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Request Overview

Know how Request Management helps in tracking and managing the various requests.

What is Request Management?​

Request Management is a module using which you can log, analyze, and resolve the requests. Its main aim is to fulfill the requests of the requesters in minimum time and maintain the quality.

What is a Request?​

Request is a service requirement or an unexpected disturbance that the users raise. It initiates a service action that is agreed as a standard process of service delivery. There are two types of requests:

  • Incident Requests: These requests are raised when there is a failure or degradation of a service. For example: The Email Server is not Working.
  • Service Requests: These requests are raised for normal requirements like things and services. For example: Request to reset password or Request for a new Mouse.

Request Management in ServiceOps​

In ServiceOps, the Request Management module provides a centralized system for handling all incoming user requests. When a user submits a request, either through the Support Portal (for requesters) or the Technician Portal (for technicians), it is recorded as a 'ticket'. This ticket serves as the primary communication channel and tracking mechanism throughout the request's lifecycle.

The ServiceOps Request Management involves the following activities:

In this section you can do the following:

  • Create New requests: You can create requests in the following ways:
  • View requests: View all the requests of your organization based on the assigned role and rights. For example: If you are an HR, you will see the requests created for HR department.
  • Update requests: Modify the basic details of the request.
  • Manage requests: Based on the role you can: Merge, mark as spam, claim requests, assign requests to others, archive requests, approve/reject requests, create and manage tasks, add relations, etc.