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The items that populate the Requests Grid are generated when a User submits a Request to address any number of concerns. The items that appear on the Requests Grid are generated via the CustomerCenter portal, API, or incoming emails. This represents the first stage in the Service Desk process. Whenever a User determines that a new Service is warranted, the User must submit a Service Request in order to initiate the service process.
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Since the items on the Requests Grid are populated externally, Users cannot add or delete items to or from the Grid. Instead, Users can double-click an item on the Grid to open its data entry form, at which point the User can choose to advance the Request to the next stage of the service process.
From the Main > Service Desk > Requests grid, a User is able to view the Assigned Workers, Completed Workers, Assigned Workgroups, and Completed Workgroups related to each item.
Types of Requests
The Requests Grid contains three distinct types of Requests for Service.
A Service Request is the standard method by which for Users to request a ServiceServices. Users can identify a Service Request by the initials SR in the column labeled SD NumberSD Number column.
A Work Request is the standard method for requesting work. Users can identify a Work Request by the WR initials in the SD Number column.
An Incident Request is typically generated by a customer that who has reported a specific problem with a piece of Equipment or Service. Users can identify an Incident Request by the initials 'IR' in the column labeled SD Number column.
An Inquiry is generated when the User organization's Service Desk email account receives an email from a Customer seeking clarification or consideration for a concern. New incoming emails are processed and designated as new Inquiries or added as threaded messages to existing Service Desk items. Inquiries can also be generated by the CustomerCenter General Request link. Users can identify an Inquiry by the initials 'IQ' in the column labeled ' Number' column. For more information on Inquiries, see the Original Inquiry tab page.
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On the Requests Grid, double-click or highlight any existing item and click the
button above the Grid to edit.
After opening an item on the Requests Grid, the User is presented with the item's data entry form where the User can begin to address the Request by adding critical information and building Workflows.
Adding a Service Action
From the Actions tab click the
button. The Add New Service Desk Action dialog opens.
Select the Action you need from the dropdown.
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Select the Service Catalog picker.
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Add any other relevant overrides.
Click the
button.
Advancing a Service Request
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To convert the Request to a Service Order, open the Service Request's data entry form and change the SD Type from Service Request to Service Order. The User is prompted to confirm this change. If accepted, the Service Desk item disappears from the Service Request Grid and appear on the Service Order Grid.
Advancing a Work Request
The Work Request is exactly that, a Request for work. Once you have determined that the Request is valid, enter the GLAs and other pertinent information. You may then convert the Work Request to a Work Order. Converting a Request is necessary when it is determined that the Request is valid and the work is approved. A User may convert the Work Request to a Work Order at any point in the process as long as all required data fields have been satisfied.
To convert the Request to a Work Order, open the Work Request's data entry form and change the SD Type from Work Request to Work Order. The User is prompted to confirm this change. If accepted, the Service Desk item disappears from the Work Request Grid and appear on the Work Order Grid.
Advancing an Incident Request
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For information on recommended practices for Emails, please see: Best Practices for Emails and Inquiries.
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