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Create a service request

You can create service requests in two ways:

• via the Self-Service Portal
• via the agent interface

Via the Self-Service Portal

To create a request, complete the steps below:

1. Navigate to your Self-Service Portal and click Service Catalog.

2. Fill in the fields.

   Tooltip
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   The set of fields may differ, depending on the request templates.

   
   

3. Click Save.

Via the agent interface

To create a request, complete the steps below:

1. Navigate to Service Request Management → New.
2. Fill in the fields.
3. Click Save or Save and Exit.

Request form fields

State Flow

Service

requests prioritization

The priority of a Service Request service request can be figured out based on its impact and urgency using a the priority matrix.

The impact of a service request indicates the potential damage or effect that will be caused to the business user or , service, or CI. In SimpleOne, the impact metric can be categorized as:

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

The urgency of a service request indicates the measure of time until the issue impacts the business. In SimpleOne, the urgency metric can be categorized as:

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

Based on the priority, service requests can be categorized as:

1. Low
2. Moderate
3. High
4. Critical.

The priority matrix

Assigning and Updating Service Requests

Assign and update service requests

To

assign a service request, follow these steps:

1. Open the service request you need to assign.
2. Click on the magnifier icon Image Removed Image Addednext to the Assigned User or the Assigned Group field.
3. Select the responsible person or group to assign the service request to.
4. Click Save or Save and Exit to apply the changes.

There is also a quick way to assign a service request to a current user. To do so, click the Start work button in the right top corner to become the Assigned User. The state of the service request changes to In Progress automatically. The assigned group field remains unchanged (either with a group specified or empty). This button is available for all users who are not assigned to the service request and who have the itsm_agent role, or belong to the assigned group.

To update a service request, follow these steps:

1. Open a the service request ;you need to update.
2. Change the fields you want to update;as required.
3. Click Save or Save and Exit to apply the changes.

Create request tasks

If solving a service request requires the participation of different departments, you can create a Request Task for each of them. For more information, please refer to the Request Task Management page article.

Create relationships

You can create relationships between service requests and other types of tasks. To do thisso, please complete the following steps:

1. Open the service request you want to work on.
2. Scroll down the page , then open the and open the Related Records tab.
3. Click on the magnifier icon Image Removed Image Added next to the field you need.
4. In the new window that appears, pick the required option you want.
5. Click Save or Save and Exit to apply the changes.

Relationship Typestypes

Closure Information

Closure information

Close the service request once it is completedOnce the service request has been fully processed, it has to be closed. When closing the service request, the responsible person must provide the closure code.

Closure code

This code specifies an option for the closure. SimpleOne has the following options: