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 two 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

FieldMandatoryDescription
NumberYUser query number. This field has the INQXXXXXXX format and is populated automatically.
Contact TypeY

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

  • Phone
  • Email
  • Self-service
CallerYSpecify the originator of the user query. 

Urgency

Y

Specify 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.

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.

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

FieldMandatoryDescription
NumberYUser query number. This field has the INQXXXXXXX format and is populated automatically.
Contact TypeY

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

  • Phone
  • Email
  • Self-service
CallerYSpecify the originator of the user query.
CompanyNSpecify the company to which the user query is related.
Related TicketsN

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. Available options:

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

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 issue types.

The following issue 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. 


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

A user query can be converted into an incident after it is analyzed. For more information, see the User Query to Incident transformation article.

Convert a user query into a problem

A user query can be converted into a problem after it is analyzed. 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:
    • Service
    • Impact
    • Assignment Group
    • Assigned User
  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.

Convert a user query into a change request

A user query can be converted into a change request after it is analyzed. 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 finish the conversion, or Skip to cancel.
  6. Fill in the mandatory fields in the request form:
    • Service
    • Impact
    • Assignment Group 
    • Assigned User
  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.

Convert a user query into a service request

A user query can be converted into a service request after it is analyzed. 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:
    • Service
    • Impact
    • Assignment Group
    • Assigned User
  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.