Supported by the GlobalNOC at Indiana University

Network-Request

Keywords: Network Request, task, Ticket

 

GlobalNOC – New Network Request – Service Now 

The following defines a New Network Request and documents the process flow and proper handling of a New Network Request within the I-Light network.

New Network Request: Any request for new configuration or an update in configuration for an existing I-Light member.

 

Anatomy of a New Network Request 

A New Network Request, in Service-Now, is abbreviated as REQ. An REQ has an underlying structure that organizes the goals and actions for completing the REQ.

REQ: Highest level entity of the New Network Request. REQ is the first record created when a Member requests new configuration or updates to configuration within their existing infrastructure.

Request Item (RITM): RITM(s) are subcomponents of the REQ that specify individual goals necessary to complete the REQ.

Task (SCTASK): SCTASK(s) are subcomponents of the RITMs that identify the specific actions needed to fulfill the RITM. Network Engineering will deal mostly with SCTASKS.

NOTE: Currently, REQs, RITMs, and SCTASKs have a 1-to-1 relationship. When a REQ is created, a corresponding RITM and SCTASK will be created automatically. In terms of I-Light Network Engineering REQs, for the time being, there will only be one RITM and one SCTASK that correspond to any given REQ.

Swimlane Process for Network Requests

Swimlane

Creation and Assignment of a New Network Request (REQ) 

Creation:

REQs are created in one of three ways:

-       Member creation via the Network Request Web Form

-       Service Desk creation as a result of a phone call or email received from a Member

-       Engineering Creation directly in Service-Now

Assignment:

After a REQ is created, the corresponding RITM and SCTASK will automatically be created. The SCTASK is then assigned to a network engineer via round-robin.

Once the request is completed, network engineers will focus on completing the SCTASK.

How To: Engineering Creation directly in Service-Now

  1. Log into Service-Now
  • Select your Organization – example: TOP/NORMAL-ACCESS/I-LIGHT

 

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       2. Use the “Filter navigator” to find the Requests menu

  • Filter for Request
  • Under Service Catalog select Requests

 

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       3. Open a new Request

  • Use the blue, New button to start a new request.

 

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       4. Select the organization for this request.

  • Choose the organization where the requested updates/changes will take place.
  • In this example, I-Light will be used.

 

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       5. Select the type of request

  • This article is specifically about Network Requests
  • Choose Network Request

 

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       6. Complete the Network Request form:

  • Complete the Network Request form. Be sure to complete the fields that are marked with a red asterick – these are required fields. When the field has been completed, the asterick will turn gray. See example.
  • I’ve left the request description field incomplete to illustrate the red vs gray asterick. Please complete all required fields before clicking Submit.
  • NOTE: Quantity will always be “1”.

 

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Request successfully completed.

NOTE: Remember, the request we just created was an example of direct creation in Service-Now. Members and the SD can also create these requests which will result in RITMs and, most importantly, SCTASKs being assigned via round-robin.

Now that the request has been submitted, the RITM and SCTASK will be created and the SCTASK will be assigned to a Network Engineer via round-robin.

 

Maintenance and Completion of an SCTASK

You should now find that you, or a colleague, have been assigned a new SCTASK. The following will introduce SCTASKs and instruct engineers on how to maintain and complete the SCTASKs assigned to them.

Below you can see that there are two SCTASKs assigned to members of the NetEng team. One of these tasks is the task that was created from our Network Request example:

 

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How To: Updating and Completing an SCTASK

       1. Open the SCTASK by clicking on the SCTASK number.

 

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       2. Review and Update SCTASK Details:

  • Review all attributes and update as required.
  • Be sure that the required categories are appropriately filled out. Update Short description and Description to describe the work being done in the SCTASK.

 

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       3. Review Variables to understand your SCTASK

  • Review the Contact Information to determine who made the request and how you can contact them for follow up.
  • Review the Request Details to understand what needs to be done to complete your SCTASK.

 

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       4. Track progress in Activity Log

  • As you work through and make progress on your SCTASK, please post updates using the Work notes (Internal) section. After completing a note, use the Post button to add it to the Activity Log.

 

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       5. As you continue to make progress within your SCTASK, continue to update the Work notes (Internal).

 

       6. Saving progress in an SCTASK

  • After you’ve reviewed and updated your SCTASK, you’ll want to Save and/or “Update” the SCTASK to solidify your changes.
  • There are two buttons that allow you to solidify your changes. These buttons, Save and Update, are located at the top right of your SCTASK window and also down below the Activity Log and Closure Information tabs.
  • Save: This button writes your changes to the SCTASK and then keeps you in your current view so you can continue to work on the SCTASK.
  • Update: This button writes your changes to the SCTASK, however, it then takes you out of the SCTASK and to the previous page you were viewing.

 

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       7. Update Next Action Item & Next Action Date/Time

  • After you reviewed and or updated your SCTASK, please take some time to update your Next Action Item. This is the next action that you plan to take the next time you visit this SCTASK.
  • When updating your Next Action Item, also update when you plan to take this next action with the Next Action Date/Time.

 

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Continue to work on your SCTASK, repeating steps 4 - 6 until the SCTASK has been completed. Once completed, move on to step 7 to close out your SCTASK.

       8. Closing an SCTASK

  • In the SCTASK details, at the top of the page, change the State of your SCTASK to Closed [Complete, Incomplete, or Skipped].
  • Next, scroll down to the Closure information tab at the bottom of the SCTASK page.
  • Complete the Close notes and select an appropriate Close Code (required once the state has changed to Closed)
  • Then, Save or Update.

 

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Your request has been completed.