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 A The 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 are created when the end-user is not able unable to classify the type of their issue, whether it is an incident or a service request.This articles contains the following sections:

Create a user query

  • User query states
    • Convert user queries into other issue types

    Create a user query

    You can There are three ways to create a user query in two ways:

    Via the Self-Service Portal

    Tip

    This procedure is available for all end-users.

    To create a user query, complete these steps:

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

    User query form fields

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

    FieldMandatoryDescription
    Number
    CallerY
    User
    The originator of the user query
    number
    . This field
    has the INCXXXXXXX format and
    is populated automatically and is hidden on the Self-Service Portal form.
    Contact
    Type
    typeY
    Define the

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

    • Phone
    • Email
    • Self-service
    Caller
    SubjectY
    Specify the originator of the user query. 
    Add a brief description of the issue.
    DescriptionNAdd 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
    . 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
    . 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 form is saved, a record is created in the Inquiries User Queries (itsm_inquiries) table . At this time, the newly created and the new user query is waiting to be processed by a service desk agentsupport 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 queryand fill in the fields.
    3. Click Save or Save and Exitexit to apply the changes.

    User query form fields

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

    NumberThis field displays . Available options:
    1. Low
    2. Medium
    3. High
    4. Very High
    FieldMandatoryDescription
    CallerYUser query number. This field has the INCXXXXXXX format and is populated automatically.Specify the originator of the user query.
    Contact typeContact TypeY

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

    • Phone
    • Email
    • Self-service
    CallerYSpecify the originator of the user query.
    Company
    		NSpecify the company to which the user query is related.
    Related TicketsRelated ticketN

    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 Add a brief description of the issue.
    DescriptionNType Add a detailed description of the issue.
    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

    . For more information, see Priority Management.

    User query states
    Anchor
    process
    process

    Info
    titleUser Query State Model

    A newly created user query is assigned the Unprocessed state. Once it is classified by a service desk agent, the state changes to Processed. Another possible state is Dropped, which is typically assigned to erroneous or spambot user queries.

    Image Removed

    Image Added

    Once a user query is created, it should be processed by ITSM agents. The 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

    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 To classify a user query, an agent should complete these steps:

    1. Navigate to User Queries → Unprocessed.
    2. Open the required user query.
    3. Select the type by clicking the respective button in the top-right corner of the form. 

    Convert user queries into other issue types

    A user query can be converted into another issue type after it is analyzed:

    Convert a user query into an incident

    Create an incident from a user query

    After a user query is analyzed, an incident can be created from itA user query can be converted into an incident after it is analyzed. For more information, see the User Query to Incident transformationCreate Incidents article.

    Convert

    Create a problem from a user query

    into

    After a

    problem

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

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

    As a result:

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

    Create a

    user query into a

    change request

    from a user query

    After a user query is analyzed, A user query can be converted into a change request after it is analyzedcan be created from it. To do thisso, an agent should complete the steps below:

    1. Navigate to User Queries → Unprocessed.
    2. Open the required user query.
    3. Click Change Request 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:
    7. Service
    8. Impact
      9. Assignment Group 
    9. Assigned User
    10. Click Save or Save and Exitexit to apply the changes. 

    As a result:

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

    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 → Unprocessed.
    2. Open the required user query.
    3. Click Service Request in the top-right corner of the form. The request model selection widget opens.
    4. Select a previously created request template
    from
    1. in the
    dictionary
    1. 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
    Create
    1. Continue.
    2. Fill in the mandatory fields in the request form
    :
    • Service
    • Impact
    • Assignment Group
    • Assigned User
    1. .
    2. Click Save or Save and
    Exit
    1. exit to apply the changes.

    As a result:

    • 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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