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.

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.

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.