Create a Service Request

Create a service request in the Service Requests (SP) application to record and track initial service contacts. When you create a service request, you might enter data in several key fields. Then you can apply or associate another record that adds data or takes other actions. You can apply a ticket template, service level agreement (SLA), response plan, and customer agreement to a service request. Any of these records might add data, and SLAs and response plans execute actions and notifications.

You can create a related incident, problem, or work order from the service request. You also can search for and relate similar records to the service request.  

Note: Service requests might be created from sources such as e-mail, system monitoring tools, or external applications.

To create a service request:

  1. In the Service Requests (SP) application, on the toolbar, click New Service Request . If the Service Request field is empty, enter a value. You can edit this field until you save the record.

  2. In the Reported By and Affected Person fields, enter the person who reported the issue and the person who is affected by the issue . By default, the Asset Site field is filled with the site on the person record of the Affected User.

  3. In the Summary field, enter a description of the service request. To enter additional information, click Long Description . The long description you enter is copied to the Details field.

  4. Choose one of the following options:

  5. If the service request is for a location, in the Location field, specify the location.

  6. If the service request is for an asset, in the Asset field, specify the asset.

  7. If the service request is for a configuration item, in the Configuration Item field, specify the configuration item.

After specifying the primary affected asset, location, and configuration item in the appropriate field, you can specify multiple related assets, locations, and configuration items in the Multiple Assets, Locations, and CIs section.

  1. Optional: If there is no location, asset, or configuration item with a customer for the incident, specify the customer directly in the Customer field.

  2. Complete the remaining required fields. Asterisks (*) indicate required fields. If you have the IBM Maximo Linear Asset Manager license installed, and you entered a linear asset in the asset field, additional fields are displayed. You can enter a feature and feature label in the Details section. Enter values in the Linear Segment Details section as needed.

  1. Click Save Service Request .

See Also

Add Information to a Service Request