Service Request Form

Tickets Data

For acceding to any service request you have to click on the ID or the topic in the list of requests of the main screen. Once inside, GlobalSUITE® provides us the following options:

• ID: It corresponds with the name or for identifying the service request which has been generated.

• Topic: In this field it’s defined the title of the service request.

• Description: It’s one of the most important points, because through this field it’s possible to specify on which the service request consists.

• Registration date: Date of the communication.

• Type: This field is fixed because it’s a service request.

• Status: It defines if the service request is registered, approved, denied or closed.

• Services: In this field you can associate the services to the request.

All the fields previously identified they will appear in the information which will receive the client in case the service request have been communicated through the Customer Portal.

GlobalSUITE also allows you to define the following information in the service requests:

• Customer/Origin: In case the service request has been opened from the Portal, this field will be completed automatically. If it’s opened manually, the solution allows you to establish the origin.

• Contact: If it has been generated by the Customer Portal, the contact will correspond to the person in charge for generating the event. This field is changeable, and it’s possible to concretize other user which will proceed to inform about the status of the request.

In case it has been generated manually, in this field it will appear on which you have to contact for informing about the status of the event.

• E-mail: It indicates the mail you can communicate the status of the request.

• Alert changes: When you select this options, GlobalSUITE will send an e-mail to the address previously indicated with information about the changes and classifications realized by the request.

NOTE: In case an Emailing group has been created in the section 'Start up/Business Relations', GlobalSUITE allows you to send alerts to a specific group. For this task you have to select the company you want (it must be created in the section 'Start up/Business Relations') and determine if you wish to advice a contact or a group. In case you select the Group, the software offers the possibility for sending to the group that you want to notify the changes in the ticket.

• Impact: It allows you to establish a qualitative value for determining the level of damage which the service request causes.

• Urgency: It allows you to establish a qualitative value for determining the celerity on which the service request has to be solved.

• Priority: This value is generated automatically by GlobalSUITE, making the arithmetic mean of the values established in the fields Impact and Urgency.

In a complementary way to the registration of information, the solution also allows you the following options:

Risks

It offers the possibility to visualize the items affected by the event or values previously defined in the risk analysis. The tasks, which can be done in this section, are:

• Itemss: It allows you to select the item or items affected by the event.

• Analysis: It allows you to select the analysis or several analysis where is valuated the specfic item.

NOTE: An item can be valuated in different risks analysis and with different valuations. Hence there is the need for indicating the risks analysis which we want to load.

• Add Item: Once selected the item, you can insert it in the table.

• Remove Item: It allows you to remove one or several items of the tablew. For this reason you have to select the row or rows yoyu want and click on the button 'Remove Item'.

Once selected the row of the desired item, the table, which is located at the bottom, allows the user to visualize or modify the values defined in the section 'Analysis/Risk Analysis'. GlobalSUITE stands out in red those valuations which have been modified.

NOTE: The platform allows you to simulate how the incident affects to the assest valuated in the section 'Risk Management/Projection & Simulation'

The actions, which can be done in the table,are:

• Restore Threats: It allows you to restore the initial values of the table according to the Risks Analysis. Permite restaurar los valores iniciales de la tabla segun el Análisis de Riesgos realizado.

Employees

• Employees: It allows you to define the employees which will coordinate the treatment of the incidents or problems. It is necessary that these employees have been defined in the option Employees Management before.

Follow up

• Follow up: In this option you can identify any modification or change that has been done in the event

A follow-up of the service request registered it can be sent through the e-mail to those people whom you consider necessary to inform. It’s necessary to specify the e-mails and after that you have to use the option ‘Send E-mail’.

In addition, in case it has been generated manually by the Customer Portal, it will proceed to inform through this media, selecting the appropriate follow-up of the column. Once saved the event, a notice will be generated automatically.

Evidences

• Evidences: The solution allows you to attach any type of file. In case you don’t attach the documentation, it’s possible to carry out a description in the field ‘Evidences’.

Closure Data

Once resolved the service request, GlobalSUITE® allows you to define how you have been proceeded.

• Resolution: This field serves to indicate the methodology through you has proceeded and how this methodology has allowed you to close the service request.

• Closing date: It allows you to indicate the date and specific hour on which the service request has been closed. This methodology, which GlobalSUITE® offers, allows you to measure the time used during the closing.

Inputs & Outputs

The solution takes in account the option that the service request derives from a different event or in contrary this request can generate it. For these specific cases, it exits the following options:

• Inputs: It allows you to determine if the service request previously defined it proceeds

  • Corrective action.

  • Preventive action.

  • Non-conformity.

  • Change.

  • Service Request.

  • Incident.

  • Problem.

  • Event.

  • False positive.

• Outputs: It allows you to determine if the service request previously defined it derives in other event, GlobalSUITE provides the different options which are exposed before.

There are several options that are common in the options Inputs & Outputs.

• Add: You have to select the type of event where proceeds or on which derives for including in the appropriate field. It generates the event in other option of GlobalSUITE, except the cases: Event & False Positive.

• Remove: It remove any event which has been added before.

• Associate existing ones: In case the event has been created before, this option allows you to look for the event in a way that you can allow you to associate the appropriate service request.