Versions Compared
Key
- This line was added.
- This line was removed.
- Formatting was changed.
| Tip |
|---|
Role required: request_manager. |
Create a service request
To create a service request, complete the following steps:
Navigate to Service Request Management → New.
Fill in the fields.
Click Save or Save and Exit to apply the changes.
As a result, a new service request will be created in the Registered state.
| Tip |
|---|
You can copy the record number, title and link via the hamburger menu. To do so, click Generate link. |
New Service Request form fieldsThe State field specifies the work state and progress.
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. |
Field | Mandatory | Description | ||
|---|---|---|---|---|
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.
There is a dependency between the Assigned User and Assignment Group fields. Refer to the Task Auto Assignment article to learn more. | ||
Assigned User | Y | Specify a person responsible to work on the request.
There is a dependency between the Assigned User and Assignment Group fields. Refer to the Task 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. | ||
Related Records tab | ||||
| Use this tab to create relationships between service requests and other types of tasks. See Process Service Requests to learn more. | ||||