Service Requests application
The Service Requests application is used to create, view, and resolve service requests from customers or requestors. The request can be to resolve an issue, obtain new service, obtain information, or change a current service. Either a service desk agent or a customer can create a service request.
The tabs and operations that are available in this application depend on the edition of the product that you are using. Users of the Entry edition access a simplified version of the application.
Service requests can be created by the Service Desk and Service Catalog.
A requestor can either contact the service desk agent or create a service request via e-mail or other form of communication. A requestor can create a self-service request via the Create Service Requests application, or by clicking Create Service Request icon in the Navigator in the Self Service Center application. The agent views these requests in the Service Requests application and either resolves them or delegates them to another party for resolution.
In Service Catalog, when a catalog request is submitted, a service request is created for each item in the cart. The Service Requests application can be used to view, approve and fulfill the requests. The approval and fulfillment process for a service request can be automated using workflows provided with the product.
Service request records are a type of ticket. Other ticket types are incidents and problems. The ticket applications are closely related and share many features, including the ability to define relationships between tickets, link them together for information purposes, and view the linkages and details in the appropriate applications.
An agent creates a service request record to track all contacts from a requestor, capture information from the requestor and determine what, if any, further action is needed.
The Global Search application can be started from this application, Use the toolbar icon to perform a global search.
Service Catalog Service Requests
A service request can be created from a request for an offering that is submitted through the Service Catalog. When a service request originates from the Service Catalog:
- Service Catalog attributes are displayed when the service request is created from the Service Catalog.
- Service request status values are available when a service request is created from the Service Catalog.
- The Activities tab is displayed for service requests created from the Service Catalog.
- Offering details can be viewed by clicking the Show Offering Dialog button on the Service Request application Specifications tab. This option is only available if the service request originates from Service Catalog. The Show Offering Dialog button is also displayed on the Work Order Tracking and Change applications Specifications tab, if the work order or change requests originates from Service Catalog.