The actual fulfillment of a request depends on its nature. The service
desk staff may be able to fulfill a request, or the request may need to be sent
to an outside group for completion.
After the request has been approved, it moves to one of the following
Fulfillment, where the assigned fulfiller is responsible for
overseeing the closure of the request.
- Fulfillment Queue, where the request remains
until a member of the fulfillment group takes ownership of it.
Fulfillment state, there are different options
available to the fulfiller to complete the request. The fulfiller can choose
- Resolve the request, completing the request
and closing the issue. At this point, the fulfiller can update the
Request Cost field with the actual cost.
- Request Info, which sends the request back to
the submitter to gather more information.
- Create a Task to open a subtask in the Service
Request Task workflow in Service Requests. The Service Request Task workflow is
a simple workflow with two main states, In Process and
Closed. The request stays in the
Fulfillment state while the subtask is being
completed. Examples of subtasks include placing an order with a vendor and
acquiring an access fob. Once the subtasks are completed, the request moves to
Task Completed state where the fulfiller can
close the request. The subtasks related to the request can be seen on the
- Reassign the request to another fulfiller or
move the request back into the group queue.
- Recategorize the request, moving it from this
project to another.
Fulfillment Queue state, the
Assign option is used to specify the primary owner
of the request.
Depending on the fulfiller's privileges, the following transitions may
also be available:
- Convert to Incident creates an incident in the
Incident Management application.
- Delete deletes the request.
The completed request moves to the
Copyright © 2012–2015 Serena Software, Inc. All rights reserved.