A service request captures information about the service being requested by a user, including the type of service that is needed, when it is needed, and why it is needed. Managing service requests involves creating, updating, assigning, escalating, and resolving requests for service on an asset or a location in your enterprise.
| Method of service request creation | Description |
|---|---|
| Service Requests application | Used by service desk agents or users in a similar role, who are authorized to create and manage service requests. |
| Create Service Request application | Used by self-service users who are requesters who can register themselves on the system without the assistance of an agent, and create a service request. The request is then managed by an agent using the Service Requests application. Self-service users also can use the View Service Request application to view the status of their service request as it progresses toward completion. |
| Automatic | Your system administrator can configure the system to create service requests from sources such as e-mail, system monitoring tools, or external applications, and assign them to people or work groups for resolution. |