Raise a Service Request

You can raise a service request in three different ways:

Raise Service Requests from Home

In the Home tab, click Request a Service from the 'I need something New' block. Select the category of service you need and choose a template to raise a service request instantly.

Raise Service Requests from Header

Click the New Request icon on the header and select Service Catalog. In the pop-up window,  go to the Request Catalog section and select the relevant template to request a service from any page in the application.

Find out more.

Raise Service Requests from Requests 

Go to Requests > New Incident. Click a service category and select the relevant template to raise a service request. 

While filling out the service request form from the header or request tab, you can reset the form details anytime using Reset at the bottom of the page.

Filling the Form 

ServiceDesk Plus Cloud allows users to raise service requests using different templates, each customized to capture information regarding a particular issue.

Select the template you want to use.

Fill out the displayed fields using the following pointers:

Field	Explanation
Select Template	Select pre-configured templates to save time.
Requester Name	Your name will be populated here.
On Behalf Of User	Raise service requests for another requester. Select the requester name from the drop-down.
Asset	Select from the drop-down. These are assets that are associated with you.
Site	Specify your site.
Group	Select the group to work on your service request. These groups are site-specific.
Technician	Select the technician to work on your service request. These technicians are group-specific.
Priority	Refers to how urgent the service is needed.
Status	Refers to the progress of the request.
Mode	Indicates how the service request was raised.
Impact	Refers to the effect the service has on productivity.
Impact Details	Details impact scope.
Level	Indicates the importance/complexity of the request.
Urgency	Refers to how quickly the request resolution is needed.
Category	Choose the accurate category to ensure quicker resolution.
Subcategory	Select from the drop-down. Choosing accurate subcategory ensures quicker resolution.
Subject	Provide short information about the service needed.
Description	Describe the required service in detail.
Resource Info	Complete details about the service requested.
Attachments	Attach files from Computer or Cloud (not more than 10MB in size) to the request form.

Make sure you answer all the resource questions. This will help the IT team deliver your services efficiently.

If enabled by Admin, you can also view the tasks associated with the template.

After you have filled the required fields, click Add Request.

Some fields might be removed/replaced with additional fields, customized to the template.

What is a Resource Question?

While resolving service requests, the help desk will need complete details about the requested service, such as software version, RAM, or storage capacity.

The resource questions help in collecting all the necessary details for the request to be fulfilled at the earliest possible.  

Set Editor for Service Requests: 

You can select an Editor to update your service request once before it moves to the help desk. Select the editor while raising the request. After you add the request, a notification will be automatically sent to the Editor prompting them for an update.

You can configure On Behalf Of user and Editor only if the respective fields are added to the specific template. 

To learn how to update a request as an editor, refer to this page. 

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