RFC (Request for Change) Overview
Keeping inline with ITIL standards, RFC's have now been included in versaSRS as an individual component separate from Calls . An RFC is a formal request to change one or more CIs (Configuration Item) and RFC cases can be created in versaSRS by following the steps below.
A RFC has a required set of fields and a number of possible actions that can take place. To create a new RFC, only the mandatory fields (denoted by a *) must be entered before the RFC can be created. RFC's can be edited at any time.
NOTE: For users to be able to create new RFC's or edit existing RFC's they need to be assigned a Security Profile with the correct level of access.
RFC Details Tab
| RFC * | The change reported by the customer. For RFC's logged via email, this field corresponds to the email subject. |
| Details | A more detailed description of the change raised. For RFC's logged via email, this field corresponds to the email body. |
| Logged By | This field is automatically populated by the application with the details of the system User who originally logged the RFC. In the case of a RFC logged via email, the field will read System Administrator. |
| RFC Type * | The Type of RFC, selected from the drop down list options. |
| Received By | The method by which the RFC was received (eg fax), populated from the drop down list options. For RFC's logged via email, the list will display Email. |
| Queue * | The Queue the RFC is to be assigned to, selected from available Queues in the drop down list. For RFC's logged via email, the Queue will be governed by whether the destination address (To) can be mapped to a system Queue (based on the Primary Address). Custom routing rules may also control the destination Queue. |
| Skill Group | The Skill Group the RFC is to be assigned to, selected from available Skill Groups in the drop down list |
| Owner | The User the RFC is to be assigned to, selected from available Users in the drop down list. |
| Urgency | The Urgency of the RFC, selected from the drop down list. |
| Risk | The Risk of the RFC, selected from the drop down list. |
| Priority * | The Priority to be given to this RFC (sets the required response/resolution time), selected from the available drop down list options. |
| Key 1 | The primary sorting Key for the RFC, selected from the available drop down list options. |
| Key 2 | The secondary sorting Key for the RFC, selected from the available drop down list options. |
| Key 3 | The tertiary sorting Key for the RFC, selected from the available drop down list options. |
| Due Date * | The date the RFC is due to be completed. |
| Estimated Solution Date | An estimated solution date, may be earlier or later than above. |
| Product Type | XXXXX |
| Product | XXXXX |
| Impact | XXXXX |
| Service Area | XXXXX |
| Symptom Code | XXXXX |
| Cause Code | XXXXX |
Client Details Tab
This tab contains the Client Details of the Primary and Secondary Requestors for the RFC. When a RFC is logged via email then the email address will be populated in the Primary Requestor email field.
The Client Details can be configured to auto-populate details of known contacts. For instructions on how to achieve this Click Here.
The fields in the Client Details tab are as follows:
| Company | The company that the Primary Requester is from. |
| First Name * | The Requestors first name. |
| Last Name * | The Requestors surname. |
| Email * | The Requestors email address. |
| Phone | The Requestors phone number. |
| Division | The Requestors division within the company (if applicable). |
| Department | The Requestors department within the company (if applicable). |
| Location | The Requestors location. |
| Computer | The name of the Requestors computer. |
| Ticket Status | XXXX |
Assessment Tab
This tab is for Assessment purposes and allows the recording of key factors related to assessing the RFC.
| Plan Start | This fields records the planned start date and time related to the RFC. |
| Plan End | This fields records the planned end date and time related to the RFC. |
| Estimated Time | XXXX |
| Estimated Cost | XXXX |
| Actual Start | This fields records the actual start date and time related to the RFC. |
| Actual End | This fields allows entry of the Business Impact Analysis (BIA) related to the RFC. |
| Actual Time | XXXX |
| Actual Cost | XXXX |
| Business Impact Analysis | This fields allows entry of the Business Impact Analysis (BIA) related to the RFC. |
| Productivity Loss | If applicable this field allows entry of the Product Loss related to the RFC. |
| Technical Resources | This fields allows entry for the Technical Resources relavent to the RFC. |
Justification Tab
This tab is where the Justification for the RFC is recorded.
| Justification Code | XXXX |
| Justification | XXXX |
Children Tab
This tab contains the list of RFC's which have been made a Child or Parent of the RFC. For more information on creating Child and Parent RFC's click XXXX
Links Tab
This tab allows the creation of a link between either a RFC, Call or Change Request as well as showing the current links that are already linked. Unlike a Child or Parent relationship a Link is just a connection between two or more entities with no implied hierarchy.
Forms Tab
This Tab maintains a record of all Forms that have been associated with the RFC, Calls or Change Request.
Sheets Tab
This Tab maintains a record of all Sheets that have been associated with the RFC, Calls or Change Request.
Assets Tab
This tab allows the linking of an Asset to a RFC, Calls or Change Request as well as showing the current assets that are already linked.
The fields in the Assets tab are as follows.
| Asset ID dropdown box | This dropdown box allows the selection of the Asset reference type that will be used to link the Asset. |
| Asset ID field | This field is where the user enters the ID (as per the selection made in the 'Asset ID dropdown box') of the Asset that is to be linked to the RFC. |
| Add button | When the ID has been entered the user can click Add to link the Asset to the RFC. |
| Search button | This can be used to search for Assets that have been created in the system. |
Tasks Tab
This tab allows the creation of Tasks as well as listing all of the tasks that have already been created for a RFC. For more information on Tasks click Click Here.
Billing Tab
This tab allows Billing information to be entered. Billing information can only be edited when performing a RFC Update.
The fields in the Billing tab are as follows:
| Key 1,2,3 | These are for viewing purposes and correspond to the the Keys selected in the RFC Details tab |
| Company | This drop-down box allows the selection of the Primary or Secondary Requestor to be used as the company to which the billing applies. |
| No Charge checkbox | XXXX |
| No of Transactions | Allows the user to enter the number of transactions that occurs on the RFC. |
| Estimate | Allows the user to enter an estimated time for resolution. |
| Time Billed | Allows the user to enter the actual time that will be billed for a single transaction. |
| Set as Cumulative | This checkbox if checked will set the Time Billed row as the Cumalitive amount. |
| Cumulative | Sums up the total amount of time worked on the RFC |
| Audit Log Cumulative | XXXX |
| $ Charge | XXXX |
| $ Quote | XXXX |
| Set As Charge | XXXX |
| Ref. Num | XXXX |
| Notes | Allows the user to enter plain text notes. |
Approvals Tab
This tab contains the Approver history of the RFC.
| Policy Name | XXXX |
| Decision Due Date | XXXX |
| Policy Type | XXXX |
| Decision Completed | XXXX |
| Approval Status | XXXX |
| Min No. Approvers | XXXX |
| Approver Log | XXXX |
| Approver History | XXXX |
Summary Tab
This tab shows the Printer Friendly view and is a summary of the the main details and correspondence for the RFC, Call or Change Request.
History Tab
This tab contains the Audit history of the RFC, Calls or Change Request.
There are five tabs within the History tab which are as follows:
| History | This tab shows all of the available audit log history for the RFC |
| Comments History | This tab shows the audit log history for Comments only. |
| Correspondence History | This tab shows the audit log history for Correspondence only. |
| Alert History | This tab shows the audit log history for Alerts (i.e. Due Date Alert etc.) only. |
| Attachments | This tab shows all of the attachments on the RFC. |
