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An inquiry The user query is one of the core components that used in the communication between the end-user face when communicating with and the service desk department. Inquiries User queries are used created when the end-user cannot classify is unable to classify the type of their issue type correctly, whether it is an incident or a service request.

Creating an inquiry 

Create a user query

There are three ways to create a user queryYou can create an inquiry in two ways:

Via the Self-Service Portal

Tip

This procedure is available for all end-users.

To create an inquirya user query, please complete the these steps below:

  1. Navigate to your Self-Service Portal and click Ask a question.
    Image Removed 
  2. Fill in the fields.
  3. Click Save.

Inquiry User query form fields

The user query number has the INQXXXXXXX format and is populated automatically.

FieldMandatoryDescription

Urgency

YMeasure time until the inquiry impacts the business
CallerYThe originator of the user query. This field is populated automatically and is hidden on the Self-Service Portal form.
Contact typeY

The source from which the request is received. This field is populated automatically and is hidden on the Self-Service Portal form. Available options:

Low
  • Phone
Medium
  • Email
  • High
  • Very High.
    • Self-service
    SubjectY
    Brief
    Add a brief description of the
    inquiry
    issue.
    DescriptionN
    Detailed description of the inquiry.
    Add a detailed description of the issue.
    UrgencyYSpecify the urgency of the issue. Typically, it is evaluated based on the time remaining until the issue impacts the business. For more information, see Priority Management.

    If the urgency is set to Very high, the caller is asked to confirm information by phone. The displayed phone number can be specified in the itsm.notification.contact.phone system property.

    You can also attach files via the attachment window. To add files, drag them to the attachment window, or click Upload from computer and select them on your device.

    After saving the form, you get a message that your query has been received:

    Image Added

    The message states a period of time required to process the query. The system administrator can change the response time value by editing translations of the source message /record/source_message/168672734718023981. The message also displays the email address of the caller as well as the service desk phone number that can be specified in the itsm.notification.contact.phone system property.

    After the After this form is saved, a record is created in the Inquiries User Queries (itsm_inquiries) table. The newly created inquiry is still unprocessed and waiting to be  table and the new user query is processed by a service desk agent.

    via agent interface

    To create an inquiry, please perform the following steps:

    support agent. You can track progress of your query on the My Tickets page of the Cabinet.

    Via the agent interface

    Tip

    Role required: ITSM_agent.

    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 query
    3. Navigate to Inquiries → All Inquiries.
    4. Click New and fill in the fields.
    5. Click Save or Save and Exitexit to apply the changes.

    Inquiry User query form fields

    The user query number has the INQXXXXXXX format and is populated automatically.

    NumberInquiry number. This field has the INCXXXXXXX format. This field is populated automaticallyThis field displays and progress.Measure time incident Available options:
    1. Low
    2. Medium
    3. High
    4. Very High.
    FieldMandatoryDescription
    CallerYSpecify the originator of the user query.
    Contact TypetypeY

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

    • Phone
    • Email
    • Self-service.
    CallerYThe originator of the inquiry.
    CompanyNThe company to which the inquiry is related.
    Related ticketN

    Specify the related

    		Related TicketsN

    Related configuration items affected by the inquiryuser query.

    Info

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


    SubjectYBrief Add a brief description of the inquiryissue.
    DescriptionNDetailed Add a detailed description of the inquiryissue.
    StateN

    Specify the current 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.

    Inquiry converting

     For more information, see Priority Management.

    User query states
    Anchor
    process
    process

    Info
    titleInquiries 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.

    Image Added

    Once a user query

    Image Removed

    Once an inquiry 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 inquiry, an agent should complete the steps below:

    record types.

    Create other record types from user queries

    Tip

    Role required: ITSM_agent.

    In SimpleOne, a record of another type can be created from a user query after it is analyzed:

    To do so, complete the following steps:

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

    Image Removed

    into Incident

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

    Image Added

    Create an incident from a user query

    After a user query is analyzed, an incident can be created from itInquiries can be converted to incidents after analysis. For more information about this, please refer to the Inquiry to Incident conversion article.

    into Problem

    see the Create Incidents article.

    Create a problem from a user query

    After a user query is analyzed, a problem can be created from it. To do so, complete the steps below:

    1. Navigate to User Queries Navigate to Inquiries → 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:
    5. Service
    6. Impact
    7. Assignment group
      8. Assigned user.
    8. Click Save or Save and Exitexit 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

    Create a change request from a user query

    After a user query is analyzed, a change request can be created from it. To do so, An inquiry can be converted to a change request after analysis. 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 to open the request model selection widget.
    4. Select a previously created change template from the dictionary. This field is mandatory.
    5. Click Create to finish confirm the conversion selection, or Skip to cancel. In the second case, you will need to select the Change Type.
    6. Fill in the mandatory fields in the request form:Service
    7. Impact
    8. Assignment group 
    9. Assigned user.
    10. Click Save or Save and Exitexit 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

    • .

    Create a service request from a user query

    After a user query is analyzed, a service request can be created from it. To do so, complete the steps below:

    1. Navigate to User Queries → Unprocessed.
    2. Open the required user query.
    3. Click Service Request in the top-right corner of the form to open the request model selection widget. 

    4. Specify the required service request model in the corresponding field. 

      • Leave the field empty if this request is classified as non-typical. Click Continue to open the create new request form.

        Info

        Starting from ITSM Application version 1.7.1, the request models from the REM service catalog are used. However, you can still use request templates as in previous versions. To learn how to do this, see the instruction below.


    5. Click Continue.

    6. A widget appears on the user query form that contains the request model name, REM fields and the Copy caller from the user query checkbox.

      Info

      The checkbox is selected by default. Clear the checkbox to make the current user the service request Caller.


    7. Fill in the mandatory fields and click Create. A request record is created, and you are automatically redirected to it.

    Anchor
    request without rem
    request without rem

    Navigate to Inquiries
    Expand
    titleCreate a service request using a request template

    To use templates as request models, set the itsm.service_request.use_rem_request_catalog system property to false. To find it, navigate to System Properties → All Properties.

    Complete the following steps to create a service request from a user query:

    1. Navigate to User Queries
    1. → Unprocessed.
    2. Open the
    necessary inquiry
    1. required user query.
    2. Click Service Request
    at
    1. in the top-right corner of the form. The request model selection widget opens.
    2. Select
    the
    1. a previously created request
    model from the dictionary
    1. template in the corresponding field.
      • Leave the field empty if this request is classified as non-typical. When you click Continue, you are redirected to the create new request form.
    2. Click Continue.
    3. Fill in the mandatory fields in the request form
    :
  • Service
  • Impact
    • Assignment group
    1. .
    2. Click Save or Save and
    Exit
    1. exit to apply the changes
    Click Create to finish the conversion
    1. .

    As a result:

    • Original inquiry state The original user query state is changed to Processed.
    • A new Service Request record service request record is created in the Registered state.
    • The Subject, Description, Urgency, Contact Type, and Followers List fields are automatically populated with the values from the original user query.
    • A reference to the original user query is automatically added in the Related User Query field of the Related Records section.
    • A reference to the created request is automatically added to the Related Ticket field of the original user query.
    • If a REM request model is used:
      • The Model Attributes section is added to the request, containing the REM-attributes of the model used.
      • The request model is automatically specified in the Related request model field.

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