Time Bound Request

Introduction

Time Bound entity facilitates access to a remote resource or a group of resources.

The following functions are available only using role-based access control:

• Configuring users to access selected resources.
• Providing required permissions.

The time-bound tickets feature no longer provides time-bound access to the resources.

Remote console access is the key functionality that helps user to access the affected resource from anywhere and resolve the issue in real-time. The user actions on the remote resource are recorded for auditing and learning. You can do remote console access for managed resources by creating Time Bound entity.

Configure time bound settings

1. Navigate to Setup > Service Desk > Configuration section > Settings.

2. Select the Time Bound tab.

   

3. From TIME BOUND SETTINGS, configure the Property settings and click Update.

You can customize Time Bound details by creating custom forms in service desk.

Create time bound entities

1. Navigate to Command Center > Tickets.
   The Tickets page is displayed.

2. Click ADD + and select Time Bound Request. The Add Time Bound Request page is displayed.

   

3. Enter the following information:

Manage time-bound entities

You can view, edit and close the time-bound request that you have created in Service Desk.

• You can create a time-bound request that has the same configurations as an existing request by using Save As option. The new time-bound request is created with a unique Request ID.
• The timer displays the remaining time duration to access the resource.

Edit time bound request

Edit a single time bound request

1. Navigate to Command Center > Tickets and select a time bound request that you want to modify.
2. You can either click on the time bound request ID to modify the details and save them or select Edit from the Actions dropdown menu to make changes to the details.

Edit multiple tasks

1. On the Tickets page, select the multiple time bound requests for which you want to perform a bulk update.
2. Click BULK UPDATE.
   The Update Actions page is displayed.
3. Make the necessary changes and click SAVE.

Close time-bound entities

You can close time-bound entities manually or by configuring Auto-Close policy.

1. Click a time-bound request you have created.
2. On the Time Bound details page, select the option Closed from the Save as drop-down options.
   The request is saved as a closed request.

Auto-close time-bound entities

Configure auto-close policies to close the resolved time-bound requests that are in an inactive state for a certain elapsed time.

1. Navigate to Setup > Account > Service Desk.
2. In the left navigation pane, navigate to the Automation section and select Auto Close Time Bound Requests.
   The Auto Close Policies page is displayed.
3. From Auto Close Policies, select Auto Close Time Bound Requests.
   The POLICY - AUTO CLOSE Time Bound Requests screen is displayed.
4. Enter the following information:

5. Click SAVE to activate auto close.

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