Request Management in a Service Management application

Agents regularly access request records as they resolve requests and correspond with the submitters. They can also access built-in reports to see information like the number of active or unassigned requests for an SM application.

• Request creation
  Requests are created differently based on the role that has been granted to the user. Department administrators can create requests differently than an employee can.
• Request states
  Service Management requests follow a specific life cycle and move through a series of states, which are displayed in the State field on the request record.
• Request approvals
  Approving a request in an SM application means that the request is ready for task creation and assignment.
• Agent assignment methods
  Depending on your settings in the SM application's configuration screen, you can assign agents manually or using auto-assignment.
• Collaborate on a request
  Within a request, you can enter comments that are visible to the submitter, allowing for collaboration between the two of you. For collaboration with other agents, you can enter comments that are not visible to the submitter.
• Close a request
  When you close a request, you can add details that you want the submitter to be aware of.
• Request task management
  A request contains one or more tasks. These tasks allow qualifiers to define activities that must be done to complete a request.
• Request Management Platform Analytics Solutions
  Platform Analytics Solutions contain preconfigured dashboards. These dashboards contain actionable data visualizations that help you improve your business processes and practices.

Parent Topic:Service Management