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ITIL :: View topic - requestor role
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requestor role

 
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admssm
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Joined: Mar 08, 2013
Posts: 8

PostPosted: Sat Mar 09, 2013 12:25 am    Post subject: requestor role Reply with quote

Hi,

im trying to define a user role called "requestor", who is requesting IT servise based on possition change, or promotion, etc... What should be listed as conditions for user request..?

Thanks
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Diarmid
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Joined: Mar 04, 2008
Posts: 1884
Location: Newcastle-under-Lyme

PostPosted: Sat Mar 09, 2013 9:09 am    Post subject: Reply with quote

Technically only customer can request a service, not users. However specific users can be authorized to IT by the customer to make requests. Is this what you have in mind? Otherwise I'm not sure what you are getting at.
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"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
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KenLuo
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Joined: Nov 03, 2012
Posts: 55
Location: Singapore

PostPosted: Mon Mar 11, 2013 3:56 am    Post subject: Reply with quote

Any user who uses the service provided by you, your team or your organization can be a requester.

They may have the permission to access to create a request directly, or they call GSD.
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Luo, Tian-Hong (Ken)
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TomC
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Joined: Feb 10, 2010
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Location: Greensboro, North Carolina

PostPosted: Tue Mar 12, 2013 12:43 am    Post subject: Requests Reply with quote

My company allows internal employees to make requests. This can be for an IT Service as a result of a role change.

We have 4 ticket classifications:
External Requests
Internal Requests
External Failures
Internal Failures
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admssm
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PostPosted: Tue Mar 12, 2013 7:07 pm    Post subject: Reply with quote

The concept im trying to accomplished is to create a standard form for every request which comes to IT (new user account, additional access,etc..), The form will also include ticket number for better tracebility,. The form works with roles like user, requestor (user's manager, hr), it admin, it manager.
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KenLuo
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Joined: Nov 03, 2012
Posts: 55
Location: Singapore

PostPosted: Wed Mar 13, 2013 5:42 am    Post subject: Reply with quote

admssm wrote:
The concept im trying to accomplished is to create a standard form for every request which comes to IT (new user account, additional access,etc..), The form will also include ticket number for better tracebility,. The form works with roles like user, requestor (user's manager, hr), it admin, it manager.


The general fields for such request is title and description.

But from a process perspective, different requests need different information if you want to be very clear, so no general form you can use.
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Luo, Tian-Hong (Ken)
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