Request Fields

The fields of the request form are listed below and recommendations on how to use each of them are provided.

ID

The ID field contains the request ID. This unique identifier is created automatically the first time the request is saved.

Workflow phase tracking

The Workflow Phase Tracking field contains the names of the workflow steps associated with the request. This field graphically displays the progress made in this workflow at the moment.

Theme (Subject)

A short description of the request is entered in the Subject field. Examples: For incident resolution requests: Slow response time to [Service], Error message when using [Service], Unable to log in (or access) [Server or Service], Job [Job Name] failed with [Failure Code], Router [Client] in [City] is not working; for change requests: Install [Software and version] on [Workstation or server], Upgrade from [Current software and version] to [Requested software and version]; for requests for information: How to get [Requested Information] in [Service or Application]; for requests for improved support: The request [Request ID] was not resolved on time, the Workflow [Workflow ID] was implemented without approval; for requests for positive feedback: Thank you for...

Knowledge Base article

The last Knowledge Base article that was applied to the request is automatically set in the Knowledge Base Article field.

Group to

The Group to field displays a group of requests that is used to group similar requests, for example, if they are submitted to resolve the same incidents, to implement similar changes, to obtain similar information, etc. If you group two or more requests together, a group will be created. Grouped requests are automatically linked to this group. Updates for the group are automatically applied to its requests. A request added to a group can be deleted from that group when it is opened in the viewing mode. To do this, open the Actions menu on the toolbar and select the “Ungroup” option.

Initiator

In the Initiator field, select the person submitting the request. Please note that the value of this field does not affect the service level agreement (SLA) applied to the request. The value of the Requested for field has an impact.

Initiator (date)

In the Initiator (date) field the date and time at which the request was created are displayed.

Requested for

In the Requested for field, the person for whom the request is being created is selected. The value from the Initiator field is automatically inserted into this field, however, if the request is submitted for another person, the value of the Requested For field can be changed by selecting the appropriate person. Please note: the relevant Service Level Agreement (SLA) applies to the request, which applies to the person selected in this field. In turn, the choice of the person in the Initiator field has no effect on the SLA applied to the request.

Task

The Task field is available if the request was created automatically by the task. This field contains the task that caused the request to be created.

Category

The request category is selected in the Category field.

Influence

The Influence field selects the level of influence on the service instance. This field becomes visible if the request category is “Incident". For all other request categories, the value in the “Impact” field is automatically set to "No", since these categories do not apply to requests for solving problems in the operation of the service (degradation of work). Please note: degradation of a service instance means that some of its non-core functions are not working, the response time of the service instance is slow, or the backup capabilities of the service are unavailable (for example, in case of server failure), even if the use of the service instance is not affected. An instance of the service is down or unavailable if any part of its core functionality is down.

Service instance

In the Service Instance field, select service instance, which caused the incident, for which a request is now being created (for example, changes or information are requested). This field is available if the request category is “Incident", “RFC", or “RFI".

Service Provider

In the Service Provider field, organization is automatically set from the Service Provider field to record the service to which the instance is associated.

Template

The Template field displays the request template that was applied to this request. The field can be viewed after the request is created and saved (if it contains a value), and edited after the request is reopened (if there is a request template for the service specified in the request).

Configuration item (CI)

In the Configuration item (CI) field the configuration items (CIs) that caused the incident are selected, for which a request is now being created (for example, changes or information are requested). For incidents, you must select at least one CI if they are assigned the status “Completed” and the selected service instance is associated with one or more CI. If you are not registered, this field is hidden.

Related to

Using the Related to field (set as part of the workflow by default), you can associate a request with problem, workflow, or project. These relationships are mutually exclusive, that is, if a request is related, for example, to a problem, and it needs to be linked to a workflow, then first you need to remove its connection to the problem. To select a completed problem, workflow, or project, specify the problem, workflow, or project number (i.e., ID).

Workflow template

The Workflow Template field displays the workflow template associated with the request template that was applied to this request. This field becomes visible only after applying the request template associated with the workflow template.

Purpose

Team

In the field Team is selected by team, to which the request is assigned. If a service instance is manually selected in the Service Instance field in the request, or if a service instance is used from the service hierarchy browser, then the support team for this service instance is automatically installed in this field.

Participant

In the field Participant selects the person to whom the request is assigned.

Planned efforts

The Planned efforts field evaluates the efforts required to complete the request.

Supplier

In the Supplier field, select the supplier organization that provides assistance in completing the request. The supplier organization is automatically set in this field if an instance of the service provided by an external service provider organization is selected.

Supplier's request ID

In the Supplier Request ID field, enter the identifier under which the request is registered with the supplier organization. If the supplier has provided a link to the request, enter its URL in this field.

Response time

The Response Time field is automatically set to a value indicating when the current command should respond to the request. The target displayed in this field is the most important response time within all affected SLAs that are related to the request and for which the currently assigned team is responsible.

Solution time

The Solution Time field is automatically set to a value indicating when the current command should complete the request. The target displayed in this field is the most important decision time within all affected SLAs that are related to the request and for which the current assigned team is responsible.

Desired completion date

In the Desired Completion Date field, you can enter a value manually if the date and time are agreed upon for completing the request. The Desired Completion Date field automatically overwrites the calculated resolution time of any affected SLA associated with the request if the desired completion date is later than the resolution time of the affected SLA. By default, the person selected in the "Initiator" field receives a notification "Desired completion date set for the request", created based on the email template (mail), when the value in the "Desired Completion date" field is set, updated, or deleted.

Status

The current status of the request is selected in the Status field.

The following options are available:

• Rejected – it was decided that the request should be reassigned to another team or another team member, the reason is indicated in the Comments field.
• Assigned – A request has been assigned to a team or team member to complete.
• Accepted – responsibility for executing the request has been accepted by a specific team member. This person will start working on the request soon.
• In progress – the request is in progress. When a request receives this status, it is considered that it has been answered.
• Suspended... – work on the request has been suspended. The reason is indicated in the Comments field.
• Waiting for actions from the client – work on the request has been suspended because the support organization is waiting for the client's actions. The reason is indicated in the Comments field. While the request is in this status, the response time and decision time targets of the currently assigned team are not taken into account.
• Waiting for a reservation – A request has been created for reservation a configuration item (CI). The request will be completed automatically upon completion of reservation or after its cancellation.
• Workflow Waiting – Request completion depends on workflow implementation. Change or release management has assumed responsibility for implementing the workflow.
• Project Waiting – completion of the request depends on the implementation of the project. Project management assumed responsibility for the implementation of the project.
• Completed – the work on the request has been completed for the reason selected in the Reason for completion field. Details regarding the completion of the request are indicated in the Comments field.
• In the backlog – the request has been placed in the backlog. This option is available if the request is actually in the backlog.

Suspended to

In the field Suspended to indicates the date and time when the request status should be changed from 'Suspended...” on “Scheduled.” This field is available if the Status field is set to “Suspended...”.

Product backlog

The Product Backlog field specifies the backlog of the product to which this request relates. This field is available if the Status field is set to “In the backlog.”

Rating

The Rating field evaluates the complexity of completing a given request based on a scale determined by the development team or the Scrum team. This field is available if the Status field is set to “In the backlog”.

Reason for Completion

The Reason for Completion field indicates the corresponding reason for completing the request after it is completed.

Completed in

The date and time of saving the request with the status “Completed” are automatically set in the Completed in field.

The beginning of downtime

The Start of downtime field indicates the actual date and time when the service became unavailable (its operation stopped). This field is available if the “Influence” field is set to "Highest".

End of downtime

The End of downtime field indicates the actual date and time when the service became available again. This field is available if the “Influence” field is set to "Highest".

Significant incident status

The Significant Incident Status field selects the current status of the request during the significant incident management process. This field becomes available if the request with the highest impact has been proposed or accepted as a significant incident using one of the menu options Actions: ‘Suggest as a significant Incident’ or ‘Accept as a Significant Incident'. The ‘Suggest as a significant incident’ option is available to all specialists, provided that: in the First Line of Support Agreement (FLSA), which applies to one of the spaces of the R-Service (RR Tech Service Management) system that has access to the request, the manager(s) is selected(s) significant incidents. The ‘Accept as a significant Incident’ option is only available to specialists selected by the significant incident managers in the First Line of Support Agreement (FLSA), which extends its effect to one of the spaces of the R-Service system that has access to the request. The following status options are available: Suggested – the specialist indicated that the request should be considered a significant incident. Rejected – The suggestion to treat the request as a significant incident was rejected by the Significant Incident Manager. Accepted – The Significant Incident Manager has accepted the offer to treat the request as a significant incident. Resolved – The Significant Incident Manager marked the significant incident as resolved. Cancelled – The Significant Incident Manager has indicated that the significant incident management process does not need to be completed for this request.

Agile board

You can use the Agile board field to move the request to another agile board. This field is hidden if it is empty. Requests can be placed on the agile board by using the ‘Add to agile board’ option in the Actions menu.

Column

You can use the Column field to move the request to another column of the agile board selected in the Agile board field. This field is hidden if the Agile Board field is empty.

Time spent

In the Time spent field, enter the time that has been spent completing the request since the start of work on it or, if any time has already been added to this request, since the last time spent on the request was added.

Effort class

In the field Effort class, select effort class, which best reflects the efforts for which the time spent is recorded. This field becomes available after entering a value in the Time Spent field and only if the person indicating the time spent belongs to an organization using timesheet settings, in which time tracking is activated and there are links to two or more classes of efforts.

Grouped requests

Grouped requests

The Grouped requests field lists the requests that were grouped together. When a group is changed, requests within it are automatically updated.

Instructions

Instructions

The Instructions field displays information from the Instructions field of the request template that was last applied to the request. Only persons with the role of auditor, specialist or administrator of the space of the corresponding template space can see the instructions.

Comments

Comments

The Comments field lists all the comments that were added to the request. Internal comments are visible only to persons with the role of an auditor, specialist, or administrator in the space for which internal comments were added. For each comment, the name of the person who created it and the time of creation are displayed in this field.

Comment

Any additional information that may be useful for completing the request is added to the Comment field. It can also be a brief overview of the actions taken since the last recording. For example, for incidents, you can specify whether the initiator has used the service before and when he first encountered the incident. If there is an error message, you can enter the full text of this message in this field, even if a screenshot of it is attached to the request, which will allow you to find this request in the future when searching for the error message. It is possible to use basic text formatting in this field.

Attachments

Field Attachments (add attachment) is the link used to add an attachment to the request. You can add multiple attachments. The maximum size of each attachment is 2 GB.

Internal comment

The Internal Comment field contains information that is visible only to persons with the role of an auditor, specialist, or administrator in the space to which the person adding the internal comment belongs. If the internal comment belongs to the support domain space, then it will also be visible to persons with the role of a specialist in another support domain space, provided that their head space coincides with the space of the support domain to which the internal comment belongs. However, if the internal comment refers to a space where the "Strict Confidentiality" option is enabled in the space settings, then only specialists of this space will see the internal comment (provided that they are members of the team to which the request is currently assigned), auditors and administrators of the space with strict confidentiality. It is possible to use basic text formatting in this field.

Attachments

Field Attachments (add attachment) is the link used to add an attachment to the request. You can add multiple attachments. The maximum size of each attachment is 2 GB.

Affected SLA

Affected SLA

The Affected SLAs field lists the affected SLA records automatically created for the request, which is necessary to track SLAs affected by the request. Usually, this field lists only the SLAs that apply to the request for the selected service instance. However, depending on the influence relationships specified in the service hierarchy, all SLAs for parent instances of the selected service instance may be affected if the Influence field is set to “High” or “Highest”.

Time keeping records

Time keeping records

The Time records field lists all the time records in your organization's space that were created for the request after it was saved with a value in the Time spent field. The time records are grouped by person.

Agile board

Columns

The Columns field indicates the columns of the agile board in which the request was placed.