Raise an Incident/Service Request

A request is anything that is raised by an employee in the organization to the support or IT team, and in this case, the Manage Service Provider (MSP). A request is typically raised in order to solve an issue, require assistance, or request resources.

 

Types of Requests 

In ServiceDesk Plus MSP Cloud, users can raise two types of requests: Incident Requests and Service Requests .

Incident Requests are raised to indicate the failure or deterioration of an IT service, while service requests are raised for support, resources, and delivery of items.

You can configure different incident and service templates according to the requirements of the managed organization.

 

Modes of Raising a Request 

A requester can raise a request through email, call, or the requester portal. However, a technician can create a request directly in the application.

To view requests that are raised, go to the Requests module and click the request filters drop-down on the top-left corner. Under Request Type, you can choose to view incident or service requests or both.

To view requests raised by a particular customer, choose the customer from the drop-down in the header or select All Customers to see all requests raised.

 

Create a Request from the Requests module 

1. Go to the Requests module and select the customer for whom you want to create a request from the header.  
2. To create an incident request, click New Incident to open a default incident request template, or click on the button to view a list of request templates to choose from.
   
3. To create a service request, click on the New Incident button and choose an appropriate service request template.

To learn more about how to fill out a request form, click here.

Create a Request from the Application Header 

1. On the header, select the customer for whom you want to create a request and click the New Request icon  
   
2. To create an incident request, click New Incident to open a default incident request template or select an incident request template from the list.
   
3. To create a service request, select an appropriate template from the list.
   

You can also select Service Catalog to view all request templates in a pop-up.

 

Create a Request from the Activities Page 

1. Go to Activities and select the customer for whom you want to create a request from the header.  
   
2. To create an incident request, click New Incident to open a default incident request template, or click  on the button to view a list of request templates to choose from.
   
3. To create a service request, click  on the New Incident button and choose an appropriate service request template.
   

   

Fill a Request Form 

Use the pointers below to fill out an incident or a service request form.  The fields may vary depending on the selected template. 

 

Fields	Explanation
Select Template	Retain this template or switch to another template.
Request Type	Select the request type. You can choose between Incident, Major Incident, Request For Information, and  Service Request.
Status	Choose the status of the request. (e.g., Open, Canceled, Closed, Resolved, etc.)
Mode	Select the mode in which the request was submitted. (e.g., Email, Phone Call, Web Form, etc.)
Level	Select the level to indicate the complexity of the request.
Impact	Specify the effect the service has on productivity.
Impact Details	Specify details on the impact.
Urgency	Select urgency to show how quickly the request must be resolved.
Priority	Select the priority of the request. (e.g., High, Medium, Low, etc.)
Requester Name*	Choose the requester's name from the drop-down menu. SDAdmins can add a new requester: Type their name in the field and complete the remaining fields before submitting the form. A new requester with the entered name will be created. Alternatively, you can add a new requester by clicking and selecting New Requester. Follow these guidelines to fill in the fields and click Save. The newly created requester will be added to the list of available requesters. To view a requester's previous requests, click next to their name in the Requester Name field. Technicians who are customer-restricted can also be requesters.
Asset	Select the assets involved in the request. The assets related to the requester are displayed in the drop-down. Toggle Show all assets to view only assets associated with the requester. Toggle the button off to view all assets. You can also click to search for assets in a separate window. You can associate up to 25 assets in a request. If the requester is changed, the associated assets will be reset.
Site	Specify the place or location of the organization.
Group	Select the site-specific group that will work on the request.
Technician	Select the group-specific technician who will work on your request.
Category	Select the appropriate category, subcategory, and item for faster resolution.
Sub Category
Item
Subject*	Briefly describe the service needed.
Description	Describe the required service in detail.
Emails to Notify	Select the recipient to notify when this request is created.
Attachments	Attach files to the request. The file size must not exceed 50MB and the number of attachments is limited to 50.
Resolution	Provide a solution, if any, for the request. This content can also be added after the request is submitted under the Resolution tab on the request details page.
Resource Details (Applicable only to service requests)	Provide additional information about the resource requested. Specify whether the request is for the requester or if it was made on behalf of someone else. Provide more information about who the resource is for.

*mandatory fields

Click Add Request to submit the form.

When filling out a request form, if there are any solutions for similar issues previously addressed, suggested solutions may appear on the right.

 

The above pointers can be used to fill out the default incident or service request form. You can create custom templates with specific fields, and add or remove fields as required. To learn more about customizing templates, click here. 

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