A service request can be created/submitted in three ways:
- from the Service Catalog via the Self-Service Portal
- via the agent interface
- from a user query
Via the Self-Service Portal
This procedure implies that it is performed by an end-user.
From the Self-Service Portal, you can submit a service request by selecting a respective, pre-defined request from the Service Catalog. To do so, complete the following steps:
- Navigate to your Portal main page.
- Click the Service Catalog card.
- From the respective category, select the required request and fill in the fields.
- Click Submit Form.
As a result, the new service request will be created in the Registered state.
You can track the work process on the My Tickets page. To open the record of the service request, complete the following steps:
- In the header, navigate to Cabinet → My Tickets.
- Click My Service Requests on the left.
- Check the state of the created request.
Via the agent interface
This procedure implies that it is performed by a user with the ITSM_agent role.
To create a service request via the agent interface, complete the following steps:
Navigate to Service Request Management → New.
Fill in the fields.
Click Save or Save and Exit to apply the changes.
You can copy the record number, title, and link via the hamburger menu. To do so, click Generate Link.
Service Request form fields
Field | Mandatory | Description |
|---|---|---|
| General tab | ||
| State | Y | This field is populated automatically with the Registered state when the request is being created. To learn about the other states, see Process Service Requests. |
Impact | Y | Measure the effect that the service request may cause on the business processes. See the Priority Management article to learn more. |
Urgency | Y | Specify the urgency of the request. Typically, it is evaluated based on the time remaining until the issue impacts the business. See the Priority Management article to learn more. |
Priority | N | Priority is a function of impact and urgency. It identifies the importance of a request. See the Priority Management article to learn more. |
Assignment Group | Y | Specify a group responsible to work on the request. When a service request is assigned to a group, the Assigned User field becomes non-mandatory. There is a dependency between the Assigned User and Assignment Group fields. Refer to the Auto Assignment article to learn more. |
Assigned User | Y | Specify a person responsible to work on the request. When a service request is assigned to a user, the Assignment Group field becomes non-mandatory. There is a dependency between the Assigned User and Assignment Group fields. Refer to the Auto Assignment article to learn more. |
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. |
Related CIs | N | Specify service-related configuration items affected by this service request. |
Caller | Y | Specify the request originator. |
Company | N | Specify the company to which the request is related. |
Service | Y | Specify the service affected by this service request. |
| Attention required | N | Select this checkbox to notify the line manager of the assigned group/assigned user. |
| Followers list | N | Contains the list of users who follow the request for tracking the updates. |
| Activity Feed | ||
| This section appears after the request is saved. | ||
| Discussion | N | Add comments with information on the request. |
| Work Notes | N | Add work notes. |
| Related Records tab | ||
| Use this tab to create relationships between service requests and other types of tasks. See Create Records Related to Service Requests to learn more. | ||
| Closure Information tab | ||
| This tab appears and becomes mandatory when the service request state is Completed or Closed. See Process Service Requests to learn more. | ||
The External Specification and Internal Specification related lists contain Knowledge Base articles with the same Service as in the service request, for quick access to the necessary instructions. See the Knowledge Management article to learn more about the service specifications.
Access to the form fields
The read or update access to certain fields of a record can vary depending on the current user's roles.
- The users with the ITSM_agent or change_manager roles, other than the creator of the change request or the assigned user, can:
- View the record.
- Submit Work notes and Discussion comments in all states of the request other than Closed.
- Edit the State, Assignment group, and Assigned user field values in all states of the request. The Work notes field becomes mandatory in this case.
- Edit the Followers list field value.
- The caller can:
- View the record, except for the Work notes field.
- Submit Discussion comments.
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