Filling and Tracking Service Requests

Filling an approved service request

Access through:

Views menu > Service Requests

Available to:

Administrator, Operator with Approval, Operator Access Rights

To find all service requests (new service requests and change requests) that are outstanding and require action, click Service Requests, filter down to all approved requests, and follow this procedure. For more information on request states, see Tracking the State of a Service Request below.

NotePencil-smallAny filter you set up for service requests is saved automatically when you log out of Embotics® vCommander®. When you log in again, clear the filter to see the unfiltered list. For more information about searching and filters, see Filtering Your View of Tables.

1.For an outstanding new service request or change request with a state of "Approved," click Request Details.

2.In the Request Details dialog, what you can do depends on where you are in the request tree, as well as the managed system type (for example, vCenter or SCVMM). See the tables that follow.

For a new request, if a user has requested changes from the default settings configured in the service catalog, these changes are displayed in the Request Details dialog.

NotePencil-smallWhen a Service Portal or vCommander user shares a VM, (Shared) is appended to the service name in the Request Details. When a Service Portal user requests a VM clone, (Clone) is appended to the service name.

3.You can click Add Comment at all levels of the tree to add a comment that will be visible to everyone who has access to the service request. You can specify deployment parameters in the comments.

NotePencil-smallBy default, when a service request is fulfilled, the person who made the request will receive an email with many details about the VM that has been deployed. However, the email does not include a direct link to the deployed VM, so configuring a completion workflow that includes a direct URL may be appreciated. See the Knowledge Base article Providing Direct Links to Requested VMs.

What you can do in the request details dialog

The Request Details dialog allows you to perform tasks on requests, workflows, services and components.

 
Request-level tasks

Available to:

Administrator, Operator with Approval, Operator Access Rights

Click:

To perform this task:

Approve Request

If your email address matches the email address in the approval workflow and you have access rights on the relevant managed system, you can approve the request.

Reject Request

Terminate the service request workflow. No other actions are performed on the service request. An email is sent to the requester stating that the service request was rejected; if a comment was added at rejection time, it's included in the email. Any person set up in the approval workflow can also reject a request.

Assign Request

Assign the request to a someone who will be responsible for provisioning the request. See Assigning an Administrator to a Service Request below.

 

Workflow-level tasks

Available to:

vCommander Role of Superuser and Enterprise Administrator

NotePencil-smallYou can also access these tasks from the Workflow Management dialog (click Tools > Workflow Status, then Workflow Management) or, when a workflow is running, click the Workflows tab at the bottom of the vCommander window and right-click a workflow in the list.

Click:

To perform this task:

Skip Step

Bypass a step in the workflow. For example, skip the first level of approval.

Skip Workflow

Bypass the entire workflow.

Repeat Step

Repeat the same step.

Edit Step (appears in the Steps pane beside the step)

Adjust a step in the workflow after the workflow has started. This may be necessary when:

a script used in the step is incorrect, causing the step to fail

the timeout period in a workflow step has been exceeded

an approver is not available to approve a request and the entire workflow process is halted

an incorrect email address was added to the step

In the Edit Step dialog, make changes and click Save or Save and Repeat Step. For details about editing the workflow steps, see Workflow Steps Reference.

When you close the Request Details dialog, if the Publish Modification to Source Workflow dialog appears, choose from one of the following options:

To apply your changes to the original workflow, click Yes.

To apply this change only to the workflow for the current service request, click No.

 

Service-level tasks

Available to:

Administrator, Operator with Approval, Operator Access Rights

Click:

To perform this task:

Deploy

Once the request is approved, you can deploy the entire service through the deployment wizard.

For more information about deploying, see VM Management.

 
Component-level tasks

Available to:

Administrator, Operator with Approval, Operator Access Rights

Click:

To perform this task:

Deploy Linked Clone (vCenter only)

or

Deploy

Once the request is approved, you can deploy a service, a VM or a virtual service through the deployment wizard. vCenter VMs can be deployed as linked clones in addition to full clones.

A linked clone is created from a snapshot of the parent. Because the linked clone relies heavily on the parent snapshot, the parent or snapshot location should be on a very fast SAN (SSD), especially if multiple linked clones are created from the same parent. The linked clone consists of the snapshot plus the metadata and the delta between the snapshot and the deployed image.

vCommander always uses the most recent snapshot to create the linked clone.

For more information about deploying, see VM Management.

Fulfill Request (for Change Requests only)

Fulfill an approved change request as follows:

To change request details, click Change. The options that appear depend upon the Change Request form, the changes requested, and the component type (for example, resource settings can only be changed for VMs). See Manually Reconfiguring VM Resources for more information on changing requested resources.

To fulfill the request either as originally submitted or with any changes you have made, click Apply Changes.

To make the changes in the assigned maintenance window, click Schedule in Maintenance Window. This option only appears if the VM has an active maintenance window. A pop-up dialog informs you of the time of the next maintenance window; click Yes to confirm. A scheduled task is created, which can be deleted if necessary, but not edited (go to Tools > Scheduled Tasks). If the scheduled task is deleted, the request must be manually fulfilled again.

To make the changes later, click Schedule Changes and complete the wizard. On the Scheduling page, select the date and time for the change to occur. On the Summary page, review the details and click Finish. A scheduled task is created, which can be edited or deleted if necessary (go to Tools > Scheduled Tasks). If the scheduled task is deleted, the request must be manually fulfilled again.

Release (for components that have been deployed)

Manually release a deployed VM or virtual service that has not been released through the deployment wizard or as part of a service change request.

Dismiss Failure (for components that have been deployed)

If a component has been deployed but is still in progress, and the service request is in the Failed state, you can dismiss the failure. This scenario may occur because one of the post-deployment steps (for example, adding a disk) has failed. Clicking Dismiss Failure causes the request to advance to completion, but without any of the requested changes to disks, CPU or memory. You must add a comment in this case.

Manually Advance Request (for components that have been deployed)

If all components have been successfully deployed but the service request has completed, but is stuck in the Pending Completion or In Progress state, you can manually advance the request. Clicking Manually Advance Request for this component causes the request to advance to completion. You must add a comment in this case.

Tracking the state of a service request

Access through:

Views Menu > Service Requests

Available to:

All Access Rights Levels

A service request moves through several states. The following illustration shows how a new service request moves through states in a full approval and completion workflow.

state_flowchart_new_request

There is a separate state transition for change requests. Services and components also pass through state transitions. See State Transitions for Requests, Services and Components for more information.

To find out where a service request is in the approval workflow:

1.Click Views > Service Requests.

All service requests are listed. Look at the State column to quickly see the state of the request. If an error has occurred, the warning-16x16 Error icon is displayed in the State column.

2.To view details for a request, select it, and click Request Details.

The request tree provides details for each part of the request, with icons that help you see where your attention is needed.

Table: Icons for Steps in the Request Details Dialog

Icon

State

What does it mean?

clock_active-16x16

Waiting / In Progress

The step is waiting for something to occur, for example, an approval; or the step is in progress, for example, when deployment is in progress.

warning-16x16

Error

An error occurred during the step, for example, a failed step in the approval workflow, or a failed automated deployment. See also Troubleshooting Automated Deployment.

right_arrow_green

Attention

The step requires action; for example, a VM is ready for deployment.

Click Deploy at the service level or at the component level of the request details tree to launch the deployment wizard.

Mouse over steps requiring attention to see more details.

stop-16x16

Rejected

The service request has been rejected.

checkmark-16x16

Completed

The step has completed (or, in the case of a parent node, all child steps have completed).

not-started-16x16

Not Started

The step has not started.

started-16x16

Started

The step is in progress.

The Details tab highlights changes in the request form, as well as error and resolution messages.

The Quota tab appears at the root node of the tree when the requester is an organization member and quotas are configured for the organization.

The Form tab appears when you select a service or component in the tree, allowing you to view the original request form.

The Comments tab displays more details on the events related to the request.

4.Click OK.

What do the service request states mean? 

This state...

Occurs when...

Pending Approval

A service request has just been made

A service request is awaiting one or more approvals

Approved

All approvals have been given

Approved - Scheduled

All approvals have been given

The request is scheduled in the maintenance window, or at a specific time

In Progress

Deployment (or fulfillment, in the case of change requests) is underway.

NotePencil-smallAs soon as deployment/fulfillment starts, storage is reserved on the target datastore(s) for vCenter and SCVMM services. Once deployment/fulfillment has succeeded (or failed), the storage reservation is released.

Any assigned completion workflows are running

Deployed (Change Requests only)

When the VM or virtual service is ready to be released

Pending Completion (Change Requests only)

While a completion workflow is running

Completed

Deployment of all components is complete, and all component-level and service-level completion workflows have run.

Deployment of all components is complete, and no completion workflows are assigned

At this point, VMs and virtual services are available for access through the Operational or VMs and Templates view and to Service Portal users.

Rejected

An administrator or operator with sufficient privilege has rejected the request. Note that if you reject a request after one or more components are deployed, these components remain in their current state.

Failed

When deployment has failed or a workflow step has failed.

Example: Tracking a service request through to completion

Let's look at a specific service request and track it through approval, deployment, release and completion.

We have published a New Hire Service that includes a VM component and a telephone (a custom component). We have assigned an approval workflow, two component-level completion workflows, and a service-level completion workflow. We have not set up automated deployment.

Request State: Pending Approval

When a user requests the service, the Request Details dialog looks like this:

request-details-tree-0

The clock indicates that we're waiting for the approval workflow to complete.

Request State: Approved

Once the request has been approved, a checkmark appears next to the approval workflow. The VM component is now ready for deployment, so green arrows indicate that our attention is required. At this point, you could deploy at either the Service level or the Component level of the tree. The clock next to the custom component indicates that it has moved directly to the completion workflow stage.

request-details-tree

Once the custom component completion workflow has finished, checkmarks appear next to the custom component and its completion workflow:

request-details-tree-2

We clicked Deploy in the Details panel for the VM component and ran through the Deployment wizard, but we did not release the VM. Now our attention is still required for the VM component, and the Release button is available in the component's Details panel:

request-details-awaiting-release

Once we click Release, the VM component moves to the completion workflow stage:

request-details-tree-3

Once the VM component completion workflow has finished, the entire service moves to the completion workflow stage:

request-details-tree-4

Request State: Completed

Once the service-level completion workflow has finished, the entire request moves to the Completed state:

request-details-tree-5

Linking a VM to a service request

Access through:

Views menu > Operational or VMs and Templates

Available to:

Administrator, Operator with Approval, Operator Access Rights

Use this procedure if you want to immediately fulfill a service request, or link a service request to an existing VM (for example, a VM that has been created through a third-party commissioning process):

1.Right-click a VM and select Provisioning > Link To Service Request.

2.Select a service request from the list.

Only single-VM service requests are available for selection.

3.To prevent the VM from being immediately available to the user (for example, if you need to perform additional manual steps before the VM becomes available), clear the Release option.

4.Click OK.

Assigning a service request

Access through:

Service Requests

Available to:

Administrator Access Rights

An administrator can assign a new service request or a change request to another administrator, an operator, or an operator with approval, or take responsibility for fulfilling that request. Use this feature to:

assign provisioning responsibilities

reassign accounts as staffing levels change

indicate that a service or change request is being worked on

The assigned person will receive a notification email.

To assign a service request:

1.Select a service request from the list of requests.

2.Click Request Details.

3.Click Assign Request.

4.On the Assign Request dialog box, select the appropriate radio button.

If you select Specific User, enter the user account that will be responsible for filling the request.

5.Enter any comments or instructions in the Comment field, and click OK.