Creating new requests

Intended Role: Requestor

 

There are several ways to create requests in Clarizen, both internally in Clarizen, as well as from outside the system via email or via a custom web form. Requestors benefit from using Clarizen to submit requests, as they can then review request status, collaborate on requests, attach documents, and review reports across requests.

 

Anyone in the organization who wants to submit a request, typically to the IT team, can quickly and efficiently log a request that falls into the correct sizing, scoring, and prioritization queues, with the minimum necessary information. Your organization can configure request intake forms that ask for all mandatory data and automatically drive routing and workflow approvals based on your governance process.

 

Creating requests in Clarizen

Description:

Leveraging Clarizen custom actions, organizations can define what information the user submits as well as which specific fields are required versus optional. Additionally, the custom action provides the ability to control email and system notifications at a granular level (e.g. all new requests get routed to a particular group or user within your organization).

 

Admin Steps:

The best practice application includes a custom action at the organization level, with recommended fields. These should be modified to fit the needs of your organization.

 

  1. Ensure to restrict this action to only the Profiles that should be allowed to submit requests (as dictated by your organization)
  2. Request the following values from the user:
    1. Submitted By - default should be the current user, with the ability to override this (e.g. request being submitted on behalf of another user)
    2. Title - title of the request
    3. Description - short description of the project being requested
    4. Project Goals - what goals is the project trying to accomplish?
    5. Expected Business Value - what business value will the project bring?
    6. Business Alignment - does the project align to the organization’s business objectives?
    7. Justification - describe the overall justification for executing this project
    8. Identified Risks - list all identified risks associated to the undertaking of the requested project
    9. Estimated Cost - how much will the requested project cost the organization?
    10. Sponsor - business stakeholder sponsoring the request
    11. Attachment - attach supporting documentation relevant to the requested project
  3. Send an email confirmations (the body should include a link to the request in Clarizen):
    1. Send an email to the submitter of the request
    2. Send an email notifying the responsible user or group that a new request has been submitted

 

End User Steps:

 

  1. From the navigation panel open the Custom Action submenu, then click New Project Request
  2. In the pop-up, fill in the fields below (required fields are denoted with a red asterisk):
    1. Submitted By - default should be the current user, with the ability to override this (e.g. request being submitted on behalf of another user)
    2. Title - title of the request
    3. Description - short description of the project being requested
    4. Project Goals - what goals is the project trying to accomplish?
    5. Expected Business Value - what business value will the project bring?
    6. Business Alignment - does the project align to the organization’s business objectives?
    7. Justification - describe the overall justification for executing this project
    8. Identified Risks - list all identified risks associated to the undertaking of the requested project
    9. Estimated Cost - how much will the requested project cost the organization?
    10. Sponsor - business stakeholder sponsoring the request
    11. Attachment - attach supporting documentation relevant to the requested project
  3. Click OK
  4. Once successfully created, the notifications below will be created with the ability to click on a hyperlink to access the request:
    1. An email confirming that the request has been successfully submitted
    2. A green success message in Clarizen that the request has been successfully submitted

 

Example:

 

Creating requests in web form

When considering how non-licensed users create requests in Clarizen, we recommend using a web form when possible. You’ll be able to control the minimum fields of data you require in order to process the request and you can leverage web technologies to build a rich and interactive experience (eg. dependent forms).

 

Admin Steps:

Leverage Clarizen’s SOAP or REST API to create a web form with recommended fields and host it on a server of your choosing.

 

End User Steps:

  1. Access your organization’s web form
  2. Fill out mandatory fields and click Submit
  3. Confirm receipt of success email
  4. If you have additional information or questions,


Example:

Creating requests via email

 Description:

Leveraging Clarizen’s InterAct engine, organizations can easily allow non-licensed and licensed users to submit a request through email where very little structured information is required. The ability to control routing and system notifications are retained in this method (e.g. all new requests get routed to a particular group or user within your organization).

 

Given this method, there are inherent limitations. You’ll have to work with a few core inputs such as “To:”, “From:”, Subject Line and Body. Most organizations require specific information from the requestor beyond what email can realistically provide. This limited input typically results in a less efficient process as the team has to spend more time gathering the necessary data. If you have a large number of non-licensed users that need to submit requests, it’s recommended that you set up a web based input form that leverages our API (Guide Above).

 

Admin Steps:

Activate InterAct and distribute the email address to submit a request.

 

  1. Go to the Interact page in settings, found here.
  2. The Organization Domain Name will based on the Organization name you set initially. It should look like: [organizationname].clarizenmail.com. However, feel free to update it
  3. Click “Enable and Get Started”
  4. Under the Request, click the “Email” link next to the Quick option. The email link embedded in this email will be Request.Quick@[organziationname].clarizenmail.com
  5. Create a user in your global directory (or LDAP) called “Project Request” and set the email address in step 4 to that user’s email.
  6. Send an email to “Project Request” to test. A new request should be created.

DISCLAIMER: Making changes to these configurations will take them outside the scope of standard support. Please contact your CSM prior to making any changes in Settings and Mapping and Events.

End User Steps:

  1. Create a new email using your organization’s email program of choice
  2. In the To: field, enter find the contact “Project Request”
  3. In the Subject, enter title of the request
  4. In the Body of the email, provide description and details
  5. Attach a file if required

 

Example:

 

 

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