Service Request Tab

You use the Service Request tab in the Service Requests application to create, modify, view and delete service request records. Enter such information as reported and affected users, owner or owner group, affected assets and locations, target and actual work dates, and other details about the service request. You can also classify the service request to enhance solution searching and reporting.  

Service Provider includes the following additional fields:
  • Customer
  • Customer Charge Account
  • Customer Cost Center
  • Response Plan
  • Line Price
  • Under Select Action, Apply Response Plan
    Note: When you apply a response plan to an incident, you ensure predictable and repeatable responses to similar incidents

    Under Select Action, the Service Provider selection also provides the following options:

    • View Cost and Prices: To view transaction costs and prices, fees and charges for an incident
    • View Billing Status History: To view billing status history for an incident
    • Add/Modify Fees and Charges: To add or modify fees and charges on a ticket. The dialog box also displays fees and charges added with any applied price schedule.
    • Apply Customer Agreement: To apply a customer agreement to an incident. When you apply a customer agreement, you also apply the price schedule that matches certain criteria on the incident.
    • Select/Deselect Price Schedule: To select a price schedule or deselect a price schedule on an incident. You associate only one price schedule with a record, for example, you can deselect a price schedule so that you can select a more appropriate one.
  • The following Incident tab fields also provide a Primary Customer value:
    • Asset
    • Location
    • Configuration Item

For information about a field, place the cursor in the field and press Alt + F1.

See Also

Create a Service Request

Parent topic: Service Requests application

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