Information pertaining to Flinders University personal computer equipment, such as desktops, laptops, printers, are stored in a configuration management database (cmdb) within Marval Trakit. These are known as configuration items (CIs).
When creating a request for a customer pertaining to their personal computer equipment it is necessary to attach the related CI/s to the request to ensure that support is being provided to the appropriate equipment.
To attach a CI:
Select View/Associate CI from the Attach side bar.
This displays the Associate a CI Screen.
This screen is populated with CIs which relate to the Customer of the request. It is necessary to click on the Associate Multiple CIs tab so that the Attach button is available.
If the CI required does not display then you can use the Filter by drop down list to redefine the search.
You can click on the button to gather further information pertaining to the CI if you are unclear if the selected CI is the one in question.
Clicking on the button displays the Configuration Item Details screen.
Clicking on the icon next to the Minor Type field displays some additional attributes for this CI. Clicking on the Requests button next to the Last Closed Request field displays a list of closed requests associated with this CI. Clicking on the Other tab displays SLA details for the CI.
Click on the button to return to the Associate a CI Screen.
Click on the button if satisfied that you have selected the correct CI.
Click on the button to close the Attach a CI Screen and return to the Marval Request screen.
8.3.Assigning a Request
When a request is classified the assignee is defaulted in most cases. If this is not the case, or you wish to change the default assignee, this is done via the Assignee pick list.
If you wish to assign a request to a particular user it can be done in one of the following ways:
It is the RESPONSIBILITY of the "Tracker" to monitor their requests, ensuring that the status workflow is accurate and that the needs of the "Customer" are being met.
This can be achieved by selecting Current Requests from the Tracker menu on the Marval Incident Control Screen:
In the Marval Incident Control Screen, press the button.
Double click in the “Tracker” field
A list of requests for which you are Tracker is displayed. If the button is active, additional Requests are available for selection.
You double click on a request to open it in the Marval Incident Control Screen.
8.5.Closing A Request
Only the Tracker should Close Requests. When a request is closed it is removed from all work lists, management screens and various reports. Closed requests are always available from the Knowledge Search screen, as a useful source of reference to past issues, faults and known errors.
Enter the required Request reference number into the ‘Reference Number Field’ and press the Enter key.
Position the cursor on the Status pick list and select the CLOSED status.
NOTE: If the assignee has not entered Solution Notes, ensure that these are entered as per the instructions in Completing a Request.
In order for the CSC to know that you accept the assignment, its Status should be modified. This is normally from New to WIP, Scheduled or Acknowledge and within the required timeframe.
Requests should NOT remain in the "New" status for months; up to 2 working days is acceptable.
[NOTE: This time limit does not over-ride the shorter time limits set for some work groups of between 1 hour and 2 working days]
The Assignee will receive an automated e-mail form CSC advising details of the assignment.
Enter the reference number into the ‘Reference Number Field’ and press the Enter key.
Take note of the Request priority or any special schedule details.
Change the status to the Acknowledge, WIP or Scheduled state.
If you change the status to Scheduled ensure that the schedule details are updated via the Schedule Requests screen by clicking on the icon in the Maintain Side Bar.