Create a service request
You can create service requests in two ways:
- via the Self-Service Portal
- via the agent interface
Via the Self-Service Portal
To create a request, complete the steps below:
- Navigate to your Self-Service Portal and click Service Catalog.
Fill in the fields.
- Click Save.
Via the agent interface
To create a request, complete the steps below:
- Navigate to Service Request Management → New.
- Fill in the fields.
- Click Save or Save and Exit.
You can copy the record number, title and link via the hamburger menu. To do this, click Generate link.
Request form fields
| Field | Mandatory | Description |
|---|---|---|
| Number | Y | Request number. The field is populated automatically with the unique identifier in the REQXXXXXXX format. |
| Master IT Service | N | Assigned Master IT Service. The Master Service is the highest item in the service hierarchy. |
| Caller | Y | Specify the originator of the request. |
| Company | N | Specify the company to which the request is related. |
| Contact Type | Y | Select the source from which the request is received. Available options:
|
| Service | Y | Specify the service affected by the request. |
| Related CIs | N | Specify related configuration items affected by the request. |
| Assignment Group | Y | Specify a user group responsible for working on the request. When the Assignment Group field is specified, the Assigned User field becomes non-mandatory for the states Registered and Assigned. There is a dependency between the Assigned User and Assignment Group fields. To learn more, refer to the Restrictions for assignment article. |
| Assigned User | Y | Specify a user responsible for working on the request. This field is mandatory for the states In Progress, Completed and Closed. When the Assigned User field is specified, the Assignment Group field becomes non-mandatory for the states Registered and Assigned. To reassign a user or a group, use the Reassign button at the top right corner of the window, or set a new assigned user, or a group by clicking the magnifier icon next to the Assigned User field. As a result, the request state changes to Assigned. There is a dependency between the Assigned User and Assignment Group fields. To learn more, refer to the Restrictions for assignment article. |
| Attention Required | N | Select the checkbox to notify the line manager of the assigned group/assigned user. |
| Subject | Y | Add a brief description of the request. After saving, the field is hidden on the form. |
| Description | N | Add a detailed description of the request. |
| Request Template | N | Select the template created earlier. |
| State | N | This field displays the work state and progress. Available states:
|
| External Task | N | Specify the task that the external company has to do. The field appears on the form when the state is External Processing. If the field is populated, it is displayed in other states. |
| External Company | N | Specify the company that is going to complete the request task externally. The field appears on the form when the state is External Processing. If the field is populated, it is displayed in other states. |
| Impact | Y | Measure the impact caused by the issue on the business processes. Available options:
|
| Urgency | Y | Specify the urgency of the request. Typically, it is evaluated based on the time remaining until the issue impacts the business. Available options:
|
| Priority | N | Identifies the importance of the request according to the priority matrix. This field is populated automatically based on the values specified in the Impact and Urgency fields. Possible options:
See the Priority Management article to learn more. |
| Followers List | N | Displays a list of users who follow the problem for tracking the updates. This read-only field appears if at least one user followed the request. |
State Flow
Procedure | Status | Description |
|---|---|---|
| Logging | Registered | The state for a newly created service request. Possible transitions are In Progress, Authorization, Assigned, or Completed. |
| Categorization | Assigned | A request is categorized and assigned to a relevant person or group. |
| Authorization | A request must be reviewed and authorized by the responsible persons or groups. | |
| Resolution | In Progress | A request is in the process of implementation. When the work is over, the state has to be changed to Completed. |
| Closure | Completed | When a request is in this state, the caller (originator of the request) can perform the tests and provide feedback based on the results of the implementation. If the user is satisfied with the solution, the request is marked as Closed; otherwise, it is Rejected by User. Also, when a request is completed, the caller can evaluate how the agent did his job and the service level as a whole. For this, the following steps need to be completed:
|
| Closed | All activities on this service request are over and cannot be reopened. |
Service requests prioritization
The priority of a service request can be figured out based on its impact and urgency using the priority matrix.
The impact of a service request indicates the potential damage or effect that will be caused to the business user, service, or CI. In SimpleOne, the impact metric can be categorized as:
- Low
- Medium
- High
- Very High
The urgency of a service request indicates the measure of time until the issue impacts the business. In SimpleOne, the urgency metric can be categorized as:
- Low
- Medium
- High
- Very High
Based on the priority, service requests can be categorized as:
- Low
- Moderate
- High
- Critical
The priority matrix
| Impact / Urgency | Low | Medium | High | Very High |
|---|---|---|---|---|
| Low | Low | Low | Moderate | High |
| Medium | Low | Moderate | Moderate | High |
| High | Moderate | Moderate | High | Critical |
| Very High | High | High | Critical | Critical |
Assign and update service requests
To assign a service request, follow these steps:
- Open the service request you need to assign.
- Click the magnifier icon
next to the Assigned User or Assigned Group field. - Select the responsible person or group to assign the service request to.
- Click Save or Save and Exit to apply the changes.
There is also a quick way to assign a service request to a current user. To do so, click the Start work button in the right top corner to become the Assigned User. The state of the service request changes to In Progress automatically. The assigned group field remains unchanged (either with a group specified or empty). This button is available for all users who are not assigned to the service request and who have the itsm_agent role, or belong to the assigned group.
To update a service request, follow these steps:
- Open the service request you need to update.
- Change the fields as required.
- Click Save or Save and Exit to apply the changes.
Create request tasks
If solving a service request requires the participation of different departments, you can create a Request Task for each of them. For more information, refer to the Request Task Management article.
Create relationships
You can create relationships between service requests and other types of tasks. To do so, complete the following steps:
- Open the service request you want to work on.
- Scroll down the page and open the Related Records tab.
- Click the magnifier icon next to the field you need.
- In the new window that appears, pick the required option.
- Click Save or Save and Exit to apply the changes.
Relationship types
| Type | Description |
|---|---|
| Slave Requests | Pick a child request that your request is the parent of. |
| Master Request | Pick a parent request that your request is the child of. |
| Related User Query | A user query related to the request. |
| Solved by Changes | The request can be solved by the changes specified. |
| Related Incident | An incident related to the request. |
| Related Request Model | A reference to the request model based on which the request is created. The field is read-only. |
Closure information
Close the service request once it is completed. When closing the service request, the responsible person must provide the closure code.
Closure code
This code specifies an option for the closure.
| Option | Description |
|---|---|
| Solved 1st Level | The request is resolved by the service agents of the 1st level without functional or hierarchical escalation. |
| Solved 2nd Level | The request is resolved by the service agents of the 2nd level (agents of the 1st level were unable to solve it). |
| Not Solved (Refused) | The caller is not satisfied with the service delivery. |
| Not Solved (Dropped) | This closure code is chosen by the agent when the caller's request is not a service request. |
