Fulfilling Service Requests

This topic explains how to fulfill, assign and link service requests. It also explains everything you can do in the Request Details dialog.

See How Intelligent Placement Works to learn how placement decisions are made and why vCommander placed a service in a particular destination.

In this topic:

Filling approved service requests

Access through:

Views menu > Service Requests

Available to:

Administrator, Operator with Approval, Operator Access Rights

Notes:

  • 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 Service Requests.
  • Any filter you set up for service requests is saved automatically when you log out of 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.

To fill an approved service request:

  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 What you can do in the Request Details dialog.
  3. 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.

    When 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.

  4. You can click Add Comment at any level 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.

By default, when a new 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 doesn't 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.

Assigning service requests

Access through:

Service Requests

Available to:

Administrator Access Rights

An administrator can assign a new service request, 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.
  5. If you select Specific User, enter the user account that will be responsible for filling the request.

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

Linking VMs to service requests

Access through:

Views menu > Operational or Deployed

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)

To link a VM to a service request:

  1. Right-click a VM and select Provisioning > Link To Service Request.
  2. Select a service request from the list.
  3. Only single-VM service requests are available for selection.

  4. If you want 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.
  5. Click OK.

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 Admin

You 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 workflow step 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 a request is approved, you can deploy the entire service through the deployment wizard.

To learn how to deploy requested services, 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 a 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.

Notes:

  • 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.

To learn how to deploy requested services, 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.