Creating a Service Request

Create a Service Request

1.

Log into the Service Desk Console as a Service Desk Analyst and open the Service Request workspace.

2.

From the toolbar, click New Service Request. A blank service request record appears with the following tabs:

Parameters. See Parameters.
Resolution Details. See Resolution Details.
Activity History. See Activity History.
Approval. See Approving Service Requests.
Task. See Tasks.
External Task. Using External Tasks.
Fulfillment Item. See Fulfillment Items.
Cost Item. See Cost Items.
Attachment. To attach a file or URL, see Attachments and URLs.
Escalation Watch. See Escalation Watch.
Workflow Instance. See Workflow Instance.
Survey Results.
DSM Task. See Creating Software and Provisioning Service Requests.
Audit History. See Accessing the Audit History.

3.

Enter information into the fields.

--fields--

Field	Description
Customer	Enter the customer name.
Location Email Phone	Automatically generated from the customer or employee record.
Reported By	Enter the name of the reporting person.
Status	The Service Request is set to Active by default. Choose another status from the drop-down list, if needed.
Urgency	Set to Low by default.
Team	Automatically set to the team of the current logged in user.
Owner	Automatically set to the ID of the current logged in user.
Comments	Type any relevant comments about the Service Request.

Service requests are automatically created in Active state. See Default Service Request Transitions.

Link the CI under the CI tab at this time, if needed.
Link the service request to a change (under the Change tab) or release (under the Release tab) at this time, if needed. Once linked, the service request is accessible from the change or release records.

4.

Click Save.

Parameters

The Parameters tab shows customer information according to which service level agreements are valid. When you enter the customer name in the service request, HEAT finds only those service offerings that are valid for that customer. These SLA parameters are managed by templates. Templates provide only those fields that are needed to comply with the SLA.

Service Offering Parameters List

Under the Parameters tab, select a template. Each template has different required fields, depending on what issues it addresses. The template fields appear under the tab. For example, you could choose All Categories from the left list and all eligible SLAs appear in the main area.

When you enter the information into the template fields and save the record, the status of the Service Request becomes Active.
The customer is notified that a Service Request has been created.
The Service Request is fulfilled according to the Request Fulfillment workflow defined.
An approval is generated to the Manager of the Requester Team if the Catalog Request Item needs approval.
Tasks are created if they are defined for the Request. If approval is required, the Task is created after the request is approved. Check the Task tab to view any Task records for the Request.

Link a Source Incident to a Service Request

You can link an existing incident to a service request you are creating through Related Items. See Using Related Items for more information on how to do this.

Create an Incident from a Service Request

Use this procedure to create a new incident record, as opposed to linking to an existing incident record.

Within the service request record, from the Action Menu, go to System > New Incident from this Service Request.

The system creates the incident and places it under the Related Incident tab.

Service Request Related Incident

Update Service Request Status

5.

Open the service request whose status you want to update..

6.

From the Status menu, select the status that best meets the current state of the Service Request.

7.

If you are canceling a Service Request, check to make sure that all associated Tasks are canceled and the Workflow is stopped.

Click the Task tab, and select all Tasks records that are not in Complete or Rejected state.
Click the Complete quick action button from the Task toolbar.
Click the Workflow Instance tab, and select all the records that are in Waiting state and click the Abort quick action button from the toolbar.

8.

Click Save.

Assign a Service Request

The default owner team for service requests created from Self Service is Service Desk, while the default owner and owner team for service requests created from HEAT by the Service Desk Analyst is the login name and team of the logged-in user.

After a service request has gone through its approval process, Service Desk Managers need to make sure that the unassigned service requests are appropriately assigned.

1.

Log into the Service Desk Console as a Service Desk Manager and open the Service Request workspace. The list of service requests appears.

2.

Double-click the service request you want to assign.

3.

From the Team field, select the team you want from the drop-down list.

4.

From the Owner field, select the person you want from the drop-down list.

5.

Click Save.

The owner is notified of the assignment through email. If the owner team is updated, the individual members of the team are also notified.

Working with Service Requests