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Service Request Management is a process that manages the lifecycle of service requests. This practice allows users to create service requests and see status updates on them. It provides users with automated workflows and transparent service delivery process.
Service Request Life Cycle
The agents define service request forms seen by the end-users. The whole life cycle of the service requests is the following:
- An agent creates a category that will be storing specified Request Templates afterward.
- The agent creates a template.
- In order to be used by the end-users, a Waiting for Approval template has to be approved by a request_manager.
- From now on, the field Table is available, and the agent can choose a table from the list to set fields for the end-users.
- A Published template can be found on the service portal and is ready to be used by the end-users.
- In case of need, the end-user finds this service request form, fills in the fields, and sends it.
- The processing begins. Agents can divide the service request into request tasks, assign tasks to different employees, and change status.
- When the service request is completed, it gets assigned the Closed status.
Create a Request Category
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