Service Requests

You use the Service Requests application to manage requests for services that involve an asset 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 include requests that are communicated to you directly from a user, for example from a phone call, e-mail message, or direct contact. You also receive service requests from self-service users who create requests using the Create Service Request application. Other service requests might originate from an automated workflow process.

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.

Example of a service request that involve multiple assets and locations

A service request might involve a high-level task, such as installing graphic software on all the notebooks that belong to Product Managers. To complete this task, a service technician needs to know who the product managers are and where their notebooks are located. You can identify all this information using the features on the Service Request tab.

For example, you can identify Project Managers' Notebooks as the primary affected asset using the Service Request Details section. You can then identify each Product Manager and the location and details of each notebook using the Multiple Assets, Locations, and CIs section.