Searching for Requests
ASM Core enables you to search for open and closed requests using a variety of search criteria. This search function includes the ability to select both high- and low-level criteria to filter your search. You can, for example, search for requests logged by a particular analyst, for a specific client and after a certain date.
Quick Search for Requests
If you know the number of the request you want to view, use the Quick Search fields on the toolbar:
Select Request in the first drop-down field.
Type the request number in the second drop-down field.
Click Find. The Request Details window for the corresponding request appears.
Full Search for Requests
Select ≡, Search and then Requests.
In the left hand pane of the Request Search window, specify the search criteria. You can add more criteria by selecting the button and configuring your search criteria.
The following criteria are standard on Request Search windows:
Request State
You can search for Open, Closed, Authorized, Not Authorized, Implemented, and Not Implemented requests by selecting the options at the top of the Request Search window. The default options selected for the search are Open, Authorized, Not Authorized, and Implemented requests.
Request Dates
You can search for requests (in any state) within a specific date/time range, combined with the parameters including date created, last actioned, or date resolved, etc. Select the dates in the format defined by your administrator, then specify whether the search should be based on the following date parameters:
Type
Select the Type associated with a request, and base your search on this field. Options are available to select top-tier types and/or select intermediate tiers also. A top level tier can be selected without having to select any or all of its tiers. All requests with the defined request type will be displayed in the results.
To view only top level request types, select the Equal option. This will display a list of top-tier request types defined on your system. Where there are intermediate tiers associated with the top tier, these can be viewed and selected using the Equal + Below option.
Completion Status
You can search for requests based on their status. You can select more than one status to include in your search.
Request User
Type part or all of the user's name, and press Enter.
If there is only one match, the field is completed. If there are several, a list of matching user names is shown, from which you can select one. Alternatively, use the search function to search for and find the user.
Request Organization
Type part or all of the organization name and press Enter. If there is only one match, the organization appears. If there are several, a list of matching organizations is shown, from which you can select one.
Alternatively, type % and press Enter to see all available organizations. You can add new organizations from the window that appears.
Once an organization has been selected, select one of the following options:
Equal to include only those requests that were logged against this organization, not including any of its subsidiary organizations. For example, if Head Office was selected, only requests relating to users and/or CMDB items linked to Head Office will be displayed.
Equal + Below to include all requests logged against this organization, and any of its subsidiary (child) organizations. Once again, if Head Office was selected, requests relating to users and/or CMDB items linked to Head Office will be displayed, as will the requests for all organizations linked to this parent.
Request Priority
Use the drop-down list to search for requests with a specific priority.
When you have specified one or more criteria, select Search at the bottom of the pane. The matching results are displayed in a browse table in the results pane. Each column of the Results browse table corresponds to a request attribute, such as Request No., Priority and Description. Click a column heading to sort the results by ascending or descending order.
To view the results as a graph, select the graph icon from the toolbar.
You can view or action a request by selecting it and selecting the Action icon or double-clicking the item. Depending on how your system is configured, double-clicking a request in the browse table either opens it in Review mode or in Action mode.
If a request is currently open and is being updated by another analyst, you cannot take action until the locking analyst releases it either by deferring it, cancelling it, or forwarding it. If a request is completed, you will have to reopen the request and take action on it to make any changes. By doing so, you are effectively taking over responsibility for the request.
Viewing Results as a Forward Schedule of Change
The Request Search window enables search results to be displayed in a calendar format called the Forward Schedule of Change, or Change Schedule. This view can be used for example to:
Determine scheduling windows for proposed changes
Examine previously implemented requests and changes to allow for problem management
Book short-term requests for equipment.
In the Request Search results table, select from the toolbar. The Forward Schedule of Change window displays a one month calendar. The upper left of the calendar shows the month and year being viewed. The left and right navigation arrows move the view to the previous and next month. Using these arrows, you are able to view the calendar outside of the selection criteria date range.
From within the calendar, you can complete the following details:
Change Calendar
The drop-down menu shows Change Calendars which allow for organizing changes into various types of equipment, systems, or regions suitable for your configuration. When a Change Calendar is selected, only those changes related to that calendar are shown.
When Change Calendars is selected to be partitioned, the Change Calendar drop-down will only show Change Calendars created under the partition selected in the Partition drop-down in the search criteria options. Month and Day views will show only Change Windows created for the selected partition, even when the ALL option is selected.
Holiday Calendar
The drop-down menu allows you to view public holidays on the calendar so that they can be considered in setting requests for changes. Various holiday calendars can be set to show holidays in different countries. Holidays are shaded with a light blue background in the calendar.
Each day shows Change Windows at the top and scheduled requests in the middle, shown as a horizontal bar spanning the start and end time scheduled for the Change Window or request. If an item spans more than one day, arrows on the left and/or right of the horizontal bar indicate continuation into the previous or next day. The bar may be overlayed by a bar spanning from a previous day.
Hover over a request or Change Window to display a tool tip showing details of the item. If the request or Change Window spans more then one day, the horizontal bar showing the time span will expand to show the length of the request or Change Window.
On this tool tip, Status refers to the request status (not to its physical status), and Owner refers to the request manager.
Double-click any request to display the Request Details window for that request.
Click the hyperlink text “CW” or “Req” at the bottom of any day where a Change Window or request is set up to display the Day view. This shows the Change Windows and/or requests for that particular date. Left and right navigation arrows at the top left move the Day View window one day forward or back.
You can use any Search Criteria to affect which items appear in the Forward Schedule of Change window, for example, restricting the Type to just show Standard Changes.
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