Service Requests application
Use the Service Requests application 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.
A Service Request record is a type of ticket. Other ticket types are Problems and Incidents. 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.
The tabs and operations that are available in this application depend on the edition of the product that you are using.
Service Requests can be created via Self Serve, Service Desk, Work Orders, and Service Request Catalog.
Service Request Catalog
A Service Request can be created from a request for an offering that is submitted through the Service Request Catalog. When a service request originates from the Service Request Catalog:
- Service Request Catalog attributes are displayed.
- Service request status values are available.
- The Activities tab is displayed.
- Offering details can be viewed by clicking the Show Offering Dialog button on the Service Request application Specifications tab. The Show Offering Dialog button is also displayed on the Work Order Tracking and Change applications Specifications tab.
The Global Search application can be started from this application. Use the toolbar icon to perform a global search.
For more information about tasks you can perform using this application, use the links associated with this topic.
To view a list of Service Request records that have been created and saved in the application, place the cursor in the Service Request field, and press Enter. Use the search and query capabilities to limit your list as needed. After you open a Service Request record, you can click View Record List to return to the list of records.
Tabs are displayed when a record is open; the tabs enable you to work with the selected record.
- Service Requests
- Use this tab to create, modify, view, and delete service request
records for customers and other users.
Enter such information as reported and affected users, owner or owner
group, details about the service request, affected assets and locations,
and target and actual work dates. You can also classify the service
request, by specifying attributes to categorize it further, and so
enhance solution searching and reporting. Flag a service request as
a global issue if it affects many users or locations. View the service
bulletin(s), if any, associated with the service request.
Additional fields enable you to manage customer-related service requests. You can specify the customer, customer charge account, and customer cost center; you can also apply a response plan that ensures predictable, repeatable responses to service requests related to this customer.
This tab also provides Work and Communication Logs. Work log entries document work done or needing to be done for the reported issue, its originating record, and its follow-up records. Communication log entries list all communications created from this record.
- Solution Details
- Use this tab to search for and attach an existing solution from
the solution catalog or to view solution information that has already
been added to the ticket. You can search the solution catalog either
with or without information from the solution record. The large free-form
data entry fields contain solution information. The fields can contain
data from a solution record you attach or a solution you create for
the record.
Use the Tried Solutions table to view the history of all solutions previously tried to resolve the corresponding ticket.
- Activities
- Use this tab to create, delegate, and track activity work orders for a ticket (incident, problem, or service request) and to report actual labor time spent resolving the ticket and its activities.
- Related Records
- Use this tab to create, view, or navigate relationships among service requests, incidents, problems and other records. You related records for informational purposes only. These relationships can be many-to-many, and do not represent record hierarchies. Unless they are related to a global record, there is no inheritance of status or other linkage between the current record and the records listed on the Related Records tab. However, the tab gives you an easy way to view and navigate among these informally related records.
- Service Address
- Use this tab to view or add service address information and to view information about the associated customer, customer agreement, price schedule, and billing status.
- Map
- Use this tab to view a map showing the location of the site or asset. A map is provided only if your administrator has enabled a map service for your installation. The map shows the location of the service address. Right-click the pin icon on the map to view details about the asset or ticket. If the address is close but not quite correct, you might be able to correct it by clicking Find Location.