Use Case

Stark industries want to set a process for the cases identified as incidents. They want to record and prevent these incidents from occurring again in the future. ServiceOps Request Management helps them to achieve this requirement by capturing the details and acting accordingly. It records the incidents in the portal using the below steps:

1. First create an Incident Request in the portal as shown below. For more details, refer to the Request Creation page.

2. Once the request is created, you can send a reply, forward the request, collaborate the request with other technician, add notes, diagnosis, or solution from the Work tab.

3. Next, you can create and assign tasks to be performed related to the problem resolution.

4. You can then associate (relations) the items like requests, problems, changes, releases, assets, contracts, knowledge, merge requests, purchase, and projects that may have been related to the request.

5. Once the request is fulfilled, you can close it manually or automatically by using a workflow.
6. Similarly, you can track and maintain other requests as well. If the request is not fulfilled and further action is required, you can also raise a problem or change request.