Service Manager

Working with 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

•Working with Service Requests

•Working with Pending Service Requests

•About Creating Multi-Item Service Requests

•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

Viewing Service Requests

1.Log in to 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.