Managing Service Requests

Managing service requests allows you to approve or reject service requests that have been submitted by Requesters through the separate Service Request application. The ability to manage service requests is limited to GLOBAL users with certain permissions. Service requests can be approved or rejected using the Manage Requests page or approved using the New Task function on the Task Queue page.

Using the Manage Requests Page

The Manage Requests page allows you to approve or reject service requests that have been submitted through the Service Request application. The Manage Requests page is only available to users with the appropriate permissions. Users who do not have the appropriate permissions will not see the Manage Requests link on the home page or in the left navigation menu and will not be able to access the Manage Requests page. There are four ways to manage service requests:

• Create a new Work Order
• Merge with existing Work Order This option adds a new task to an existing work order.
• Link to existing Task This option allows you to combine tasks, for example, when more than one person reports the same issue and a task has already been created to address the issue.
• Reject

The following steps show you how to manage service requests. First, navigate to the Manage Requests page, then follow the steps for the action you want to apply to the service request.

1. To navigate to the Manage Requests page, do one of the following:
   • On the Home page, select the Manage Service Requests button .
   • On any page, select Work Orders from the left navigation menu, then select Manage Requests.

   The Work Orders > Manage Requests page opens.

Create a New Work Order

1. Select the Service Request you want to use to create a new work order. The buttons in the Select Action area become available.
2. Select New WO. A new work order is created and the Work Order page opens. The new work order is in the Identification phase.
3. For information on processing the work order through the Identification and Planning phases, see Creating a Demand Work Order.

Merge a Service Request with an Existing Work Order

1. Select the Service Request you want to merge. The buttons in the Select Action area become available.
2. Select Merge. The Work Order drop-down menu appears in the Merge / Link window.
3. On the drop-down menu, select the work order you want to merge with the service request.
4. (Optional) To view details about the selected work order, select the Show Work Order Details button.
5. In the Merge / Link window, select Merge. The merged work order opens and the service request number is now assigned to a new task on the work order.

Link a Service Request to an Existing Task

1. Select the Service Request you want to link. The buttons in the Select Action window become available.
2. Select Link. The Work Order drop-down menu appears in the Merge / Link window.
3. On the Work Order Task menu, select the work order that includes the task you want to link with the service request. The Work Order Task menu appears next to the selected service request.
4. (Optional) To view details about the selected work order, select the Show Work Order Details button .
5. Using the drop-down menu next to the service request, select the task you want to link with the service request. In the Merge / Link window, select Link. The linked work order opens and the service request number is now assigned to the linked task.

Reject a Service Request

1. Select the Service Request you want to reject. The buttons in the Select Action area become available.
2. Select Reject. The Reason to Reject selected Service Requests window opens. Enter the reason the request is being rejected. Select Submit.

Approving a Service Request Using the Task Queue Page

Users who have the appropriate permissions to manage service requests can approve a service request by creating a new task based on a pending service request on the Task Queue page.

1. To navigate to the Task Queue page, do one of the following:
   • On the Home Page, select View My Task Queue .
   • On any page, select Work Orders from the left navigation menu, then select Task Queue.

   The Work Orders > Task Queue page opens.

2. Select the New Task button . The New Task window opens.
3. Select Pending SR . The Service Request menu appears.
4. Select a service request. The service request Details window appears.
5. Select Set. The General Info window opens.
6. Edit the information in the General Info window as needed, then select Save. A new task and a new work order are created. The New Task window now displays three tabs: General Info, Resources, and Labor.
7. Edit the information on the tabs as needed. Use the Resources and Labor tabs to assign items such as parts and technicians to the task.
8. On the General Info tab, select Save. The New Task window closes.

Note: Depending on how your organization has configured GLOBAL, Requesters may have the option to enable service request notifications in the Service Request application. Requesters who have notifications enabled may receive a notification when one of their requests has been received, accepted, completed, or rejected. Requesters can access notification settings by selecting Settings on the Service Request home page, then selecting the Notification Settings tab. If your organization has not enabled notification settings, Requesters will not see the Notification Settings tab. For more information see Submitting a Service Request.