The numerous help desk tickets raised in your organization are organized and tracked in the Requests module. The Requests module enables you to handle tickets promptly, assign tickets to technicians, merge similar requests and so on.
By keeping track of the outstanding and overdue requests, the Request module helps to improve the response time and resolution time by your IT help desk team. The Requests raised by your users are of two types namely, Incident Requests and Service Requests.
Incident Requests are requests that denote the failure or degradation of an IT service. For example, Unable to print, unable to fetch mails and so on.
Service Requests on the other hand are requests raised by the user for support, delivery, information, advice or documentation. Some examples are installing software in workstations, resetting lost password, requesting for hardware device and so on.
NOTE: Please note that a Service Request is not an Incident.
The Requests module allows you to add relevant notes pertaining to the request that is being handled. The notes may contain information like, the exact scenario of the request or how the issue was resolved. Also, every action performed on the request in the ServiceDesk Plus is stored in the Request History.
Clicking the Requests tab takes you to the request module. Here the term request denotes any service (both incident requests and service requests) that is requested by a user from the internal IT services team. The request is submitted to the system via mail or a web-based form. Sometimes, the request can also be placed through a phone call during which, the help desk agent has to record the details of the phone call in the web-based form, and assign priority and technician based on the urgency of the request. The various actions that one can perform in the request module are explained in the respective sections.
To ease the process of tracking the requests posted by individual requesters, a Self Service Portal has been provided. The Self Service Portal is used by the individual requesters to track the status of their requests and to look up solutions from the online knowledge base. To access the self-service portal, the requesters need to log in to the ServiceDesk Plus application using their respective user name and password. For more details on self-service portal, refer to Self Service Portal topic.