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Scheduled Requests

The Scheduled Requests feature enables Service Manager requests to be generated automatically with a predetermined timetable. For instance, there may be a need to schedule a change to your environment to happen on a weekly or monthly basis.

Topics Covered

  • Accessing Scheduled Requests.
  • Creating a scheduled request.
  • Re-activating an expired scheduled request.

Before You Begin

  • You must have either the Service Desk Admin or the Hornbill Admin role.

Accessing

  • Open Configuration and search for Scheduled Requests.
  • Select Scheduled Requests from the results list.

-or-

  • Open Configuration and select Service Manager from the navigation dropdown.
  • Browse the navigation pane for the Administration section.
  • Select Scheduled Requests.

Adding a Scheduled Request

Details

  • Name
    (Mandatory) Must be unique in name to other scheduled requests. This field is also used to set the summary field of the request.
  • Description
    This information is added to the description field of the scheduled request.
  • Request Type
    The available request types for scheduling are Incident, Service Request, and Change.

    Tip

    Make sure the request type you wish to use is enabled and configured on the service you wish to use.

  • Service
    This field will show the services that the current user supports. Select the service that the scheduled request will be associated with.
  • Catalog
    Select the request catalog item that will be associated to this request.

    Note

    As this is an automated scheduled request, the Intelligent Capture associated to this request catalog item will not be used to capture information.

  • Team
    The team that this request will be assigned to. Make sure this team supports the selected service.

Assets

One or more assets can be associated to the scheduled request.

Scheduling

Recurrence pattern

Select one of the following scheduling options

  • Run Once
  • Run Daily
  • Run Monthly
  • Run Every Period

Next event date

When first creating a scheduled request, set the date and time for when the first event will take place. Once the first event has happened, this field will display the date and time of the next scheduled event.

Expiry Count

All but the Run Once option have an expiry count. This option limits the number of times the scheduled request will run. Independent of how many days or months are selected in the schedule, the schedule requests will stop once this number has been reached. Use -1 if you don’t want to limit the number of times that the scheduled request is run.

Re-Activate an Expired Scheduled Request

After a scheduled request has been completed and there are no more recurrences to create a new request, the status is changed to Expired.

To reuse an expired scheduled request:

  1. Open the list of Scheduled Requests.
  2. Click Update on the expired Scheduled Request that needs to be re-activated.
  3. Update the schedule and set up a new schedule.
  4. Click Re-activate.

Schedule Calendar

A calendar view has been provided as a convenient way to view schedule requests. For each scheduled request, the initial logged request along with its next scheduled event will be displayed in the calendar. To access the calendar, click the Schedule Calendar button.

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