To Log a Request

Workflow templates may have request submission forms linked to them. Selecting the Log a Request option displays all the submission forms to which you have access. Access to submission forms is determined by access to the linked workflow template. If your VMware Service Portal security role has access to a workflow template, you will have access to the corresponding Portal submission form.

Some fields may be mandatory. They are indicated by an asterisk. Text fields may have mandatory or default text entered. Ensure that all mandatory fields have been completed.

Mandatory dropdown lists or multi-select lists will not initially display a default value. Q/D fields will not initially display a default value, regardless of if they are mandatory or not.

Logging a Request

To log a request using the standard request page, follow these steps:

  1. Select the Log a Request menu option. The Log a Request, Change Management page is displayed.

The Log a Request, Change Management page lists several templates. Each template has a different workflow as well as different defaults.

  1. Select a template for your request. The Log a Request page is displayed.
  2. In the Request Service field, type the name of the service for the request you are logging, or click the search button to display the Service Search page.

a.       On the Service Search page,

b.       Select to Search Within your services or all services.

c.       Or, enter a Service reference number or part of a service reference number in the Service Ref field.

d.       Or, select a Service Type from the drop-down list.

e.       Click . Services are displayed in a summary format.

f.        Click to select the service. You are returned to the Log an Request page.

  1. Click in the Type field and select an Incident type from the list. If a sub-type is defined for the type selected, a list is displayed from which to select. Select a sub-type from the list. Further sub-types may appear if they are defined for the selected sub-type.
  2. From the Priority list, select the priority for your request.
  3. In the Description area, type the details of the request you are logging.
  4. If configured, you can select the Send Email or Send Pager option for the request.

Send Email will send an email message to and Send Pager will transmit a paging notification to the officer to whom the request is assigned.

  1. If you have screen shots or additional information relating to your request contained in a file, you have the option to attach the file to your request. To attach a file to your request, use the Attach File option. Click Browse…. The Choose File dialog box is displayed. Select the file you want to attach, and click Open.

Attaching a file is also known as attaching an object. You can also attach an object to the request at a later stage by selecting the Attach Objects to Your Requests menu option.

  1. From the Forward To list, select the support officer or group to whom your request should be assigned. If an officer or group has already been specified in the template, this field does not appear on the page. However, if a recipient has not been specified in the template, you must select one here. This is a mandatory field, and unless completed, the system will not enable you to proceed.
  2. Click Submit to submit the request. The request is forwarded to the selected support officer or group you selected in the previous step. Once you have submitted your request, the system will display an acknowledgement with the Request No and a summary of the request that you logged.  

-OR-

To defer the form for later submission, click Submit Later. If an object is attached or a service is selected on the form, the object will be uploaded and the service linked when the Submit Later button is clicked.

Note that if you select Submit Later, the value selected in the Forward To field will not be saved. If the officer or group is specified in the template, this field is hidden and not updated until submitted. If not specified, when you re-open the form for submission, you will need to select a officer or group to forward to again. The object/service will be displayed as a hyperlink when the form is re-opened.

When the Submit Later button is clicked, the details of the fields you have completed are displayed and the link Edit/Submit this Request is displayed below the fields. Click this link to re-open the submission form. Alternatively, this form can be accessed from the Home page under Your Requests, or via the Review Past/Current Requests page by selecting the Not Submitted option.

Officers linked to customers can log on to the Portal and log Requests on behalf of the customer. However, they cannot action associated approvals even if these are assigned to them. They can only view these approvals via the Request itself.

 

Any Request logged via the VMware Service Portal will automatically send an email confirmation to the Person who logged the Request.