Service Requests

You can manage requests for services that involve an aircraft, piece of equipment, or location in your enterprise. For example, you might receive a request to upgrade the computer software on the notebook for a user, or for all users at certain locations.

Service requests are managed in the Service Requests application. Customers, service desk agents, and other processes can create service requests.

For example, a customer can open a service request when an aircraft or piece of equipment, requires a service. The customer can specify a preferred service location and a preferred service date. To specify the aircraft or piece of equipment, that needs to be serviced, the customer can search by registration or serial number.

A service desk agent creates a service request to track all contacts from a requester, capture information from the requester, and determine whether further action is needed.

A user or customer either contacts the service desk agent or creates a service request via e-mail or other form of communication. A requester also can create a self-service request in the Create Service Requests application. The agent views these requests in the Service Requests application and either resolves them or delegates them to another party for resolution.

The owner of a service request is responsible for managing the ticket to completion. You can assign the ownership of a service request to another person or a workgroup. If you are the logged-in user, you can take ownership of the request and complete it yourself. You, or the assigned owner, can update the service request as more details are known about it.

For example, you can identify who the service affects and what priority it has. You can specify who the service request might be escalated to if issues arise and change the status of the request as it moves toward completion. You can apply service level agreements to the service request so that related legal and contact information is readily available. All communication that pertains to the service request can be stored in the log of the service request to provide a clear history of its lifecycle.