Service requests

You can initiate requests for the services, assets, locations, or personnel that you need, and manage and track each request. You can create a request as self-service user, or as a contact center agent on behalf of a customer.

Self-service users can enter problems by using the Request Central portal. The options that are available to you in the Request Central portal section are based on your role. The options can include facilities, IT and telephones, spaces, human resources, contracts, stores, products and services, and reservations. For example, you can inquire about more software for a notebook, report an expired light bulb, or request a move.

Contact center agents answer calls and record relevant information on the contact center form. Depending on the request classification, the contact center agent can access solution records from the knowledge base. The contact center agent might be able to resolve the problem during the call without generating a request. However, usually the contact center agent uses the form to generate a service request. The request is processed similarly to a self-service request entered through Request Central.

After you submit a service request, it is routed for approval. When the service request is approved, it is routed to a service provider. The service provider is selected based on the service plan that is defined for the type of request and for your location and organization. After the service provider finishes the task, the service request is closed and you receive a notification and a service survey form.

Before you can create service requests, administrators must set up request class records for the solutions that are provided for the requests.