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A user query is one of the core components used in the communication between the end-user and the service desk department. User queries come to the fore when the end-user is not able to classify the type of their issue, whether it is an incident or a service request.

Create a user query

You can create a user query in two ways:

via

Via the Self-Service Portal

To create a user query, complete these steps:

  1. Navigate to your Self-Service Portal and click Ask a question.

     
  2. Fill in the fields.
  3. Click Save.

User query form fields

FieldMandatoryDescription
NumberYUser query number. This field has the INCXXXXXXX format and is populated automatically.
Contact TypeY

Define the source from which the request is received. Available options:

  • Phone
  • Email
  • Self-service
CallerYSpecify the originator of the user query. 

Urgency

Y

Specify the urgency of the issue. Typically, it is evaluated based on the time remaining until the issue impacts the business. Available options:

  1. Low
  2. Medium
  3. High
  4. Very High
SubjectYType a brief description of the issue.
DescriptionNType a detailed description of the issue.

After the form is saved, a record is created in the Inquiries (itsm_inquiries) table. At this time, the newly created user query is waiting to be processed by a service desk agent.

via

Via the agent interface

To create a user query, complete these steps:

  1. Navigate to User Queries → All User Queries.
  2. Click New to add a record for a new user queryand fill in the fields.
  3. Click Save or Save and Exit to apply the changes.

User query form fields

FieldMandatoryDescription
NumberYUser query number. This field has the INCXXXXXXX format and is populated automatically.
Contact TypeY

Define the source from which the request is received. Available options:

  • Phone
  • Email
  • Self-service
CallerYSpecify the originator of the user query.
CompanyNSpecify the company to which the user query is related.
Related TicketsN

Specify the related configuration items affected by the user query.

Info

The user query is automatically connected to a related record and displayed on its form. 


SubjectYType a brief description of the issue.
DescriptionNType a detailed description of the issue.
StateN

This field displays the work state. Available states:

  • Unprocessed
  • Processed
  • Dropped
UrgencyY

Specify the urgency of the issue. Typically, it is evaluated based on the time remaining until the issue impacts the business. Available options:

  1. Low
  2. Medium
  3. High
  4. Very High
Inquiry converting

User query states
Anchor
process
process

Info
titleInquiries User Query State Model

The A newly created inquiry user query is in assigned the Unprocessed state. If Once it is classified by a service - desk agent, its the state changes to Processed. Another possible state is Dropped. Erroneous or spambot inquiries should be dropped, which is typically assigned to erroneous or spambot user queries.

Once an inquiry a user query is created, it should be processed by ITSM agents. The inquiry process includes processing of a user query involves its classification as one of the specific issue types.

The following issue types are available: 

  • Incident
  • Problem
  • Change Request
  • Service Request.

To classify a inquiryuser query, an agent should complete the these steps below:

  1. Navigate to Inquir ies User Queries → Unprocessed.
  2. Open the necessary inquiryrequired user query.
  3. Click on the UI action named by the needed issue type.

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into Incident

  1. Select the type by clicking the respective button in the top-right corner of the form. 

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Convert a user query into an incident

A user query can be converted into an incident after it is analyzedInquiries can be converted to incidents after analysis. For more information about this, please refer to the Inquiry to Incident conversionsee the User Query to Incident transformation article.

into Problem

Convert a user query into a problem

A user query can be converted into a problem after it is analyzed. To do so, follow these steps:

  1. Navigate to Inquir ies User Queries → Unprocessed.
  2. Open the necessary inquiryrequired user query.
  3. Click Problem at in the top-right corner of the form.
  4. Fill in the mandatory fields in the problem form:
    • Service
    • Impact
    • Assignment groupGroup
    • Assigned user.User
  5. Click Save or Save and Exit to apply the changes. 

As a result:

  • Original inquiry The original user query state is changed to Processed.
  • A new Problem record is created in the Registered state.

into Change Request

Convert a user query into a change request

A user query can be converted into An inquiry can be converted to a change request after analysisit is analyzed. To do this, an agent should complete the steps below:

  1. Navigate to Inquir ies User Queries → Unprocessed.
  2. Open the necessary inquiryrequired user query.
  3. Click Change Request at the in the top-right corner of the form.
  4. Select a previously created change template from the dictionary. This field is mandatory.
  5. Click Create to finish the conversion or Skip to cancel.
  6. Fill in the mandatory fields in the request form:
    • Service
    • Impact
    • Assignment group Group 
    • Assigned user.User
  7. Click Save or Save and Exit to apply the changes. 

As a result:

  • Original inquiry state The original user query state is changed to Processed.
  • A new Change Request record is created in the Registered state.
into Service Request

Convert a user query into a service request

  1. Navigate to Inquir ies User Queries → Unprocessed.
  2. Open the necessary inquiryrequired user query.
  3. Click Service Request at in the top-right corner of the form.
  4. Select the a previously created request modeltemplate from the dictionary.
    • Leave the field empty if this request is classified as non-typical.
  5. Click Create.
  6. Fill in the mandatory fields in the request form:
    • Service
    • Impact
    • Assignment groupGroup
    • Assigned User
  7. Click Save or Save and Exit to apply the changesClick Create to finish the conversion.

As a result:

  • Original inquiry state The original user query state is changed to Processed.
  • A new Service Request record is created in the Registered state.

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