ITIL KB
Documentation
Last Updated: May 27, 2016 Table of Contents
Project Statement
Introduction
Groups and Teams
Terminology
Groups
Teams
Teams Table is Special
Managing Team Membership
Default Teams
Default Configuration of Tables and Processes
Request Tables Overview
Service Catalog – Services Table
Fields for Services Table
Service Catalog Management
Ownership
Workflow
Saved Searches
Service Requests Table
Overview
Use case
End User Record Submission
Automatic Assignment of New Requests
Technician Record Submission
Automatic Emails Sent upon Submission
Special Handling for the New Employee Setup Service
Processing of Records
Reporting Time Spent
Customer Updates
Workflow
Fields
Ownership
Reporting and Statistics
Tasks Table
Overview
Use Case
When a Task is Created
Processing a Task
Automation and Workflow
Fields
Task Templates Table
Overview
Use Case
Incidents Table
Overview
Use Case
End User Record Submission
Technician Record Submission
Automatic Emails Sent upon Submission
Processing of Records
Relating Incidents to Problems
Reporting Time Spent
Customer Updates
Workflow
Fields
Ownership
Reporting and Statistics
Problems Table
Overview
Use case
Problem Creation
Processing of Records
Diagnosis
Solution
Ownership
Workflow
Problem Fields
Change Requests (RFC) Table
Overview
Managing Approvals
Parent-Child Change Request Structure
Use Case
End User Record Submission
Technician Record Submission
Automatic Assignment of New Requests
Automatic Emails Sent upon Submission
Processing of Records
Parent/Child Visibility
Reporting Time Spent
Workflow
Fields
Ownership
Reporting and Statistics
Forward Schedule of Change
Accomplished Change
Configuration Items Table
Use Case
Configuration Item Creation
Record Creation
Ownership
Processing of Records
Workflow
Fields
Purchase Requests Table
Overview
Example Use case
Relationship Diagram
Record Creation
Processing of Records
Workflow
Ownership
Fields
Items Requested Table
Use case
Relationship Diagram
Workflow
Record Creation
Processing of Records
Ownership
Fields
Default Layout
Items Table
Use case
Record Creation
Processing of Records
Workflow
Ownership
Fields
Background Tables
Companies Table
Use Case
Ownership
People Table, Employees and End Users Sub-Tables
Use Case
Calendars Table
Special Use Case
EUI Templates Table
Special Use Case
EUI and Documents Table
Additional Functions
Approvals Table and Approval Templates Subtable
Use Case
Approval Records for Documents
Other Approval Records
Approval Template Records
Ownership
Workflow
Reports
Contract Management Tables
Contracts Table
Staff Use Case
Ownership
Workflow
Reports
Insurance Certificates Table
Use Case
Ownership
Workflows Table
Use Case
Ownership
Steps Table
Use Case
Workflow
Ownership
Documents Table
Use Case
End User Record Submission
Technician Record Submission
Processing of Records
Project Management Tables
Projects Table
Use Case
Workflow
Ownership
Project Types Table
Purchase Orders (PO) Table
Use Case
Ownership
Support Cases Table
Use Case
End User Record Submission
Technician Record Submission
Processing of Records
Ownership
Sales/CRM Tables: Leads Table
Use Case
Record Creation
Processing of Records
Ownership
Sales/CRM Tables: Opportunities Table, Deals Sub-table
Use Case
Ownership
Appendix A – Detailed Table Setup
Approvals Table and Approval Templates Subtable
Approval and Approval Templates Fields
Approval Rules and Actions
Create: Contract Approval Creation Actions for Both Workflow Types
Edit: All Edit Validations
Edit: All Edit Action for Updates by Web or API
Edit: By API Retain Rejection
Approval Templates Rules and Actions
Edit: Approval Record Creation
Calendars Table
Fields
Change Requests Table
Fields
Saved searches
Rules and Actions
Rule: Change Request – All Creation actions
Rule: CR – Approvals
Rule: Change Request - Edit actions (API Enabled)
Rule: Parent/Child CR Handling
Action Buttons
Add Time
Set CI to Active
Set CI to In Maintenance
Spawn Child CR
Companies Table
Fields
Company Saved Searches
Action Buttons
Find local Hotels
Map it
Refresh User
Configuration Items Table
Fields
Asset Type and Class Dependencies
Rules and Actions
Create Child CR
Edit: Actions triggered by web or API
Saved Searches
Contracts Table
Fields
Rules and Actions
Create: All New Contract Actions
Edit: Updates by Party
Edit: All Edit Actions by Web or API
TB: Notify of upcoming expirations (Disabled by Default)
TB: Daily Check for Start Date (Disabled by Default)
TB: Daily Check for Expiration Date (disabled)
Action Buttons
Cancel Contract
Create and Attach Contract
Create Related Contract
Create Renewal Contract
Mark As Signed
Review Completed
Send Back for Reapproval
Send Contract to Party
Submit for Approval
Submit for Review
Documents Table
Fields
Rules
Create: All Creation Actions
Edit: All Edit Actions without API
Edit: Approval Updates (API enabled)
Edit: All Edit Validations
Action Buttons
Submit for Review
Submit for Approval
Cancel
Publish
Publish without Approval
Mark Retired
Return to Submitter
EUI Templates Table
Fields
Incidents Table
Fields
Rules
Set Priority on New Tickets
Incident - All Creation Actions
Incident - Edit actions (API Enabled)
Incident Customer Update Actions
Action Buttons
Add Time
Convert to Change Request
Convert to Problem
Convert to Service Request
Set Priority
Saved Searches
Insurance Certificates Table
Fields
Rules and Actions
TB: (Disabled) Demo Data Date Updates
TB: Handle Insurance Certificate Expiration (Disabled by Default)
TB: Notify Contract Manager Team 10 days in advance of expiration (Disabled by Default)
Items Table
Fields
Saved searches
Items Requested Table
Fields
Action Buttons
Assign to User
Leads Table
Fields
Rules and Actions
Lead Conversion
Campaign actions
Action Buttons
Find Local Hotels
Map It
Saved Searches
Opportunities/Deals Table
Fields
Opportunity Saved Searches
People Table
Fields
Rules and Actions
Edit: Approval Record Creation
Action Buttons
Export to Outlook
Problems Table
Fields
Saved Searches
Rules and Actions
Rule: Problem - Creation actions
Rule: Problem - Edit actions (API Enabled)
Action Buttons
Add Time
Convert to Change Request
Copy Solution to Incident and Close It
Copy Workaround to Incident
End Diagnosis Clock
Set Solution Finish Time
Set Solution Start Time
Start Diagnosis Clock
Projects Table
Fields
Rules and Actions
Edit by Web: All edit actions: trigger tasks, cancel tasks when cancelled, etc.
TB: notify Project Manager if hours exceed authorized hours
Edit by Web or API: Handle completion or addition of tasks and status changes
Create: All Project creation actions – trigger tasks
Saved Searches
Project Types Table
Fields
Rules and Actions
Create/Edit by Web or API: Update Has Task Templates
Purchase Orders Table
Fields
Action Buttons
Calculate Value
Purchase Requests Table
Fields
Rules and Actions
Rule: Purchase Request - New Request Actions
Rule: Purchase Request - Edit Validation Actions
Rule: Purchase Request - All Staff Edits
Rule: Purchase Request - All End User Edits
Services Table
Fields
Saved Searches
Service Requests Table
Fields
Saved Searches
Rules and Actions
Rule: All new Service Request actions
Rule: All edit validations and other actions
Rule: All Customer Update Actions
Rule: Tasks Just Completed
Rule: Status Change Actions
Rule: Assigned team or person changed
Action Buttons
Add Time
Clone
Convert to Change Request
Convert to Incident
Escalate
Steps Table
Fields
Rules and Actions
Edit: All Edit by Web
Create: All Create Actions – Set as Next Step in Previous Step, Validate Number
Create/Edit: All Validation Actions by Web
Support Cases Table
Fields
Rules and Actions
Assignee Change by someone else
SC – All new case actions
SC – All Customer Update Actions
Action Buttons
Convert to Change Request
Support Case Saved Searches
Tasks Table
Fields
Rules and Actions
Create: All create validations
TB: Set alert color field
Create: All Creation Actions
Edit: Trigger next tasks when completed
Edit: Actions when closing or cancelling a task
TB: (Disabled) Notify of upcoming task
Action Buttons
Add Time
Set Date Done
Task Templates Table
Fields
Rules and Actions
Edit: Generate Tasks when triggered from Service Requests
Edit: Generate new tasks when triggered from Project
Workflows Table
Fields
Rules and Actions
Edit: By Web or API – When Number of Contracts Changes
Edit: Validations – Sequential Workflow: Prevent Status Change