Request Management
A Service Request is a formal request raised by a user for information, support, access to IT, or something new to be provided. In Infraon, service requests are called "Request." Request Management is the process responsible for managing the life cycle of requests. Request Management aims to support the agreed quality of service by handling all pre-defined, user-initiated requests in an effective and user-friendly manner.
Infraon's Request Management module enables users/organizations to achieve their goals through the following steps:
Request Recording - This is the first step of request management. A user identifies the need for a service and formally requests it through the request management portal. Requests can be raised through the following channels:
logging a request through the portal
sending an email to the service desk mail address
calling the service desk helpline number
Classification & Organization- Though requests can be identified and recorded by anyone (agents/technicians/end users), it is the responsibility of the service desk agent to classify and organize them appropriately. Requests have a type and classification.
Initial support- Once identified, based on the simplicity of the service requested, the service desk technicians can offer initial support to the requester.
Escalation - If an agent feels that the request is more of a ticket and impacts a service, he can convert it into a ticket and assign it to the appropriate team.
Resolution - Resolution provides the information requested by the requester, new hardware provided to the requester, and so on.
Closure- The service desk technician adds a note and marks the request as Resolved. A request is considered closed only when the requester agrees on the resolution given.
Request Transfer state
In addition to these, Infraon also covers request ownership, monitoring, tracking, and communication throughout each request's life cycle.
Requests are managed through the "Request" module. They can be raised by service desk agents or end-users, referred to as requesters. Requests follow multiple state(s) and status(es) throughout their life cycle.
Request Logging: State Open, Status New
Request Categorization: Status Assign- Categorize Request Type, Service Classification, Priority, Followers, Tags
Request Diagnosis: State In progress, Status Analysis
Escalation Functional: State In progress, Status Escalated
Resolution: State Resolved, Status Waiting for closure (Provide Resolution)
Closure: State Closed, Status Completed(Update closure Category, Closure Note
State and Status
The status of a request is based on the state of the request.
State
Status
Status Scenario
Open
New
When a request is newly logged.
In Progress
Analysis
When the request is in progress, and the technician is performing an analysis of the request.
In Progress
Escalated
When the request is in progress and is being escalated due to missing or incomplete information.
On-Hold
Pending for User Input
The status can only be "Pending" when the request is kept on hold while waiting for user input.
Resolved
Accepted
When the request is resolved, and the customer accepts the solution. Once the customer marks it as accepted, the request will be automatically redirected to Formal closure with the State marked as Closed.
Resolved
Resolved by Event
When the request is automatically closed by an external event.
Resolved
Waiting for Closure
Information is to be updated when the request is resolved and is waiting for closure.
Customized Status(es) can be configured from the "Workflow" module to suit the requirement.
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