Setting Up Request Management

The Application Setup - Request Management page is part of the Application Setup workspace. Use this page to customize how the Service Desk handles request management processes.

Application Setup - Request Management Page

This is one step of the application setup process. For more information about this process, including how to access this page, see Setting Up the Application.

See the following sections:

Defining the Services Provided

Defining the Steps for the Request Lifecycle

Determining the Request Offerings for the Service Catalog

Defining the Services Provided

Use the Application Setup - Services Provided page to add and manage the services provided by your IT department. You can customize this set or save them and return later to add or update the services.

You can support the following services:

Application development service

Benefits management

Communication service

CRM service

Data service

Demo service

Desktop service

Email service

Employee administration

Employee development

Enterprise application service

Facilities management

Financial service

HR application

IT general administration

Mail service

Mobile communication

Network service

Payroll administration

Printing service


Server administration

Service desk

Supply chain

Travel management

Web hosting service

Follow these steps:

1.Click Services Provided. The application displays the Application Setup - Services Provided page.

2.To add a new service, do the following:

a. Click Add Service.
b. Enter a name and description for the new service.
c. Click Save & Activate. The application adds the service to the list and makes it active. By default, each service is active and available for customization.

3.Click Edit to edit the description of a service.

4.Click Next to go to the next page.

Defining the Steps for the Request Lifecycle

On the Application Setup - Request Lifecycle page, you select the actions to take at each stage of your request management lifecycle. If you have advanced lifecycle requirements, you can define them later.

The default request management lifecycle settings are:

Service request created using Service Catalog

Request item workflow initiated

Approval required


Notification sent to customer

Task created

Notification sent to owner and team

Task completed

Notification sent to requester

Service request closed

Follow these steps:

1.Click Lifecycle. The application displays the Application Setup - Change Lifecycle page.

2.For each change lifecycle stage, check the quick actions to occur.

3.To automatically send an email when the application updates the change to the associated status, do the following:

a. Check Send Email.
b. Use the associated drop-down list to select a notification type, such as Send Notification when Service Req is fulfilled.
c. Click Preview Email to preview the message.

4.To add another quick action to this lifecycle stage, do the following:

a. Click Add another action.
b. Select a quick action type. You can select from the following quick actions:  Composite, Insert Child Object, Run For Child, Send Email, and Update Object.
c. Select a quick action. The application lists the quick actions that are associated with the selected quick action type.
d. Click Save.

5.Click Next to go to the next page.

Determining the Request Offerings for the Service Catalog

On this page, you determine the request offerings to publish to the Service Catalog.


Request Offerings

Application Administration

New application access request

Web site move request

Communications Services

Audio conferencing services

Mobile network access

Mobile phone request

Mobile smart phone request

New smart phone request

Video conferencing services

Facilities Services

Conference room reservation

Elevator servicing

Escalator servicing

Heating and cooling


New office equipment

Office move

Shipping and mailing request

Travel request

General Services

Frequent traveler setup

Overnight standby request

Request for information/documentation

Request for new service offering

HR Services

Address change

Benefits package claim

Benefits package enrollment

Benefits package waiver

Bonus request

Direct deposit

Employee termination

Employee transfer

Federal exemption update

Leave request

Name change

New employee setup

Order business cards

Performance improvement action

Personal information update

Shift differential request

Time off request

Training course request

Tuition assistance request

IT Services

Archived - Optional software installation request

Archived - Optional software multiple installation request

Copy request

Create distribution list

Data backup

Data restore

Desktop computer loaner

Domain password reset

Equipment return

FTP request

Hardware provisioning

Laptop computer laoner

Loaner equipment request

Mailbox quota request

Multiple software request (legacy)

New computer request (legacy)

New email account

Optional software installation request

Optional software multiple installation request

Release quarantines attachment

Reprovision computer request

Request computer accessories

Software installation request (legacy)

Software uninstallation request (legacy)

System access

Tablet request

Web site access request

Report New Incident

Account lockout - domain

Account lockout - HR application

Cannot access drive X

Daily backup failure

Desktop application failure

Email - Cannot open Outlook

Mobile phone - email issue

New incident

No dial tone on my phone

PC is very slow

Printer out of toner

Voicemail problem

VPN connection failure

1.Click Offerings.

2.Check Show offerings for deactivated services to show the request offerings for deactivated services.

3.Highlight a service to display all of the service requests that are associated with it.

4.To rename a request offering, do the following:

a. Click Rename.
b. Edit the name.
c. Click Save.

5.By default, all request offerings are activated for customer access. Click Deactivate next to the request offering name to deactivate a request offering for the entire organizational. Click Activate only to activate it again.

6.To manage the active request offerings for each organization, do the following:

a. Click Edit Subscriptions.
b. Check All customers in my company are entitled to this service to make this request offering available to everyone.
c. To make the request offering available to only certain customers, uncheck All customers in my company are entitled to this service and check the groups to make this request offering available to.
d. Click Save.

7.Click Next to save your settings and go to the next page. See .