Process requests overview

A process request is a ticket that contains information about an IT requirement.

The Process Requests application is flexible enough to be used by people with different intents and purposes. Each process manager controls the flow of process execution for the requests associated with the process manager. The association between the process request and the process manager is primarily controlled by the process manager type and classification settings on the process request. There is no programmatic checking in the Process Requests application to relate the process manager type with the classification. This association is expected to be checked in the process manager master workflows. If no process manager identifies the request for processing, you will get an error. Since the Process Requests application is intended to be used by trained IT professionals, you are expected to know which process manager is associated with which classifications. It is assumed that this correlation is likely to be unique for each customer. Therefore, it is your responsibility to ensure that your process request master workflows are configured properly for your requirements.

Consult the documentation for the individual process managers and your corporate policies to determine the values to select for process manager type and classification. Some process manager applications require that you also specify target CIs in your request. A mismatch between the values specified and those needed by the individual process managers may result in a message about the request not being handled by a process manager when you submit or accept the request.