Service Requests

Service Request is a standard request that has already been pre-approved in an organization.

• Service Request is created when a user needs information, advice, or access to services.
• Creating a list of pre-approved service requests reduces approval workflow cycles.

Configure service request settings

Customize Service Request details by creating custom fields in addition to the predefined fields:

1. From All Clients, select the client.
2. Go to Setup > Service Desk > Configuration section > Settings.
3. Click Service Request, configure the settings, and click Update.

Create a service request

Service requests can be created using:

• Service Desk
• Email

Create a service request on Service Desk

1. From the options in the drop-down menu, click Service Desk.
2. Click New and click Service Request.
3. In the New Service Request page, enter the required details and click Create.

Supported fields:

Create a service request using an email integration

1. Go to Setup > Integrations > Integrations.
2. In the Available Integrations, Click Email Requests.
3. In the Install Email Requests Integrations page, provide a Name of the Integration.
4. Select the Request Type as Service Request, upload an Image file if required, and click Install. The new email integration is displayed on the Email Requests Integration page.
5. Click the copy icon in Incoming Email Address.
6. While composing Service Request email, enter the following in the email fields:
   • To: Incoming Email Address
   • Subject: Service Request subject
   • Email Body: Description of Service Request

You can define rules to configure email attributes such as subject, description, priority, external ticket ID and email addresses.

Create a service requests from closed service requests

If a closed Service Request needs to be reviewed or a similar issue needs to be reported, create a new Service Request and attach the closed Service Request to the same.

Prerequisite: Activate the Enable to create a follow-up service request setting to be able to view the Create Follow-Up option.

1. Select Service Desk (from the drop-down menu).
2. Select a service request that is in Closed status.
3. Click Create Follow-Up.
4. Enter details and click Create. The Follow-Up Service Request is created.

Edit service requests

Edit a single service request

1. From the options in the drop-down menu, click Service Desk.
2. Click a Service Request.
3. Click the Edit button and edit the required fields.

Bulk edit multiple service requests

1. From the options in the drop-down menu, click Service Desk.
2. Click the Bulk Update button and select the number of service requests to be edited.
3. Select Apply Actions option. Update Actions window is displayed.
4. Select the required changes and click Update.

Attach an incident or task request to a service request

Attach a single or multiple incidents, or task requests to an existing Service Request. As service requests are closed, the incidents and task requests are automatically resolved and closed.

Attach a new Service Request to an existing incident or task request

1. From the options in the drop-down menu, click Service Desk.
2. Click New and click Service Request.
3. In the New Service Request page, click Attach Incidents/Task Requests.
4. In the Incidents/Tasks page:
   • All - Select to view both the incidents and task requests.
   • Incident - Select to view the incidents.
   • Task Request - Select to view the task requests.
5. Select the required incident or task request and then click Update.
   Notes
   • To attach an incident, the user must have the Manage Incident permission. Otherwise, the incidents do not appear in the Incidents/Tasks page.
   • To attach a task request, the user must have the Manage Task Request permission. Otherwise, the task requests do not appear in the Incidents/Tasks page.
   • If the user has the Manage Service Desk permissions, the incidents and task requests can still be attached to the service request though the user has only View Incident and View Task Request permissions.
     
     To know about the available permissions for a user, go to Setup > Accounts > Users, select a user, and click View under User Roles.

Attach an existing Service Request to an incident

1. From the options in the drop-down menu, click Service Request.
2. Click Attached Requests and click Add/Modify.
3. Select the required incident and click Submit as New.

Use auto-close to close a service request

Configure Auto-Close Policies to close Service Requests that are resolved and that are in the inactive state since a certain elapsed time.

1. Go to Setup > Service Desk > Auto Close Policies.
2. Select the client and click Auto Close Service Requests.
3. Enter:
   • Name: Name of the Auto-Close policy
   • Resolved Tickets Above: The inactive period of a resolved Service Request beyond which the Service Request needs to be closed
4. Click Submit. Auto-Close Policy is added.

View service requests

The service request details page provides the following attributes.

Tabs	Description
Conversations	Comments added by assignee or creator which can be viewed by all users in the assignee group.
Activity Log	User activities on Service Request.
Resources	Resources on which the Service Request is identified.
Notes	Useful information or hint for Service Request resolution. Viewed by all users of the assignee group.
To Do	Information recorded by a user for self-reference. Viewed by a single user.
Properties	The support website URL of the ITSM ticket is now provided as a hyperlink instead of plain text in the Properties section. You can provide a hyperlink in any of the fields that are under the Properties section. Users can access the third party tickets (for example, ServiceNow) using the hyperlink provided in the External Ticket Info under the Properties section. Note: To get the clickable link, you need to provide the External Entity URL information under the Outbound integration Response field.
Status Flow	The flowchart representation that shows Service Request status change.
Articles	KB articles that are attached to Service Request
Attached Requests	Other service desk entities attached to Service Request
Integration Log	The inbound and outbound third-party communication details.