Service Manager powered by HEAT

Working with Service Requests

•About Service Requests

•Viewing Service Requests

•About Creating Service Requests

•Working with Pending Service Requests

•Service Manager powered by HEAT

•About Approving Service Requests

•Configuring Editable and Cancellable Service Requests

•About Canceling a Service Request

•About Closing a Service Request

•Service Request State Transitions Reference

•Service Request Business Object Reference

About Service Requests

An end-user request that is not a failure (incident) is a request for service (service request). Service requests are usually initiated on the Self-Service Portal.

You can create service requests for a requester or provide details on an existing request.

Service owners create Service Catalog request items.

See Direct Links to Service Requests for examples on how to access service requests from a URL.

Viewing Service Requests

1.Log into the Service Desk Console.

2.Open the Service Request workspace. A list of service requests appears.

3.Double-click a service request record to see details.

The Service Request Workspace