Register a request for change

If a user contacts you to request a change to a service or configuration item (CI), you can create a Service Desk interaction record to collect information about the service request. Categorize the service request as a request for change, and then solve or escalate the request.

To register a request for change, follow these steps:

1. Click Service Desk > Create New Interaction.

Service Manager prompts you to choose a category, after which the new interaction form is displayed. However, if a default category is defined in Service Desk > Administration > Settings, you are not prompted to choose a category, and the the new interaction form is displayed with the category field pre-populated.

2. Select the contact for the interaction. The associated fields fill automatically.

   Note If you use the Fill function to replace the information in a field that already contains data, clear the field before you click Fill. If the field contains data, the Fill function does not work.

3. Select the user's preferred notification method.
4. Select the service recipient. The associated field fills automatically.
5. Select the affected service.

6. Select the affected CI.

   Note  

   • The Default Impact and Priority values of the affected CI are automatically populated to the Impact and Urgency fields of the interaction record. You can manually change these automatically populated values if needed.
   • If you specify the Impact and Urgency values first and then specify an affected CI with an empty Default Impact or Priority value, the Impact or Urgency value that you selected for the interaction record is cleared.
7. Type a title and description for the interaction.

8. Select the subarea.

   Note The system provides the area (service portfolio) because in an out-of-box system, this is the only area available.

9. If you are able to fulfill the user's request, close the interaction and document your solution.
10. If you are unable to fulfill the user's request, select the impact and urgency of the request, and then click Escalate.

11. The Escalation wizard starts. Follow the onscreen instructions. Service Manager creates both an interaction and a change request, and then associates the interaction to the change request. Service Manager displays the New Interaction form when the wizard finishes.

Related topics

What is a Service Desk interaction?
Working with Service Desk interaction records
Associating a Service Desk interaction with another application record
Searching records

Register a complaint
Register a request for information
Register an incident
Register a service catalog request
Update an interaction record
Cancel a new Service Desk interaction
Search for a solution