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:

Field nameDescription
Partner NameSelect the partner.
Client NameSelect the client.
SubjectTitle or short summary of Service Request
DescriptionThe information required to describe the Service Request scenario. This can include the actual behavior, expected behavior, and steps to reproduce the issue.
Attach fileThe artifacts required to support Service Request.

Example: error messages, screenshots, excerpts from log files.

Supported file types: `.txt`, `.jpg`, `.zip`, `.docx`, `.odt`, `.odg` and `.xlsx`. File size limit: 32 MB

Requested ByUser who requests service.
Assignee GroupUser group that manages Service Request.
Assign toUser who acts on Service Request.
ResourcesDevices on which the Service Request is identified.
CategoryCategory to which the Service Request is mapped.
Sub CategorySubcategory under the category to which the Service Request is mapped.
PriorityMeasure of how soon the Service Request needs to be resolved.
CcEmail addresses of the users who need to be copied in the email notification.
Attach IncidentsAny incidents that can be cited as a reason for the creation of Service Request.
ArticlesKB articles that help in the resolution of Service Request.

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.
Follow Up Service Request

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.
    • 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.
Attach Incident to SR

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.

ConversationsComments added by assignee or creator which can be viewed by all users in the assignee group.
Activity LogUser activities on Service Request.
ResourcesResources on which the Service Request is identified.
NotesUseful information or hint for Service Request resolution. Viewed by all users of the assignee group.
To DoInformation recorded by a user for self-reference. Viewed by a single user.
  • 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.
Attach Incident to SR

Status FlowThe flowchart representation that shows Service Request status change.
ArticlesKB articles that are attached to Service Request
Attached RequestsOther service desk entities attached to Service Request
Integration LogThe inbound and outbound third-party communication details.