Registering Service Activity
This feature provides a variety of actions, such as adding, changing, and deleting the activities of a Service (request and/or incident).
Before getting started
It is necessary to register previously the portfolio, group, configuration items, contract, and calendar.
Procedure
- Access the main menu Processes > Portfolio and Catalog Management > Portfolio;
- Choose the Service Portfolio and click on "Advance";
- In the "Service Catalog" tab, choose a service and click on "Advance".
Requests
To link or create a Request type Activity, click on the "Requests" tab. The following functions will be presented:
Function | Description |
|---|---|
New Service Request | To create a new request |
Link Service Request | To link a previously created request |
Search area | To search for a specific request |
Grid with Linked Services Requests | Once you link a service request, they will be presented in a list, with the options: Edit and Unlink |
If you want to create a new service request from here, click on "New Service Request" and complete the available fields.
Main Tab
Field | Description |
|---|---|
Acronym/Abbreviation | Set an acronym for the request |
Activity Name (*) | The name for the request |
Activity Status (*) | Select the status you want: Active, Under analysis, In creation, In design, or Inactive |
Category (*) | Select the category of the request |
Creation Template | Select a creation template available |
Date of Deployment (*) | Set the day which is being deployed |
Detail | Space to give all the details about the request |
Importance of Activity to the Business | Select the degree of importance of this activity for the business |
Objective | Space to give the objectives of the request |
Place of Execution of Activities | Set if the Services is external, internal or both |
SCRIPT Guidance | Search and select one script from the knowledge base |
Template of View | Select one of the templates available |
Tracking Template | Select a tracking template available |
Type of Activity | Select the type of activity |
Type of Demand (*) | Select the type of demand available |
Type of Event | Set frequency of the type of event |
(*) Indicate mandatory field
Presentation Tab
Field | Description |
|---|---|
Available on the chat (*) | Indicate if it will be available through chat |
Available on the portal (*) | Indicate if it will appear on the portal or not |
Description | Describe the request being created |
Display deadline (*) | Indicate if the Deadline (date and time) should be shown when opening a Ticket |
Display priority (*) | Indicate if the Priority of the service should be shown when a ticket is opened |
Name (*) | Give the name that will be presented for this Request in the service portal |
Select an image (*) | Select the image that will represent the request |
Show field for description (*) | Indicate if a text box for Description is available when opening a ticket |
Show field to add an attachment (*) | Indicate if a field for attachments should be available |
Show field to select a configuration item (*) | If in the service portal the configuration item will be available for selection |
Show field to select impact/urgency (*) | Impact/urgency fields can or cannot be modified in the Portal |
(*) Indicate mandatory field
Access Permission Tab
Once you set the request as "Available" in the portal in the Presentation tab, the tab of Access Permission with the following functions will be available:
Function | Description |
|---|---|
Link Groups | To link the groups that will have permission to access the request |
Grid with Linked Groups | Once you link the groups for the request, they will appear in a list with an option to unlink them |
After completing all the information in the tabs for register/edit request activity, you will be able to: Save, Delete or Clear.
Incidents
To link or create an activity of Incident, click on the "Incidents" tab. The following functions will be presented:
Function | Description |
|---|---|
New Incident | To create a new incident |
Link Incident | To link an incident already created |
Search area | To search for a specific incident |
Grid with Linked Incidents | Grid with Linked Incidents Once you link an incident, they will be presented in a list, with the options: Edit and Unlink |
If you want to create a new incident from here, click on "New Incident" and complete the fields available.
Main Tab
Field | Description |
|---|---|
Acronym/Abbreviation | Set an acronym for the incident |
Activity Name (*) | The name for the incident |
Activity Status (*) | Select the status you want: Active, Under analysis, In creation, In design or Inactive |
Category (*) | Select the category of the incident |
Cause Unavailability | Set yes or no |
Creation Template | Select a creation template available |
Critical | Set if the incident is critical or not |
Date of Deployment (*) | Set the day which is being deployed |
Detail | Space to give all the details about the incident |
Importance of Activity to the Business | Select the degree of importance of this activity for the business |
Objective | Space to give the objectives of the incident |
Place of Execution of Activities | Set if the Services is external, internal or both |
SCRIPT Guidance | Search and select one script from the knowledge base |
Template of View | Select one of the templates available |
Tracking Template | Select a tracking template available |
Type of Activity | Select the type of activity |
Type of Demand (*) | Select the type of demand available |
Type of Event | Set frequency of the type of event |
(*) Indicate mandatory field
Presentation Tab
Field | Description |
|---|---|
Available on chat(*) | Indicate if it will be available through chat |
Available on portal(*) | Indicate if it will appear on the portal or not |
Description | Describe the incident being created |
Display deadline(*) | Indicate if the Deadline (date and time) should be shown when opening a Ticket |
Display priority(*) | Indicate if the Priority of the service should be shown when a ticket is opened |
Name(*) | Give the name that will be presented for this Request in the service portal |
Select an image(*) | Select the image that will represent the request |
Show field for description(*) | Indicate if a text box for Description is available when opening a ticket |
Show field to add an attachment(*) | Indicate if a field for attachments should be available |
Show field to select a configuration item(*) | If in the service portal the configuration item will be available for selection |
Show field to select impact/urgency(*) | Impact/urgency fields can or cannot be modified in the Portal |
(*) Indicate mandatory field
Access Permission Tab
Once you set the request as "Available" in the portal in the Presentation tab, the tab of Access Permission with the following functions will be available:
Function | Description |
|---|---|
Link Groups | To link the groups that will have permission to access the request |
Grid with Linked Groups | Once you link the groups for the request, they will appear in a list with an option to unlink them |
After completing all the information in the tabs for register/edit request activity, you will be able to: Save, Delete or Clear.