Raise a service request

In ServiceDesk Plus Cloud, users can raise requests for services and resources in the service catalog. You can configure different templates to save time and avoid redundant effort.

How to Raise Service Requests 

You can raise service requests in one of the following ways:

Click the New Request  icon on the header and select Service Catalog. In the pop-up window, go to the Request Catalog section and select the relevant template to request a service.

Go to Requests > New Incident drop-down. Click a service category and select the relevant template to raise a service request.

You can call a help desk agent and raise service requests. The agent will search for the relevant service template and raise the request on your behalf.

Filling the form

Select the template you want to use and fill out the form as directed.

The availability of fields is subject to change based on service template customization. You can add or remove additional fields to templates.

 

 

 

Fields

Explanation

Select Template

You can retain this template or switch to other pre-configured templates.

Requester Name

  • Type the first few letters of the requester's name or email, or click and choose the requester from the drop-down.

  • To add new requesters, type the username in the Requester Name field and proceed to submit the request. Alternatively, you can add a new requester by clicking > New Requester.

  • To view a requester's previous requests, click  beside the Requester Name field. All the previous requests will be displayed in a pop-up window.

Subject

Briefly describe the service needed.

Description

Describe the required service in detail.

Asset

Choose assets. The drop-down box will list assets based on Show all assets toggle.

ON - Lists all assets.

OFF - Lists only assets associated with the requester.

Click to select assets associated with the requester.
Note:

You can add up to 25 assets to a service request.
Asset association will be reset if the requester is changed.

Status

Select request state.

Priority

Select request priority.

Mode

Select the mode of request submission.

Site

Specify your site.

Group

Select the site-specific group that will work on your service request.

Technician

Select the group-specific technician to work on your service request.

Impact

Specify the effect the service has on productivity.

Impact Details

Specify impact details.

Level

Select the level from the drop-down to indicate the complexity of the request.

Urgency

Select urgency to show how quickly the request must be resolved.

Category

Choose the accurate category for quicker resolution.

Subcategory

Choose the accurate subcategory for quicker resolution.

Resolution

Provide a detailed solution, if any, for the service request. After creating a request, you can add the resolution from the Resolution tab in the request details page.

Resource Details

Provide additional details about the resource requested.

Attachments

Attach files from the computer or cloud (not more than 10MB in size) to the request form.

 

After filling out the required fields, click Add Request.

Attaching Jira Issues with ServiceDesk Plus Requests

Integration with Jira allows you to create and associate Jira issues to ServiceDesk Plus requests. To learn more about Jira integration, click here.

Creating and Attaching a New Issue

  1. Select a request. On the right pane of the request details page, beside Associated Jira Issues, click New.
You can create a Jira issue and link it to the request only if Jira integration is enabled under Setup > Apps & Add-ons > Integrations.

  1. Fill out the displayed Jira issue form and click Save.

Attaching an Existing Issue

  1. On the right pane of the request details page, beside Associated Jira Issues, click Attach.

  1. Jira issues will be listed. Click an issue to view its details. You can also log in to the issue page in Jira using icon. Select the issues and click Link Issues.

Viewing Attached Issues

On the right pane of the request details page, below Associated Jira Issues, click the number of issues linked to view the issues.

 

You can link multiple Jira issues with a request and vice versa.

Detaching Issues

  1. After you attach an issue, a new button Detach will appear beside Associated Jira Issues.
  2. Click Detach, select the issues, and click Remove Link.

After you link a Jira issue to a request, any change made to the Jira issue will be added to the linked request's Notes. Similarly, any update done to the request (in terms of Status, Priority, Technician, and Subject) will be added to the Jira issue under the Comments section.