Work instructions for Request for information about HD

Last updated: 2022-01-25 09:31

1. Introduction

This document describes the work instructions related to a Request for Information.

1. Objective and Purpose

Objective : describe the process when requesting an information

Purpose : helping the client fulfilling his needs with information he requests..

2. Procedure

2.1. Diagram

2.2. Work instructions

2.2.1. STEP 1. User requests an information

Action: A user requests an information. This can be :

  • An explanation on a project, …
  • A list

2.2.2. STEP 2. SD creates a ticket RF Information

Action: If the user did not create a ticket from the portal, the Service Desk creates a ticket, of type Request for Information on behalf of the user

Mandatory fields are the subject and description.

The request is submitted by clicking on ‘Order now’

2.2.3. STEP 3. SD investigates the request and enriches the request

Action: Service Desk opens the requested item, linked to the request, and investigates the needs of the requestor. If necessary, the Service Desk will add clarification info in the customer communication, which is visible for the user.

2.2.4. STEP 4. Fulfill the request

Action: If the Service Desk knows how to fulfill the requested item, they will execute the action. If they do not know how, they will first investigate if they are able to fulfill the requested item or if they have to assign the requested item to another assignment group. (step 6)

2.2.5. STEP 5. Set the requested item to ‘Closed Complete’

Action: Service Desk or 2L-assignment group will inform the user by entering a user friendly comment in the ‘customer communication’ field and set the requested item to the state ‘Closed Complete’

2.2.6. STEP 6. Assign the requested item to 2L-group

Action: if no fulfillment possible, the Service Desk will assign the requested item to a 2L-assignment group.

2.2.7. STEP 7. Fulfill the request

Action: the 2L-assignment group will fulfill the requested item and execute step 5.