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Service Desk agents have the ability to raise service requests on behalf of the requesters. This is particularly useful when requesters require assistance in raising service requests or when it cannot be fulfilled through self-service options. In this guide, you will learn the process of creating service requests through the Service Desk Agent Portal and the various functional aspects of it.
Required Permission
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No permission is required to create a Service Request.
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Agents or Admins will be able to create Service Requests in the agent portal within those team(s) they are part of.
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More details on permissions related to Service Requests can be found here.
How to create Service Requests from agent portal?
Service Requests can be created by both Agents and Admins in Service Desk from the Agent Portal. Follow the steps explained below,
1. Login to your Service Desk account
2. Click on the +New button on the product header. (top right corner)
3. Click on Service Request from the dropdown displayed
4. This will load the Service Catalog Items in the right panel
5. You can click on the Catalog Item to view the complete details
6. Click on the Select button next to the item that is being requested for.
7. This will load the New Service Request form and will open up in a right panel.
The following fields will be displayed in the create form to capture information related to the Service Request,
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FIELDS |
DESCRIPTION |
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Catalog Item Name |
The catalog items selected in the previous step will be displayed here. Click on Change to update the catalog item selected. |
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Catalog Item - Custom Fields |
The custom fields linked to the catalog item will be displayed here. You can choose the field's properties based on the need. |
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REQUESTER DETAILS SECTION |
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Look up existing requester |
If the requester is already available in the Service Desk then you can search for the requester here. - Search can be done using Requester Name or Email or Phone. - Dynamic results will be provided based on the search keyword. - Clicking on a requester will automatically populate the requester fields |
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Look up requesters using custom fields |
Existing Requesters can be searched based on a custom field. Choose the Requester field and then continue to search. |
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Requester Details |
Once an existing requester is chosen the details of the requester will be displayed in a separate right panel next to the create form. - Phone Number |
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Full Name * |
Full Name of the Requester |
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Email Address * |
Email address of the Requester |
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Phone Number |
Phone Number of the Requester |
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SERVICE REQUEST DETAILS SECTION |
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Team * |
Choose the Team to which the Service Request should be assigned to. |
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Subject * |
Provide a short summary of the Service Request. Note: This field value will be pre-filled if it is configured for the catalog item. |
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Description |
More elaborate details on the Service Request can be specified here |
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Priority * |
Specify the priority. Default value: Medium Note: This field value will be pre-filled if it is configured for the catalog item |
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Assignment Group |
Choose the Assignment Group to which the Service Request should be assigned to. List of groups within a team will be listed here. |
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Assignee |
Choose the Assignee who should be assigned to the Service Request. |
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Status * |
Specify the status of the Service Request. Default value: Open |
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Impact * |
Specify the impact of the Service Request to the business services or others. Default value: Medium |
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Asset |
Choose the Assets that are related or impacted due to the Service Request. |
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Due Date |
Choose the Due Date |
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Due Time |
Choose the Due Time |
* mandatory fields
5. Once the required details are provided click on the Create Service Request button.
6. A new service request will be created and you will be re-directed to the respective Service Request details page.
7. Requested Details tab will display the items requested in the details page.
