Service Requests

A service request can be to resolve an issue, obtain a new service, obtain information, or change a current service. Service requests can be created via the Service Desk and Service Catalog.

About this task

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.

In Service Desk, 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. A requestor can either contact the service desk agent or create a service request via e-mail or other form of communication. A requestor also can create a self-service request via the Create Service Requests application or by clicking Create Service Request 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.

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.

You use the Service Requests application to create, view, and resolve service requests from customers or requestors.

  • 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.
  • Creating a service request
    You create a service request record to document a service requirement.
  • Creating related records
    While working on a ticket, you can create several types of related records.
  • Communication Templates and Automatic Notifications
    The Service Requests application provides predefined communication templates that you can use when sending a communication to other users. Communications that use predefined templates are automatically sent to the Reported By and Affected Person users shown on the service request record when certain conditions occur, such as a change in the status of the service request.
  • Reporting labor time
  • Starting and stopping the timer
    You can use a timer to record the time that you spend working on an incident, a problem, or a service request.
  • Adding or changing service request specification attributes
  • Service Requests application
    The Service Requests application is used 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.
  • Catalog Service Requests Approval
    The Catalog Service Requests Approval application displays open service requests (Line Manager and Fulfillment Manager) that are assigned to you for approval. In this application you can take action on multiple requests at one time, for example bulk approvals of a set of requests.
Parent topic: Working with Service Desk
Parent topic: Managing approval and fulfillment of service requests
Related reference:
Common ticket concepts and tasks

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