Gridpro AB
Rev: 2.10.7509 (SCSM 2012 versions) & 3.0.7509 (SCSM 2016 & later)
Published: August 2020
Create Incident
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Click Work Items tab |
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Click Incident Management |
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In the right-side task menu click Create Incident |
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Fill out the form and click OK to save Incident |
Edit Incident
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Click Work Items tab |
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Click Incident Management |
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In the middle-pane select the Incident that you want to edit |
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In the right-side task menu click Edit Or Double-click Incident |
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Edit data in form and click OK to save changes |
Resolve Incident
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Click Work Items tab |
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Click Incident Management |
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In the middle-pane select the Incident that you want to resolve |
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In the right-side task menu click Change Incident Status – Resolve |
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Select a Resolution Category and type in a Comment, then click OK Click OK to close form and save changes |
Assign Incident
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Click Work Items tab |
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Click Incident Management |
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In the middle-pane select the Incident that you want to assign |
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In the right-side task menu click Assign – Assign to Me or Assign – Assign to Analyst |
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If you selected Assign to Me, click OK to close form and save changes |
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If you selected Assign to Analyst, use search function to find an analyst Select analyst and click OK, click OK again to close form and save changes |
Add Comment to Incident
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Click Work Items tab |
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Click Incident Management |
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In the middle-pane select the Incident that you want to edit |
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In the right-side task menu click Edit Or Double-click Incident |
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Type in an Action Log message and click Add Click OK to close form and save comment |
Create Change Request
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Click Work Items tab |
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Click Change Management |
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In the right-side task menu click Create Change Request |
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Select a Template and click OK |
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Fill out the form and click OK to save Change Request |
Put Change Request on hold
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Click Work Items tab |
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Click Change Management |
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In the middle-pane select the Change Request that you want to put on hold |
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In the right-side task menu click Put On Hold or double-click Change Request and click Put On Hold in form task menu |
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Type in a Comment and click OK |
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Click OK to close form and save |
Resume Change Request
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Click Work Items tab |
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Click Change Management |
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In the middle-pane select the Change Request that you want to resume |
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In the right-side task menu click Resume or double-click Change Request and click Resume in form task menu |
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Type in a Comment and click OK |
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Click OK to close form and save |
Cancel Change Request
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Click Work Items tab |
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Click Change Management |
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In the middle-pane select the Change Request that you want to cancel |
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In the right-side task menu click Cancel or double-click Change Request and click Cancel in form task menu |
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Type in a Comment and click OK |
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Click OK to close form and save |
Close Change Request
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Click Work Items tab |
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Click Change Management |
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In the middle-pane select the Change Request that you want to close |
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In the right-side task menu click Close or double-click Change Request and click Close in form task menu |
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Type in a Comment and click OK |
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Click OK to close form and save |
Create Service Request
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Click Work Items tab |
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Click Service Request Fulfillment |
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In the right-side task menu click Create Service Request |
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Select a Request Offering and click OK |
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Complete the form and click OK to submit Service Request |
Create Service Request from Template
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Click Work Items tab |
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Click Service Request Fulfillment |
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In the right-side task menu click Create Service Request from Template |
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Select a Template and click OK |
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Complete the form and click OK to submit Service Request |
Put Service Request on hold
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Click Work Items tab |
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Click Service Request Fulfillment |
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In the middle-pane select the Service Request that you want to put on hold |
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In the right-side task menu click Put On Hold or double-click Service Request and click Put On Hold in form task menu |
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Type in a Comment and click OK |
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Click OK to close form and save |
Resume Service Request
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Click Work Items tab |
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Click Service Request Fulfillment |
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In the middle-pane select the Service Request that you want to resume |
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In the right-side task menu click Resume or double-click Service Request and click Resume in form task menu |
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Type in a Comment and click OK |
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Click OK to close form and save |
Cancel Service Request
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Click Work Items tab |
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Click Service Request Fulfillment |
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In the middle-pane select the Service Request that you want to cancel |
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In the right-side task menu click Cancel or double-click Service Request and click Cancel in form task menu |
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Type in a Comment and click OK |
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Click OK to close form and save |
Approve Review Activities
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Click Work Items tab |
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Click Activity Management |
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In the middle-pane select the Review Activity that you want to approve |
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In the right-side task menu click Approve or double-click Review Activity and click Approve in form task menu |
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Type in a Comment and click OK |
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Click OK to close form and save |
Reject Review Activities
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Click Work Items tab |
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Click Activity Management |
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In the middle-pane select the Review Activity that you want to reject |
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In the right-side task menu click Reject or double-click Review Activity and click Reject in form task menu |
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Type in a Comment and click OK |
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Click OK to close form and save |
Mark Manual Activities as Completed
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Click Work Items tab |
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Click Activity Management |
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In the middle-pane select the Manual Activity that you want to approve |
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In the right-side task menu click Mark as Completed or double-click Review Activity and click Mark as Completed in form task menu |
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Type in a Comment and click OK |
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Click OK to close form and save |
Mark Manual Activities as Failed
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Click Work Items tab |
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Click Activity Management |
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In the middle-pane select the Manual Activity that you want to mark as failed |
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In the right-side task menu click Mark as Failed or double-click Review Activity and click Mark as Failed in form task menu |
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Type in a Comment and click OK |
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Click OK to close form and save |
Other
Auto Refresh View
You can instruct WebFront to auto refresh views every minute, this can be very useful when you need to monitor a certain view for incoming work items.
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Open any work item- or configuration item view in WebFront |
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Right click the view and select Start auto refresh NOTE: The next time you change view WebFront will automatically stop the auto refresh cycle. If you want to stop it without having to change view, just right click the view and select Stop auto refresh. |
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