RFC Overview
Video Tutorial
Inline with ITIL standards, RFC's have now been included in versaSRS as an individual component separate from Cases. An RFC is defined as "a formal request for the implementation of a Change"; RFC records can be created by selecting the New Item icon on the Navigation Header and RFC from the listed choices. In versaSRS an RFC is separate from a Case or Problem though they share many attributes.
An RFC has a required set of fields and a number of possible actions that can be performed. 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 or edit existing RFC's they need to be assigned a Security Profile with the correct level of access.
Details
| Issue * | The issue reported by the customer. For RFC's logged via email, this field corresponds to the email subject. |
| Details | A more detailed description of the issue 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. |
| RFC Type | The Type of RFC, selected from the drop down list options. |
| Received By | The method by which the RFC was received (e.g. fax), populated from the drop down list options. For RFC's logged via email, the list will display Email. |
| Team * | The Team the RFC is to be assigned to, selected from available Teams in the drop down list. For RFC's logged via email, the Team will be governed by whether the destination address (To) can be mapped to a system Team (based on the Primary Address). Custom routing rules may also control the destination Team. |
| Skill Group | The Functional Area the RFC is to be assigned to, selected from available Functional Areas 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. |
| Qualifier 1 | The primary sorting Qualifier for the RFC, selected from the available drop down list options. |
| Qualifier 2 | The secondary sorting Qualifier for the RFC, selected from the available drop down list options. |
| Qualifier 3 | The tertiary sorting Qualifier 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 | The Product Type related to the RFC, selected from the available drop down list options. |
| Product | The Product related to the RFC, selected from the available drop down list options. |
| Impact | Specifies the severity of the impact of the RFC, selected from the available drop down list options. |
| Service Area | The Service Area to which the RFC relates, selected from the available drop down list options. |
| Symptom Code | Specifies the type of symptom related to the RFC, selected from the available drop down list options. |
| Cause Code | Specified the cause related to the RFC, selected from the available drop down list options. |
Client Details
This tab contains the Client Details of the Primary and Secondary Requestors for the RFC. When an RFC is logged via email the email address will be populated in the Primary Requestor email field. If the email has been sent from a known contact other fields will be auto-filled with the available details.
The fields in the Client Details tab are as follows:
| Company | The company that the Primary Requestor is from |
| Job Title | The job title of the Requestor |
| 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 |
| Department | The Requestors department within the company |
| Location | The Requestors location |
| Computer | The name of the Requestors computer |
| Username | This field relates to the VIPTag and VIPColor Application Property fields in the Global Settings. When the VIPTag and VIPColor fields are defined in the Global Settings, and the VIPTag text is entered into the Username field of the Case, the Requestors name will appear bold and coloured in the Case listing. |
Assessment Tab
This tab is for Assessment purposes and allows the recording of key factors related to the RFC.
| Plan Start | This field records the planned start date and time related to the RFC |
| Plan End | This field records the planned end date and time related to the RFC |
| Estimated Time | The estimated time for the RFC |
| Estimated Cost | The estimated cost for the RFC |
| Actual Start | This field records the actual start date and time related to the RFC |
| Actual End | This field allows entry of the Business Impact Analysis (BIA) related to the RFC |
| Actual Time | The actual time spent on the RFC |
| Actual Cost | The actual cost for the RFC |
| Business Impact Analysis | This field allows entry of the Business Impact Analysis (BIA) related to the RFC |
| Productivity Loss | This field allows entry of the Productivity Loss related to the RFC |
| Technical Resources | This field allows entry for the Technical Resources relevant to the RFC |
Justification Tab
This tab is where the Justification for the RFC is recorded.
| Justification Code | The category of the Justification for the RFC. |
| Justification | Text field allowing entry of the details for the Justification of the RFC. |
PIR (Post Implementation Review) Tab
This tab contains the PIR of the RFC. This allows a PIR to be entered and viewed easily by users.
The fields in the PIR tab are as follows:
| Post Implementation Review | Text field that allows the PIR (Post Implementation Review) of the RFC to be entered. |
| Initial Solution Type | Depending on what is selected it will enable or disable the Send Open/Closed confirmation checkboxes to suit the circumstance. Applies when creating New RFCs only. There are three selections available which are Not Resolved, Workaround and Resolved. |
| Send open confirmation checkbox | Checking this will cause the Open Confirmation email (set in the Team Settings) to be sent when the RFC is logged. Applies when creating New RFCs only and that the Initial Solution Type is set to either Not Resolved or Workaround. |
| Send closed confirmation checkbox | Checking this will cause the Closed Confirmation email (set in the Team Settings) to be sent when the RFC is logged/closed. Applies when creating New RFCs only and that the Initial Solution Type is set to Resolved. |
Children Tab
This tab contains the list of RFC's which have been made a Child or Parent of the RFC. Double clicking the record will take you to the Child RFC. A Child RFC can be created by right clicking on the Parent RFC and selecting Link to Child from the menu.
Links Tab
This tab allows the creation of a link between RFC's, Cases and Problems as well as showing the current links already established. Unlike a Child/Parent relationship a Link does not have to be of the same record type (i.e. Case, RFC, Problem) and is just a connection between two or more entities with no implied hierarchy.
The fields in the Links tab are as follows:
| Record Type dropdown box | The type of record that is to be added (i.e. Case, Problem, RFC). |
| Record ID | The ID number for the record that is to be linked to the RFC. |
| Add button | Adds the record that has been specified in the previous two fields. |
| Remove button | Removes the selected linked record from the RFC. |
| Page left and right arrows | Changes page if the number of links on the RFC requires multiple pages to display. |
Forms Tab
This Tab maintains a record of all Forms that have been associated with the RFC, Case or Problem.
The fields in the Forms tab are as follows:
| Refresh button | Refreshes the page showing the most up to date display of the Forms in the RFC. |
| Select button | Allows selection of a Form to add to the RFC. |
| Delete button | Removes the Form from the RFC. |
Assets Tab
This tab allows the linking of an Asset to a RFC, Case or Problem 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 an RFC. For more information on Tasks Click Here.
The fields in the Tasks tab are as follows:
| Refresh button | Refreshes the page showing the most up to date display of the Tasks in the RFC. |
| New button | Allows creation of a new Task to add to the RFC. |
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:
| 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 | Specified if work done on the RFC is not to be charged to the Company |
| 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 Cumulative amount |
| Cumulative | Sums up the total amount of time worked on the RFC |
| Audit Log Cumulative | Aggregates the Log Time for Updates to the RFC |
| $ Charge | Specifies the amount charged for the RFC |
| $ Quote | Specifies the quote given for the RFC |
| Set As Charge | Sets the $ Quote amount to be the $ Charge amount |
| Ref. Num | The billing reference number related to the RFC |
| Notes | Allows the user to enter plain text notes |
Approvals Tab
This tab is where a Policy can be applied to an RFC. Policies require approval and are used to direct decisions and to ensure consistent and appropriate development and implementation. See Manage RFC Policy for details on creating Policies.
The fields in the Approvals tab are as follows:
| Start Approval button | Starts the approval process after the policy has been applied. |
| Apply Policy button | Applies a Policy to an RFC based on the fields selected in RFC Details and the corresponding RFC Policy specified in the Manage RFC Policy section. |
| Refresh button | Refreshes the Approval details showing the most up to date information. |
| Policy Name | The name of the Policy that has been applied to the RFC. |
| Decision Due Date | Specifies the Due Date for the Approval decision based on the Policy. |
| Policy Type | The type of policy that has been applied |
| Decision Completed | Specifies the date when the when the Approval Decision is completed. |
| Approval Status | The status of the Approval |
| Min No. Approvers | Specifies the minimum number of Approvers before the RFC can go ahead. |
| Approver Log | Shows the Approver Log which includes the fields; LogID, Approver, Status, Mandatory, Last Updated, Actions |
| Approver History | Shows the Approver History which includes the fields; Date/Time, Action By, Type of Action, Subject, From, To, CC, BCC, Details. |
Summary Tab
This tab shows the Printer Friendly view and is a summary of the main details and correspondence for the RFC.
The fields in the Summary tab are as follows:
| Show Comments | If checked will display Comments made within the RFC in the Summary view |
| Show confidential comments | If checked will display Confidential Comments made within the RFC in the Summary view |
| Show correspondence history | If checked will display the Correspondence History (email correspondence) within in the RFC in the Summary view |
| Show Telephone Calls And Meetings | If checked will display the Telephone Calls and Meetings within the RFC in the Summary view |
| Refresh button | Refreshes the page to display the most up to date representation of the Summary view. If checking or unchecking the above display options you will need to click Refresh for the change to take effect. |
| Print button | Prints the Summary view |
| Show All button | Checks all of the display option fields and refreshes the page |
History
This tab contains the Audit history of the RFC, Case or Problem.
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. |
