Create and Manage Incident Requests

From the Requests page, you can report the incidents and create requests.

Create New Incident Request

There are two ways to create an Incident Request.

1. Without Login: Tap on the Create Incident button on the home page as shown below.

2. After Login: Tap on the Create Incident (+) button on the top-right corner of the screen.

The below page appears. Enter the required details:

Parameter	Description
Fill From Template	You can find the templates for common requests. Select a template and it will automatically fill the whole request form. You can change them to match your needs. Else, you can choose to create the request manually.
Subject	Type the subject of the request. A subject should be short self-descriptive text to understand the request.
Requester	Type your email address. You will get notifications about all the events or status updates and notifications on this email. You can also create a request on behalf of another requester. Note: If Managed Services Provider feature is enabled, the list will display requesters specific to the company. You will not be allowed to create requests for requesters from a different company.
CC Emails	Type the email address of other people who should get notifications about the request.
Description	Type the detailed description about the request. The description should contains sufficient details about the nature of the request and what do you expect from a technician.
Status	If it is a new request, keep the status as ‘Open’. If the request is a back-date entry, you can choose other values.
Department	Select the department if you want to assign the request to a specific department. It is optional.
Urgency	Select the urgency of the request. You can leave it blank. System will assign the default value: ‘low’.
Technician Group	Select the technician group for the request.
Assignee	Select the assignee if you want to assign the request to a specific person. It is optional.
Attachment	You can attach files as well as link assets. - Attach Files: Attach the relevant files that will help technician in resolving the ticket. - Link Assets: Link the associated asset if any with the newly created request. When you click the Link Assets button, the list page of assets opens up for the selection of the asset.

Once all the details are filled, tap Create to save the request.

Create Service Request

To create a Service Request,

1. Open the Services menu, select the desired Service Category and the related Service.

note

Only the logged-in users can create a service request.

The below page appears.

3. Select the requester.

   note

   If Managed Services Provider feature is enabled, the list will display requesters specific to the company. You cannot create Service Requests for requesters from a different company.

4. Provide the required details in the Additional Information section. The details will differ from service to service.

5. Tap Create.

note

The requester can create a service request on behalf of another requester also.

Manage Requests

The Request List page displays all the requests that you created. It includes Incident and Service Requests respectively.

Here, you have the below options:

1. Create: Create incident requests.
2. Filter: You can filter the requests by clicking the desired option. For example, If All Requests is selected, the screen displays all the requests.
3. View Details Page: You can tap on the request to view the Details page.

You can do the following things:

• Comment on the requests.
• Close requests.
• View the approval status.