Create a Process Request when resolution or investigation of the issue described in a
ticket record requires the control of a management process to safely implement changes without
adverse impact to the IT environment. Process managers, such as the Change Management component,
must be installed to provide the software controls that guide the process request to
completion.
When you create a Process Request from a ticket, a new Process Request record is opened in the
Process Requests application. Information from the ticket record is copied to both the
Process Requests tab and to the Related Records
tab of the Process Request record. Information from the Process Request record is copied to the
Related Records tab of the ticket.
Your or a Process Request analyst must complete the Process Request record before it can be
entered into the appropriate process management workflow. For example, a process manager must be
specified in the Process Manager Type field on the record.
After the Process Request is reviewed and accepted, a record is created in the appropriate
process management application (for example, the Changes application for a Change Request) and
also in the Work Order Tracking application. These new records are populated with information
from the Process Request.
For more information about working with Process Requests, see the Process Requests application
help.
To create a Process Request from a ticket:
- If you want to create a Process Request and let a Process Request analyst complete the Process
Request record, follow these steps:
- Display the ticket record from which you want to create the Process Request.
- Select the action.
The new Process Request record, populated with information from the ticket, is created
in the Process Requests application. A message on the ticket record indicates that the Process
Request has been created, but the record is not displayed. A Service Request analyst reviews
and completes the record.
- If you want to view and edit the Process Request record after you create it, follow these
steps:
- Display the ticket record from which you want to create the Process Request.
- Select the action, or click the Route Workflow icon on the
toolbar.
The Start Workflow dialog is displayed.
- In the Process drop-down list, select the choice to create a Process Request.
Optionally enter a message in the Memo field.
- Click OK.
The new Process Request record, populated with information from the
ticket, is displayed in the Process Requests application. The value in the Process
Manager Type field is UNDEFINED.
- Select a process manager from the Process Manager Type dropdown list. For example,
select Change to initiate a request for change (RFC). Select Configuration if
the request involves a configuration management process, such as auditing configuration
items.
- Fill in other fields as appropriate.
- Click Save Process Request icon to save your changes.
- Click Return to return to the ticket record.
Information from the Process Request record is copied to the Related
Records tab of the ticket. From this point, a Service Request analyst can review
and approve or reject the process request. After approval, a record is created in the
appropriate process management workflow.