Request Management

Request management group has the options that are specific to customize the request module. It has the following features:

Request FormCustomize the request form by adding and managing fields to capture the right information from users.Request StatusManage the values available in the status dropdown used across request management.Priority MatrixDefine how priority is calculated based on the urgency and impact values of a request.Request Feedback SettingConfigure how and when requesters are prompted to provide feedback after a request is processed.Response TemplatesCreate pre-defined response templates to standardize and speed up communication for common requests.Email Command SettingsConfigure the format and commands used in emails to trigger actions within ServiceOps.Request CategoriesDefine and manage categories for requests to enable better classification and routing.Request TemplatesDefine pre-built templates for standard requests to help users and technicians raise them quickly.Feedback FormConfigure the feedback form to capture detailed responses from requesters after a request is resolved.Incident Custom RulesDefine custom rules for incident request processing to align with your organization's policies.Service Request Custom RulesDefine custom rules for service request processing to align with your organization's policies.Request Form RuleManage rules that control the behavior and visibility of fields on the request form.SourceManage the source values that identify the channel through which a request was created.Request ModelDefine transition models that automatically change request status based on configured conditions.Print TemplateCreate and manage custom print templates for generating formatted request documents.