Remedyforce Service Request tips

Remedyforce has powerful service request module. Incident is break fix while service request is something you do not have and would like to have. These are predefined,dynamic forms which could be exposed to Remedyforce self service.They can go though approvals and can create fulfillment or tasks

Few Common Examples:

New Hire
Laptop request
Phone request
Access Request

Designing and planning service requests:

Get the layouts/flows in Visio, word. Plan service request module.  Prepare for areas where you can move manual forms to online. Brainstorm the stake holders. If replicating form old system or web ,take opportunity to improve these.

Service request Category:

Every service request is associated with the primary category.Service request are listed based on categories on self service so make sure that you select appropriate categories for service request. This will increase the usability. Try not to create children and link service request at the top level. Remember you can keep service request category separate from Incident Categories.

Service request inputs and mapping:
Mapping of service request inputs to templates is very crucial.

For example instead of clicking on icon next to service request on the form you may like to map all question and answers in another  custom filed like “Request Details” on incident form instead of description. This way you keep description field intact for “work instructions or troubleshooting” which could be populated with fix work instructions/explanation in template.

Make sure you check “Prefix the Prompt/Question to user input mapped to Text Area or Long Text Area output fields”

Service request inputs would always be on the console form for reference. Easy to read.

Mapping of data on the tasks

You should map appropriate content or all details on tasks which are invoked from the service requests.This way you can make it very simple for the task owner to get all details without going to primary incidents all the time.

Use invoke task option

You can utilize the invoke template function for just creating tasks based on inputs selected.For example you may like to create the task for “Desktop” only when desktop is selected

Use the dynamic functionality of service requests:

Remedyforce service requests provides powerful functionality of showing the next set of questions based on previous question. This way you can prompt user with all the questions. Making the form very dynamic.

Use pick lists instead of check boxes:

Check boxes store the values as True or False so possibly use the pick list which can be used for the same purpose with Yes and No. Also check boxes cannot be made required using service request configuration.You can always map them to a custom Boolean filed and right a validation rule

Reporting:

If you would like to report on the data make sure that you create custom fields in incident object and use the mapping. Plan what you want to report on.

  • Incidents with service request report type.
  • Request Detail Inputs

Approvals:

Service request can be submitted for approvals.

  • If you select the “Automatically submit the record for approvals”  on service request configuration  then make sure that you check “approved” check box and set it true in your Final approval steps or your approver process.
  • Also make sure that Record Creator is part of initial submitters.
  • Associate task templates directly to incident templates if they could be created without approval and you need some to be created after approvals.

Tasks Templates:
Make sure that task templates have appropriate work instructions and owner.Follow the standard in naming your templates – You will have lot of task templates. if you follow the standard naming practice , it will be easy to find and change if needed.

Task and Incident hyperlink:

Add hyperlink Link to and service request on tasks. Add link or Incident from task form. This way task owner can open the incident in a click.Filed sets > launch incident or formula

Ordering task execution:

If you need to execute child tickets in specific order then use order execution.

Example – For new hire process you may not like to create configure laptop task unless active directory account is created. The Service request has a feature called as execution order this way you can set the execution order or task and the next task would be only created if first one is closed.

Look up fields and look up filters:

This is one of the greatest feature where you can  use look up fields for example manager for approval could be look up to “user object “ and then use look up filters to reduce the list instead of showing all users

Recommended work flow rules:

  • Service request created
  • Service request closed
  • Service request re-opened
  • Notify owner when last task is closed

Do not forget to update the time in service request template, it shows time in GMT

Use below

<tr>

  <td >Open Date:</td>

  <td>&nbsp;<apex:outputText value=”{0,date,MM/dd/yyyy h:m a}”>

    <apex:param value=”{!relatedto.BMCServiceDesk__openDateTime__c – (5/24)}” />

   </apex:outputText></td>

  </tr>

 

Surveys:

You can create a separate survey layout for service requests.

Formatting the layouts:

Use appropriate headers to separate form sections. Remember you can also use “header” type filed just to show message. Take advantage of “display in second column”

Use of icons on service request:

Make sure you add appropriate icons for service request, this way form will be more user friendly and self-service can actually recall the forms by looking at that picture

 Common service requests in self-service:

Take an advantage of common service requests feature on self-service by adding them based on usage or popularity.

Preview and instructions:

you could us preview and instruction to give more details on what had to be done on the form

Service request based on business services:

Can use suggested service request option based on business receives linked to logged in user .

Service request entitlements:

They are very crucial on what should be shown to whom. For example termination or HR forms should be shown to only hiring manager or Human resources team. Make use of Service request sharing based entitlements

Options in service request configuration:

So not forget to check instructions, Attachments on the service request configuration.

A client or an account can be associated with multiple services. Similarly, a request definition is linked with a service. The associated service request can be searched on the basis of client or account services

Creating service request from console:

Remember staff can create service request form Remedyforce console if they get a call. They will have to select client id and all other required filed, then select service request in request definition filed and hit Save. This will give a form to fill out. This is like submitting the service request on behalf of some one.

Service request on self-service app:

Service request are also available on RemedyForce self-service app. Take advantage of mobility.

 

 

Advertisements