Working with Service Requests

From your mobile device you can create Service Requests, view all the Service Requests assigned to you, edit them, complete the tasks for the Service Requests, and add notes and tasks to the Service Requests.

On the Service Request workspace page, you can filter and sort the service requests by expanding the Filter & Sort drop-down. You can expand the Filter By option to select the suitable options that fit your search criteria, like Status, Priority, Resolve By, Owner, Scanned Period, and so on. Similarly, you can expand the Sort By option and select suitable options from the drop-down list. You can also contact your administrator to customize your filters and sorts.

On the Service Request workspace page, you can select the Tile View icon to view all the service requests in a tile view format, where you can get additional information about the user. When you click the image circle under any particular Service Request, a user information card pops up and displays the username, designation, department, email address, and phone number.

You can use this feature only on Android and iOS mobile devices and not on iPad or desptop.

Some of the fields may not be compatible in responsive user interface. To know which controls are supported for responsive user interface and which ones are not, refer to Service Request Controls and Request Offering Controls.

1.From the Home page, tap the icon and select Create Service Request.

2.Enter information into the fields:

•Customer, Team, Owner, and Urgency.

•Status - Initially it is Active. Change the status as the Service Request progresses through various stages until it is finally Fulfilled.

3.Tap Next. This button is enabled only when you enter or modify the details of one of the field.

A list of Request Offerings is displayed.

4.You can scroll and select or filter by category and/or search by a keyword and select a Request Offering.

•To filter - tap the icon and select one or more category check boxes and click Apply.

When you select the Most Popular category, you cannot select any other category.

•To search - enter a keyword in the Search bar.

When you apply a filter and then search, the search results display matching results from the selected categories only.

5.Select a Request Offering and enter information into the fields.

The fields displayed vary based on the selected Request Offering.

6.Tap Review. This button is enabled only when all the mandatory fields are filled.

7.Tap the icon to make any changes.

8.Select Yes in the prompt message. Modify as needed and tap Review.

9.Tab Submit. The Service Request is created.

On the Home page, this icon is available in the header. It helps to create service requests and it is accessible from all the pages.

Request Offering Templates might not appear for users with the Mobile Analyst role if the required object permissions are not enabled. To resolve this, administrators must configure the appropriate permissions in the Configuration Console. The following steps outline how to enable access so Mobile Analysts can view and use Request Offering Templates seamlessly.

1.Log in to Neurons for ITSM as an administrator.

2.Click Configuration Console.

3.Expand Roles and Permissions, select Mobile Analyst.

4.Click Object Permissions and search for SelfServiceFavorite.

5.Enable View permissions for SelfServiceFavorite.

6.Click Save to apply the changes.

1.From the Home page, tap the My Service Reqs tab.

A list of all active Service Requests you are assigned on is displayed.

2.Select one to view its details.

1.From the Home page, tap the My Service Reqs tab.

A list of all active Service Requests you are assigned on is displayed.

2.Select one to view and edit.

3.Tap Edit. The Service Request is displayed in edit mode.

4.Expand the Customer Info section. This section has all the information pertaining to the Service Request.

You can edit the fields in the Customer Info tab only if the Request Offering used in the Service Request is set as editable.

5.Edit the details as required and tap Save to save the changes.

You can view, accept, and complete tasks assigned to you in a Service Request.

1.From the Home page, tap the My Service Reqs tab.

A list of all active Service Requests you are assigned on is displayed.

2.Select one to open and view its details.

3.Expand the Tasks section. A list of all tasks are displayed with the task owner name.

4.Select a task you are assigned as the owner and tap Edit.

The task is displayed in edit mode.

5.You can perform the following actions for a Task:

a. To accept the task - tap the Accept icon . The task's Status gets updated to Accepted.
b. To complete the task - tap the More and select Completed. The task's Status to Completed.
c. To add a note - tab the Add Note icon , enter the subject and description and click Ok.

You can add tasks for a Service Request and assign a relevant owner to it.

1.From the Home page, tap the My Service Reqs tab.

A list of all active Service Requests you are assigned on is displayed.

2.Select a Service Request for which you wish to add a task to.

3.Tap the Add Task icon . The Create New Task page is displayed.

4.Enter the Summary, select a Team, and Owner, and tap Save.