Service Requests application
Use the Service Requests application to create, view, and resolve service requests from customers or requestors. The request can be to resolve an issue, obtain new service, obtain information, or change a current service. Either a service desk agent or a customer can create a service request.
A service request record is a type of ticket. Other ticket types are problems and incidents. The ticket applications are closely related and share many features, including the ability to define relationships between tickets, link them together for information purposes, and view the linkages and details in the appropriate applications.
The tabs and operations that are available in this application depend on the edition of the product that you are using. Users of the Entry edition access a simplified version of the application.
Service requests can be created by the Service Desk and Service Catalog.
A
requestor can either contact the service desk agent or create a service
request via e-mail or other form of communication. A requestor can
create a self-service request via the Create Service Requests application,
or by clicking 
Create
Service Request in the Navigator in the Self Service Center application.
The agent views these requests in the Service Requests application
and either resolves them or delegates them to another party for resolution.
In Service Catalog, when a catalog request is submitted, a service request is created for each item in the cart. The Service Requests application can be used to view, approve and fulfill the requests. The approval and fulfillment process for a service request can be automated using workflows provided with the product.
Service request records are a type of ticket. Other ticket types are incidents and problems. The ticket applications are closely related and share many features, including the ability to define relationships between tickets, link them together for information purposes, and view the linkages and details in the appropriate applications.
An agent creates a service request record to track all contacts from a requestor, capture information from the requestor and determine what, if any, further action is needed.
Service Catalog Service Requests
A service request can be created from a request for an offering that is submitted through the Service Catalog. When a service request originates from the Service Catalog:
- Service Catalog attributes are displayed when the service request is created from the Service Catalog.
- Service request status values are available when a service request is created from the Service Catalog.
- The Activities tab is displayed for service requests created from the Service Catalog.
- Offering details can be viewed by clicking the Show Offering Dialog button on the Service Request application Specifications tab. This option is only available if the service request originates from Service Catalog. The Show Offering Dialog button is also displayed on the Work Order Tracking and Change applications Specifications tab, if the work order or change requests originates from Service Catalog.
The Global Search application can be started from this application. Use the toolbar icon to perform a global search.
For more information about tasks you can perform using this application, use the links at the bottom of this page and in the navigation area on the left.
To view a list of Service Request records that have been created and saved in the application, place the cursor in the Service Request field, and press Enter. Use the search and query capabilities to limit your list as needed. After you open a Service Request record, you can click View Record List to return to the list of records.
Tabs are displayed when a record is open; the tabs enable you to work with the selected record.
- Service Requests
- Use this tab to create, modify, view, and delete service request
records for customers and other users.
Enter such information as reported and affected users, owner or owner
group, details about the service request, affected assets and locations,
and target and actual work dates. You can also classify the service
request, by specifying attributes to categorize it further, and so
enhance solution searching and reporting. Flag a service request as
a global issue if it affects many users or locations. View the service
bulletin(s), if any, associated with the service request.
Additional fields enable you to manage customer-related service requests. You can specify the customer, customer charge account, and customer cost center; you can also apply a response plan that ensures predictable, repeatable responses to service requests related to this customer.
This tab also provides Work and Communication Logs. Work log entries document work done or needing to be done for the reported issue, its originating record, and its follow-up records. Communication log entries list all communications created from this record.
- Solution Details
- Use this tab to search for and attach an existing solution from
the solution catalog or to view solution information that has already
been added to the ticket. You can search the solution catalog either
with or without information from the solution record. The large free-form
data entry fields contain solution information. The fields can contain
data from a solution record you attach or a solution you create for
the record.
Use the Tried Solutions table to view the history of all solutions previously tried to resolve the corresponding ticket.
- Activities
- Use this tab to create, delegate, and track activity work orders for a ticket (incident, problem, or service request) and to report actual labor time spent resolving the ticket and its activities.
- Related Records
- Use this tab to create, view, or navigate relationships among service requests, incidents, problems and other records. You related records for informational purposes only. These relationships can be many-to-many, and do not represent record hierarchies. Unless they are related to a global record, there is no inheritance of status or other linkage between the current record and the records listed on the Related Records tab. However, the tab gives you an easy way to view and navigate among these informally related records.
- Service Address
- Use this tab to view or add service address information and to view information about the associated customer, customer agreement, price schedule, and billing status.
- Map
- Use this tab to view a map showing the location of the site or asset. A map is provided only if your administrator has enabled a map service for your installation. The map shows the location of the service address. Right-click the pin icon on the map to view details about the asset or ticket. If the address is close but not quite right, you might be able to correct it by clicking Find Location.