Service Request Processing

This section focuses on Service Requests processing by the agents.

Assigning and Updating Service Requests

How to assign a service request

1. Open a service request you need to assign;
2. Click a magnifier icon in the Assigned User or the Assigned Group field;
3. Select the responsible person or group to assign the service request;
4. Click Save.

How to update a service request

1. Open a service request you need to update;
2. Change the necessary fields;
3. Click Save.

Create Request Tasks

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

Create Relationships

You can create relationships between changes and other types of tasks. For this, please complete the following steps:

1. Open the service request you want to work on;
2. Scroll down the page, then open the Related Records tab;
3. Click a magnifier icon in the field needed;
4. In the new window appeared, choose an option you want;
5. Click Save.

Relationship Types

Request Template

You can create a template that can be used later to create service requests with pre-defined tasks. For more information, please go to Create a Request Template page.

Closure Information

When 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 of the closure. SimpleOne has the following options:

Service Requests Prioritization

The priority of a Service Request can be figured out based on its impact and urgency using a 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 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