The service page consists of the field groups that contain general data, and several tabs.
Additional information about the service.
| Name | Service name. |
| Status | Current service status. For example, “Active“ or “Under testing“. |
| Response time | Standard time from the moment when a service-related case was registered till the moment when the team member starts processing it (the moment when the status of the case is changed to "In progress"). |
| Response time unit | Time units in which case response time is measured: “Working days”, “Calendar days”, etc. |
| Resolution time | Standard time limit for resolving a service-related case. |
| Resolution time unit | Time units in which case resolution time is measured: “Working days”, “Calendar days”, etc. |
| Owner | Employee who is responsible for the quality of the provided service. |
| Category | Service category, for example, “Hardware” or “Internal support”. |
| Case category | Category of service-related cases: “Incident“, “Service request“. When a new case is created and the [Service] field is filled in, the selected category will be specified in the [Category] field of the case page. |
This tab displays information about the service team providing support within the service.
Service team
Employees or employee groups responsible for resolving cases related to a service. For instance, “Contact center agents”, “System administrators” or “2nd line of support”.
Information on this detail is used to select assignees and assigned teams on the case page.
The detail contains editable list.
| Member/team | Employees or employee groups that can resolve the service-related case. The field lookup contains the list of administration objects: system users and user groups. |
| Support line | Support line whose employee is assigned to provide the service-related support. |
This tab contains a list of configuration items and connected services that have an effect on the services provided (affecting); and those services and configuration items whose working capacity depend on the working capacity of the current service (depending). To design a service model interrelations between services and configuration items are used.
A connection category ("Affecting" or "Depending") of a current service and its type are specified for each connected service and configuration item.
When adding a connection to the [Configuration items] or [Connected services] detail, the inverse relation will be added automatically to the [Connected to] tab for the corresponding configuration unit or service. For example, for the "Setting up email client" service, a connection to the affecting "Mail server" configuration item has been specified. Therefore, the [Connected to] tab of the "Mail server" configuration item will be filled in with the inverse relation of the "Setting up email client" depending service containing the "Installed on" type.
Note
The inverse relation type is specified according to the "Object dependency type" lookup. Detailed information about the property details is provided in the “The [Lookups] section” chapter.
The [Users] tab displays information about service-related contracts.
Service contracts
A list of service contracts that include the service. The list displays information from the [Service contracts] section. To connect a service to a service contract, fill in the [Services] detail of the service contract page. The information on the detail is available in read-only mode.
The tab details display records that are connected to the current service.
Cases
A list of service-related cases from the [Cases] section. To connect a case to a service, fill in the [Service] field of the case page. The information on the detail is available in read-only mode.
Problems
Service-related problems from the [Problems] section. To connect a problem to a service, fill in the [Service] field of the problem page.
Releases
Releases related to the current service. It displays information from the [Releases] section. To connect a release to a service, fill in the [Services] field of the release page.
If you click the [Add] button, a lookup window will open, where you can select one or several releases that should be connected to the service.
To remove a release from the list, select the [Delete] option.
Changes
Changes related to the current service. It displays information from the [Changes] section. To connect a change to a service, fill in the [Services] field of the change page.
If you click the [Add] button, a lookup window will open, where you can select one or several changes that should be connected to the service.
To remove a change from the list, select the [Delete] option.
The [Attachments and notes] tab
Detailed information about the services, attachments and links to the web resources related to the service. Read more >>>
Attachments
Use this detail to store files and links related to the service. For example, you can add a document describing the service order procedure, or a company license required for providing the service.
Notes
This detail is used to store additional text information about the services. You can edit and organize notes on the detail. If you switch to another tab of the service page, the information on the [Notes] detail will be saved.
Messages related to the current service.
