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Procedure documentationProcessing Service Orders as a Processor Locate this document in the navigation structure

Prerequisites

To approve service orders, you must have assigned to your user the approver business role for the sold-to-party in your sales organization.

Procedure

In the processor role, you work with service orders as follows:

Approving a Service Order

  1. In the IT Service Management WebClient UI, choose   IT Service Management   Service Orders  .

    The Search: Service Orders screen appears.

  2. Search for the service order you want to approve.

  3. Open the service order from the result list.

    In the service order, in the Items screen area, the top-level service product is displayed.

  4. Set the status of the item to Approved.

    After you approve the service product, subordinate service products are displayed.

  5. Set the status of the items to Approved.

  6. Save your entries.

The system creates service requests for all ordered service products and displays them in the service order in the Transaction History assignment block.

Dispatching a Service Request

A service request can contain one or more guided procedures with which you can plan the operations tasks. On releasing the guided procedure, the system creates operations tasks for the steps in the guided procedure.

  1. In the IT Service Management WebClient UI, choose   IT Service Management   Service Requests  .

    The Search: Service Requests screen appears.

  2. Search for the service request you want to dispatch.

  3. Open the service request from the result list.

  4. Make sure that the correct category levels are assigned.

  5. In the service request, in the Guided Procedure assignment block, the guided procedures that belong to the service request are listed. If you want to use a guided procedure for processing the service request, make sure that it is assigned.

  6. To prepare the guided procedure for release, assign processors to the tasks.

  7. To schedule the operations tasks, assign start and due dates.

  8. Release the procedure for processing. The Guided Procedure assignment block is set to read-only.

The system creates an instance of the guided procedure.

Depending on the configuration, the system creates an operations task for each step in the guided procedure, or for the guided procedure as a whole. The system assigns the operations tasks to the service request and displays them in the Guided Procedure assignment block.

In the Task screen area, you display the status and navigate to the operations task.

Processing Operations Tasks

  1. In the WebClient UI, choose   IT Service Management   Operations Tasks  .

    The Search: Operations Tasks screen appears.

  2. Search for the operations task you want to process.

  3. Open the operations task from the result list.

  4. Set the status to In Process and process the task.

  5. To display the information the end user added in the service order questionnaires, in the guided procedure related to the service request, open the questionnaire.

  6. To add and exchange information, use the Text and Attachments assignment blocks.

  7. To record the time you spent, use the Time Recording assignment block.

  8. When you are finished working on the operations task, set the status to Completed.

    The system also changes the status in the related service request.

Note Note

If configured, processors can also display the operations tasks in a widget.

End of the note.