Create and Assign a Service Request

Typical use case scenario: Susan Diligent is a Service Desk Agent. She is responsible for creating Service Requests and assigning the Service Requests to the right support group and also giving information about the existing tickets to the end user. She starts at around 8 a.m. (leaving at 5 p.m.) Now let's assume Susan got a call and the end user is asking for a new Service Request.

The following action can be used to initiate the Service Request creation:

Call the Create new Service Request Action

The action can be started from the Sidebar InfoObject only:

In the Sidebar, go to Actions > Create new Service Request

Note: You may need to add the Sidebar InfoObject to the Work Perspective. When adding the 'Sidebar' InfoObject, make sure that the 'Call Center Agent' is the current business view as the sidebar content is business view specific.

The Create new Service Request action consists of the following stages:

• Stage 1: Specify mandatory attributes
• Stage 2: Assign the system
• Stage 3: Assign the Service Request to 2nd Level Team

• Stage 4: Finalize the process

Specify Mandatory Attributes

After you start the Create new Service Request action, the New Service Request dialog appears.

This dialog requires that you fill in at least the mandatory fields:

• The Reported by section is prefilled with the current user data.
• The Reported for field represents the affected person for whom this ticket was requested.

  Assign the corresponding person.

• Provide a brief Ticket Shorttext to describe the Service Request.
• Make the categorization and classification: Fill in the Category = Incident and Type (e.g. Information).
• Define other optional categories if necessary.

Assign the System

In next step, assign the affected system to the ticket.

To assign the system:

1. Click the Assign button.

   The System browser opens.

2. Double-click to select the corresponding workstation.

   The system has been assigned.

   A new Systems section appears in the New Service Request dialog.

Assign the Service Request to 2nd Level Team

Now that you have recorded all the necessary information, you can assign the service request to the 2nd level team.

To assign the Service Request:

1. Click the Assign SR button.

   The Ticket Forwarding pop-up window opens.

2. Specify a Support Group which the Incident will be forwarded to.

   You can also determine a specific support group person to work on this Incident.

   Provide other necessary assignment information specify the emailing options.

   Note: When forwarding a ticket, more than one know-how profile can match. In this case, the list of available support groups will be prefiltered according to the know-how profile. An additional note is shown in the forwarding view prompting you to choose one of the suggested supportgroups which the ticket should be forwarded to.

3. Click OK to proceed.

Finalize the Process

After you click OK, the Ticket Forwarding window and the Service Request dialog closes.

The new Service Request has been created and assigned to the 2nd Level team.