Service Requests application

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You can create, maintain, and resolve service requests from customers and requesters. You can also review and record failure information for assets and locations on a service request record.

A service desk agent or a customer can create a service request. An agent creates a service request record to track contacts from a requester, capture information from the requester, and determine what further action is needed.

A requester can contact the service desk agent or create a service request by using email or another form of communication. A requester also can create a self-service request by using the Create Service Requests application. The agent reviews these requests in the Service Requests application and either resolves them or delegates them to another party for resolution.

If a service request requires follow-up tickets or work orders, you can generate the following types of records from this application:
  • Audit and survey
  • Change
  • Incident
  • Investigation
  • Problem
  • Release
  • Service request
  • Work order
In the Service Requests application, you can do the following activities:
  • Associate condition for work and reason for work information with service requests.
  • Specify the type of a service request.
  • Use failure codes to categorize a service request.