Learning Series. Volume 8: Service Design and Business Processes

Transcription

1 Learning Series Volume 8: Service Design and Business Processes

2 NOTICES ServicePRO Learning Series Edition November 2014 HelpSTAR and ServicePRO are registered trademarks of Help Desk Technology International Corporation. This publication may not be reproduced, stored in a retrieval system, or transmitted in any form without the written permission of Help Desk Technology Corporation. Trademarks ServicePRO, HelpSTAR, Help Desk Technology, and the Help Desk Technology logo are registered trademarks of Help Desk Technology Corporation. Unless otherwise provided in this document, marks identified by, and SM are registered marks, trademarks, and service marks respectively of Help Desk Technology. All other trademarks are the property of their respective owners. Microsoft, Microsoft Office, Windows, Excel, Visio, Windows NT, NET are either registered trademarks or trademarks of Microsoft Corporation in the United States and/or other countries. Adobe Reader is either registered trademarks or trademarks of Adobe Corporation in the United States and/or other countries. Help Desk Technology Support For additional support information, visit us at: Call us at: , Option 3 for Technical Support i Learning Series Vol. 8 Service Design and Business Processes

3 Table of Contents Custom Object Designer... 1 Accessing Custom Object Designer... 2 About Custom Fields... 3 View Options Tab... 5 Associate Categories to a Request Type... 6 Associate Teams to a Request Type... 6 Adding Permissions to the Tab... 6 Project Template Designer and Projects...13 Accessing the Project Template Designer Manage Existing Project Templates How to Add a New Child Request to a Service Request Folders for Project Requests How to Merge Child Requests How to Rearrange the Current Project How to Split a Request from a Project Quick Request Templates...33 Accessing Quick Request Templates Recurrence Template List Items and the Ribbon Toolbar Ribbon Toolbar Template List Pane Template Details Pane Memo Templates...40 Creating New Memo Templates Editing Memo Templates Deleting Memo Templates ii Learning Series Vol. 8 Service Design and Business Processes

4 Custom Object Designer With the Custom Object Designer, you can customize ServicePRO to collect information to fulfill your company s unique processes. In ServicePRO, you manage various records for your company, such as Users, Categories, Service Requests, Assets, etc. In ServicePRO, these records are called objects. Each object within ServicePRO is essentially a unique and standard form for collecting, recording and managing information. The Custom Object Designer enables you to customize any of the objects by adding your own tabs with fields to them. Custom Fields are used to customize ServicePRO to better suit your requirements. You can add Custom Fields to any ServicePRO object: Service Requests Purchase Requests Purchase Orders Users Organizational Units Companies Categories Assets Queues Products Best Solutions 1 Learning Series Vol. 8 Service Design and Business Processes

5 Accessing Custom Object Designer To access the Custom Object Designer: From the Workbench, select the Setup/Administration icon. Figure 1. Workbench Setup/Administration icon Select the Design tab. Select Custom Object Designer. The Object Designer window opens. Figure 2. Custom Object Designer from the Design Menu 2 Learning Series Vol. 8 Service Design and Business Processes

6 About Custom Fields The Custom Object Designer role is required to add and modify custom fields. There are no limits to the number of custom fields that can be added to ServicePRO, but to avoid performance problems and possible issues while editing or saving custom object fields, the following are guidelines for the maximum values supported by Custom Object Designer. Maximum 100 custom fields per Tab Optimally, should NOT exceed 300 fields in all tabs per Custom Object Maximum 20 Tabs 300 fields can be distributed in these 20 Tabs NOTE: We recommend adding only 300 fields per tab in order to maximize performance. After more than 300 fields are added on one tab, performance may become sluggish. Every ServicePRO object has a default type, called Generic, that includes predefined ServicePRO fields. There are three main considerations when planning custom fields: Define the new type for the object to which you are adding the fields. Create a tab that will contain the custom fields and add the fields. By default, your first tab on an object will be created for you. Define the Roles required to view or enter information into the fields. NOTE: Plan custom fields carefully. We strongly recommended that you run a complete backup of your ServicePRO database before adding custom fields. Adding Custom Fields Add the new object type. Add the tab where the fields will appear. Add the fields to the tab. 3 Learning Series Vol. 8 Service Design and Business Processes

7 Adding the Object Type and Tab for a Service Request To add a new service request type, highlight the Service Request object in the Predefined Object tree. Then, click on the Add icon on the Update tab, Object Type group. You can also click on the Service Request option on the dropdown menu under the Add icon. Figure 3. Add icon dropdown list. Under the Predefined Objects pane, the new object is added to the list under a generic name. To give it a new name, select the Rename Object option under the Object Type group of the Ribbon toolbar. The default name for the new type is New [Object Name]. Figure 4. New User is added to the Objects list. By default, the first tab in your object will be created for you. In the Properties pane of this tab, enter a name. Figure 5. A New Tab for the newly created Object. 4 Learning Series Vol. 8 Service Design and Business Processes

8 View Options Tab Next to the Update tab is the View Options Tab. This will allow you to change the view of the Object Designer interface. Alignment When you select more than one Field on the grid with your mouse, and click on an Alignment icon, you position the Fields so that they correspond on the grid. Distribution You select a Field and click on a Distribution icon to position the Field pixel by pixel to its place on the grid. Figure 6. View Tab Ribbon Toolbar options 5 Learning Series Vol. 8 Service Design and Business Processes

9 Associate Categories to a Request Type When a Service Request type is created, you can specify which categories will be available when it is used. Associate Teams to a Request Type Service Request types can be associated with only specific teams. Only users within those teams will have the ability to log, update or view these types of requests. Adding Permissions to the Tab Setting permissions for tabs are based on user privileges. By selecting or de-selecting a user privilege, you can specify who can access a custom field. 1. Click on the Grant Access button in the Ribbon Toolbar under the Tab workgroup. 2. In the Update column on the Permissions tab, assign the user privileges required to update the data on the related tab. 3. In the View column on the Permissions tab, assign the user privileges required to view the data on the related tab. NOTE: When you select a particular privilege under the Update column, it is automatically selected and grayed out under the View column because users who can update a field must be able to view it. Add a Field to the Tab 1. From the Input Fields pane in the left panel, drag and drop a field type to be added. You can also doubleclick an Input Field to be added to your tab. 2. When a field is in focus, the Properties pane will reflect your new Custom Field. 3. Enter the new field s name in the Name field. 4. You can use the Description field to explain the field s purpose. This can be of value to other reps that look at the field in the future and need to understand why it was created. 5. Depending on the type selected, you have various options for field size and defaults. The table below provides more information about definitions and field options. 6 Learning Series Vol. 8 Service Design and Business Processes

10 Table 1. Field Types, Definitions, and Options. Text Date Checkbox Dropdown Hyperlink Radio Button Masked Entry Type Definition Options A combination of numbers and text up to a maximum of 255 characters. Day, Month, Year. Note that this data type prompts a calendar to select a date from. Checkbox that helps for a single response of either checked or unchecked. A combination of options that are specified for your requirements A URL that a user can launch when updating or viewing an object s details. Allows for multiple selection of an options list Allows you to create a field with a specific format Single or multi-lined specify if the field should populate a single line or multiple lines. Size maximum number of characters Default available, but not typically applicable to this field type. Default the date the field was created or the current day s date; applies to new records only. Default select Checked = True to have the field selected by default for new records. Specify a series of text or numeric values that can be selected in a dropdown list Size maximum number of characters. Default a URL that is entered by default during data entry. Can add multiple radio button entries as required by form Examples include IP addresses, phone numbers Function Several formula fields for use Addition, multiplication and averages Lookup Box Numeric Numeric with Decimal Date & Time Create a find object field based on your existing ServicePRO object tables Integer, a numeric value with no decimal. Can be used with ServicePRO user, category, Organizational Unit, etc. Default available, but not typically applicable to this field type. A number with a decimal. Size maximum number of characters. Precision maximum number of digits to the right of the decimal point. Default available, but not typically applicable to this field type. Date and Time. Note that this Default the date the field was created or data type invokes a calendar that the current day s date; applies to new you can use to select a date. records only. Click on the Required checkbox to make the field mandatory. Users will not be able to save a request or changes to an object if this field is not populated with a value. ServicePRO will ask that a value that can be entered as a placeholder for empty records. Click on the Validation checkbox to set rules for the type of data allowed in the field. When you select this option, the Validation Rule tab appears. Click on the Index checkbox to index this field for faster searching. This feature should only be selected for fields that are frequently accessed in ServicePRO searches, queries, and reports. 7 Learning Series Vol. 8 Service Design and Business Processes

11 The Trace checkbox (not shown below) is available only for service request custom fields. Click on this checkbox to have a trace memo created when the related field is changed. The trace memo stores the old and new values. The figure below shows example custom field properties. Before saving the custom field, follow the next procedure to define the user privileges required for entering and viewing data in this field. Adding Permissions to the Field Setting permissions for custom fields are based on user privileges. By selecting or de-selecting a user privilege, you can specify who can access a custom field. Select a field in the design area of your tab. In the Modify Field task group in the Ribbon Toolbar, click on the Grant Access option to assign the user privileges required to update the data in the related custom field. Figure 7. The Modify Field Task Group Grant Access is highlighted. In the View column on the Permissions window, assign the user privileges required to view the data in the related custom field. Figure 8. Custom Field Permissions. 8 Learning Series Vol. 8 Service Design and Business Processes

12 NOTE: When you select a particular privilege under the Update column, it is automatically selected and grayed out under the View column because users who can update a field must be able to view it. Validation Rules If you checked the Validation checkbox when adding a custom field, follow this procedure to define conditions that must be satisfied for data entered in the field. Multiple validation rules can be added. Move to the Validation Rule tab for the custom field. From the Match field, select the basis for the rule: a. Contains Data entered into the field must contain a specific value. b. Does not contain Data entered into the field cannot contain a specific value. c. Starts with Data entered into the field must start with a specific value. d. Ends with Data entered into the field must end with a specific value. In the Value field, enter the required value. Click Add to add the rule. If this custom field requires multiple rules, repeat steps 2 and 3 to add the next rule. Before clicking Add, choose a selection type: a. Or The default value. If you choose this operator, the data in the custom field can match any one of the specified rules to be considered acceptable. b. And If you choose this operator, the data in the custom field must match all of the specified rules to be considered acceptable. Click Add to add the second rule. Removing Validation Rules To remove a rule, highlight the rule you want to remove from the list then click Remove and save custom type. Dropdown Values A dropdown value is a custom field type that provides a list of values that a user can select from in the form of a dropdown list. To create a static dropdown list, complete the following process: Select Dropdown option from the Input Fields pane and drag to your tab. Enter a Name for the list in the Properties pane. Specify the Type of field you want to create. Once your type is created, you will be prompted to enter your selections. In the Data field, enter a value. Click Add. Repeat steps 4 and 5 until all values are added for the new field. Click OK to save the values. 9 Learning Series Vol. 8 Service Design and Business Processes

13 Other Button Functions Remove Highlight a value and click Remove to delete it. Set as Default Sets the default value for the list. Rename Highlight a value and click Rename to rename it. The value is removed from the list and appears in the Value field. Enter the new name then click Add to add it to the list. Move Up, Move Down Highlight a value then click the Move Up or Move Down button to reposition the value in the list. Lookup Values A lookup value is a custom field type that provides a list of values that a user can select from in the form of a dropdown list or find window. These lookup values are primarily in the created from ServicePRO Database, which provides a list of existing values in ServicePRO. To create a lookup list from existing ServicePRO values, complete the following process: Select LookupBox option from the Input Fields pane and drag to your tab. Select the ServicePRO Object Type this lookup field will be searching. Enter a Name for the field and a Description. Saving and Updating Custom Fields 1. Click Save to save a new custom field. Repeat the procedures above to add custom fields to the tab. 2. When you have added all custom fields, click Save to update all corresponding ServicePRO object forms with the new fields. Changing and Deleting Tabs and Custom Fields To modify, copy, or delete tabs you can either: Use the toolbar features to complete the task needed Custom fields can be modified by clicking on the field you want to update then clicking on the appropriate icon (Properties, or Delete) from the Modify Field task group. Referencing an Existing Field Use this function to have custom fields derive values from an existing ServicePRO field. For example, you could add a custom field that displays the requester s Organizational Unit, as described below: 1. From the Reference Fields pane, select an object and drag to your tab. 2. You will be prompted to select a specific object type. 3. Update the properties for this field in the Properties pane. 4. Save and update the custom field. NOTE: Reference fields can only be used to display data and cannot be updated. 10 Learning Series Vol. 8 Service Design and Business Processes

14 Notes on Specific Types of Custom Fields Custom Fields for Assets Custom fields can be created for assets in the same manner as other ServicePRO objects. ServicePRO includes three predefined asset types. You can add custom asset types as needed. You can add asset types to ServicePRO without creating custom fields for them. An asset type is added to a dropdown list of available types when creating or updating an asset. The Asset Type field can filter assets when you search for them. ServicePRO also generates two reports that group assets by asset type. Custom Fields for Products Custom fields can be created for products in the same manner as other ServicePRO objects. ServicePRO includes three predefined product types: Generic Product, Hardware, and Software. When a product is received via the purchase order process, it can be allocated to the requester for whom it was ordered. For the allocation to occur automatically the product must be designated as a "Managed Asset" the default. You can define a product as Consumable. These products (for example, expendable items such as printer cartridges and paper) will not be allocated when they are received. Asset administrators can select this product type when creating products that they do not want to allocate when their orders are received. The Consumable Asset allocation, shown below, is available when you add a new product type in the Custom fields window. Figure 9. New Product Type. You can add product types to ServicePRO without having to create custom fields for them. These types are added to the list of product types that ship with ServicePRO, available when you add/update a product. 11 Learning Series Vol. 8 Service Design and Business Processes

15 Custom Fields for Companies Custom fields can be created for companies in the same manner as other ServicePRO objects. Three default company types (Default, Manufacturer, and Vendor) are predefined in ServicePRO. You can define additional types and any company can be assigned multiple Company Types. If you define other company types, an Other drop-down list appears in line with the Manufacturer and Vendor checkboxes for Company Type as shown below. If you do not define other company types, the Other drop-down list does not appear. Figure 10. Company Type Other dropdown list. Company types can be added to ServicePRO without creating custom fields for them. Companies can be sorted by Company Type when searching. 12 Learning Series Vol. 8 Service Design and Business Processes

16 Project Template Designer and Projects In a service desk environment, there are many scenarios where several tasks are related to the completion of others. ServicePRO offers the ability to link these tasks together in a parent-child relationship. The ServicePRO Project Template Designer creates a group of service requests and purchase requests to manage multi-task activities, such as Employee Onboarding project. Project templates ensure that tasks are automatically generated, prioritized and routed to the relevant queue or Rep. Accessing the Project Template Designer From the ServicePRO Workbench, select the Setup/Administration tile. From the Setup/Administration window, click on the Design tab, then select Project Templates. The Project Templates window will open. From the Ribbon Toolbar, click on the New Project Templates icon. The Template Designer window shown below opens. Figure 11. Creating New Project Templates. The three areas in this window need to be completed: a. Template Properties, b. General Information, and c. Memo. 13 Learning Series Vol. 8 Service Design and Business Processes

17 This will make up the first request in the Project Template known as the Parent Request. All subsequent tasks to be completed within this project will have their own requests knows as child requests. Child requests inherit their properties from the parent unless otherwise specified during creation. In the Name field, enter a name for the project. Enter the Objective for the project. The Status radio buttons determines if project template will be available for use by Support Rep. Select Published to make the project available for selection from Workbench or under the new task group on the Service Request ribbon menu. Under Request Details Most request properties can be pre-populated in the General Information, Importance, Schedule and Workflow sections. The example above maintains most default values, but has the following specific values: Request Title Summarize the nature of the request. Category Tracks the category for the request; usually for reporting purposes. Folder Place in a queue folder that pertains to new employees. If applicable, in the Memo field, enter a standard memo that will be part of the template. Adding a Folder to the Project Child requests can be grouped into folders for easier viewing and organization of tasks and best utilized when creating a complex project. It is completely optional. Figure 12. Project with Folders and Child Tasks. 1. From the Ribbon Toolbar in the Template Designer, go to the Folders group and click on Add to add a folder. 14 Learning Series Vol. 8 Service Design and Business Processes

18 2. Enter a name for the folder. 3. Add a Child Request to the Folder 4. From the New Project Template Designer, click on the folder in the Project Tree where the Child Request is to be added. 5. In the Child Tasks Group, click on the New Service Request icon. A Service Request form is opened and the Request appears in the Project Tree. 6. In the Task Properties work area, click on the Instantly radio button so that the child request is to be created immediately; otherwise, click the After Event radio button. 7. Enter a title for the task. By default this will be the Request Title for the request. 8. By default, the child request inherits its properties from the parent. Applicable fields can be changed to suit requirements. 9. Continue adding folders and child requests until the project is complete. 15 Learning Series Vol. 8 Service Design and Business Processes

19 Adding a Purchase Request Task It may be necessary to include a Purchase Request in a Project Template. To do so: 1. Highlight the folder or task to which you want to add the purchase request. Figure 13. Highlighted Project Request folder. 2. In the Child Task group, click on the New Purchase Request icon. A Purchase Request form opens and the Request appears in the Project Tree. 3. The form is mostly similar to the standard New Service Requests window. However, there is an additional option to add Items in the right corner above the memo field. Select the Items icon to open the alternate Purchasing menu. Figure 14. Items icon above the Memo field. 4. Memo The Memo area switches to a Line Items grid, where you can add Products for purchase. The columns in the grid are, as follows: Product Select a Product to add to the list. Vendor Select a Vendor for the Product. Qty Enter quantity of product to be purchased. Urgency State urgency of the order. Memo Write a text memo to describe the Product. Allocation Indicate the recipient of the items being purchased. Figure 15. The Items Line Items grid. 16 Learning Series Vol. 8 Service Design and Business Processes

20 Create After Event When the After Event radio button is selected in the Task Properties work area, a CAE Condition(s) window will open. This will allow you to specify event conditions for the creation of a child request, which will be created only after a specified event occurs. When adding or updating a child task, click on the After Event hyperlink in the Request Properties work area. Figure 16. Create Task After Window. The CAE Condition(s) window shown below opens. Figure 17. Create Task After Window. The left pane lists the tasks/requests in the project. 17 Learning Series Vol. 8 Service Design and Business Processes

21 When creating a child task you can configure a task so that the child task cannot begin until one or more specific events take place. For example, in our New Employee example, we have created a task called Setup Laptop. The task Install Office cannot begin until the Laptop has been set up. The Install Office task will initiate once the conditions are fulfilled in this case, setting the Machine Type required Equal to Laptop. To do this, for the selected task, specify criteria to apply to that event. Figure 18. Selection Criteria Window. Enter criteria in this window by selecting options from the dropdown lists under Criteria. Add additional criteria using the Add button if necessary. Click OK to save the criteria. 18 Learning Series Vol. 8 Service Design and Business Processes

22 Template Designer Notification Tab From the Notification tab, requests in a project template can be set to generate alerts or send text messages, , and reminders. Figure 19. Project Template Designer Window Notification tab When you configure a notification, it will be saved as a template for other projects or business rules. If templates have been previously created, they can be selected from the Existing tab in the window. Alerts Enter a Name for the alert template. To select the alert recipients, highlight an item and click on the Assign button, or double-click on an item in the Select from field, which will move that item to the Alerts will be generated for field. Click on the Save icon in the Toolbar to save changes. and Text Messaging Enter a Name for the text message or template. Select the To and CC recipients using one of these two methods: Click on the To or CC button to select specific users. Click in the To or CC field to set the cursor in the target field then double-click on a To/CC Variable. Using variables helps send or text messages to all administrators, all Dispatchers, or other ServicePRO users. Enter a Subject for the message. Click on the Add Trace Memo checkbox to have the system log a memo in the request indicating that a text or message was sent. Enter the message in the Body text field. Double-click variables to use them in the message. 19 Learning Series Vol. 8 Service Design and Business Processes

23 Reminder Configuring a reminder is very similar to configuring text and messages except that no CC and Subject lines are used, and you must use the Schedule Type field to set a specific interval or time. From the Schedule Type drop-down, you can set: Interval (for example, 0 days, 2 hours, 0 minutes), Interval and Time (for example, 2 days after run date at 9:30 AM) Date and Time (for example, 06/30/2004 at 9:30 AM). Recurrence If this project request should be launched on a scheduled interval, select the Recurrence option to schedule the automatic creation of this project. The Schedule Task window will appear as shown below: Figure 20. Request Recurrent Scheduler 1. Select the occurrence of the project by selecting the daily, weekly or monthly radio button. 2. Set the frequency of this project to occur once at a specified time or at a timed interval. 3. Specify a date range for which this project should be launched. 4. If these settings have been previously configured and need to be removed, click on the Remove button to delete the recurrence configuration. 20 Learning Series Vol. 8 Service Design and Business Processes

24 Manage Existing Project Templates To update and manage existing project templates to keep them current. Select a Template from the Template List in the left pane. Figure 21. Updating Projects. Use the toolbar icons to perform the following tasks: Create Project Request Create a project request from the selected template. New Create a new project template Edit Edit the highlighted project template Change Status Change the status of a project Published, In Draft, or Deactivate New (Folder) Create a new folder in the Template List 21 Learning Series Vol. 8 Service Design and Business Processes

25 How to Add a New Child Request to a Service Request A Project comprised of child tasks which need to be fulfilled in order for the project to be completed as a whole. To add a Child Request to an existing Service Request: Select a Service Request. Click on the Project icon of a service request. Select New Child Request from the drop-down. Figure 22. Project Tab Options A request will be launched in update mode. Click on the Save icon when the request is completed. A prompt will appear confirming the request has been logged. Figure 23. Logged Request Confirmation When viewing this request, a project structure will appear in the left Project pane as shown below: Figure 24. Parent-Child Service Requests added. 22 Learning Series Vol. 8 Service Design and Business Processes

26 Child Requests: Inherited and In Sync When Creating or Editing a Project Template, and adding a Child Request, fields such as Requester, Category or Folder Dispatch can be set as either Inherited or In Sync with the parent request s fields. The choice is also shown on the Template Details pane of the Project Template List. Inherited Inherit the parent request s field properties; the field can be changed independently from the parent request. In Sync Keep the child request s field selection in sync with the parent request s fields. This means when the Parents field properties are changed, the same field will change accordingly for the Child Request. Figure 25. Project Template List s Template Details Pane outlines how a Child Request s fields are handled. Figure 26. Choose between Inheriting and Synchronizing categories from the Parent Request. 23 Learning Series Vol. 8 Service Design and Business Processes

27 Folders for Project Requests Folders can be added to Projects to organize Child Tasks into groups. To add a folder to a Service Request: Select a Service Request from a listing, or update it. Click on the Project icon from the Ribbon Toolbar. Select Add Folder from the drop-down. Figure 27. Add a Folder from the Ribbon Toolbar s Project dropdown. A name entry form will appear, prompting you to type the Folder s name. Type the name and hit OK. Figure 28. Service Request Folder name entry The new Folder will be visually displayed in the Project pane, indicating you have added it. Figure 29. New Folder added to a Project Request. 24 Learning Series Vol. 8 Service Design and Business Processes

28 When a Folder is selected, you can add New Child Requests or Folders to it. Figure 30. Options that can be added to Project Request Folders. 25 Learning Series Vol. 8 Service Design and Business Processes

29 How to Merge Child Requests At some point, you might discover that two logged requests are related. For example, an incident could have been reported that had been caused by another problem. In ServicePRO, you can merge a child request to a parent request at any time by completing the following process: 1. Click on the Project icon on a request. 2. Select Merge from the drop-down. Figure 31. Merging Two Requests/Projects. 3. The Merge window prompt will appear. This window allows you to filter requests by the following options: Requester Requester Company Requester Organizational Unit Advanced Find Request Number Use Advanced Find for additional criteria. 26 Learning Series Vol. 8 Service Design and Business Processes

30 Figure 32. Find Request Filter. 4. When you have selected the desired filter, specify a Date Range to further refine results: Figure 33. Date Range Filter 5. A list of requests will appear by the search filter selected. Highlight and click on the request to be merged. 27 Learning Series Vol. 8 Service Design and Business Processes

31 Figure 34. Filtered Requests to Merge 6. Notice the Hierarchy Details for Request panes at the bottom of the window. The parent request will appear in the left pane. To merge a request, select and drag the child request to the parent request. Figure 35. Merge Request Window Dragging and dropping requests. 7. When the request appears as a child request of the parent request, click on the Save icon to save the parent-child relationship. 28 Learning Series Vol. 8 Service Design and Business Processes

32 Figure 36. Merged Requests 8. When the request has been merged, the tree structure of the request will appear in the left pane of the Project tab in the Request Details or Request Update window. Figure 37. Parent-Child Requests 29 Learning Series Vol. 8 Service Design and Business Processes

33 How to Rearrange the Current Project Tasks in a Project Request can be rearranged. This is useful for moving Child Tasks between different folders. Select a Service Request Click on the Project icon of a service request. Select Rearrange Current Project from the drop-down. Figure 38. Rearrange Current Project option. The Rearrange Project window opens. Select the request you wish to move, and drag it into the folder you want, as shown below. Figure 39. Rearrange Project window. 30 Learning Series Vol. 8 Service Design and Business Processes

34 Figure 40. Dragging and Dropping Set Up Benefits Request to Human Resources folder. Figure 41. Red font color reflects the Rearranged Child Task. A request that has been moved will be displayed in red font. Select the Save icon to save your changes. 31 Learning Series Vol. 8 Service Design and Business Processes

35 How to Split a Request from a Project A request can be removed from a project at any point. To do so, perform the following: From the Project pane, highlight a request in the tree structure to select it. From the Project icon in the ribbon, select Split From Project. Figure 42. Click on Split From Project icon to remove the request. A message appears that the request has been disassociated from the project. Figure 43. Request Removed from Project Message NOTE: A parent request cannot be closed unless all child requests have been closed. To re-open a child request, the parent ticket must also be opened. 32 Learning Series Vol. 8 Service Design and Business Processes

36 Quick Request Templates This section will allow you to view and organize Quick Request Templates created in ServicePRO. Existing Quick Request Templates can also be modified, published or deleted entirely. The Quick Request Template designer allows you to create service request templates with pre-defined settings. Quick requests templates can be used for commonly used request types and allow you to input workflow settings for quicker handling of requests. For example, if incoming sales calls is being logged, a quick request template can be used with a predefined settings such as queue (sales queue), priority (critical) and request type (sales). Accessing Quick Request Templates Quick Request Templates are created to pre-set workflow settings on commonly logged tasks or events. From the ServicePRO Workbench, select the Setup/Administration tile. At the top of the Setup/Administration window, select the Design tab. Click on Quick Requests Templates to access the Quick Request Template List. Figure 44. Accessing Quick Request Template from the Setup/Administration window. 33 Learning Series Vol. 8 Service Design and Business Processes

37 Figure 45. Quick Request Templates Window. Select New from the ribbon. The Quick Request Template designer appears as shown below. 34 Learning Series Vol. 8 Service Design and Business Processes

38 Figure 46. Quick Request Template Designer. The window displays a view similar to a new service request form. The three areas in this window need to be completed Template Properties, General Information and Memo. Under Template properties section - In the Name field, enter a name for quick request template. Under the Template properties section - From the Status dropdown, select whether it is Published, In Draft, or De-Activated. This determines if the template will be available to use. Select Published to make this template available to support reps to work with. Once published, the Quick Request can be initiated from workbench and also available as selection under the new task group on the Service Request s ribbon menu. Under the Template Properties - Enter the Objective for the quick request. Under Request Details Most request properties can be pre-populated in the General Information, Importance, Schedule and Workflow sections. The example above maintains most default values, but has the following specific values: Request Title summarizes the nature of the request. 35 Learning Series Vol. 8 Service Design and Business Processes

39 Recurrence Category Tracks the category for the request; usually used for reporting purposes. If applicable, in the Memo field, enter a standard memo that will be added when quick request is created. You may also set the default amount of time worked that will be applied to this request If this request should be launched on a scheduled interval, select the Recurrence option to schedule the automatic creation of this request. The Recurrence scheduling window will appear as shown below: Figure 47. Request Recurrence Scheduler. 1. Select the occurrence of the Quick Request by selecting the daily, weekly or monthly radio button. 2. Set the frequency of this Quick Request to occur once at a specified time or at a timed interval. 3. Specify a date range for which this Quick Request should be launched. 4. If these settings have been previously configured and need to be removed, click on the Remove Recurrence button to delete the recurrence configuration. 36 Learning Series Vol. 8 Service Design and Business Processes

40 Template List Items and the Ribbon Toolbar When selecting a Project Template from the Template List pane on the left, additional options are enabled in the Ribbon Toolbar. 1. The Parent Template folder interface with no Project Template selected. Figure 48. Quick Request Templates template list default appearance. 2. Selecting Project Template enables additional Ribbon Toolbar options. Figure 49. Additional Ribbon Toolbar options. 37 Learning Series Vol. 8 Service Design and Business Processes

41 Ribbon Toolbar The Ribbon Toolbar gains the following options when selecting a Project Template: Quick Request Create Quick Request: Launch a Quick Request with the selected template in the Quick Request Template List pane. Quick Request Templates New: Create a new Quick Request Template. For more information on adding a template, see Quick Request Template Designer. Edit: Modify the selected template in the Quick Request Template List pane. Change Status: Modify the current status of an existing template. Options for this button will vary depending on the current status of the project selected: o o o Published: Templates that have been added in ServicePRO and are available for use by Privileged users. In Draft: Templates that have been created in ServicePRO but not in use because they are either incomplete, have to be approved before being published etc. Note these templates will not be available to Privileged users until they are published. De-Activated: Templates that are not currently in use can be deactivated. It will remove them from the published list of templates. Note that De-Activated templates can be Re-activated if required. Folders New: Create a new folder in the Template List to place Quick Request Templates into. Folders are used to manage and organize the templates. When an existing folder is selected from the list, the ability to Rename and Delete folders is also available from the Ribbon Toolbar. Figure 50. Folders in the Template List enable different Ribbon Toolbar options 38 Learning Series Vol. 8 Service Design and Business Processes

42 Template List Pane This pane lists all templates that have been previously created. In this pane, templates are in the following groups: Published: Templates that have been added in ServicePRO and are available for use by Privileged users. In Draft: Templates that have been added in ServicePRO but not Published. Note these templates will not be available to Privileged users until they are published. De-Activated: Templates that have been removed from Published or In Draft template list. Template Details Pane The Template Details pane will display information pertaining to the selected Quick Request Template. Name: The given name for the project template. Title: The title of the request that will be created. Create Task: When will this request be created. Request Type: If you have selected a custom request type for this request it will be listed here. Otherwise it will be left as a Generic Service Request. Requester: This will be the name of the person creating the request. Status: Indicates status of the request whether In dispatch, In Queue, In Service, or Closed Wait State: Indicates whether this request is to be scheduled, suspended, waiting for a response, or ready to be worked on (ASAP). Urgency: The assigned urgency from the requester. Priority: Requests priority as determined by the dispatcher. Due By: The date on which this request is to be completed. Category: The category this request is assign to for reporting purposes. Description: A brief description of purpose of creating Quick Request template. 39 Learning Series Vol. 8 Service Design and Business Processes

43 Memo Templates Use the Memo Template Designer to create, edit or delete templates of predefined text that privileged users can insert into request memos and s. The Administer privilege is required to create Memo templates. They can insert the template text when they log or update requests by right-clicking in the Memo field and selecting Memo Templates. Creating New Memo Templates From the Setup/Administration tab, click on the Memo Templates icon. The Memo Templates designer opens as shown below. Figure 51. Memo Templates Display. From the Home Tab, go to the Memo Templates group. Click on the New icon. The window shown below opens. 40 Learning Series Vol. 8 Service Design and Business Processes

44 Figure 52. Memo Template Designer. Enter a name for the template in the Name field. Check or uncheck the Private Memo checkbox depending on who is to be allowed to view the memo. Enter the text of the memo in Memo field. To insert variables into your message, place the mouse cursor in the position in the text where you want the variable to appear then double-click the applicable variable in the Memo Variables list. The example shown above uses the variables {Requester} and {Request Number}. Click the Save icon in the Toolbar to save your memo template. Editing Memo Templates To edit a memo template, select the memo you want to edit and click on the Edit icon. Make the changes required then click Save to save the changes. Deleting Memo Templates To delete, simply highlight the memo you want to delete and click the Delete icon. This will permanently delete the memo. 41 Learning Series Vol. 8 Service Design and Business Processes