Service Desk Templates

GDQ simplifies template configuration and approval workflow association for streamlined service request management. Admins / Connectors SGA’s can select, configure, and publish templates, choosing between active and inactive states.

Configure Pre-Defined Templates

In Administration, under Service Desk Administration, admins can select predefined GDQ templates, view details, and configure settings or fields associated with the chosen template.

Configure Approval Workflow

To associate an Approval Workflow with a GDQ template, configure an existing workflow or create a new one based on their requirements. Additionally, define the Service Level Agreement (SLA) and choose between automatic or manual fulfilment modes.

Approval Workflow

Admins can utilize the predefined workflow and configure one or more approver levels to raise service requests efficiently.

Active/Inactive Templates

• Active Templates: These are currently enabled and available for use. Select active templates when raising service requests.

• Inactive Templates: These are currently disabled and not available for use. Users cannot select inactive templates when creating service requests.

Publish a Template

By default, a newly created template is in draft status. To make it available, click the nine-dot icon associated with the template and select "Publish." Once the template is published, users won't be able to make changes to the fields and template information. And the template would be ready for consumption.

Once we activate the template, it becomes visible and accessible. Select and utilize published templates when raising service requests. On the other hand, unpublished templates are not accessible for consumption.

Mark templates as inactive but cannot delete or revert system-defined templates to draft status.

Status Progression for GDQ Table/Table Column Requests

The raised GDPR Table/Table column requests can be viewed from the left menu panel in the Service Desk module. Under the ‘My Requests’ tab, users assigned to the approval workflow can see the requests that have been raised. Selecting a specific request will direct to its Summary page, where comprehensive details of the request, including the request status, are displayed.

• New: This indicates that the request is in its initial stage and has not yet undergone processing or evaluation. It is new and awaits further action.

• New (if rejected): If the approvers reject the request, it reverts to the "New" status. It indicates that the request needs to be reviewed or modified before resubmission.

• Request to Publish: This status allows viewers to make a GDQ Request for Tables or GDQ Request for Table Columns available, triggering subsequent approval from the configured approvers.

• Pending Approval: This indicates that the request is currently being evaluated and reviewed by the assigned approvers.

• Fulfillment Successful (Published): Once the configured approvers approve the request, a fulfillment job is run in the background. Once the request is fulfilled, the status is changed to ‘Fulfilment successful,’ i.e., ' Published' status.

  

• The approver should add comments to the ticket whenever a service request is approved or rejected to provide additional context and information regarding the decision.

• The status of a service request progresses from "New" to "Pending Approval". During the approval process. Upon approval, it transitions to the "Published" status. If rejected, the request returns to the "New" status, prompting the need for further review or adjustments.

• Only Processors /Controllers/ Governance Roles/ Approvers configured in the workflow can approve or reject a request based on the established workflow configuration.

• Only the “Author” license type can be set as approvers of the request.

The table below represents the ticket statuses and corresponding actions based on different user licenses:

Ticket Status	Authors	Viewers
New	Yes	No
Request to Publish	Yes	No
Pending Approval	Yes	No
Resolved (If Approved)
Fulfillment Successful (Published)	Yes	No
Mark this ticket as closed - Closed	Yes	No
Reopen (If Rejected)
Reopened	Yes	No

Notification after execution

Triggers a notification upon completion of GDQ execution, indicating that the requested data has been fetched.

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