Logging Service Requests for Users_SRM

Owned by Enterprise IT
May 29, 2024

Service Management Help

Service Request Management

You can log Service Requests (SRs) for End Users when they need information, piece of hardware, software, or access.

Note:

To log SRs for End Users:

  1. Select Request > User > Manage Service Requests > New Service Request for User.
  2. On the NEW SERVICE REQUEST FOR USER page, select the Tenant for which you want to log the SR.
  3. Select the catalog type in the Catalog Type drop-down list, select the Medium in the Medium drop-down list and caller in the Requested By list-box under the DETAILS section. Alternatively, in the Search field, type in the Catalog/Package name or keyword and click the Search icon. A list of matching Service Catalogs/Packages are displayed.

    You can view Requested For option under Details section only if the Enable Caller Selection check box is selected at Tenant level configuration.
    If Support Logging On Behalf of Other Users check box is selected on Approve Service Catalog page, it allows you to log an SR on behalf of other users also who are not having access to the catalog. 
    For Example: If the requested user Sam does not have access to Catalog1, but the logged in user Fredrick has access to the catalog Catalog1 then Fredrick can log an SR for Sam for Catalog1.

  4. Select the Category, Sub-Category, and the Catalog for the new SR under the DETAILS section.
  5. You can view the Categories, Sub-Categories, and the Catalogs/Packages in the Tree view, Carousel view and the Tile view. Click   to view the Categories, Sub-Categories and the Catalogs/Packages in the Tree view. Click  to view the Categories, Sub-Categories and the Catalogs/Packages in the Carousel view. Click  to view the Categories, Sub-Categories and the Catalogs/Packages in the Tile view.


    Figure: NEW SERVICE REQUEST FOR USER: Selecting Category (Carousel view)


    Figure: NEW SERVICE REQUEST FOR USER: Selecting Catalog (Carousel view)


    Figure: NEW SERVICE REQUEST FOR USER: Selecting Category (Tree View)


    Figure: NEW SERVICE REQUEST FOR USER: Selecting Catalog (Tile view)

  6. The NEW SERVICE REQUEST FOR USER page is displayed with the selected information. Based on the Service Catalog/Packages and Service you select, the related fields are displayed. Type in the required details. For more information about the fields on the NEW SERVICE REQUEST FOR USER page, see Field Description.


    Figure: NEW SERVICE REQUEST page

  7. Click SUBMIT. A confirmation message with the Service Request ID is displayed.

    Note:

    On selecting the Service Catalog, all the KRs linked to the Service Catalog is displayed in a pop-up page. For linking KRs to Service Catalogs, see Adding Knowledge Records in Service Management.

Field Description

The following table describes the fields on the NEW SERVICE REQUEST page:

Field

Description

Request Tab

Type in the required information in the fields displayed in this tab and click NEXT. You are navigated to the Approval tab.

Approval Tab

On the Approval tab, you can view the Approval levels and the Approver details. See Screen Shot. Note: You can also set the Approver name if the Approval Type is User Selectable or the Approver name is not configured for the selected Approval Type.


Figure: NEW SERVICE REQUEST page: Approval tab

To log Service Requests Using IVR: 

You can log a Service Request by using the IVR functionality. The Administrators need to pass a query string in the URL to log the Service Request using the IVR functionality. The End User is searched based on the phone number and the user details are loaded on the page and you can log the Service Request for that user. The format of the query string is ?phoneNumber=9845098450.

Figure: New Service Request for user page

To create a new Service Request:

Select the Category, Sub-Category, and the Catalog for the new SR under the DETAILS section. 

The IVR functionality is available if the Enable IVR Mode on Log Incident and New Service Request for User check box is selected on the APPLICATION SETTINGS page. For more information, see SummitAI Platform Online Help.

To Log Multiple Service Requests at a Time with Service Catalog Package:

Administrator or User who have access can create multiple Service Request at a time for End User with the Service Catalogs Package. User needs to create the Catalogs package first on the PACKAGE CONFIGURATION page. The configured packages are displayed under the selected category while logging the service Request.

Example: While on boarding new employees, HR needs to create multiple SRs (for laptop and software). The HR head or Administrator can create a Package with those catalogs. The HR can log multiple SRs at a time with this package.

The procedure of logging multiple SRs at a time is same as described above. The only difference is in place of Service catalog Users need to select the Configured Package. 

Example: If the Package contains three Catalogs, End User needs to fill three catalog information. The mapped fields information are copied from first Catalog to the next catalog.

To create multiple SRs with Package:

  1. On the NEW SERVICE REQUEST FOR USER page, select the configured Package under the selected Category.
  2. The Package Information is displayed, including the Package Name and serial number. Click NEXT. Based on the Package, the Catalog related fields are displayed. Type in the required details. For more information about the fields on the LOG SERVICE REQUEST page, see Field Description above.
  3. Click  to view the Approver details. If the Approver is User Selectable, the Analyst needs to select the Approver.
  4. Click NEXT. the next Catalog appears as per the serial number displayed on the Package Information page.
  5. Analyst needs to fill in all the Catalogs Information. After Final submission all the SRs are created.


    Figure: Log service Request - Filling Catalog information

Note:

  • Analyst needs to fill in all the Catalogs information in the list. After final submission all the SRs are created.
  • Save as Draft option is not available. If the page is closed or interrupted while filling the information, the changes are lost.
  • While Creating SR from Package, CREATE SR FROM EXCEL UPLOAD and DOWNLOAD CATALOG TEMPLATE features are not available in the ACTIONS panel, and ADD TO CART feature is also not available.

ACTIONS

This section explains all the icons on the ACTIONS panel of the NEW SERVICE REQUEST FOR USER page.

SUPPORT DOCUMENT

Click SUPPORT DOCUMENT to view the documents related to the selected Service Catalog.

SLA INFORMATION

Click SLA INFORMATION to view the documents related to the selected Service Catalog.

Filters

Click the Filters icon to specify the filter to display the Entitled Services. On clicking the Filters icon, the FILTERS pop-up page is displayed. Select the Entitled Service check and click SUBMIT.


Figure: FILTERS pop-up page

References