Service Request Management
The purpose of the Service Request Management is to support the agreed quality of services by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner.
A service request is a ticket used for requesting a service within the scope predefined by the Service Provider. It is processed according to the standardized rules established by the corresponding Service Level Agreement (SLA). The Service Request Management process governs the lifecycle of service requests.
The Service Request (itsm_request) and Service Request Task (itsm_problem_task) tables are inherited from the ITSM Tasks (itsm_request_task) table that is a parent table for all ticket and task tables. The ITSM Tasks are, in their turn, based on the Task (task) table of the platform.
State Model
Learn about the service request state model.
Create Service Requests
Learn how to create service requests from the agent interface, the Self-Service Portal, or a user query.
Process Service Requests
From this section, you will learn how to assign and update service requests, how to create requests categories and templates, and more.
Track Service Requests
View the notifications for tracking service requests.