Service Requests are requests raised by the user for support, delivery, information, advice or documentation, and is not related to any failure in the IT structure. The two modes through which requesters can raise service requests to the system administration team are:
Requesters can call up the help desk agent and request for service. The help desk agent will in turn raise a service request by conducting a search for the service item from the list and manually feed in the users details. OR,
Requesters can log into the Self Service Portal and raise the service request by themselves.
The Service Catalog list
Similarly to the New Incident drop down menu, the Service Catalog drop-down menu lists all the service items configured in the application. The service items are grouped under a service category for easy reference and identification. From the list of service items available to you, you can browse and raise a service request.
NOTE: If New Request drop-down is displayed instead of Service Catalog drop-down menu, then the administrator has enabled the option Combine incident and service templates listing for the service in Self Service Portal Settings. The New Request drop-down menu groups both, the Incident Requests and Service Request Templates based on the category.
Click Service Catalog drop-down link to view the Template Categories and the Template List.
Raise a Service Request
Raising a new service request is as simple as creating a new incident request from the available templates. Browse through the Template List and select a service that is relevant to your needs.
Select the service item from the catalog. This takes you to the New Service Request form. The delivery time frame of the service is displayed. The delivery time frame is displayed only if an SLA is assigned to the service request.
Select the parameters such as Status, Level, Mode, Priority, Category, Sub category and so on, that is available in the template.
To select a Requester from the list of users configured in the application, click requester lookup icon beside the requester name field. The Requester List window pops up. Click the hyper-linked requester Name. The requester name and details associated with the requester are populated in the requester details block.
If the requester list is huge, then click on the Alphabets at the top of the page to view only a selected group of requesters.
Conduct an instant search for the requester by entering the search string in Search Requester List field and click Go.
If you are aware of any requesters details such as name, login name, department, email and so on, then conduct a column-wise search using the search icon .
In addition, add new requester directly by clicking the Add Requester button from the requester list page.
Also, you have an option to edit the requester details directly from this page. Click the edit icon beside the requester name to perform the edit operation.
The assets associated to the requester
are populated in the Asset drop
down. Select the Asset from the
drop down. You can also select assets by clicking the icon .
In Select Assets pop-up window, you can filter the assets by selecting the Type of assets such as, access point, routers, workstation and so on, from the drop-down. Selecting All Assets lists all the assets available in the application, irrespective of the asset type. You can further filter the assets according to sites associated to the logged in technician using the Site drop-down. Selecting a site lists the assets from that particular site.
Say, for instance, if the site selected is "New York" and the asset type is "Access Point", then all the access points associated to the site New York are listed.
If the Service Request is "Installing Software", then select the workstation in which the software should be installed.
By default, if the site location of the requester is configured in the application, then the same is populated in the Site field.
On selecting the site, the groups corresponding to the site gets populated under the Group field. The request is routed to the particular group by selecting the Group name from the drop down.
On selecting the Group, technicians associated with the Group alone are listed in the Technician drop down list. Select a Technician to handle the request from the drop down.
If the editor field is enabled for the service request, then select the Editor from the icon . Refer the topic Service Request Editor to know the purpose of the editor and how to enable the editor field.
For a service request template, the subject line is already specified. You can change or modify the subject. The subject line is displayed as the request title and is a mandatory field.
Provide a detailed description with any other associated details relevant to the request in the Description text box.
To add any attachments relevant to the service request, click the Attach file button in the Attachments block. The Attach File pops up as shown below,
Click the Browse button and select the file to be attached from the file chooser window and click the Open button.
Click the Attach
file button. The selected file is listed below the Attachments
heading. If you have more files to choose, follow steps 2 and 3 repeatedly
till you have attached all the relevant files. Please ensure that the
maximum size of the attachment is 10 MB.
The attached document is indicated with an attachment icon beside the title of the request in the request list view page.
While entering the request details, if you have a solution for the service request, then the same can be entered in the Resolution field.
Click Add New Request button. The request details page is displayed from where you can perform further actions on the service request.
Please note that the following operations cannot be performed on a service request - Merging requests, Duplicating requests, Associating Problems to a request and Associating Changes to a request.