Request Fulfillment Guide

Creating the Request by 2nd level Support:

1. Access the link https://bsmhpsmpreprod.ebsafrica.com/SM/index.do

2. Login into SM as Request Analyst

3. From system navigator click on Request Management

4. Select Create New Request

5. Select the Request category “Generic Request

6. Select the Subcategory and Request Model

7. In the new Request pages ; Fill the below fields and click Save
- Title
- Description
- Assignment Group
- Impact
- Urgency
- Expected Finish Date

8. Click Save

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An Email will be sent to the whole Assignment Group members

9. Click Submit For Fulfillment

Fulfill the Request

In the Request Fulfillment process, the process steps and activities indicated are executed by the
assignment group/person to fulfill the request. Once the Request processed ;

1- Fill the Solution Field and Click on Review

You may add tasks here and assign some activitis to other goups \engineers
The RF will move to Review Phase

Review the Request

After a request is fulfilled, the accountable person should review the fulfillment result including the fulfill
ment costs, whether the fulfillment activities are in line with Service Level Target, and so on.

In this phase you should check with requestor to check of the request fulfilled completely or not

1. If Not Click Back to Fulfill and you will be back to Fulfillment phase

2. If Completed click Close

3. Fill the Closure Code and Closure Comments

4. Click Finish

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Upload Attachments
1- From the incident screen scroll down to Attachments Tab

2- From Request Attachments click Add Files..

3- Select and double click the file you want to upload to support your ticket details

4- If you want to remove the uploaded file; click the check box for it and click on remove

Escalate the Interaction to Request by Service Desk Agent

1. Login to the Service Manager as Service Desk Agent (SDA) and Select Create New Interaction

2. Select the interaction Category to be request for administration  Access Revoke Access

3. Fill other mandatory fields

4. Fill assignee and change the status to work in progress

a . If the Interaction needs no action from Service Desk Group you have to Escalate it directly now to 2nd level
support and Create New Request Record

5. Click on Escalate button

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6. Now form the New Request Wizard you can

a. Create New Request Record (Red Rectangle)
b. Search Solution Candidate from existing (IM,RF,PM) regarding matching of (title, description,
Service ,CI) (Yellow Rectangle)
c. Relate to existing (RF,IM,PM) (Green Rectangle )

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7. Click Create New Request

8. Select the Request Category , Subcategory and Model

The New Request page will open and the most of the fields will be filled from SD ticket

9. Fill the Assignment Group name and click Save and complete the above process.

If the Interaction needs action from Service Desk Group you have resolve it first then create the Request
form related Record Tab

- From SD related record tab select the Link Type (Related Request) then Click Link New Record

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- Select the Request Category

- Fill the remaining mandatory fields
- Click Save