Requesting Services or Change to Services

In Commander, you can request a service or request a change to a service the same way that a Service Portal user can make those requests. If workflows have been configured, the requested service or change request automatically goes through the workflow process.

A service is a container for IT assets that can be requested, approved, deployed, and completed as a unit. A service can consist of anything from a single VM to a combination of service components, such as:

  • Multi-cloud templates
  • VM templates
  • Amazon Marketplace AMIs
  • Virtual service templates
  • Cloud templates (CloudFormation templates, ARM templates, and GCP deployment configurations)
  • OVA/OVF templates
  • Custom components — used to represent both non-virtual assets (such as a phone) as well as tasks that modify existing assets (such as the installation of a database instance on an existing server)

Custom components are different from VM and virtual service components. Once a request for a custom component is completed, the custom component isn't displayed or tracked in Commander or the Service Portal.

A service can be predefined (for example, as a vApp in vCenter) or built from individual components in Commander. Examples of services are:

  • A new hire service — which includes everything a new hire needs, such as a desktop machine, installed software applications, and a phone.
  • A lab service — which includes everything required to set up a software testing lab environment.

In this topic:

Requesting new services

Access through:

Views > Service Requests

Available to:

All Access Rights Levels

To request a new service:

  1. On the Service Requests page, click Request New Service.
  2. To save time, you can select an existing service request and click Copy Request to copy the service request. You can then make any changes to the pre-populated form, and submit the request.

  3. On the Services page, click Add to Request to add a service.

    If you can't find the service you need:

    • If you're looking for a service shared by another user, make sure Include Shared Services is enabled.
    • Enter text in the Search field to filter the list of available services. Only the service name and description are searched (categories are not searched).
    • If categories have been applied to the services you have permission to see, you can filter by category.

      When you filter the Service Catalog by category, only services matching all selected categories are retrieved.

  4. Complete the form that appears. You must complete all fields marked with an asterisk (*).
  5. Complete the fields in the order they are displayed, from the top of the form to the bottom. If you go back and re-populate fields of a form, you may lose your some of your selections.

  6. If the Destination form element has been added to the Service form, a drop-down menu presents all of the deployment destinations available to you on the managed system hosting the service you're requesting.

    Service catalog costs are updated to reflect the selected destination, so that you can understand the cost impact of your decision.

    A star rating is displayed for each valid destination for the requested service; you can click an Information icon to understand how each destination is rated for quota, cost and preferred placement attribute values.

    When you select Let the system decide and multiple destinations are available to you, the expected destination is displayed. If only one destination is available, you see a read-only field instead of a drop-down menu. When no destinations are available, Let the system decide is selected.

    If the $DESTINATION$ deployment parameter is specified as part of the approval process, it overrides this selection.

  7. When you've completed the Service form, click Next to advance to the Component form, and complete the fields.
  8. If you see the Override icon on the Component form, you can override the value set for the service as a whole. For example, for a service that contains four components, you could set an expiry date for the service as a whole and then override this date for one of the components. The other three components would take the expiry date from the service. Note that once you have overridden a value for a component, changing the value for the service has no effect for that component. Click the Override icon again to remove the override.

  9. To add another service to the request, click Add.
  10. If Commander is in single-service request mode, the Add button doesn't appear.

  11. When you've completed the form, click Submit Request.

Notes

  •  When you copy service requests, be aware of the following:
    • It's not possible to copy a request if the service catalog entry has been changed since the request was made (for example, if a component was added or removed).
    • Do not copy a request submitted in the Service Portal if the service has an assigned key pair. Key pairs are assigned differently in Commander and the Service Portal. See Enabling Key Pair SSH Connections to Amazon EC2 VMs to learn more.
  • If you navigate to another page before submitting your request, the contents of your request are saved until you log out.

Requesting changes to a service

You can request a change to a deployed service or virtual service. Here are a few examples of what you can do with a change request:

  • decommission a database
  • change the owner of an auto scaling group
  • apply a rightsizing recommendation to a VM
  • add more memory, CPU or storage resources to a VM

Access through:

Views > Inventory > Infrastructure or Applications

Available to:

All Access Rights Levels

To request a change to a service:

  1. Select a service in the tree, right-click and select Change Management > Request Service Change or Request Service Change.
  2. The right-click menu option available depends on whether you are making a change request for a service or a virtual service.

    If more than one Service Change Request form is available, a list appears.

    Notes:

    • Forms that contain elements that are not relevant to the selected service type are not displayed to users initiating a change request. For example, a form that contains the CPU Count, Memory, Instance Type, or any of the Storage elements is not available for virtual services, load balancers, application stacks, auto scaling groups and databases. For more information on configuring service request forms, see Customizing Service Request Forms.
    • It's not possible to resize IDE disks, independent disks, or disks involved in a snapshot or linked clone chain.
  3. Select the form you want and click OK.
  4. Make changes and click OK to submit the change request.
  5. Notes:

    • If you change custom attribute values for a virtual service, its VM children don't inherit the new values. If you change ownership or expiry information for a virtual service, its children inherit the new values. See also Order of Precedence for Metadata and Other Service Settings.
    • Some requests for resource changes may involve an automatic reboot during change request fulfillment. The following table lists whether a reboot will be performed for resource changes.

      Hot/Cold Resource Changes for Each Virtualization Platform

       

      Power down required?

      vCenter

      SCVMM

      AWS

      Azure

      GCP

      Modify CPU / memory resources OR change instance type

      Dictated by CPU Hot Plug and Memory Hot Plug settings for the VM in vCenter

      Yes

      Yes

      Yes

      Yes

      Add network adapters

      No

      Yes

      Not Supported

      Not Supported

      Not Supported

      Delete network adapters

      Yes

      Yes

      Not Supported

      Not Supported

      Not Supported

      Modify network adapters

      No

      No

      Not Supported

      Change subnet: Yes

      Other changes: Not Supported

      Not Supported

      Add storage

      No

      No

      No

      No

      Not Supported

      Delete storage

      No

      No

      No (base disk can't be deleted)

      No (base disk can't be deleted)

      Not Supported

      Modify existing storage

      No

      Yes

      Not Supported

      Yes

      Not Supported