---
title: "Configuring Service Request Management"
slug: "configuringsrmanagement"
updated: 2026-03-18T07:18:13Z
published: 2026-03-18T07:18:13Z
canonical: "help.symphonysummitai.com/configuringsrmanagement"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.symphonysummitai.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Configuring Service Request Management

You can configure values for the various components of the **Service Request Management** module (also called **Request Fulfillment)**. Based on the configuration, the values or fields are displayed for a Service Request (SR) raised for a Tenant.

### To Configure Service Request Management Module, perform the following steps:

1. Select **Admin > Infrastructure > General > Tenant.** The **Tenant** page is displayed.

![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-N5U9J29P.png)

Figure: Tenant List page
2. On the **Tenant** page under the **List** section, select the **Tenant Name** for which you want to configure the **Service Request Management** module. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-TQ1ULLRL.png) Figure: Tenant page

> Note:
> 
> On the above **Tenant** page, **Department** **Code**, **Display** **Name**, and **Description** about the selected Tenant is displayed. If the **Active** check box is selected, it indicates that the selected Tenant is an active Tenant. The various module configured, not configured, and disabled for the Tenant is displayed on the page by the different color check marks:
> 
> - Orange indicates not configured module
> - Green indicates configured module and
> - Grey indicates disabled module.

3. Click **Configure Details** on the **Actions** panel and select **Service Request Management** under **Modules** section. The details about the **Service Request Management** module are displayed under the **Details** section.

4. Type in the required details and make appropriate selections, and then click **Submit**. The **Tenant** page contains the following sections:

![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/configuringsrmanagement-image-x93jf99g.png)**General**

![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/All - SR (1).png)

Figure: General

**Field Description**

The following table describes the fields on the **General** section of **Tenant** page:

| **Field** | **Description** |
| --- | --- |
| **General** |
| Service Request Closure | - **Request Closing Mode:** Select the mode in which the SR can be closed after resolving the SR. **Auto**: If selected, the status of an SR is changed from Resolved to Closed after the configured number of days. **Manual**: If selected, the Analyst needs to manually close the SR after re-verifying the solution provided. **Auto closing Days:** Type in the number of days after which the status of the SR should automatically change to Closed from Resolved. **Note:** When you select the **Request Closing Mode** as Auto, you need to provide a value for this field (Auto Closing Days). Also, the application will not consider the weekends (Saturday and Sunday) for Auto closure. |
| Assign User Reopened Requests to Workgroup | Select the check box for the assignment of the re-opened SR to the Workgroup. |
| Enable Pending Status Change on End User Update | If selected, when the End User updates an SR in Pending status, the status of the SR changes to the previous status of the Incident for all Pending Reasons or for the selected Pending Reasons. |
| Delete Attachments | Allows you to configure the following options: - - - **Enable for Analyst**: If selected, the Analysts can delete attachments from the SR. - **Enable for End User**: If selected, the End Users can delete attachments from the SR. |
| Enable Auto-Assignment of SRs | Select this check box to auto-assign SRs to Analysts with least number of assigned SRs. Select the status option in the **Do Not Assign Ticket for the Status** drop-down field. By selecting the status options you can configure for which status the ticket should not auto-assign. |
| Tree View Pop-up | Allows you to configure the following options: - - - **Enable Category Parent Node selection:** Select this option to enable selection of both Parent and Child Category nodes on **New Service Request** and **New Service Request for User** pages. - **Enable Classification Parent Node Selection:** Select this option to enable selection of both Parent and Child Classification nodes on **New Service Request** and **New Service Request for User** pages. - **Disable Classification Selection**: If selected, the End Users do not need to select the Classification while logging SRs. |
| E-Mail Notification | **Notification For All Status Updates:** If selected, e-mails are sent to the Caller and Workgroup Analysts for every update of the SR. **Notification For Selected Status Updates:** If selected, e-mails are sent to the Caller and Workgroup Analysts when the selected status is updated. - - - **Status:** Select the check box corresponding to the status that you want to configure to send notifications. - **Caller**: Select the check box to send the notification to the caller. - **Workgroup/Analyst:** Select the check box to send the notification to the Workgroup or Analyst. |
| Description Length | Specify the minimum and maximum number of characters that should be provided for the **Description** field. The default minimum length is 20 characters and the default maximum length is not limited. |
| Suppress Notification Emails | Enables you to restrict specific email notifications. During creation or update of any ticket an email notification is triggered to all the users associated with the respective workgroup. An analyst receives all these email notifications that are applicable or non-applicable which leads to unnecessary distraction |
| Enable choosing a Sender for sending e-mails | Select the check box to enable the From list box in **Send Email** page. You can select from multiple Sender addresses added on the SMTP configuration pages. The configuration listed are pre-defined and sequence as; - - - Workgroup - Department - General |
| Enable sending email in the Analyst’s name | Select the check box to Send Email which include the Analyst’s name in the From section. The email subject is displayed that an email is send on behalf of the analyst by this user. |
| Configure Likert Scale Question Type | If selected, the Likert Scale is displayed in the Question Type drop-down list of the **Feedback Question** page under **Feedback Configuration**. |
| **Remote Desktop Sharing** |
| Configuration | - **Replicate Application Settings Configurations:** Select the **Replicate** **Application Settings Configurations** option to replicate the remote desktop sharing configurations done on the Application Settings page for the selected Tenant. **Tenant - Specific:** Select the **Tenant-Specific** option to do Tenant-specific configuration for the **Remote Desktop Sharing.** **Tenant - Specific:** if selected, the **Enable Basic Remote Desktop Sharing** and **Enable Advanced Remote Desktop Sharing** check boxes are displayed. |
| Enable Basic Remote Desktop Sharing | If selected, the Basic Remote Desktop Sharing (Basic Remote Desktop Sharing (Free Version)) is enabled in the application. |
| Enable Advanced Remote Desktop Sharing | If selected, the Advanced Remote Desktop Sharing (Paid Version) is enabled in the application. |
| Hosted On | Select the type of application installation for enabling Advanced Remote Desktop Sharing, On-Premise or On Cloud. |
| Advanced Remote Desktop Sharing URL | Type in the Remote Desktop Sharing URL. |
| URL Display Name | Type in the Display name for the URL. |
| User Name | Type in the User Name. |
| Password | Type in the Password. |
| Confirm Password | Re-type the Password. |

![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/configuringsrmanagement-image-divx15co.png)**For End Users**

![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-SFIK2J26.png) Figure: End-user configuration page

**Field Description**

The following table describes the fields on the **For End Users** section of **Tenant** page:

| **Field** | **Description** |
| --- | --- |
| **For End Users** |
| Enable Chat Expiration | Select the check box to allow the End User to send the chat request for a specified duration. The chat request expires after the specified duration. **Expiration Timeout(In Mins)**: Specify the duration of the chat request in minutes. After the specified time chat request becomes invalid. |
| Enable Reminder to Callers for Pending Reasons | Select the pending reason in the drop-down list to send an e-mail reminder to the Callers, if the SR is in Pending status for the selected Pending Reasons. |
| Auto-Resolve Service Requests | If selected, the Service Requests are resolved automatically after the maximum number of reminders are sent to the Caller. |
| Maximum No. of Reminder | Note: When **Auto-Resolve Service Requests** check box is selected, **Maximum No. of Reminder** field is populated below the **Auto-Resolve Service Requests** check box. Specify the number of reminder e-mail(s) that should be sent to the Callers. |
| Set Fields for Auto-Resolving Service Requests | Note: When **Auto-Resolve Service Requests** check box is selected, **Set Fields for Auto-Resolving Service Requests** hyperlink is populated below the **Maximum No. of Reminder** field. On the **Auto-Resolution Service Request Configuration** page, you can configure the default values to auto-resolve Service Requests. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-3T38TOKJ.png) Figure: Fields for Auto-Resolving Service Requests page Note: If the **Do Not Overwrite Values** check box is selected, the values configured on the **Auto-Resolution Service Request Configuration** pop-up are not overwritten while resolving Service Requests automatically. |
| Enable Cart | Select the Enable Cart check box to allow the End Users to add Service Requests to the cart. |
| **Log Service Requests On Behalf Of Customers/Sub-customers** |
| All Customers | If selected, all the Customers of the selected Tenant are displayed in the Customer drop-down list on the **NEW SERVICE REQUEST** page and **NEW SERVICE REQUEST FOR USER** page. **Note**: The **Enable Caller Selection** check box must be selected for the Service Request module. |
| Customer and Sub Customers | If selected, the Customer and Sub Customers specific to the logged in user Customer are displayed in the Customer drop-down list on the New SERVICE REQUEST page and NEW SERVICE REQUEST FOR USER page. **Note**: - The **Enable Caller Selection** check box must be selected for the Service Request module. - If the logged in user does not have any Customer, all the Customers of the selected Tenant are displayed in the Customer drop-down list on the **NEW SERVICE REQUEST** page and **NEW SERVICE REQUEST FOR USER** page. |
| **Convert Service Request to Incident** |
| Enable Service Request to Incident Conversion | If selected, then the option is enabled for all catalog by default and is available on the SR details page as well as on the catalog page. This option can be disabled for an individual catalog from the catalog page under the additional information tab. |
| Landing Page | Select the Landing page. This is the page that will open when the Analyst clicks on Convert to Incident icon while converting the Service Request to Incident. - If dropdown value of **Landing Page = New Incident**, then the control navigates to New Incident screen - If dropdown value of **Landing Page = New Incident for User**, then the control navigates to New Incident for User screen |
| **Convert Service Request to Incident Options** |
| Convert Service Request to Incident Options | This section allows to configure the Service Request status once the Incident is created from it. - **Manually Resolve Service Request**: If this option is selected, when an Incident created from the Service Request, Analyst needs to resolve the Service Request manually after resolving the Incident. - **Auto-Cancel Service Request**: Select this option to cancel the Service Request immediately when the Incident is created from it. - **Auto-Resolve Service Request**: If this option is selected, when an Incident created from the Service Request, the Service Request is resolved automatically once the Incident is resolved. Note: When Auto-Resolve Service Request check box is selected, hyperlink of **Auto-Resolution Service Request Configuration** is populated below the Auto-Resolve Service Request check box. On the **Auto-Resolution Service Request Configuration** page, you can configure the default values to auto-resolve Service Requests. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-FHUA798B.png) Figure: Fields for Auto-Resolving Service Requests page If the **Do Not Overwrite Values** check box is selected, the values configured on the **AUTO-RESOLUTION INCIDENT** pop-up page are not overwritten while resolving Incidents automatically. |

![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/configuringsrmanagement-image-xnf1smut.png)**For Analysts**

![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/Analyst - SR.png) Figure: Tenant page: Configuring Service Request Management module - For Analysts

**Field Description**

The following table describes the fields on the **For Analysts** section of **Tenant** page:

| **Field** | **Description** |
| --- | --- |
| **For Analysts** |
| Enable Canceled Status | If selected, the **Cancelled** status is displayed on the **Service Request Details** page using which the Analysts can manually cancel the SR. |
| Hide 'Mail To Caller' Check Box on Request Details Page | Allows you to hide or unhide the **Mail to Caller** check box. |
| Disable Vendor Incident Status Check | If selected, the Analysts do not need to check the status of the Vendor Incidents before resolving the Incident. |
| Enable First Call Resolution (FCR) Option | Select the check box for the Analyst to select the check box if the SR is a First Call Resolution (FCR). |
| Enable Capture of Closure Category | Select the check box for the Analyst to select the Closure Category. |
| View Other Workgroup SRs | If this check box is selected, the Analysts can also view the SRs of other Workgroups for which they do not have access by selecting the check box **Other Workgroups** check box on the **Filters** pop-up of the **Service Request List** page. In addition to this, the configured Analysts can view and edit Service Requests of other Workgroups for which they do not have Analyst access using Global Search by enabling **Allow the Analyst to edit all Service Requests** check box on the **Analyst** page. |
| Allow Workgroup Owner to Edit Priority | If this check box is selected, the Workgroup Owner can edit the Priority of the SR if it is disabled by any matrix configuration. |
| Enable Bulk Update Icon on List page | Select this check box to enable Analysts to bulk update SRs. |
| Enable Caller Selection | If selected, the End User can raise new Service Requests on behalf of the selected Caller. |
| Enable Evaluation | If selected, the **Evaluation** feature is enabled for the selected **Tenant.** |
| Display End User Follow-up Details | If selected, the **Follow-Up Details** section is displayed under the **Communication** tab of **Service Request Details** page. |
| Minimum Characters For Private Log | Specify the minimum number of characters that should be provided for the **Private Log** field. The default minimum length is 10 characters. |
| Minimum Characters For User Communication | Specify the minimum number of characters that should be provided for the **User Communication** field. The default minimum length is 10 characters. |
| Minimum Characters For Solution | Specify the minimum number of characters that should be provided for the **Solution** field. The default minimum length is 10 characters. |
| Notify Workgroup Owner(s) for SR Reassignment | If selected, an e-mail notification is sent to the Workgroup owner of the selected Tenant upon updating the existing Analyst on the **Service Request Details** page. If both the existing Workgroup and Analyst are changed, the previous and current Workgroup Owners receive e-mail notifications. Additionally, in order to notify Workgroup owner(s), the **Notify Workgroup Owner for Service Request** checkbox must be enabled on the **Workgroup** page. For more information. |
| Allow Analyst to Edit Description | If selected, the Analysts can edit the Description of the Service Requests for the selected Tenant using the application. |
| **Enable Tabs On Service Request Details** | Select the check box in this section to enable the respective tab on the **Service Request Details** page. |
| Remarks Display | Select Hide to hide the Remarks field or select Non Mandatory to make the Remarks field optional |
| Remarks Label Name | Provide a label name for the **Remarks** field. The default label name is Remarks. |
| **Mandatory Configuration for Private Log/User Communication** | Allows you to configure Private Log and/or User Communication as mandatory for specific actions. **To configure Private Log and/or User Communication:** - - - Select **Private Log** and/or **User Communication**. - Select appropriate option(s) in the **Workgroups** column. - Select the status in the **Status** column to be configured as mandatory. - Click ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/configuringsrmanagement-image-1scq9hec.png) to add the configuration. - Click **Submit** to save the configuration. |
| Workgroup | Displays the Workgroups for which **Private Log** and/or **User Communication** is configured as mandatory. |
| Status | Displays the status for which **Private Log** and/or **User Communication** is configured as mandatory. |
| Private Log | Indicates if **Private Log** is configured as mandatory. |
| User Communication | Indicates if **User Communication** is configured as mandatory. |
| Delete | Allows you to delete the configuration. Click ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/configuringsrmanagement-image-51to1une.png) to delete the configuration. |
| Effort Logging | The effort logging is done based on any of the following selected options: - **Manual Entry**: Select the option to allow the Analysts to manually log the efforts for the SR. - **Using Stopwatch**: Select the option to use the stopwatch to capture the time spent on the SR. - **Disable**: Select the option to disable the **Effort logging** field. |
| Effort Log Validation | Select the required check box to define when logging effort is mandatory. - **Pending**: When the previous Incident status is anything other than Pending, the Analyst needs to log Efforts. - **Resolved**: When the previous Incident status is anything other than Resolved, the Analyst needs to log Efforts. - **Workgroup Change**: Whenever the Workgroup is changed, the Analyst needs to log Efforts. - **Assigned Analyst Change:** If the last assigned Anlayst and newly assigned Analyst are different, the logged in Analyst needs to log Efforts. If there was no Analyst Assigned to the Incident and an Analyst is now assigned to the Incident, Analyst needs to log Efforts. |
| CONFIGURE CUSTOM ATTRIBUTE FIELDS | The fields selected in this section are not updated in the Child Incidents when these fields are modified in the Parent Incidents. |
| ### Fields That Are Required In Email Notification To Capture Recent Updates | The fields selected in this section is included in the e-mail notification for the recent updates. |
| Select Custom Fields | Select the fields to include them in the e-mail if the tag *Attribute_Changes* is included in the e-mail template. |
| Capture Reasons For Change Of Fields | Select the required fields in this section. If the selected fields are modified, the Reason for Change is mandatory. |
| Priority Validation Order | Select the appropriate option in the drop-down list. For any modification in the Priority, the Reason for Change is mandatory based on the selected option. |
| Active | Indicates the status set for the configuration details of the Service Request Management module. - - - If selected, the configuration details for Service Request Management module is enabled to display on other pages of the application. - If not selected, the configuration details for Service Request Management module will be a inactive configuration. The configuration is disabled to display on other pages of the application. |
| Mandatory In-Progress Status Before Changing the Status to Pending | If selected, the SR must be in the In-Progress status at least once before being moved to the Pending status. |
| Disable Resolved Status If Incident is in Pending Status Or Mandatory In Progress Status to Resolve the Incident | If selected, the Resolved status is disabled if the SR is in the Pending status. Or, the SR must be in the In-Progress status at least once before being moved to the Resolved status. |
| Display "Show SR Updated By E-mail" Check Box on Filters and "Last Updated by Analyst Using E-mail" Icon | If this check box is selected, the "**Show SRs Updated By E-mail"** check box is displayed on the **FILTERS** pop-up page of the **Service Request List** page and "**Last Updated by Analyst Using E-mail**" icon is displayed for the respective SR on the **Service Request List** page. This icon indicates that the respective SR is updated by analyst through e-mail. |
| Enable Bulk Update of Service Requests for Other Workgroups | If selected, all the Analysts of this Tenant can bulk update Service Requests of other Workgroups to which they do not have access. To allow or restrict access to specific Analysts, go to the ANALYST page. For more information. |

![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/configuringsrmanagement-image-0f05ibap.png)**For Approver**

![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-ZGD7O20C.png)

Figure: Tenant page: Configuring Service Request Management module - For Approver

**Field Description**

The following table describes the fields on the **For Approver** section of **Tenant** page:

| **Field** | **Description** |
| --- | --- |
| **For Approver** |
| Configure Approver Details | Configure the fields in this section to display in the Service Request, Service Request Details and Approve Service Request page |
| Skip Repeated Approvals | If selected, if the same Approver is configured at different levels, the Approver needs to approve only once and rest of the approval levels are skipped. Example: If John is configured at Level 1, 3, and 5 of the approval matrix, John needs to approve at Level 1, and Level 3 and 5 are skipped. However, the approvals are not skipped for Group Approvals. |
| Display Signature along with Approval | If selected, the e-signature of the approver which is uploaded in the approver's User Profile is displayed as a separate column in the **Approval Details** section (tabular view) of **Approve Service Requests** (Request > User > Approve Service Requests) page. By default, this option is unchecked. Therefore, only those requests that are created after enabling this option will have the e-signature details in the **Approval Details** section. |
| Bar Caller from Approver List | If **Enable** **Approver** **Selection** under **Configure User Group** is disabled then in case of multiple approvers, **Bar Caller from Approver List** feature will remove the caller from the approver list after submission. If the caller is the only approver then system displays a Validation Message and blocks the SR submission. If **Enable** **Approver** **Selection** under **Configure User Group** is enabled then in case of multiple approvers, if user selects only caller as an approver, system displays a validation message and blocks the SR submission. If user selects multiple approvers including a caller, **Bar Caller from Approver List** feature will remove caller from the approver list once the SR gets submitted. If the caller is the only approver then system displays a validation message and blocks the SR submission. |

#### ACTIONS

This section explains all the icons on the **Actions** panel of the **Tenant** page.

**Show List**

Click **Show List** to display the **List** table showing all the configured Tenants.

![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-NOEL9ABY.png) Figure: Tenant page: List of Tenants

- To update a Tenant detail, click the configured **Tenant Name**. Make appropriate changes and click **SUBMIT**.
- To display the inactive Tenants, click the **Include Inactive** check box.

Note:

When the list Tenants is displayed under the **LIST** table, the **Add New** and **Tenant Label Display** actions are displayed on the Right Actions panel.

- Click **Add New** to configure a new Tenant.
- Using the **Tenant Label Display** action, you can configure a name for Tenant label. Type in the name for the Tenant label in the **Tenant Label Display** text box. Click **Submit** to save the changes.

**Show Tenant**

Click **Show Tenant** to view the details of the selected Tenant.

**Classification**

Click **Classification**to configure Classification.

**Closure Code**

Click **Closure Code** to configure Closure Codes.

**Feedback Questions**

Click **Feedback Questions** to configure Feedback Questions.

**Impact**

Click **Impact** to configure Impacts values.

**Pending Reason**

Click **Pending Reason** to configure Pending Reasons.

**Priority**

Click **Priority**to configure Priorities.

**Resolution Code**

Click **Resolution Code** to configure Resolution Codes.

**Analyst**

Click **Analyst** to configure details for Analysts.

**SLA Service Window**

Click **SLA Service Window** to configure SLA Service Window details.

**Urgency**

Click **Urgency** to configure Urgency values.

**Workgroups**

Click **Workgroups** to configure Workgroups.

> **Note:**
> 
> The red asterisk on the icons on the **Actions** panel indicates that all of these values must be configured to complete configuration of the **Service** **Request Management** module for the selected Tenant. The orange color bar on the icon on the **Actions** panel means that a particular value is not configured. The green color bar on the icon indicates that it is configured. Until all the icons marked in red asterisk is configured for the selected Tenant, the **Service** **Request Management** module will not be available to the selected Tenant. This means the selected Tenant will not be available to the users while raising SRs until all the mandatory configuration values are configured.

Description provides a detailed account of the issue, request, problem, or change, including relevant information and context.

Assigned to denotes the individual or team responsible for managing and resolving an incident, problem, change, or service request.

This message appears when the entered Email ID doesn’t match any registered Email IDs. It shows that the Email ID entered is incorrect or invalid.