Add Information to a Service RequestAdd Information to a Service RequestYou can add information to a service request in the Service Requests (SP) application. See the topic Create a Service Request for information about the most common data to enter about a service request.
Ownership Either take ownership or select an owner for the service request. Ownership implies overall responsibility for the service request.
Assets, locations, and configuration items After specifying the primary affected asset, location, and configuration item in the designated fields, you can specify multiple related assets, locations, and configuration items in the Multiple Assets, Locations, and CIs table window. For example, if you are creating a ticket to install graphic software on all Product Managers' laptops, you can define the primary (targeted CI) as 'Product Managers' Laptops'. Using the Multiple Assets, Locations, and CIs table window, you or another user can eventually refine this into the actual list of Product Manager laptops.
Service level agreements (SLAs) Apply a service level agreement to this record by selecting one of the SLA actions from the Select Action menu.
Add information using other tabs:
Use the Related Records tab to create or view relationships to other records. You can use the Show Similar Tickets action to search for similar tickets.
Use the Log tab to enter or view detailed "notepad" and communications information for the service request.
Use the Specifications tab to classify a service request and specify attributes to further define it.