The Process Requests application is used to create, view,
and modify IT process management requests.
List tab
On the
List tab,
you can filter the table to show existing process requests. You can
create and execute queries to search for process requests that meet
specific criteria. For example, if you want to show only those requests
with a status of
NEW, you can type
NEW in the
Status field.
When you click
Filter (

), only new process
requests are listed in the table.
- Process Request
- Shows the unique identifier for the process request.
- Process Manager Type
- Shows the name of the process manager that is handling the request.
- Description
- Shows the description of the request.
- Priority
- Specify or view the severity of the request and is used to determine
the order in which the requests should be worked.
- Status
- Shows the status of the request. The request can be in one of
the following states:
- NEW
- QUEUED
- INPROG
- RESOLVED
- CLOSE
Specify, view, or edit the request status.
- Process State
- Shows the current state of the request. The request can be in
one of the following states:
- DRAFT
- SUBMITTED
- ACCEPTED
- REJECT
- CANCEL
- COMPLETE
Specify, view, or edit the request state.
- Owner
- The user who is responsible for managing the request until it
is resolved.
- Owner Group
- The group responsible for managing the ticket until it is resolved.
All members of the group can see the request in their work view
Process request tab
- Process Request
- The unique identifier for the process request.
- Owner
- The user who is responsible for managing the request until it
is resolved.
- Owner Group
- The group responsible for managing the ticket until it is resolved.
All members of the group can see the request in their work view
- Process State
- Shows the current state of the request. The request can be in
one of the following states:
- DRAFT
- SUBMITTED
- ACCEPTED
- REJECT
- CANCEL
- COMPLETE
Specify, view, or edit the request state.
- Attachments

- User Information
- When a request is being created, the fields in this section are
populated with the information for the user that is logged on if the
data is available.
- Requestor
- Shows the user ID of the user who submitted the request.
- Name
- Shows the name of the person who submitted the process request.
- Phone
- Shows the phone number of the person who submitted the process
request.
- E-mail
- Shows the e-mail address of the person who submitted the process
request.
- Process Request Details
- Description
- Type or view the description of the purpose of the request. The
description should include the purpose of the request.
- Priority
- Specify or view the priority you want given to this request. The
Priority indicates the severity of the request and is used to determine
the order in which the requests should be worked. Enter a value between
1 and 4, or click the Select Value icon
to specify the priority.
- Process Manager Type
- Specify the name of the process manager that is or will be handling
the request. Click the Select Value icon
to select the process
manager type. This field is required.
- Site
- The site identifies the location where the request will be handled.
This field is automatically populated if a site is associated with
the user who is logged on. Click the Select Value icon
to specify the site,
if it is not already populated. The field is required.
- Requested Completion
- Specify the date you want the request to be completed. Click the Select
Date and Time icon
to specify the date, and click OK.
- Details
- Type a detailed description of the request.
- Request Classification Details
- Classification
- Classifications are used to structure records into organized hierarchies.
Click the Detail Menu icon
, and then click Classify to specify
the classification for the request.
- Class
- Shows the description of the classification chosen for the request.
This field is automatically populated if the chosen classification
has a description.
- Classification Attributes table
- Attributes are the classification variables defined when the classification
was created. There may be zero or more classification variables associated
with the classification and displayed in the table. The classification
attributes table contains the following columns:
- Attributes
- Shows the name of the classification variable.
- Description
- Shows the description of the classification attribute.
- Data Type
- Shows the type of data allowed for the attribute. The data type
determines which value you have to set. Valid values are TABLE, ALN,
AND NUMERIC.
- Alphanumeric Value
- Type the value for the ALN variable.
- Numeric Value
- Type the numeric value for the NUMERIC variable.
- Table Value
- Type the value for the TABLE variable.
- Unit of Measure
- Specify the unit of measure for the attribute by clicking the Select
Value icon
to select the unit of value.
- Section
- You can break attributes into sections. Sections are groupings
of attributes, allowing the same attribute to be used multiple times.
- New Row
- Click New Row to add a new attribute to
the classification.
- Target CIs
- Target CIs are used to identify the configuration items (CIs)
that are affected by the request. You can specify either assets or
CIs associated with the process request. The Target CIs table
contains the following columns:
- Asset
- Shows the name of the target asset associated with the process
request.
- Location
- Shows the location of the target asset.
- Configuration Item
- Shows the name of the target CI associated with the process request.
- Target Description
- Shows the description of the targeted CI.
- Sequence
- Shows the order of the CIs and attributes.
- Site
- Shows the site on which the target asset or CI is located.
- Select
- Click to select additional assets and CIs to associate with the
process request.
- Clear All
- Click to remove all assets and CIs from the Target
CI table.
- New Row
- Click to add additional target assets and CIs to the process request.
Related records tab
The
Related
records tab allows you to view all of the tickets, work
orders, and solutions that have a relationship to or provide additional
information about the record you are viewing. A single record can
be related to many other records. You can add, view, and delete the
related records. To delete a related record, click
Mark
Row for Delete (

). When you save the record, the related record will be deleted.
- Related Tickets
- Select Ticket
- Click the Select Ticket button to associate
additional tickets to the one you are creating or viewing.
- New Row
- Associate additional tickets to the current record by clicking
the New Row button. Click the Detailed
Menu icon
and then the Select Value icon
to select the related
ticket.
- Related Work Orders
- Select Work Order
- Click the Select Work Order button to associate
related work orders to the one you are creating or viewing. When the Select
Work Order window is displayed, select the related work
order, and click OK.
- New Row
- Associate additional work orders to the current record by clicking
the New Row button. Click the Detailed
Menu icon
, and then click the Select Value icon
to select the related
work order.
Log tab
On the
Log tab,
you can create and view the work log for the record. You can also
view the communication and approval logs for the record.
- Work log
- The work log is used to record work-related information about
a ticket or work order. For example, you can record telephone conversations,
work performed, and observations. You can create an entry in the work
log using the New Row button on the Work
Log tab. When you create a work log entry, you must specify
a Type which can be Client Note, Update,
or Work. You can check the Viewable? check
box to make the entry visible to individuals that are associated with
the record.
- Communication log
- The communication log is used to maintain a record of e-mail communications
created from the record by the Create Communication action. The communications
log shows outbound messages sent between service desk agents and customers.
Entries in the Communication Log tab are read-only.
The entries are automatically created when you use the Create
Communication action to create an e-mail message.
- Approval log
- The Approval log tab contains a list of
workflow approval tasks that have been completed for work orders related
to the process request. The entries in the table are read-only. The Approval
log table contains the following columns:
- Summary
- Shows the description of the workflow task.
- Decision
- Shows whether the decision was made to accept or reject the request.
- Process
- Shows the workflow process name that was active for the approval
task.
- Person
- Shows the name of the person who made the decision to accept or
reject the request.
- Transaction Data
- Shows additional information about the approval task.