Use > Run > Service Request Management > Service Request Management procedures > Create a request record

How to create a request record

A request record can be created directly by a Service Management user, or by an agent on behalf of a user. This task describes how an agent creates a request on behalf of a user.

A request can be a support request, a service request, or an HR support request.

  1. From the main menu, select Run > Service Request > Requests. Service Management displays the list of requests. You can view:

    • All requests

    • Only requests that are assigned to you

    • Requests that are assigned to the groups of which you are a member

  2. Click New icon New. Service Management displays a New Request dialog box to gather basic information. Service Management does not assign a request ID until you save the record.

  3. Complete the Details section.

    Field Description
    Title Type the title of the request.
    Description

    Enter a description for the request. Service Management may automatically recognize CIs whose details are entered here. See CI Detection - Automatic recognition of CIs.

    Requested by

    Select the name of the user who contacted the service desk about opening the request.

    Select a name from the drop-down list or type a few characters to search for the name.

    Requested for

    Select the name of the user for whom you are opening the request.

    Select a name from the drop-down list or type a few characters to search for the name.

    Impact Select the scope of impact for the request.
    Urgency Select how severely the problem for which you are requesting assistance impacts your job.
    Preferred contact method Select a value from the drop-down.

  4. Complete the Catalog Offering section.

    Field Description
    Offering

    Select an offering from the drop-down list.

    At the top of the list of offerings Service Management displays smart suggestions for suitable offerings, based on the text entered in the Title and the Description fields.

    For information about offerings, see Service Catalog Management.

    Note  

    • If an offering is not selected, the request is created as an IT Support Request. If you later select an IT Service type offering, the request type changes to IT Service Request. If you later select an HR Support type offering, the request type changes to HR Support Request.

    • If user options have been defined for the selected offering, they appear in this section.
    Service

    Displays a list of all business and infrastructure services. You can filter the entire list or individual columns to narrow the list of records. At the top of the list, Service Management displays smart suggestions, based on the text entered in the Title and the Description fields.

    Tip If you point to the selected service, a popup window is displayed, including brief details and a link to the record.

    Device

    Select a device for the request.

    Select a value from the drop-down list or type a few characters to search for the name.

    Infrastructure and peripheral

    Select an infrastructure and peripheral asset for the request.

    Select a value from the drop-down list or type a few characters to search for the name.

    Subscription

    Select a subscription for the request.

    Select a value from the drop-down list or type a few characters to search for the name.

  5. Click Save when you are finished.

    If the offering you selected is an offering bundle, when the request enters the Fulfill phase, the offering bundle's task plan automatically triggers the creation a child request per each bundled offering. The child requests are added to the list of service requests in the Service Request Management module, and can also be viewed in the parent request's Related records tab.

    For more information, see How to edit a request record.

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