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WebFront for Service Manager - Operations Guide

 

Gridpro AB

Rev: 2.10.6492 (System Center 2012) & 3.0.6492 (System Center 2016)

Published: October 2017

 

Incident Management

Create Incident

Click Work Items tab

Click Incident Management

wf_op_1.png

In the right-side task menu click Create Incident

Fill out the form and click OK to save Incident

 

Edit Incident

Click Work Items tab

Click Incident Management

In the middle-pane select the Incident that you want to edit

wf_op_3.png

In the right-side task menu click Edit

Or

Double-click Incident

Edit data in form and click OK to save changes

Resolve Incident

Click Work Items tab

Click Incident Management

In the middle-pane select the Incident that you want to resolve

wf_op_4.png

In the right-side task menu click Change Incident Status – Resolve

wf_op_5.png

Select a Resolution Category and type in a Comment, then click OK

Click OK to close form and save changes

Assign Incident

Click Work Items tab

Click Incident Management

In the middle-pane select the Incident that you want to assign

wf_op_6.png

In the right-side task menu click Assign – Assign to Me or Assign – Assign to Analyst

If you selected Assign to Me, click OK to close form and save changes

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

Click Work Items tab

Click Incident Management

In the middle-pane select the Incident that you want to edit

wf_op_7.png

In the right-side task menu click Edit

Or

Double-click Incident

wf_op_8.png

Type in an Action Log message and click Add

Click OK to close form and save comment



Change Management

Create Change Request

Click Work Items tab

Click Change Management

wf_op_9.png

In the right-side task menu click Create Change Request

wf_op_10.png

Select a Template and click OK

 

Fill out the form and click OK to save Change Request

 

Put Change Request on hold

Click Work Items tab

Click Change Management

In the middle-pane select the Change Request that you want to put on hold

wf_op_12.png 

In the right-side task menu click Put On Hold or double-click Change Request and click Put On Hold in form task menu

wf_op_13.png 

Type in a Comment and click OK

 Click OK to close form and save


Resume Change Request

Click Work Items tab

Click Change Management

In the middle-pane select the Change Request that you want to resume

wf_op_14.png 

In the right-side task menu click Resume or double-click Change Request and click Resume in form task menu

wf_op_15.png 

Type in a Comment and click OK

 Click OK to close form and save

 Cancel Change Request

Click Work Items tab

Click Change Management

In the middle-pane select the Change Request that you want to cancel

wf_op_16.png 

In the right-side task menu click Cancel or double-click Change Request and click Cancel in form task menu

wf_op_17.png 

Type in a Comment and click OK

 Click OK to close form and save

Close Change Request

Click Work Items tab

Click Change Management

In the middle-pane select the Change Request that you want to close

wf_op_18.png 

In the right-side task menu click Close or double-click Change Request and click Close in form task menu

wf_op_19.png 

Type in a Comment and click OK

 Click OK to close form and save


Service Request Fulfillment

Create Service Request

Click Work Items tab

Click Service Request Fulfillment

wf_op_20.png

In the right-side task menu click Create Service Request

wf_op_21.png

Select a Request Offering and click OK

 

Complete the form and click OK to submit Service Request

Create Service Request from Template

Click Work Items tab

Click Service Request Fulfillment

wf_op_23.png

In the right-side task menu click

Create Service Request from Template

wf_op_24.png

Select a Template and click OK

 

Complete the form and click OK to submit Service Request

Put Service Request on hold

Click Work Items tab

Click Service Request Fulfillment

In the middle-pane select the Service Request that you want to put on hold

wf_op_26.png 

In the right-side task menu click Put On Hold or double-click Service Request and click Put On Hold in form task menu

wf_op_27.png 

Type in a Comment and click OK

 Click OK to close form and save


Resume Service Request

Click Work Items tab

Click Service Request Fulfillment

In the middle-pane select the Service Request that you want to resume

wf_op_28.png

In the right-side task menu click Resume or double-click Service Request and click Resume in form task menu

wf_op_29.png 

Type in a Comment and click OK

 Click OK to close form and save

Cancel Service Request

Click Work Items tab

Click Service Request Fulfillment

In the middle-pane select the Service Request that you want to cancel

wf_op_30.png

In the right-side task menu click Cancel or double-click Service Request and click Cancel in form task menu

wf_op_31.png 

Type in a Comment and click OK

 Click OK to close form and save



Activity Management

Approve Review Activities

Click Work Items tab

Click Activity Management

In the middle-pane select the Review Activity that you want to approve

wf_op_32.png

In the right-side task menu click Approve or double-click Review Activity and click Approve in form task menu

wf_op_33.png 

Type in a Comment and click OK

 Click OK to close form and save

Reject Review Activities

Click Work Items tab

Click Activity Management

In the middle-pane select the Review Activity that you want to reject

wf_op_34.png

In the right-side task menu click Reject or double-click Review Activity and click Reject in form task menu

wf_op_35.png 

Type in a Comment and click OK

 Click OK to close form and save

Mark Manual Activities as Completed

Click Work Items tab

Click Activity Management

In the middle-pane select the Manual Activity that you want to approve

wf_op_36.png

In the right-side task menu click Mark as Completed or double-click Review Activity and click Mark as Completed in form task menu

wf_op_37.png 

Type in a Comment and click OK

 Click OK to close form and save

Mark Manual Activities as Failed

Click Work Items tab

Click Activity Management

In the middle-pane select the Manual Activity that you want to mark as failed

wf_op_38.png

In the right-side task menu click Mark as Failed or double-click Review Activity and click Mark as Failed in form task menu

wf_op_39.png 

Type in a Comment and click OK

 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.

Open any work item- or configuration item view in WebFront

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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