When a cart or request is submitted, it enters the approval and subsequent fulfillment phase. Your service provider can determine the business processes for approval and fulfillment of the services and service options in the catalog. During approval and fulfillment, it is likely that a person is assigned an approval or fulfillment task.
If there is a request approval or fulfillment task assigned to you or to a group of which you are a member, you may receive an email notifying you that a task has been assigned to you. You can also view the requests which have an approval or fulfillment task assigned to you by viewing your Pending Action list. To view your Pending Action list, click the Pending My Action link in the Request Lookup section of the Requests window.
Note: This section of the Requests window also displays how many requests are waiting for you complete an approval or fulfillment task.
The Requests Pending Action list displays the list of requests which have an approval or fulfillment task assigned to you. You can optionally filter this list of assignments by your user name, your group name, or all.
The Requests Pending Action list displays these fields:
Using the Requests Pending Action list you can:
The ability to transfer or delegate requests pending action is especially helpful when the user originally assigned to approve or complete the request become unavailable due to emergency, illness, vacation, or another reason. Similarly, the ability to take and return requests pending action to a group queue (if one is used) helps maintain a balanced workload among team members. Together, these abilities help all users within your organization work together as a team to complete requests in a timely manner, even when challenges occur that require changes in plans.
Request administrators can search for all requests, including requests assigned to other users. Request administrators have one of the following roles: Service Delivery Administrator, Super Business Unit Administrator, Administrator, Catalog Administrator, and Request Manager. If the requests are already assigned to a user for approval or fulfillment, administrators can either complete these requests or transfer them to other users, including themselves.
For a complete list of rules for handling request pending action, see Rules for Requests Pending Action.
During the approval or fulfillment process, requests may occasionally become stuck, typically due to system error or user error. Here, stuck means that the request has been approved for promotion to the next level, but nonetheless remains in its current status. When automatic retry is enabled, in rare cases, requests can remain stuck even after all retries have been attempted. To improve the efficiency of request management and reduce system load, it is recommended that you override, retry, or ignore stuck requests as soon as you become aware of them. For details, see Ignore, Retry, or Override Alerts.
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