this categry. mdels can be very simple, with n requirement fr authrizatin (fr example, passwrd reset), r can be cmplex with many sequential r parallel tasks that require authrizatin (fr example, prvisin f an existing IT service). mdels are the catalg f service requests frm the fulfillment perspective. Usually, the request mdels are referenced in the cnnectr f a Frnt Office catalg item (svccatalg, cnnectr "Open New "). mdels define the delivery wrkflw, thrugh the list f their tasks, cntrlled by the task planner. Each task defined in a request mdel has a task categry, which defines the rle and behavir f the task (labr, prduct purchase, CMDB synchrnizatin, and s n). Prduct Catalg In a request mdel, tasks frm the Purchase categry are used t rder a prduct frm a vendr, and t create the crrespnding CIs. The prduct catalg defines which prducts can be purchased. The prduct definitin is used t prcess the purchase task, and t becme the mdel f the crrespnding CIs. HP Service Manager (9.41) Page 9 f 99

10 Fulfillment verview The prduct catalg is a predefined catalg f prducts (hardware, sftware, r called parts). The prduct catalg defines the mdels f independent items that may be requested r rdered. The prduct catalg supprts general infrmatin f parts, including part number, descriptin, cst, and manufacturer. The inventry f the specific item is als available in the prduct catalg prtal. The receiving details f the purchased items can be pre-defined in the prduct catalg. Catalg items are represented as recrds in the prductcatalg table. Vendrs/suppliers Vendrs/suppliers are internal r external prviders f parts. Vendrs/suppliers have a many-t-many relatinship with catalg items, and may r may nt directly interact with Service Manager. Vendrs/suppliers are represented as recrds in the vendr table. The terms under which a specific vendr/suppliers will prvide a specific catalg item are stred in the mdelvendr table. s A request is a high level recrd that defines the basic request infrmatin such as requester, required dates, crdinatr, and descriptin. recrds are the tickets that trace the wrkflw f a request frm the user perspective, data entry and request task additin, thrugh authrizatins, fulfillment, and fllw-up. recrds are stred in the request table. Tasks A request task is a lw level recrd that defines ne f the steps t fulfill the service request. tasks can be created autmatically accrding t the request mdel definitin r manually by the authrized users. After creatin, request tasks are assigned t internal wrkgrups r external vendrs/suppliers. tasks are stred in the requesttask table. Orders Order recrds are a type f request recrd that traces the wrkflw f an actual rder f a part item r several part items frm the rdering and receiving perspective. Orders are created manually by HP Service Manager (9.41) Page 10 f 99

11 Fulfillment verview authrized users r by autmated backgrund prcesses when the rerder rules defined fr stck management are satisfied. Order recrds are stred in the request table, with a particular Order categry. Authrizatin prcessing The authrizatin prcess autmates and frmalizes the technical and business evaluatin by the apprpriate levels f management f requests. Authrizatins cntrl accepts risk, cst, and respnsibility f a request and its tasks. Authrizatins create chains f grups wh may be required t apprve requests befre they can advance within their lifecycle. Authrizatins can have cnditins attached, such as ttal cst, lead time requirements, and impact. Authrizatins can be defined either in request mdel r in the dedicated Authrizatin phase f the request fulfillment wrkflw. Differences between Fulfillment and Change Management Fulfillment and Change Management are separate prcesses, but they are clsely related. Fulfillment handles cmmn user requests fr prducts and services. These requests usually affect nly the persn making the request, r a subrdinate grup f emplyees. Change Management handles any change t yur business that mdifies r disrupts the current state f that envirnment. Usually these mdificatins r disruptins affect multiple users r business units. Fulfillment Handles cmmn requests fr prducts and services Affects a small r limited number f users Scpe is limited Change Management Manages changes (implementatins) that mdify a business envirnment Affects many users Scpe is ften large, including large grups r multiple business units HP Service Manager (9.41) Page 11 f 99

12 Fulfillment verview Fulfillment and service level agreements Prcess target in Service Level Management is supprted by requests and request tasks. The fllwing are the ut-f-bx prcess targets: with glbal lead time defined The duratin is defined in the glbal.lead.time field f the request recrd. Task with planned lead time defined The duratin is defined in the planned.lead.time field f the request task recrd. Other ut-f-bx prcess targets withut lead time defined, such as: Platinum - withut glbal lead time defined (duratin is 12:00:00) Platinum - Task withut planned lead time defined (duratin is 12:00:00) Gld - withut glbal lead time defined (duratin is 1 00:00:00) Gld - Task withut planned lead time defined (duratin is 1 00:00:00) Silver - withut glbal lead time defined (duratin is 3 00:00:00) Silver - Task withut planned lead time defined (duratin is 3 00:00:00) Brnze - withut glbal lead time defined (duratin is 5 00:00:00) Brnze - Task withut planned lead time defined (duratin is 5 00:00:00) Charges HP Service Manager can track labr csts and parts csts in service request fulfillment prcesses. Meanwhile HP Service Manager can pass cst and billing infrmatin fr gds and services t an external financial tl. In ut-f-bx, integratin is created using HP Cnnect-It between HP Service Manager and HP Asset Manager. HP Service Manager (9.41) Page 12 f 99

13 Fulfillment verview Csts f Fulfillment Each request displays the fulfillment cst (including incremental nging csts assciated with service ptins). Click here t shw r hide links t related tpics. Related cncepts " billing" belw billing By integrating HP Service Manager with HP Asset Manager, yu can view the request billing reprt in HP Asset Manager. Yu can find the "Cst f SM Service " widgets in the Hmepage widgets library f HP Asset Manager. If yu want t shw these widgets in anyne s hmepage, yu need t manually add them. Fr mre instructins n adding widgets t hmepage, see the "Custmizing Web Clients > Hmepage f the Web Client" sectin in the Asset Manager Tailring guide. All credit type expense line recrds will be assigned t the IT Finance billing center, which yu can find in the ut-f-bx database f Asset Manager. If yu d nt want t use the IT Finance billing center in yur prductin envirnment, yu can change the Cnnect-It scenaris t allcate a new billing center. Satisfactin Survey Service Manager prvides a native survey tl, which enables yu t manually send a survey frm a request recrd r t set a schedule survey by applying the internal ut-f bx survey cnnectr. Service Manager als prvides ther survey integratin slutins. Fr mre infrmatin, see "Survey intrductin" n page 1. HP Service Manager (9.41) Page 13 f 99

14 Fulfillment security rles There are specific rles assciated with Fulfillment. Service Manager uses rle-based permissins t enable yu t cmplete a task that is apprpriate t yur rle. System Administratrs manage and assign these permissins. The fllwing table describes the respnsibilities f the Fulfillment security rles. Fulfillment security rles Rle Respnsibilities Prcess Owner Designs request fulfillment mdels and wrkflws Ensures prcess technicians have the required knwledge and the required technical and business understanding t deliver the prcess, and understand their rle in the prcess Cmmunicates prcess infrmatin r changes as apprpriate t ensure awareness Reviews pprtunities fr prcess enhancements and fr imprving the efficiency and effectiveness f the prcess Wrks with ther prcess wners t ensure there is an integrated apprach t the design and implementatin f request fulfillment, incident management, event management, access management, and prblem management User Uses Self Service r the Service Desk t lg apprpriate Service s er Initiates a Service thrugh the Fulfillment prtal n behalf f users Crdinatr Prvides a single pint f cntact and end-t-end respnsibility t ensure submitted Service s have been prcessed Prvides initial triage f Service s t determine which IT resurces shuld be engaged t fulfill them Assigns a Service t the crrect grup Cmmunicates Service s t ther IT resurces that will be invlved in fulfilling them Escalates Service s in line with established Service Level Targets Analyst Carries ut ne r mre activities in the fulfillment f Service s Updates the recrds t shw that activities have been carried ut crrectly HP Service Manager (9.41) Page 14 f 99

15 Fulfillment security rles Fulfillment security rles, cntinued Rle Respnsibilities Respnsible fr the prvisining f Service s within the agreed SLA Apprver Reviews Service details Cnfirms Service details are crrect Apprves/Rejects Service s Manager Plans and manages supprt fr request fulfillment tls and prcesses Handles staff, custmer and management cncerns, requests, issues and enquiries Invlved in Service escalatin Ensures request fulfillment activities perate in line with service level targets Stck Manager Respnsible fr managing stck and defining rerder rules fr different stckrms HP Service Manager (9.41) Page 15 f 99

16 Fulfillment wrkflws and user tasks The request wrkflw is a sequence f cnnected steps in the life cycle f a request. In the wrkflw, a request ges thrugh several phases t cmplete the life cycle. Wrkflw phases can cnsist f ne r multiple tasks that must be cmpleted t prceed t the next phase. The fllwing are the ut-f-bx wrkflws fr the Fulfillment mdule. The wrkflw manages the generic request fulfillment prcess. The wrkflw cnsists f the fllwing phases and tasks. Wrkflw phase Lgging Tasks Create a new request recrd Create a new request frm a user interactin Create a request by cpying an existing request recrd Apply a request template Create a request template Apply a request mdel t an existing request recrd Update a request recrd Update multiple request recrds Link a request t anther recrd Set a reminder fr a request HP Service Manager (9.41) Page 16 f 99

17 Fulfillment wrkflws and user tasks Wrkflw phase Tasks Send a ntificatin frm a request View audit lg frm a request Access the alert lg when viewing a request Clse a request directly in the Lgging phase Authrizatin Apprve r deny a request Apprve multiple request recrds Update a request recrd Escalate a request Update multiple request recrds Set a reminder fr a request Send a ntificatin frm a request View audit lg frm a request Access the alert lg when viewing a request Create a request template Fulfillment Suspend a request Update a request recrd Create a request task Escalate a request Update multiple request recrds Link a request t anther recrd Set a reminder fr a request Send a ntificatin frm a request View audit lg frm a request Access the alert lg when viewing a request View r edit the cst f a request HP Service Manager (9.41) Page 17 f 99

18 Fulfillment wrkflws and user tasks Wrkflw phase Tasks Create a request template Review Update a request recrd Update multiple request recrds Escalate a request Link a request t anther recrd Set a reminder fr a request Send a ntificatin frm a request View audit lg frm a request Access the alert lg when viewing a request View r edit the cst f a request Create a request template Clsure Clse a request recrd Repen a request recrd Send a ntificatin frm a request View audit lg frm a request Access the alert lg when viewing a request Create a request template Order The Order wrkflw manages purchase and stck management in the Fulfillment applicatin. The Order wrkflw cnsists f the fllwing phases and tasks. HP Service Manager (9.41) Page 18 f 99

19 Fulfillment wrkflws and user tasks Wrkflw phase Order Tasks Create a new request recrd Create a new request frm a user interactin Create a request by cpying an existing request recrd Apply a request template Update a request recrd Update multiple request recrds Set a reminder fr a request Send a ntificatin frm a request View audit lg frm a request Access the alert lg when viewing a request View r edit the cst f a request Create a request template Clsure Clse a request recrd View audit lg frm a request Send a ntificatin frm a request Access the alert lg when viewing a request Create a request template Fr examples that demnstrate the minimum needed steps t cmplete the ut-f-bx request wrkflws, see "Examples: request wrkflws" n the next page. T view mre wrkflw diagrams and ther infrmatin abut this prcess, such as related ITIL prcesses, refer t the Prcess Designer Best Practices Guide that is linked t in the related tpics. HP Service Manager (9.41) Page 19 f 99

20 Examples: request wrkflws The fllwing examples demnstrates the minimum needed steps t cmplete the ut-f-bx request wrkflws. wrkflw Phase User Actins Optins Lgging 1. Enter a title in the Title field. 2. Prvide a descriptin f the request in the Descriptin field. 3. Click the Fill buttn fr r, and then select the requester. Nte: The assignment grup is pre-filled by the ut-f-bx assignment rule autmatically. This is the first phase when yu create a new request ( Fulfillment > Create New ) based n a categry r request mdel that uses the "" wrkflw. Yu create a request by selecting a categry r a request mdel, depending n the "Select n Open" setting in Fulfillment > Administratin > Settings. Tip: If yu are creating a new request based n request mdels, yu can use the search functin n the frm t quickly lcate the request mdel that yu want t use. 4. Select the Impact fr this request. 5. Select the Urgency fr this request. 6. Specify ther fields such as Affected CI and Affected Service accrding t yur business needs. 7. Click Save. HP Service Manager (9.41) Page 20 f 99

21 Fulfillment wrkflws and user tasks Phase User Actins Optins 8. Select an expected date t finish the request n behalf f the requester if the request is nt created frm a service catalg request. Nte: If the user has selected the delivery target when rdering the service item r bundle, the expected finish date is autmatically filled by the system. Authrizatin 1. Click the Submit fr Apprval buttn. Nte: In the ut-f-bx system, n apprval definitin is defined in the Authrizatin phase, s after yu click Submit fr Apprval, the request will directly g t the Fulfillment phase. System administratrs can add apprval definitins in the Authrizatin phase based n business needs. By default, if a request is denied and is nt updated after seven days, the request will be autmatically clsed with the "Denied request fulfillment" clsure cde. Tip: System administratrs can edit the "rm.clse.denied.request" rule set t define the days t autmatically clse the denied requests. If apprvals are defined in the Authrizatin phase, the request will be in pending apprval status and the request frm cannt be edited until the request is apprved r denied. When the request is apprved, it autmatically mves t the Fulfillment phase; when request is denied, it autmatically mves back t the Lgging phase. HP Service Manager (9.41) Page 21 f 99

22 Fulfillment wrkflws and user tasks Phase User Actins Optins Fulfillment 1. Update the request recrd as necessary based n yur fulfillment actins and prgress. 2. If request tasks are defined in the Fulfillment phase, cmplete the request tasks as required. Review 1. Click the Review buttn after all the request tasks defined in the Fulfillment phase are cmpleted. Nte: In the Fulfillment phase, yu can suspend the request. Fr mre infrmatin, see "Suspend a request" n page 29. Frm the Review phase, yu can als return t the Fulfillment phase by clicking the Back t Fulfill buttn. 2. Review and update the infrmatin in the request. Clsure 1. Click the Clse buttn. 2. Enter r change the subcategry fr the request. 3. Select the apprpriate clsure cde. Frm the Clsure phase, if yu have the "Repen" right in the "" area, yu can click the Repen buttn t repen the clsed request. After yu click Repen, the request is mved back t the Review phase. 4. Enter the clsure cmments. 5. Click Finish. Nte: Yu can create a request task by using the task planner in the Tasks sectin. All tasks must be clsed befre yu can clse a request. Fr mre infrmatin abut hw t create a request task, see "Create a request task" n page 56. Order wrkflw Phase User Actins Optins Order 1. Enter a title in the Title field. This is the first phase when yu create a new request ( Fulfillment > Create New ) based n a HP Service Manager (9.41) Page 22 f 99

23 Fulfillment wrkflws and user tasks Phase User Actins Optins 2. Prvide a descriptin f the request in the Descriptin field. 3. Click the Fill buttn fr r t select the requester. Nte: The assignment grup is pre-filled by the ut-f-bx assignment rule autmatically. 4. Select a value in the Impact field. 5. Select a value in the Urgency field. 6. Select an expected date t finish the request. 7. If necessary, set ther fields fr this request, and then click Save. 8. Select an expected date t finish the request n behalf f the requester if the request is nt created frm a service catalg request, and then click Save. categry r request mdel that uses the "Order" wrkflw. Yu can create a request by selecting a categry r a request mdel, depending n the "Select n Open" setting in Fulfillment > Administratin > Settings. Tip: If yu are creating a new request based n request mdels, yu can use the search functin n the frm t quickly lcate the request mdel that yu want t use. Nte: If yu use the "Order" request mdel, a purchase task is autmatically created as defined in the task plan. Nte: If the user has selected the delivery target when rdering the service item r bundle, the expected finish date is autmatically filled by the system. 9. Finish the purchase task assciated with the request. Clsure 1. Click the Clse buttn. 2. Enter r change the subcategry fr the request. 3. Select the apprpriate clsure cde. HP Service Manager (9.41) Page 23 f 99

24 Fulfillment wrkflws and user tasks Phase User Actins Optins 4. Enter the clsure cmments. 5. Click Finish. Tip: T check the activity lg fr a request recrd, g t the Activities sectin f the recrd. The Activities sectin enables yu t enter new updates r view jurnal updates and lgged activities (such as "Open" and "Update") fr a recrd. Fr mre infrmatin, see "Activities sectin" n page 1. HP Service Manager (9.41) Page 24 f 99

25 Create a new request recrd Security Rles: er, Crdinatr After a service catalg request is apprved, the fulfillment recrds (change r request) are created accrding t cnnectr definitins linked t the rdered items r bundles. If the cnnectr defined in the rdered items r bundles is "Open New," a request recrd will be created autmatically and linked t the Service Desk interactin recrd. Hwever, yu may need t create a new request recrd, which is nt autmatically created thrugh service catalg r frm an existing recrd such as an interactin. Depending n hw yur administratr has cnfigured the glbal settings (the "Select n Open" setting in Fulfillment > Administratin > Settings), yu pen a new request either by selecting a request mdel r by selecting a request categry. By default, yu pen a new request recrd by selecting a request mdel. T create a new request recrd directly frm the Fulfillment mdule, fllw these steps: 1. D ne f the fllwing: Click Fulfillment > Create New in the System Navigatr. Frm the T D Queue, select in the Queue field, and click New. Nte: If yur hme page is nt the T D Queue, click Miscellaneus > My Preferences t change yur hme page t T D Queue, and then lg ff and lg back in. 2. If a list f request mdels (which are gruped by request categry and subcategry) is displayed, drill dwn the request categries t select a request mdel fr the new request recrd. If a list f request categries is displayed, select a request categry fr the new request recrd. Tip: If yu are creating a new request based n request mdels, yu can use the search functin n the frm t quickly lcate the request mdel that yu want t use. Service Manager displays a new frm, autmatically assigns a request ID, and ppulates the fields that are defined in the request mdel r based n the request categry that yu selected. 3. If yu are creating the request fr smene ther than yurself, change ed Fr t the recipient. HP Service Manager (9.41) Page 25 f 99

26 Fulfillment wrkflws and user tasks 4. Cmplete the fllwing mandatry fields: Title Descriptin r Assignment Grup Impact Urgency 5. Cmplete the frm with any required r additinal infrmatin such as Affected CI and Affected Service, and then click Save. A new request recrd is nw created. Service Manager autmatically ppulates the Pririty field with a value that is calculated based n the Impact and Urgency values yu selected. 6. Select an expected date t finish the request n behalf f the requester if the request is nt created frm a user interactin. Nte: If the user has selected the delivery target when rdering the service, the expected finish date will be autmatically filled by the system. 7. Click Save. Nte: Yu can add parts and labr csts tracking t an incident, prblem, change, r request r t any assciated task f a recrd. T d this, navigate t the Cst tab, specify the currency, and then specify the date, part number, and quantity fr any parts used. Alternatively, specify the date, technician name (used t derive the rate frm the peratr recrd), and hurs wrked fr any labr. Service Manager will autmatically calculate and rll up csts frm any sub tasks int the Ttal cst field n the Csts tab. Create a new request frm a user interactin Security Rle: Service Desk Agent HP Service Manager (9.41) Page 26 f 99

27 Fulfillment wrkflws and user tasks As a Service Desk Agent, yu can trigger an interactin that is in the request fr administratin, "request fr infrmatin," r "service request" categry t a request. T a new request frm a user interactin, fllw these steps: 1. Click Service Desk > Create Streamlined Interactin. The New Interactin frm is displayed. 2. Specify the Cntact fr the interactin. Nte: If yu use the Fill functin t replace the infrmatin in a field that already has data, clear the field befre yu click Fill. If the field cntains data, the Fill functin cannt perate. 3. In the Service Recipient field, select the service recipient. 4. In the Ntify By field, select the user's preferred ntificatin methd. 5. Type a descriptin fr the interactin. 6. In the Categry field, select request fr administratin, request fr infrmatin, r service request. 7. In the Affected Service field, select the affected service. 8. Click the Cntinue buttn. The New frm is displayed. 9. Enter necessary infrmatin t create the new request. Create a request by cpying an existing request recrd Security Rles: r, Crdinatr Yu can create a new request by cpying an existing request recrd. The new request will start frm the first phase in request fulfillment wrkflw. The task plan defined in the riginal request recrd is als cpied t the new request recrd. This "Cpy Recrd" actin is available in all request phases. Users wh have the New right in the area can run this actin. T create a request by cpying an existing recrd, fllw these steps: 1. Click Fulfillment > Search s, enter yur search criteria, and then click Search. 2. Open the request recrd frm which yu want t create a new request. HP Service Manager (9.41) Page 27 f 99

28 Fulfillment wrkflws and user tasks 3. Click Mre, and then click Cpy recrd. A new request frm pens with the infrmatin cpied frm the previus request recrd. 4. Mdify the new request recrd as needed, and then click Save. Update a request recrd Security Rles: Crdinatr, Analyst After a request recrd is created, yu may need t update that recrd t add r crrect sme infrmatin, change the status f the request, mve a request t the next phase, r send sme updates t the custmer. T update a request recrd, fllw these steps: 1. In the System Navigatr, click Fulfillment > Queue r Search s. 2. Lcate the request recrd that yu want t update, and then duble-click the recrd t pen it. 3. Mdify the applicable fields such as status in the request frm. 4. On the Activities tab, d the fllwing: a. In the New Update Type field, select an apprpriate type. b. In the New Update field, type a descriptin f yur update. c. Select the Visible t Custmer check bx if yu want t make this update visible t the end user. 5. Click Save. The request recrd is nw updated. 6. If needed, click the apprpriate buttn t mve the request recrd the next r previus phase. Nte: Yu can add parts and labr csts tracking t an incident, prblem, change, r request r t any assciated task f a recrd. T d this, navigate t the Cst tab, specify the currency, and then specify the date, part number, and quantity fr any parts used. Alternatively, specify the date, technician name (used t derive the rate frm the peratr recrd), and hurs wrked fr any labr. Service Manager will autmatically calculate and rll up csts frm any sub tasks int the Ttal cst field n the Csts tab. HP Service Manager (9.41) Page 28 f 99

29 Fulfillment wrkflws and user tasks Suspend a request Security Rles: Crdinatr, Analyst If yu temprarily cannt prcess the request, yu can suspend the request when it is in the Fulfillment phase. Yu need t specify when t reactivate the request and the justificatin fr request suspensin. When reactivated time is reached, the request is autmatically unsuspended and the status is changed back t In Prgress. If yu manually change the status back t In Prgress befre the reactivated time is reached, yu need t prvide a justificatin in the unsuspensin wizard. T suspend a request, fllw these steps: 1. In the System Navigatr, click Fulfillment > Queue r Search s. 2. Lcate the request recrd that yu want t suspend, and then duble-click the recrd t pen it. Nte: Yu can nly suspend requests that are in the Fulfillment phase. 3. In the Status field, select Suspended, and then click Save. The Suspend wizard is displayed. 4. Select the reactivated time. 5. Enter the justificatin fr suspending this request. 6. Click Finish. The request is nw suspended. Apprve r deny a request Security Rles: Apprver Yu can apprve r deny a request that is pending apprval nly if yu are a member f the necessary apprval grup and yu are assigned the apprpriate Fulfillment security right. These actins are available in all phases except Clsure. Users wh have the Can Apprve right in the area are authrized t run these actins. T apprve r deny a request in the apprval inbx, fllw these steps: HP Service Manager (9.41) Page 29 f 99

30 Fulfillment wrkflws and user tasks 1. Lg n t Service Manager as the request apprver. 2. Click Apprval Inbx. s awaiting yur apprval are displayed. 3. Select the request that yu want t apprve, and click View. 4. Review the details f the request recrd. 5. After yu finish yur review, click Cancel. 6. Select the request that yu want t prcess, and then apprve r deny it accrding t yur review result: T apprve the request, click Apprve. The request mves t the next phase. T reject the request, click Deny, enter a rejectin reasn and additinal cmments, and then click OK. The request returns t the previus phase. Frm the request recrd, yu can als apprve r deny the request. In additin, yu can retract a previus apprval r denial actin frm the request recrd. T d s, fllw these steps: 1. In the System Navigatr, click Fulfillment > Queue r Search s. 2. Lcate the request recrd n which yu want t perfrm the apprval actins, and then dubleclick the recrd t pen it. 3. Open the Apprvals sectin, and then g t the Current Apprvals subsectin. The Current Apprvals frm lists the apprval type and apprval status. 4. Click an apprval type t learn which apprval grup is assigned this apprval type. When a request requires mre than ne apprval, the apprvals must ccur in the rder listed in the Sequence clumn. 5. Review the request infrmatin and determine hw yu will prcess the apprval request. 6. T apprve a request, click Apprve. HP Service Manager changes the apprval status t apprved. 7. T deny a request, click Deny. Type the reasn yu are denying the request, and then click OK. Service Manager changes the apprval status t denied, and n further apprvals are pssible HP Service Manager (9.41) Page 30 f 99

31 Fulfillment wrkflws and user tasks until the denial is retracted. 8. T retract a previus apprval r denial actin, click Retract. Type the reasn yu are retracting the request, and then click OK. Service Manager changes the apprval status t pending, and the request requires a new apprval cycle t prgress. Escalate a request Security Rles: Crdinatr, Analyst After the Lgging phase, yu can perfrm hierarchical escalatin in a request recrd. After the request is flagged as "Escalated," the system ntifies the specified escalatin manager. T escalate a request, fllw these steps: 1. In the System Navigatr, click Fulfillment > Queue r Search s. 2. Lcate the request recrd that yu want t escalate, and then duble-click the recrd t pen it. 3. Select the Escalated check bx. The Manager field is displayed. Nte: The Escalated check bx is nt available in the Lgging phase. 4. Fill in the Manager field. 5. Click Save. The request is nw escalated and the request manager will receive a ntificatin. Create a request template Security Rle: Manager Templates enable users t quickly cmplete request recrds by autmatically ppulating varius fields with necessary infrmatin. Yu can create as many templates as yu need while authrizing select user rles fr each template. The users authrized t use a particular template will then be able t apply that template when cmpleting a request. Yu can create a request template either frm the system navigatr menu (Tailring > Templates) r directly frm an existing request recrd. T create a template frm the system navigatr menu, fllw these steps: HP Service Manager (9.41) Page 31 f 99

32 Fulfillment wrkflws and user tasks 1. Click Tailring > Templates. 2. Click New. 3. Type a name in the Template name field. 4. Select in the Table name field, and then click Next. 5. Click Fill fr each rle that yu are authrizing t use this template. 6. Mdify the fields as required t meet the needs f yur template by clicking the field t assign a value. 7. Click Add. The rles that are authrized fr this template can nw use r mdify this template. T create a template frm an existing request recrd, fllw these steps: 1. Click Fulfillment > Search s, and then search fr the recrd that yu want t create a template frm. 2. Frm the request recrd, click Mre r the Mre Actins icn, and then select Create Template frm Recrd. Nte: T use this actin, yu must have the Mdify Template right in the area. 3. Edit the name in the Template name field. 4. Mdify the fields as required t meet the needs f yur template by clicking the field t assign a value. 5. Click Add. The rles that are authrized fr this template can nw use r mdify this template. Apply a request template Security Rles: r Templates enable yu t quickly cmplete a request recrd by autmatically ppulating fields with the applicable infrmatin. Yu can apply a template when cmpleting a request if yu are authrized t use that particular template. Nte: Make sure that the Supprts Templates ptin is enabled in the request bject. HP Service Manager (9.41) Page 32 f 99

33 Fulfillment wrkflws and user tasks T apply a template t a request, fllw these steps: 1. Click Fulfillment > Search s, enter yur search criteria, and then click Search. 2. Open the request recrd t which yu want t apply a template. 3. Click Apply Template. The Select Template wizard pens. Nte: The Apply Template actin is available in all request phases except "Clsure". T run this actin, yu must have the Update r "New" right in the area. Hwever, if yu just have the New right, yu can nly run this actin when in the Lgging phase. 4. Click the template that yu want t apply t the selected request. Yu are returned t the selected request recrd and the fields are autmatically filled in with the values set in the template. Tip: Users authrized t use this template can als mdify the template t meet their needs. 5. Mdify ther fields, as needed. 6. Click Save & Exit. Apply a request mdel t an existing request recrd Security Rles: Crdinatr, Manager A request mdel is designed t handle a particular categry f service request. Specific agreed tasks are defined in the request mdel t fulfill the service request f this categry. Yu can apply a request mdel t an existing request recrd that des nt have a request mdel applied r yu can apply a request mdel t replace the previus request mdel. In the ut-f-bx setting, the Apply Mdel ptin is nly available fr the request recrds in the "Lgging" phase. Users wh have the Update right in the area and the Expert right in the Tasks area are authrized t d this actin. After yu apply a new request mdel t a request recrd: The field values defined in the request mdel will verwrite the values in the request recrd. All the existing tasks in the "Waiting" phase are autmatically cancelled as these tasks have nt been wrked n. Hwever, yu must manually cancel the existing tasks after the "Waiting" phase befre yu can apply a new request mdel. HP Service Manager (9.41) Page 33 f 99

34 Fulfillment wrkflws and user tasks Nte: Apply request mdel is nt supprted in the Order wrkflw. T apply a request mdel t a request recrd, fllw these steps: 1. D ne f the fllwing in the System Navigatr: a. Click Fulfillment > Search, enter yur search criteria, and then click Search. b. Click Fulfillment > Queue. 2. Open the request recrd that yu want t apply a new request mdel t. 3. Click Mre > Apply Mdel. Nte: In the ut-f-bx setting, the Apply Mdel ptin is nly available fr the request recrds in the "Lgging" phase. If the request recrd has active tasks, yu will be prmpted t cancel all the active tasks manually befre applying a request mdel. 4. Select the request mdel that yu want t use frm the list. 5. Click Yes t apply the request mdel. The selected request mdel is applied t the request recrd. Update multiple request recrds Security Rle: Crdinatr Yu can use the mass update feature t update ne r mre values in multiple request recrds. When yu perfrm a mass update, the value that yu enter fr a particular field becmes the value fr that field in all the recrds that yu selected. In additin, yu can use cmplex update t enter expressins as instructins t perfrm actins n multiple request recrds. T update multiple request recrds by using Mass Update, fllw these steps: HP Service Manager (9.41) Page 34 f 99

35 Fulfillment wrkflws and user tasks 1. Lcate the recrds by using ne f the fllwing methds: Click Fulfillment > Queue t display a list f recrds. Click Fulfillment > Search s, and then search fr the recrds. 2. Select the recrds that yu want t update. 3. Click Mass Update. 4. Click the field that yu want t update. 5. Type the value fr the field r use the Find feature t display a list f ptential values fr the field, and then click Next. 6. Repeat steps 4 and 5 fr additinal fields as needed. 7. Click Execute. T update multiple request recrds by using Cmplex Update, fllw these steps: 1. Lcate the recrds by using ne f the fllwing methds: Click Fulfillment > Queue t display a list f recrds. Click Fulfillment > Search s, and then search fr the recrds. 2. Select the recrds that yu want t update. 3. Click Mass Update. 4. Click Cmplex Update. 5. Fllw the instructins in the cmplex update frm and type the expressins. 6. Click Execute. Apprve multiple request recrds Security Rle: Apprver Yu can apprve multiple requests by using mass apprval. HP Service Manager (9.41) Page 35 f 99

36 Fulfillment wrkflws and user tasks When yu select the Mass Apprve ptin, all the requests n the list that are waiting fr yur apprval are immediately apprved. This actin is available fr users wh have the Expert right in the area. T apprve multiple request recrds, fllw these steps: 1. Lcate the recrds by using ne f the fllwing methds: Click Fulfillment > Queue t display a list f recrds. Click Fulfillment > Search s, and then search fr the recrds. 2. Select the recrds that yu want t apprve. 3. Click Mass Apprve. Link a request t anther recrd Security Rle: Crdinatr In the Related Recrds sectin f a request recrd, yu can view the current related recrds, assciate an existing incident, change, r request recrd with the current request recrd, r pen a new incident, change, r request recrd that is autmatically related t the current request recrd. Nte: This is nt supprted in the recrds that use the Order wrkflw. T link a request t anther recrd, fllw these steps: 1. D ne f the fllwing in the System Navigatr: a. Click Fulfillment > Search s, enter yur search criteria, and then click Search. b. Click Fulfillment > Queue. 2. Open the request recrd that yu want t link t anther recrd, and then g t the Related Recrds sectin. 3. If yu want t link the request t an existing recrd, fllw these steps: HP Service Manager (9.41) Page 36 f 99

37 Fulfillment wrkflws and user tasks a. Select ne f the fllwing link types: Caused By Changes Caused Changes Related Incidents Related s b. Click the Link Existing Recrd buttn. c. Specify the recrd number r click Search t search fr the existing recrd. d. Click OK. The system ppulates the Related Recrds sectin with infrmatin abut the related recrd. Tip: Yu can als link a change r incident recrd t existing request recrds frm the Related Recrds sectin in the change r incident recrd. 4. If yu want t link the request t a new recrd that yu are abut t create, fllw these steps: a. Select ne f the fllwing link types: Caused Changes Caused By Changes Related Incidents Related s b. Click the Link New Recrd buttn. c. Enter the required infrmatin t create the new recrd. Nte: Sme fields are autmatically ppulated based n the request recrd. Fr example, if yu are creating a new request, the system cpies the values in the Title, Descriptin, Impact, and Urgency fields frm the exiting request t the new request. d. Click Save and Exit. HP Service Manager (9.41) Page 37 f 99

38 Fulfillment wrkflws and user tasks Fulfillment ppulates the Related Recrds sectin with infrmatin abut the related recrd. Tip: Similarly, frm the Related Recrds sectin f a change r incident recrd, yu can create a new request and assciate it autmatically with the change r incident recrd. Set a reminder fr a request Security Rles: r, Crdinatr Yu can set a reminder t ntify yu if an existing request recrd meets certain cnditins by a specified time. Fr example, yu may want t be reminded if a request is still pen r is nt updated by a given date. T set a reminder fr a request, fllw these steps: 1. Click Fulfillment > Search s, enter yur search criteria, and then click Search. 2. Open the request recrd fr which yu want t set a reminder. 3. Click Mre r the Mre Actins icn, and then select Set Reminder. 4. D ne f the fllwing t set the time when the reminder ccurs: Click Remind At t set a reminder fr a particular day and time. Tip: Click Fill t display a calendar where yu can select the date and time fr the reminder. Click Remind In t set the reminder t ccur at a particular interval. If yu chse this ptin, specify the time interval (in 00:00:00 frmat), and select a shift frm the Based On list. 5. In the Remind if field, select a cnditin fr the reminder t ccur: Always. (the default value) has nt been updated. HP Service Manager (9.41) Page 38 f 99

39 Fulfillment wrkflws and user tasks is still pen. is still assigned t me. 6. In the Pp-up Message area f the frm, select the type f ntificatin yu want t receive. 7. If yu select Pp-up r Page, type the reminder message in the Message field that yu want t appear in the reminder. 8. If yu select r SM Mail, fllw these steps: a. Type a title fr the mail in the Title field. b. Select the type f mail message s in the Message Type area: Click Send Recrd t include a cpy f the request recrd in the . Click Fixed Text, and then type the message yu want t appear in the Click OK. Send a ntificatin frm a request Security Rles: r, Crdinatr Yu can send a ntificatin t ne r mre recipients in a particular request phase. This "Ntify" actin is available in all request phases. Users wh have the View right in the area can run this actin. T send a ntificatin frm a request recrd, fllw these steps: 1. Click Fulfillment > Search s, enter yur search criteria, and then click Search. 2. Open the request recrd frm which yu want t send a ntificatin. 3. Click Mre r the Mre Actins icn, and then click Ntify. 4. Select the date and time t send this ntificatin. 5. Add ne r mre recipients t the T text bx, r type an assignment grup in the Grup text bx. 6. Select ne f the fllwing ntificatin methds: HP Service Manager (9.41) Page 39 f 99