An action request (AR) is a collection of information that describes a single event or incident, such as a problem or a service request. Each AR represents a single entry in an AR System database.
As a user of the Action Request System, you are involved in two primary activities:
You look at or modify ARs by opening a Query window for the schema that holds the information you want to view. See Reviewing and Modifying Action Requests for detailed instructions on using the Query window.
A schema is the definition of an AR System database. Each schema is designed to help you perform a different type of activity. The schemas that you can select from were implemented by your AR System administrator to help you manage the workflow of your daily operations.
For example, your AR System administrator may have implemented one schema to help keep track of calls coming in to the help desk. The administrator may have also implemented a schema that contains a record of the equipment that each user has. You may use one or both of these schemas to perform your job tasks.
The administrator can implement as many (or as few) schemas as needed. The administrator can also control whether or not a specific user has full, limited, or no access to a schema and to the information it contains. If you do not have access to the schema at all, it does not appear in your list of available schemas.
Each schema contains a set of fields. The fields contain various pieces of information that are part of the schema. Each field contains a certain type of information and has its own set of rules about who can look at or modify the information in the field.
Note: Since it is possible for you to have access to a schema but not to any of its fields, you could display a schema that appears to not have any fields.
For more information on fields see Reviewing and Modifying Action Requests.
Click the thumbnail graphic below to view an example some fields you may see in a typical schema designed to track trouble reports. The schema shown is one of the schemas supplied as sample schemas with the AR System (for details about sample schemas, refer to the Action Request System Getting Started Guide).
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