Return to Service Design
- 1. Overview
- 2. Pre-requisites
- 3. Accessing Project Templates
- 4. Usage
- 5. Template Designer—Notification Tab
- 6. Manage Existing Project Templates
- 7. How to Add a New Child Request to a Service Request
- 8. Folders for Project Requests
- 9. How to Merge Child Requests
- 10. How to Rearrange the Current Project
- 11. How to Split a Request from a Project
- 12. Changes in Project Template Creation for End Users
- 13. Duplicating or Creating New Templates from Existing Project Templates
ServicePRO offers the ability to link these tasks together in a parent-child relationship in Project Request formats, created with the Project Template Designer.
- All child requests have required custom fields filled in as needed.
- All child requests have required fields filled in for their respective request properties (i.e. Category, Folder, Request type, etc.)
To access the Project Template Designer:
- Open the Backstage Menu, and select the Design tab
- Under Service Catalog, select Project Templates
- From the Workbench, select the Setup/Administration icon.
- At the top of the Setup/Administration window, select the Design tab.
- Under Service Catalog, select Project Templates.
- From the Ribbon Toolbar, click on the New Project Templates icon. The Template Designer window shown below opens.
- The four areas in this window need to be completed:
b. Template Properties,
c. General Information, and
This will make up the first request in the Project Template known as the Parent Request.
All subsequent tasks to be completed within this project will have their own requests knows as child requests. Child requests inherit their properties from the parent unless otherwise specified during creation.
- In the Name field, enter a name for the project.
- Enter the Objective for the project.
- The Status radio buttons determines if project template will be available for use by Support Rep. Select Published to make the project available for selection from Workbench or under the new task group on the Service Request ribbon menu.
- Select the Organizational Units and Teams associated with this Project Template. Only Support Reps belonging to these teams or those with privileges in these Organizational Units will be able to initiate this project.
- If the "Human Resources" Organizational Unit is selected in associations, Users with at least one privilege assigned to any folder in the Human Resources Organizational Unit may initiate the project.
- If the "Managers" Team is selected in associations, any user belonging to the Managers Team may initiate the project.
- Under Request Details – Most request properties can be pre-populated in the General Information, Importance, Schedule and Workflow sections. The example above maintains most default values, but has the following specific values:
• Request Title — Summarize the nature of the request.
• Category —Tracks the category for the request; usually for reporting purposes.
• Folder — Place in a queue folder that pertains to new employees.
- If applicable, in the Memo field, enter a standard memo that will be part of the template.
- From the Ribbon Toolbar in the Template Designer, go to the Folders group and click on Add to add a folder.
- Enter a name for the folder.
- Add a Child Request to the Folder.
- From the New Project Template Designer, click on the folder in the Project Tree where the Child Request is to be added.
- In the Child Tasks Group, click on the New Service Request icon. A Service Request form is opened and the Request appears in the Project Tree.
- In the Task Properties work area, click on the Instantly radio button so that the child request is to be created immediately; otherwise, click the After Event radio button.
- Enter a title for the task. By default this will be the Request Title for the request.
- By default, the child request inherits its properties from the parent. Applicable fields can be changed to suit requirements.
- Continue adding folders and child requests until the project is complete.
- Highlight the folder or task to which you want to add the purchase request.
- In the Child Task group, click on the New Purchase Request icon. A Purchase Request form opens and the Request appears in the Project Tree.
- The form is mostly similar to the standard New Service Requests window. However, there is an additional option to add Items in the right corner above the memo field. Select the Items icon to open the alternate Purchasing menu.
- Memo – The Memo area switches to a Line Items grid, where you can add Products for purchase. The columns in the grid are, as follows:
• Product – Select a Product to add to the list.
• Vendor – Select a Vendor for the Product.
• Qty – Enter quantity of product to be purchased.
• Urgency—State urgency of the order.
• Memo – Write a text memo to describe the Product.
• Allocation—Indicate the recipient of the items being purchased.
- When adding or updating a child task, click on the After Event hyperlink in the Request Properties work area.
- The CAE Condition(s) window shown below opens.
- The left pane lists the tasks/requests in the project.
- When creating a child task you can configure a task so that the child task cannot begin until one or more specific events take place. For example, in our “New Employee” example, we have created a task called “Setup Laptop”.
- The task “Install Office” cannot begin until the Laptop has been set up. The “Install Office” task will initiate once the conditions are fulfilled – in this case, setting the Machine Type required Equal to ‘Laptop’. To do this, for the selected task, specify criteria to apply to that event.
- Enter criteria in this window by selecting options from the dropdown lists under Criteria. Add additional criteria using the Add button if necessary. Click OK to save the criteria.
From the Notification tab, requests in a project template can be set to generate alerts or send text messages, email, and reminders.
When you configure a notification, it will be saved as a template for other projects or business rules. If templates have been previously created, they can be selected from the Existing tab in the window.
- Enter a Name for the alert template.
- To select the alert recipients, highlight an item and click on the Assign button, or double-click on an item in the Select from field, which will move that item to the Alerts will be generated for field.
- Click on the Save icon in the Toolbar to save changes.
- Enter a Name for the text message or email template.
- Select the To and CC recipients using one of these two methods:
• Click on the To or CC button to select specific users.
• Click in the To or CC field to set the cursor in the target field then double-click on a To/CC Variable. Using variables helps send email or text messages to all administrators, all Dispatchers, or other ServicePRO users.
- Enter a Subject for the message.
- Click on the Add Trace Memo checkbox to have the system log a memo in the request indicating that a text or email message was sent.
- Enter the message in the Body text field. Double-click variables to use them in the message.
- Interval (for example, 0 days, 2 hours, 0 minutes),
- Interval and Time (for example, 2 days after run date at 9:30 AM)
- Date and Time (for example, 06/30/2004 at 9:30 AM).
- Select the occurrence of the project by selecting the daily, weekly or monthly radio button.
- Set the frequency of this project to occur once at a specified time or at a timed interval.
- Specify a date range for which this project should be launched.
- If these settings have been previously configured and need to be removed, click on the Remove button to delete the recurrence configuration.
- Select a Template from the Template List in the left pane.
- Use the toolbar icons to perform the following tasks:
- Create Project Request—Create a project request from the selected template.
- New—Create a new project template
- Edit—Edit the highlighted project template
- Change Status—Change the status of a project – Published, In Draft, or Deactivate
- New (Folder)—Create a new folder in the Template List
- Select a Service Request.
- Click on the Project icon of a service request.
- Select New Child Request from the drop-down.
- A request will be launched in update mode. Click on the Save icon when the request is completed.
- A prompt will appear confirming the request has been logged.
- When viewing this request, a project structure will appear in the left Project pane as shown below:
- Inherited – Inherit the parent request’s field properties; the field can be changed independently from the parent request.
- In Sync – Keep the child request’s field selection in sync with the parent request’s fields. This means when the Parents’ field properties are changed, the same field will change accordingly for the Child Request.
- Select a Service Request from a listing, or update it.
- Click on the Project icon from the Ribbon Toolbar.
- Select Add Folder from the drop-down.
- A name entry form will appear, prompting you to type the Folder’s name. Type the name and hit OK.
- The new Folder will be visually displayed in the Project pane, indicating you have added it.
- When a Folder is selected, you can add New Child Requests or Folders to it.
In ServicePRO, you can merge a child request to a parent request at any time by completing the following process:
- Click on the Project icon on a request.
- Select Merge from the drop-down.
- The Merge window prompt will appear. This window allows you to filter requests by the following options:
• Requester Company
• Requester Organizational Unit
• Advanced Find
• Request Number
Use Advanced Find for additional criteria.
- When you have selected the desired filter, specify a Date Range to further refine results:
- A list of requests will appear by the search filter selected. Highlight and click on the request to be merged.
- Notice the Hierarchy Details for Request panes at the bottom of the window. The parent request will appear in the left pane.
To merge a request, select and drag the child request to the parent request.
- When the request appears as a child request of the parent request, click on the Save icon to save the parent-child relationship.
- When the request has been merged, the tree structure of the request will appear in the left pane of the Project tab in the Request Details or Request Update window.
- Select a Service Request
- Click on the Project icon of a service request.
- Select Rearrange Current Project from the drop-down.
- The Rearrange Project window opens.
- Select the request you wish to move, and drag it into the folder you want, as shown below.
- A request that has been moved will be displayed in red font.
- Select the Save icon to save your changes.
- From the Project pane, highlight a request in the tree structure to select it.
- From the Project icon in the ribbon, select Split From Project.
- A message appears that the request has been disassociated from the project.
NOTE: A parent request cannot be closed unless all child requests have been closed. To re-open a child request, the parent ticket must also be opened.
- If user designing the project template has not filled in all required fields, they will be prompted with a warning when saving the project template.
Please note that when creating Project Templates, required custom fields need to be set, regardless of whether or not the End User has permissions in these fields. This is mandatory in case the fields are ever enabled for End Users, and ServicePRO will not automatically validate if this custom type is used in a template previously unavailable to End Users.
- If a new required field is added to an existing Service Type, and this Type is used in a template available to End Users, it is the responsibility of the Administrator to update and validate all templates using this Service Type. While creating or editing Project Templates, if the child task’s Request Type and Folder combination differs from the Parent Task’s, the category options ‘Inherit’ or ‘In Sync’ will not be available in the Child Task. This is done to avoid mismatches between types, folders and categories for Child Tasks in Project Requests.
For example, the following changes will occur when the root Project Request category is set to [Not Selected]:
- In both Create and Edit template modes:
- ServicePRO will not allow Child Request tasks to inherit the [Not Selected] Category if the current task’s Folder and Request Type do not match the Parent Request task’s Folder and Request Type.
- Whenever a Folder or Request Type of a Child Request task with a category set to either [Inherited], [InSync], or [Not Selected] is changed, and is now different from parent task, [Inherit] and [InSync] options will be removed from the Category dropdown list, and the Category will automatically be set to [Not Selected].
- In Edit template mode only:
- When a task in the Project Tree is selected, if the newly selected task is assigned [Inherited], [InSync] or [Not Selected] categories, but the Folder and Request Type settings do not match the parent request’s settings, then categories will automatically be changed to [Not Selected], and [Inherited] and [InSync] options will be removed from the category dropdown.
- When saving an existing template, another check will be performed to find out if there are any [Inherited], [InSync] or [Not Selected] category selections in Child Tasks where Folder and Request type do not match with the Parent’s. Users will be informed with a message stating “The following task categories cannot be Inherited/InSync from parent because of mismatch with parent Folder and Request type”.
When creating a new template from an existing, there is a choice on “How to handle notification templates (Alert/Email/Pager/Reminder):” and two options are listed below.
Option 1: Create a new copy of notification templates.
Option 2: Use existing notification templates.