Registering Service Activity
This feature provides a variety of actions, such as including, 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 an activity of Request, click on the tab Requests. The following functions will be presented:
Function | Description |
|---|---|
New Service Request | To create a new request |
Link Service Request | To link a request already created |
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 fields available.
Main Tab
Field | Description |
|---|---|
Activity Name (*) | The name for the request |
Acronym/Abbreviation | Set an acronym for the request |
Activity Status (*) | Select the status you want: Active, Under analysis, In creation, In design, or Inactive |
Type of Demand (*) | Select the type of demand available |
Category (*) | Select the category of the request |
Date of Deployment (*) | Set the day which is being deployed |
Template of View | Select one of the templates available |
Tracking Template | Select a tracking template available |
Creation Template | Select a creation template available |
Detail | Space to give all the details about the request |
Objective | Space to give the objectives of the request |
Type of Event | Set frequency of the type of event |
SCRIPT Guidance | Search and select one script from the knowledge base for the request |
Type of Activity | Select the type of activity |
Importance of Activity to the Business | Select the degree of importance of this activity for the business |
Place of Execution of Activities | Set if it is external, internal or both |
(*) Indicate mandatory field
Presentation Tab
Field | Description |
|---|---|
Available on the portal (*) | If it will appear on the portal or not |
Available on chat (*) | If it will be available through chat |
Show field to select impact/urgency (*) | If in the service portal the impact/urgency field will be possible to select |
Show field to select a configuration item (*) | If in the service portal the configuration item field will be possible to select |
Show field for description (*) | If in the service portal it will be available the field to give a description |
Show field to add an attachment (*) | If in the service portal it will be available the field to attach a file |
Display priority (*) | If in the service portal it will be available to show the priority |
Display deadline (*) | If in the portal it will be available to show the deadline |
Select an image (*) | Select the image that will represent the request |
Name (*) | Give the name for the request that will be presented in the service portal |
Description | Describe the request being created |
(*) 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 will appear with the following functions:
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 it |
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 tab Incidents. 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 | 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 |
|---|---|
Activity Name (*) | The name for the incident |
Acronym/Abbreviation | Set an acronym for the incident |
Activity Status (*) | Select the status you want: Active, Under analysis, In creation, In design, or Inactive |
Type of Demand (*) | Select the type of demand available |
Category (*) | Select the category of the incident |
Date of Deployment (*) | Set the day which is being deployed |
Template of View | Select one of the templates available |
Tracking Template | Select a tracking template available |
Creation Template | Select a creation template available |
Detail | Space to give all the details about the incident |
Objective | Space to give the objectives of the incident |
Type of Event | Set frequency of the type of event |
SCRIPT Guidance | Search and select one script from the knowledge base to the incident |
Type of Activity | Select the type of activity |
Importance of Activity to the Business | Select the degree of importance of this activity for the business |
Place of Execution of Activities | Set if it is external, internal or both |
Critical | Set if the incident is critical or not |
Cause Unavailability | Set yes or no |
(*) Indicate mandatory field
Presentation Tab
Field | Description |
|---|---|
Available on the portal (*) | If it will appear on the portal or not |
Available via chat (*) | If it will be available through chat |
Show field to select impact/urgency (*) | If in the service portal the impact/urgency field will be possible to select |
Show field to select a configuration item (*) | If in the service portal the configuration item field will be possible to select |
Show field for description (*) | If in the service portal it will be available the field to give a description |
Show field to add an attachment (*) | If in the service portal it will be available the field to attach a file |
Display priority (*) | If in the service portal it will be available to show the priority |
Display deadline (*) | If in the portal it will be available to show the deadline |
Select an image (*) | Select the image that will represent the incident |
Name (*) | Give the name for the incident that will be presented in the service portal |
Description | Describe the incident being created |
(*) Indicate mandatory field
Access Permission Tab
Once you set the incident as Available in the portal in the Presentation tab, it will appear the tab of Access Permission with the following functions:
Function | Description |
|---|---|
Link Groups | To link the groups that will have permission to access the incident |
Grid with Linked Groups | Once you link the groups for the incident, they'll appear in a list with an option to unlink it |
After completing all the information in the tabs for register/edit request activity, you will be able to: Save, Delete or Clear.