New request

The window allows to create a new (linked) request.

• New request (select link type) – allows to select the link type for a new linked request; see Links between requests.
• Copy values – click on this button to copy the item values from a linked request.
  Note:

  The Requester, Service, and SLA items are not copied.

• Requester – record or select a user on whose behalf you are creating the request.
• Unregistered user – select if the requester is not a registered user in ALVAO Admin (this option is available only if the SLA for the Guest user exists).
• Contacts – you can fill in the requester's contact data.
  • Name and Surname
  • E-mail
  • E-mail 2
  • Work phone
  • Work phone 2
  • Cellular
  • Organization – the organization can be entered or selected from a list.
  • Department
  • Office
  • Position
  • Other contacts
• Service – select the service in which the new request will be created from the menu.
  • ... – you can also select the service from the tree (in a new dialog).
• SLA – select from the SLA menu.
  Warning:

  If the menu is empty, the requester does not have any SLA available on the selected service. He can not create requests without SLA.
• Use template – filling in the data from the selected template. (The items not filled in the template will remain filled.)
• Impact – select how big will the request impact be from the menu.
• Urgency – select how urgently the request needs to be solved from the menu.
• Priority – select the suitable priority from the menu eventually.
  The priority is specified automatically based on the selected Impact and Urgency.
• Request name – please enter an informative request name.
• Description – you can add a detailed description of the request.
• Attachment – attach the attachments eventually.
• Related organizations – select an organization related to the request eventually.
• Area – enter the area eventually.
• Category – select a category the request is assigned into eventually.
• Device – select a device the request is related to eventually.
  • ... – opens a dialog for device selection from the objects tree
• Device number – you can enter the number of the device the request is related to.
• Custom items – If there are any custom items set for the service, they are displayed in this form.
• Notes – fill in the request notes (detailed description) eventually.
• Request submission method – the field is displayed only in the case you are creating the request on behalf of another requester. In this case is the request creation caused by some event you have to select from the menu.
• Assign to solver – enable if you want to assign the request for solution.
  • Assign to me – select if you want to become the request solver.
  • Assign to a different solver – select if you want to assign the request to a solver and select the solver.
    • Change the request status to – from the menu select a status the request should move to by assigning. The status description in the Workflow indicates, what is expected from the solver.
      Note:

      If there is an automatic transition from the New status into other one set on the service during the first Assignment to solver, this status is pre-filled.
    • Message for solver – complete the details of the solution eventually. The message will be attached to the notification for solver.
      Note:

      If you have changed the status, the message text is pre-filled according to the Workflow. It can be changed.
• Work – the items allow to report the costs related to request creation. It is displayed only if the Attendance module is active.
  • Work (h:m) – enter the time you spent working on the request. The form is hours:minutes.
    Tip:

    An arrow on the right side of this field automatically fills in the time passed from the last reporting.
  • Time traveled (h:m) – enter the time you spent on the road (in the form hours:minutes).
  • Distance (km) – enter the number of kilometers moved.
  • Exclude from invoice – enable if you do not want the requester to see the time reported in the log.
    Note:

    In this case solver, operator or manager see the reported time as stricken through.

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