Pegasus: Request Management Requester Training

Training includes the following. High Level Overview of Request Management How to Submit a Request Searching Tasks and Requests Saving Searches/Views Withdrawing a Request Marking a Request as Urgent

High Level Overview of Request Management Pegasus: Request Management High Level Overview of Request Management

When to Use Request Management? Continue to use the existing Incident Management when something is not working correctly (malfunctioning computer hardware, applications, services) Use Request Management to request work or a service to be performed by a Workgroup. Examples: New computer hardware, User access to applications, Enhancement to an application, Project Management Services, Request to setup Request Management, etc.)

Request Vocabulary Requestor Primary Contact Workgroup Request The person who is requesting work or a service to be performed by a Workgroup. It can be someone outside or inside Informatics. Primary Contact A person who is the true owner of the Request in the case when a Requestor is submitting a request on behalf of another person. Workgroup The group that will be performing the work or service identified in the Request Definition. Request Active ticket including all tasks Request Definition Definition of requests including a single task or multiple tasks(workflow)

Request Vocabulary General Purpose Request When Requestors don’t know which request definition to select, they can log a General Purpose Request which will be triaged by the Help Desk to the appropriate Workgroup.

Request Status Terminology Request Status values: Draft A Request has been saved as a draft and has not yet been submitted. Pending Approval If one or more tasks associated with the request require an approval. In Progress A Request is set to In Progress by the Workgroup member working on the request when they have started work. Final Approval After the task(s) have been completed, an email is sent to the requestor to verify that the request has been fulfilled. At this time, the status of the request is “Final Approval”. .

Request Status Terminology Request Status values: Pending Any task in the Context is in any of the "Pending" statuses Reopened When the final approval of a request is denied by the requester, the request is placed in “Reopen” status. Withdrawn When the request is withdrawn it is placed in “Withdrawn” status. Closed When all of the tasks are complete and either the final approval has been received or the request has been in Final Approval status for 8 days, the status of the request is set to “Closed”.

Request Status Workflow

Pegasus: Request Management How to Submit a Request

Most users will land on this page. Click the “SUBMIT A REQUEST” button Most users will land on this page. Click the “SUBMIT A REQUEST” button. Note: Home link on top tool bar will also take you to this page.

Workgroup Specialists will click Requests on the top tool bar and select “Submit a Request” from the dropdown.

Next, you can either search for the request by name or by category.

Under “SEARCH RESULTS”, click on the appropriate request definition. The request type that best matches your search criteria will be displayed here.

You should be presented with the Request Discovery and Submission page You should be presented with the Request Discovery and Submission page. Scroll down to get detailed information related to this request definition.

Once you’ve confirmed that this is indeed the correct definition, click the “SUBMIT THIS REQUEST” button. Note the “ADD FAVORITE” button.

If you click the “Add Favorite” button, the request definition will now be available on your Request discovery page on the left-hand portion of page under “Favorite Requests”.

Next, review any instructions associated with the request forms in the “FORM INSTRUCTIONS” area. Here’s an example…

Then, scroll down and click the “I AM THE CUSTOMER” button if you’re the requester or the “I AM NOT THE CUSTOMER” button if you’re submitting the request on behalf of another.

Next, enter request information. Here’s an example…

Then, scroll down and click the “MARK REQUEST URGENT” button if necessary. The urgent button places a flag on the request record alerting the assignee(s) to the urgent status of the request. You will be prompted to enter a reason for this designation however you can enter at a later time.

Then scroll down and drag any files you need to attach to the request to the FILE ATTACHMENTS area and finally, click the “SUBMIT” button. If you don’t want to submit the request yet, you can save it as a draft by clicking the “SAVE DRAFT” button.

If you save the request as a draft, a link to the draft will be available on your discovery page under “Drafts” on the left.

The email sent to the Requestor and Request Owner contains an active link to the request, short description, requested completion date, and assigned work group.

Opening the request reveals more about its assignment, storage of information, and other options available to the user.

Searching Tasks and Requests and Saving Searches/Views Pegasus: Request Management Searching Tasks and Requests and Saving Searches/Views

To search for requests, choose Requests >> Search Requests.

Enter search criteria.

You can add additional search fields by clicking “OTHER” and selecting them from dropdown.

To save the search, after the search results are displayed, click the “SAVE” button.

Enter name of saved search.

Your search should now appear under “My Saved Searches” on the Search Requests form.

Workgroup Specialists Only: Follow this same procedure to search and save searches on the “Search Request Tasks” form.

To delete a saved search, click on it and then click the blue “x” next to it’s name.

Pegasus: Request Management Withdrawing a Request

It is possible to withdraw a request that is in either “In Progress”, “Pending Approval”, “Partially Fulfilled”, or “Reopened” status. First, search and click on the request you wish to withdraw.

Click on the Red “WITHDRAW” button in the INTERACTIONS area of the request.

Enter reason for the withdraw and click the “OK” button.

This will close the request and any associated tasks.

Marking a request as Urgent Pegasus: Request Management Marking a request as Urgent

Search and click on the request you wish to mark as being Urgent, click the “OTHER” button in the INTERACTIONS pane, and select “Mark as Urgent” from the dropdown.

Enter Urgency Reason.

Marking the request as being urgent will place an orange banner in the request record with the reason.

Conclusion Thank You! This course and related training presentations will continue to be available for your reference here, in The Learning Exchange under the “My Courses” section.