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A 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 when the end-user is unable to classify the type of their issue, whether it is an incident or a service request.

Create a user query

You can create a user query in three ways:

Via the Self-Service Portal

To create a user query, complete these steps:

  1. Navigate to your Self-Service Portal and click Ask a question. 
  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
CallerYSpecifies the originator of the user query. This field is populated automatically and is hidden on the Self-Service Portal form.
Contact TypeY

Defines the source from which the request is received. This field populated automatically according to the origin of the source and is hidden on the Self-Service Portal form. Available options:

  • Phone
  • Email
  • Self-service
SubjectYType a brief description of the issue.
DescriptionNType 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.

After the form is saved, a record is created in the User Queries (itsm_inquiries) table. At this time, the newly created user query is waiting to be processed by a service desk agent.

You can track the work process on the My Tickets page. To open the record of the user query, complete the following steps: 

  1. In the header, navigate to Cabinet → My Tickets.

  2. Click My User Queries on the left.
  3. Check the state of the created user query.

Via the agent interface

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 and fill in the fields.
  3. Click Save or Save and Exit to apply the changes.

User query form fields

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

FieldMandatoryDescription
CallerYSpecify the originator of the user query.
Contact TypeY

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

  • Phone
  • Email
  • Self-service
Related TicketN

Specify the related configuration items affected by the user query.

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

SubjectYType a brief description of the issue.
DescriptionNType a detailed description of the issue.
StateN

This field displays the 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

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.

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 record types.

The following record types are available: 

  • Incident
  • Problem
  • Change Request
  • Service Request

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. 


Create other record types from user queries 

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

Create an incident from a user query

After a user query is analyzed, an incident can be created from it. For more information, 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 these steps:

  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:
  5. Click Save or Save and Exit 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.

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, complete these steps:

  1. Navigate to User Queries → Unprocessed.
  2. Open the required user query.
  3. Click Change Request in the top-right corner of the form.
  4. Select a previously created change template from the dictionary. This field is mandatory.
  5. Click Create to confirm the 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. Click Save or Save and Exit 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.

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 these steps:

  1. Navigate to User Queries → Unprocessed.
  2. Open the required user query.
  3. Click Service Request in the top-right corner of the form.
  4. Select a previously created request template from the dictionary.
    • Leave the field empty if this request is classified as non-typical.
  5. Click Create.
  6. Fill in the mandatory fields in the request form:
  7. Click Save or Save and Exit to apply the changes.

As a result:

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



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