Service Requests

Introduction

A Service Request is a predefined, standard request that has received prior approval within an organization. This process is essential for streamlining operations and enhancing efficiency in service management. Service Requests are typically initiated when a user requires information, advice, or access to specific services that fall within the organization’s established guidelines.

The implementation of a structured list of pre-approved Service Requests significantly reduces the time and complexity associated with approval workflows. By categorizing these requests in advance, organizations can minimize delays, ensuring that users receive timely responses to their needs.

Configure Service Request settings

You can enhance Service Request details by adding fields alongside the predefined ones.

1. Navigate to Setup > Account > Service Desk.
   The Settings page is displayed.

2. From the top navigation tabs, select Service Request.

   

3. Under INCIDENT settings, configure the desired property settings.

4. Click SAVE to apply the changes.

Create a service request

Service Requests can be initiated using the following methods:

• Service Desk - Users can create service requests directly within the Service Desk module. This method ensures proper tracking, categorization, and assignment of service requests within the system.
• Email - Users can also create service requests via email, offering an alternative method for submitting requests.

Create a service request with Service Desk

1. Navigate to Command Center > Tickets.
   The Tickets page is displayed.

2. Click ADD + and select Service Request. The ADD SERVICE REQUEST page is displayed.

   

3. Enter the following information:

4. Click ADD SERVICE REQUEST to initiate the request.

Create a Service Request with Email Requests

1. Navigate to Setup > Account > Integrations.
2. See Email Requests for more details on configuring Email Requests for service requests.

View Service Request

Access and review service request details and track their progress.

The service request page displays the following attributes:

The service request page displays the following tabs:

Edit service requests

Edit a single service request

1. Navigate to Command Center > Tickets and select a service request that you want to modify.
2. You can either click on the service request ID to modify the details and save them or select Edit from the Actions dropdown menu to make changes to the details.

Edit multiple service requests

1. On the Tickets page, select the multiple service requests for which you want to perform a bulk update.
2. Click BULK UPDATE.
   The Update Actions page is displayed.
3. Make the necessary changes and click SAVE.

Create a Follow-Up Service Request

You can reopen a closed service request or report a similar issue.

Prerequisite

Create Follow-up in Tickets

1. Navigate to Command Center > Tickets and select a closed service request.
2. Click ADD FOLLOW UP.
   The follow-up service request is created successfully.

Associate Changes with Other Entities

Attach a single or multiple incidents or task requests to an existing Service Request. As service requests are closed, the incidents and task requests are automatically resolved and closed.

Attach an existing incident or task request

1. Navigate to Command Center > Tickets.

2. Click Service Request ID.

3. On the service request details page, select the ATTACHED REQUESTS tab.

   

4. Click + ADD to add a new incident or task.
   The Attached Requests page is displayed.

   

5. Select the request ID you want to add and click SAVE.

Close a service request

Configure Auto-Close Policies to close service requests that are resolved and that have been in the inactive state for a certain elapsed time.

1. Navigate to Setup > Account > Service Desk.

2. In the left navigation pane, navigate to the Automation section and select Auto Close Policies.
   The Auto Close Policies page is displayed.

   

3. From Auto Close Policies, select Auto Close Service Requests.
   The POLICY - AUTO CLOSE SERVICE REQUESTS screen is displayed.

   

4. Enter the following information:

5. Click SAVE to activate auto close.

×