Service Request Processing

Create a service request

You can create service requests in two ways:

via the Self-Service Portal
via the <![CDATA[agent interface

Via the Self-Service Portal

To create a request, complete the steps below:

Navigate to your Self-Service Portal and click Service Catalog.
Fill in the fields.
Click Save.

Via the agent interface

To create a request, complete the steps below:

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

You can copy the record number, title and link via the hamburger menu. To do this, click Generate link.

Request form fields

Field	Mandatory	Description
Number	Y	Request number. The field is populated automatically with the unique identifier in the REQXXXXXXX format.
Master IT Service	N	Assigned Master IT Service. The Master Service is the highest item in the service hierarchy.
Caller	Y	Specify the originator of the request.
Company	N	Specify the company to which the request is related.
Contact Type	Y	Select the source from which the request is received. Available options: Phone Email Self-service
Service	Y	Specify the service affected by the request.
Related CIs	N	Specify related configuration items affected by the request.
Assignment Group	Y	Specify a user group responsible for working on the request. When the Assignment Group field is specified, the Assigned User field becomes non-mandatory. There is a dependency between the Assigned User and Assignment Group fields. To learn more, refer to the Restrictions for assignment article.
Assigned User	Y	Specify a user responsible for working on the request. When the Assigned User field is specified, the Assignment Group field becomes non-mandatory. There is a dependency between the Assigned User and Assignment Group fields. To learn more, refer to the Restrictions for assignment article.
Attention Required	N	Select the checkbox to notify the line manager of the assigned group/assigned user.
Subject	Y	Add a brief description of the request. After saving, the field is hidden on the form.
Description	N	Add a detailed description of the request.
Request Template	N	Select the template created earlier.
State	N	This field displays the work state and progress. Available <![CDATA[states: Unprocessed Processed Dropped
External Task	N	Specify the task that the external company has to do. The field appears on the form when the state is External Processing. If the field is populated, it is displayed in other states.
External Company	N	Specify the company that is going to complete the request task externally. The field appears on the form when the state is External Processing. If the field is populated, it is displayed in other states.
Impact	Y	Measure the impact caused by the issue on the business processes. Available options: Low Medium High Very High
Urgency	Y	Specify the urgency of the request. Typically, it is evaluated based on the time remaining until the issue impacts the business. Available options: Low Medium High Very High
Priority	N	Identifies the importance of the request according to the priority matrix. This field is populated automatically based on the values specified in the Impact and Urgency fields. Possible options: Low Moderate High Critical See the Priority Management article to learn more.
Followers List	N	Displays a list of users who <![CDATA[ follow the problem for tracking the updates. This read-only field appears if at least one user followed the request.

State Flow

Procedure	Status	Description
Logging	Registered	The state for a newly created service request. Possible transitions are In Progress, Authorization, Assigned, or Completed.
Categorization	Assigned	A request is categorized and assigned to a relevant person or group.
Categorization	Authorization	A request must be reviewed and authorized by the responsible persons or groups.
Resolution	In Progress	A request is in the process of implementation. When the work is over, the state has to be changed to Completed.
Closure	Completed	When a request is in this state, the caller (originator of the request) can perform the tests and provide feedback based on the results of the implementation. If the user is satisfied with the solution, the request is marked as Closed; otherwise, it is Rejected by User. Also, when a request is completed, the caller can evaluate how the agent did his job and the service level as a whole. For this, the following steps need to be completed: The agent changes the request state to Completed. The caller receives a notification where they are asked to evaluate the agent's job and the service level. The caller follows the link in the notification and perform the evaluation. There are three values which correspond to three system values: Below Expectations Meets Expectations Above Expectations
Closure	Closed	All activities on this service request are over and cannot be reopened.

Service requests prioritization

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

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

Low
Medium
High
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:

Low
Medium
High
Very High

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

Low
Moderate
High
Critical

The priority matrix

Impact / Urgency	Low	Medium	High	Very High
Low	Low	Low	Moderate	High
Medium	Low	Moderate	Moderate	High
High	Moderate	Moderate	High	Critical
Very High	High	High	Critical	Critical

Assign and update service requests

To assign a service request, follow these steps:

Open the service request you need to assign.
Click the magnifier icon next to the Assigned User or Assigned Group field.
Select the responsible person or group to assign the service request to.
Click Save or Save and Exit to apply the changes.

To update a service request, follow these steps:

Open the service request you want to update.
Change the fields as required.
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, refer to the Request Task Management article.

Create relationships

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

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

Relationship types

Type	Description
Slave Requests	Pick a child request that your request will be the parent of.
Master Request	Pick a parent request that your request will be the child of.
Related User Query	User query related to the request.
Solved by Changes	The request can be solved by the changes specified.
Related Incident	Incident related to the request.

Closure information

Once 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.

Option	Description
Solved 1^st Level	The request was resolved by the service agents of the 1^st level without functional or hierarchical escalation.
Solved 2^ndLevel	The request was resolved by the service agents of the ^2ndlevel (agents of the 1^st level were unable to solve it).
Not Solved (Refused)	The caller was not satisfied with the service delivery.
Not Solved (Dropped)	This closure code is chosen by the agent when the caller's request is not a service request.

Page tree