Standard System
Documentation

Last Updated: April 11, 2017
© Agiloft, Inc. 2016
www.agiloft.com/documentation/itil-kb-documentation.pdf
Table of Contents
Introduction
Groups and Teams
Groups
Teams
Teams Table is Special
Managing Team Membership
Default Teams
People Table, Employees and End Users Sub-Tables
Use Case
Companies Table
Use Case
Ownership
Approval Management
Approvals Table
Use Case for Change Requests
Use Case for Contracts
Creation of Approvals
Approval Records
Use Case for Documents
Ownership
Approval Templates Table
Use Case
Required vs. Conditional Approvals
Assigning Approvals
Sequence of Approvals
Automatic Approvals
Approval Workflows Table
Use Case
Approval Workflow Statuses
Ownership
Tasks Table
Overview
Overview of the Task Layout
Task Details Tab
Related Tasks Tab
Related Info Tab
Other Tabs
Use Case
Task Creation from a Template
Ad Hoc/Manual Task Creation
Creation Automation
Processing a Task
Measuring Time for a Task
Automation and Workflow
Time Based rules
Task Templates Table
Overview
Overview of the Task Template Layout
Template Details Tab
Related Information Tab
Use Case
Automation and Workflow
Cloning Task Templates Along with a Task Workflow
Task Workflows Table
Overview
Use Case
Creation of Records
Prerequisite Task Handling
Cloning a Task Workflow
Task Steps Table
Overview
Use Case
Contracts Table
Staff Use Case
Contract Creation
Handling Approvals
Handling Related Contracts and Renewals
Contract Processing
Turning Off Approvals
End User Use Case
Contract Creation
Working with Contracts
Ownership
Automation
Create: All New Contract Actions
Create/Edit: If Transitional Contract Files field has value, convert to Attachment
Edit: Updates by Party
Edit: Update Renewal Notification Date if underlying fields change (web, API)
Edit: Refresh Approvals when Number of Approvals Needed Changes (web, API)
TB: Notify of upcoming expirations (disabled)
TB: Daily Check for Start Date (disabled)
TB: Daily Check for Expiration Date (disabled)
Workflow
Reports
Insurance Certificates Table
Use Case
Ownership
Automation
TB: Update Contracts (daily) (disabled)
TB: Handle Insurance Certificate Expiration (disabled)
Ownership
Terminology
Support Cases Table
Use Case
End User Record Submission
Technician Record Submission
Processing of Records
Ownership
Service Catalog – Services Table
Service Requests vs. Change Requests
Approvals and Tasks Related to Services
Approvals for Change Requests
Approval View in the Change Request
Tasks for Change Requests
Tasks for Service Requests
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
Using Tasks for a Service Request
Processing of Records
Reviewing for Knowledgebase and Standard Solution Inclusion
Reporting Time Spent
Customer Updates
Workflow
Ownership
Reporting and Statistics
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
Ownership
Reporting and Statistics
Problems Table
Overview
Use case
Problem Creation
Processing of Records
Diagnosis
Solution
Ownership
Workflow
Change Requests (RFC) Table
Overview
Use Case
End User Record Submission
Technician Record Submission
Automatic Emails Sent upon Submission
Changing Assigned Team or Change Manager
Managing the Approval Process
Creating Tasks for the CR
Launching Tasks
Completing the Change Request
Working Notes
Related Records and Removing Tasks
Parent-Child Change Request Structure
Reporting Time Spent
Workflow
Ownership
Reporting and Statistics
Forward Schedule of Change
Accomplished Change
Assets Table
Use Case
Asset Creation
Record Creation
Ownership
Processing of Records
Workflow
Models Table
Overview
Use Case
Assets Use of Models
Automation
Purchase Requests Table
Overview
Example Use case
Relationship Diagram
Record Creation
Processing of Records
Workflow
Ownership
Items Requested Table
Use case
Relationship Diagram
Workflow
Record Creation
Processing of Records
Ownership
Default Layout
Items Table
Use case
Record Creation
Processing of Records
Workflow
Ownership
Projects Table
Use Case
Workflow
Ownership
Project Types Table
Purchase Orders (PO) Table
Use Case
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
Documents Table
Use Case
End User Record Submission
Technician Record Submission
Processing of Records
Workflow
Calendars Table
Special Use Case
EUI Templates Table
Special Use Case
EUI and Documents Table
Replacement Variables Table
Use Case
Additional Functions
Overview
Request Tables Overview
Default Configuration of Tables and Processes