Service Requests (SP) ApplicationService Requests (SP) ApplicationUse the Service Requests (SP) application to create, view, delete, and resolve service requests from customers or other users.
Either a service desk agent, customer, or other user can create a service request.
A service desk agent creates a service request to track all contacts from a requester, capture information from the requester and determine whether further action is needed.
A user or customer either contacts the service desk agent or creates a service request via e-mail or other form of communication. A requester also can create a self-service request via the Create Service Requests application. The agent views these requests in the Service Requests (SP) application and either resolves them or delegates them to another party for resolution.
Service requests are a type of ticket. Other ticket types are incidents and problems. The ticket applications are closely related and share many features, including the ability to define relationships between tickets, link them together for information purposes, and view the linkages and details in the appropriate applications.
You can associate other records with service requests:
Apply a ticket template to complete many of the fields.
Apply a service level agreement to specify the commitments and escalations to be associated with this service request.
Apply a customer agreement and price schedule to specify services and prices for work for this service request.
Apply a response plan to specify the responsible person, group, or vendor, and to specify actions or notifications for this service request.
List: to search for service requests. Also, to select multiple service requests and change their status, or assign or take ownership of them.
Service Request: to create, modify, view, and delete identifying information for the service request.
Related Records: to relate, view, and navigate relationships between service requests, incidents, problems, and other records.
Log: to create, view, edit, and delete work log entries, and view communication log entries.
Service Address: to view or associate a service address with the service request. View information about the customer, customer agreement, and price schedule for this service request. View billing information and status.
Specifications: to classify a service request and specify attributes to define it further.