Request
Requests are typically registered to support a user or for system management methods that require some action. A new request record may be used to register all types of requests, including:
- requests for incident resolution;
- requests for changes;
- requests for information retrieval;
- requests for improvement of support (i.e., complaints);
- requests for positive feedback (i.e., compliments).
Requests can also be created when a user purchases an item in the system shop. There are two categories for this:
- order – a request to purchase;
- fulfillment – a request to fulfill an order.
If the category of the request is “Incident”, “Request for Change”, or “Request for Information Retrieval”, you can open and close the service hierarchy browser by clicking on the tab in the upper right corner of the request.
The request is automatically linked to SLA that apply to the affected clients. These SLAs are linked to the request via records of affected SLAs. The information stored in the affected SLA is used to track the actual level of service provided and to compare it with the target metrics specified in the related services agreement.
People with the Service Desk Analyst role in the account space can use the Service Desk console to register new requests for any person in that space. Furthermore, every person with the Specialist role in their space can register new requests for themselves, using the Service Desk console. A person with the Specialist role in a space can edit any request within that space and all requests of trusted spaces assigned to their team.
A request can be marked as urgent by any specialist with access to it. The “Mark as Urgent” option is available in the action menu. If you mark a request as urgent, it will appear at the top of the incoming view, without affecting the target SLA metrics for that request.
The Request Fields page provides recommendations for using each field in the request form.