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Service Request Process Workflow


Service Request Process Workflow

Service Request Process Workflow

The service request process workflow IBMSDSR provides a standardize process based upon ITIL to step the Service Desk Analyst role through the processing of service requests. The workflow is depicted at a high level in the diagram below.


Service Request Process
Service Request Process Flow

The workflow nodes perform the following actions:
• SR Valid? – Checks are performed to make sure that the service request did not initiate from a service catalog request or it is not in resolved or closed status. If any of these conditions are not met then the user receives an appropriate message and the ticket awaits corrective action to be taken.
• Apply Ticket Template – The service request is set to in-progress. A check is made to see if the service request has a ticket template applied. If so then this step is skipped and the ticket progresses to the next step. If no ticket template exists then the user is presented with the Apply Service Request Template dialog in order to browse templates and elect to apply a suitable one.
• Take Action –The user is presented with the options of Take Ownership, Assign Ownership, Password Reset or Create Incident. If no SLA is applied then the workflow will apply an SLA matched to the internal or reported priority.
Take Ownership – The owner of the service request is set to the logged in user and the status is set to queued. The user is then presented with a dialog explaining that the ticket is now assigned to them and to click the Route Workflow icon to progress the ticket.
Assign Ownership – The user is presented with the Select Owner dialog to assign ownership to another owner or owner group. Workflow exits.
• Password Reset – The owner of the service request is set to the logged in user. The user is presented with a dialog to instruct them to reset the password and the service request is then automatically set to resolved status. Workflow exists.
Create Incident – The owner of the service request is set to the logged in user and the service request status is set to in-progress. An incident is automatically created and related to the service request. The user is taken to the Related Records tab of the ticket and presented with a dialog confirming the incident creation and instructing them to open the incident ticket and validate its assignment. Workflow exits.
Search Related Tickets – The user is taken to the Related Records tab and the Show Similar Tickets dialog is presented. Potential related tickets are displayed and the user can elect to relate the ticket to a record(s) that is caused by the same issue. The user is then presented with a dialog box with options for the service request to be managed with a related ticket(s) and to exit workflow or to continue on to search solutions if no ticket match was found.
• Search Solutions – The user is taken to the Solutions Details tab of the service request and the Search Solutions dialog is presented. The user can search for potential solutions using the fields presented in the dialog and apply a solution to the service request if appropriate. The user is then presented with the options of Resolve SR, More Information or Create Incident.
• Resolve SR – The service request is set to resolved status and the user is presented with a dialog advising that the ticket has been set to resolved status and that the end user will be automatically notified. Workflow exits.
• More Information – The user is presented with the Create Communication dialog along with a message to initiate communication with the end user to obtain more information to progress investigation. The incident is set to pending status. Workflow exits.
• Create Incident - An incident is automatically created and related to the service request. The user is taken to the Related Records tab of the ticket and presented with a dialog box confirming the incident creation and instructing them to open the incident ticket and validate its assignment. Workflow exits.