Creating a Request
To create a request,
- Click the Create New + button and select the Create Incident option. The following page appears.
- Enter the following 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 check if all details are good or you can change them to match your needs. Else, you can choose to create the request manually. Once selected, you can also reset it to default using the Reset to Default link. Also, a list of suggested knowledge appears on the right-hand side. This displays a list of articles that may help you in resolving your request before creating. The articles appear based on the keywords typed in the subject. For more details on template creation, refer to the link Request Templates. |
| Transition Model | Select the transition model based on which the status of the request will change automatically when the set condition is met. For example, If a Request model is set as From Status: Open to InProgress and Assignee Condition as Adam. So when the Request with Open Status is assigned to Adam its status will automatically change to InProgress. |
| Requester | Type the requester's name or email address. As you type, the system searches for the desired Requester. This filter can be configured from the Search Preference. Also, you can search the desired requester using the filter icon. By default, the system takes your name as the requester. You can also create a request on behalf of another requester. For example: If you are signed-in with name Jerry, you can create a request from another name i.e. Mary. Once a request is created, you can view its creator from the Audit Trail tab of the Request Details page. If the requester does not exist, it will be automatically created with name and email address only. Further, you can add details by using the "Create Requester" link. The following popup appears as shown below. Add the details in it and click Create. To add details, the technician must hold the "Create Requester" permission. |
| Cc Emails | Type the email address of other people who should get notifications about the request. |
| Subject | Type the subject of the request. A subject should be short self-descriptive text to understand the request. Once the subject is entered, based on the keywords a list of Suggested Knowledge appears on the right-hand side. This displays a list of articles that may help you in resolving your request before creating. |
| 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. |
| Priority | Select the priority of the request. You can leave it blank. System will assign the default value: ‘low’. Note: While creating requests, this parameter is available only if the Priority Matrix is disabled. If enabled, this field will be unavailable, and the value will be set automatically based on the urgency and impact values. |
| Urgency | Select the urgency of the request. You can leave it blank. System will assign the default value: ‘low’. |
| Impact | Select what is the impact of the request. You can leave it blank. System will assign the default value: ‘low’. |
| Category | Select the category of the request. It is optional. |
| 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. |
| Department | Select the department if you want to assign the request to a specific department. It is optional. |
| Company | Select the company to associate with the request. This field is available only if the Managed Services Provider feature is enabled. |
| Vendor | Select the vendor from the dropdown list. |
| Location | Select the location if you can find the location from the dropdown menu. It is optional. |
| Tags | You can add tags if you want. It will help you in identifying the similar requests. It is optional. |
| Attachment | Attach the relevant files that will help technician in resolving the ticket. Once attached, you can preview or even delete it using the respective icons. |
| 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. |
| Link CI | Link the associated CI if any with the newly created request. When you click the Link CI button, the list page of CI opens up for the selection of the CI. |
- Once done, click Create. The request gets created and appears on the Request list page. Also, an email is sent to you acknowledging the request. A request starts with a prefix ‘INC’. For example: INC – 1. If a request is created without a Category, it will take the prefix set from the Category Configurations.
note
- A requester can create a request on behalf of the another requester.
- A technician can create an Incident/Request Service on behalf of the guest requester based on the Request Preference.
Create Request from Email
System gives the option to set up an email as the Helpdesk email address. Technicians can send an email to create a Request.
You can create a request without logging into the system. When a Technician creates a Request using an email, the email subject becomes the Request Subject, email body becomes the Request Description, and any attachments become the Request attachment.