Service Requests and Incidents
A Service Request is a request for a service, such as a conference room reservation, new email account, and so on. An issue is an interruption of service such as an account lockout, printer not working, and so on.
When you submit an incident or service request, the system logs it with the Service Desk or Help Desk, where processing can begin. You can track the progress from your My Open Items list in the Home workspace or from the My Items workspace.
To submit a Service Request
1.From the workspace menu, click Service Catalog.
2.Browse by category in the left navigation pane. When you find the correct item to place a request for, select it in the main pane.
3.In the form displayed, enter information into the fields as needed. If it's more than one page, click Continue (in the bottom right) to progress through the form. Each form is different, depending on request type you selected.
4.After entering all the required information, click Review & Submit.
5.Review the information for accuracy and make any changes before submitting. Click Edit/Back. Note that once the request is submitted, you can't go back and edit the form.
6.Click Submit.
Track the request from your My Open Items list in the Home workspace or in the My Items workspace.
You may receive email updates from the Service Desk or Help Desk requiring additional information about the request. If this occurs, respond within the period of time indicated in the email; otherwise, the request will automatically close without resolution.
If you need to update an in-progress service request with a note or an attachment (such as an image, document, and so on), you can do so. For details, see My Items.
To report an incident
1.From the workspace menu, click Service Catalog.
2.In the left navigation pane, click Report New Incident. From the main pane, select the option that matches your problem. If your issue doesn't match the available options, click New Incident.
3.In the form displayed, enter information into the fields as required. Before doing so, browse the Possible Solution panel on the right to see if you can resolve your issue with one of the suggested fixes:
•If a related article appears to match your issue, click the title to open it.
• If the solution works, click Resolve (bottom right of the panel) to close the incident. If it does not work, then click Back (top left of the panel) to check other solutions.
4.If no solution works, fill out the fields as required.
•In the Description field, provide details that thoroughly describe your problem.
•In the Urgency field, select the level of urgency that this problem presents.
5.Click Save Incident.
Once saved, the issue becomes an incident with an ID that you can track in your My Open Items list in the Home workspace or in the My Items workspace.
You may receive email updates from the Service Desk or Help Desk requiring additional information about the incident. If this occurs, respond within the period of time indicated in the email; otherwise, the incident will automatically close without resolution.
In all drop-down lists in Service Catalog and Service Requests workspaces, you can prefix * and % when searching to view search results matching partial keywords as well.
You can't edit an incident once it's logged, but you can update it with a note or attachment (such as an image, document, and so on). You can also close an incident, regardless of its current status. For details, see My Items.