--- title: "New Service Requests for Users" slug: "new-service-requests-for-users" updated: 2026-01-05T06:58:13Z published: 2026-01-05T06:58:13Z canonical: "help.symphonysummitai.com/new-service-requests-for-users" --- > ## 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. # New Service Requests for Users You can log Service Requests (SRs) for End Users when they need information, piece of hardware, software, or access. Note: - You can log multiple SRs at a time for End User with Service Catalogs Package. See /wiki/spaces/ELSP3i/pages/19826809. - You can log an SR without Service Catalog if you are using Express edition License. See /wiki/spaces/ELSP3i/pages/19826733. ### Log SR for End Users To log an SR for End User, perform the following steps: 1. Select **Request** > **User** > **Manage Service Requests** > **New Service Request for User.** 2. On the **New Service Request for User** page, select the **Department** for which you want to log the SR. 3. Select the catalog type in the **Catalog Type** drop-down list, select the Medium in the **Medium** drop-down list and caller in the **Requested By** list-box under the **DETAILS** section. Alternatively, in the **Search** field, type in the Catalog/Package name or keyword and click the **Search** icon. A list of matching Service Catalogs/Packages are displayed. You can view **Requested For** option under Details section only if the **Enable Caller Selection** check box is selected at Tenant level configuration. If **Support Logging On Behalf of Other Users** check box is selected on **Approve Service Catalog** page, it allows you to log an SR on behalf of other users also who are not having access to the catalog. For Example: If the requested user Sam does not have access to Catalog1, but the logged in user Fredrick has access to the catalog Catalog1 then Fredrick can log an SR for Sam for Catalog1. 4. Select the Category, Sub-Category, and the Catalog for the new SR under the **DETAILS** section. 5. You can view the Categories, Sub-Categories, and the Catalogs/Packages in the Tree view, Carousel view and the Tile view. Click ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/newservicerequestsforusers.doc-image-z1o98qis.png) to view the Categories, Sub-Categories and the Catalogs/Packages in the Tree view. Click ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/newservicerequestsforusers.doc-image-4q1ogsc5.png) to view the Categories, Sub-Categories and the Catalogs/Packages in the Carousel view. Click ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/newservicerequestsforusers.doc-image-8t75v0xp.png) to view the Categories, Sub-Categories and the Catalogs/Packages in the Tile view. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/newservicerequestsforusers.doc-image-icmivylw.jpg) Figure: New Service Request for User: Selecting Category (Carousel view) ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/newservicerequestsforusers.doc-image-ckasmfeq.jpg) Figure: New Service Request for User: Selecting Category (Tree View) 6. The **New Service Request for User** page is displayed with the selected information. Based on the Service Catalog/Packages and Service you select, the related fields are displayed. Type in the required details. For more information about the fields on the **New Service Request for User** page, see /wiki/spaces/ELSP3i/pages/19826809. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/newservicerequestsforusers.doc-image-7hjampwo.jpg) Figure: NEW SERVICE REQUEST page 7. Click **SUBMIT**. A confirmation message with the **Service Request ID** is displayed. Note: On selecting the Service Catalog, all the KRs linked to the Service Catalog is displayed in a pop-up page. For linking KRs to Service Catalogs, see **Adding Knowledge Records** in Service Management. #### Field Description The following table describes the fields on the **New Service Request** page: | **Field** | **Description** | | --- | --- | | Request Tab | Type in the required information in the fields displayed in this tab and click **Next**. You are navigated to the **Approval** tab. | | Approval Tab | On the **Approval** tab, you can view the Approval levels and the Approver details. See Screen Shot. **Note**: You can also set the Approver name if the Approval Type is User Selectable or the Approver name is not configured for the selected Approval Type. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/newservicerequestsforusers.doc-image-2au5a7zy.jpg) Figure: New Service Request page: Approval tab | ### Log Service Requests Using IVR You can log a Service Request by using the IVR functionality. The Administrators need to pass a query string in the URL to log the Service Request using the IVR functionality. The End User is searched based on the phone number and the user details are loaded on the page and you can log the Service Request for that user. The format of the query string is ?phoneNumber=9845098450. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/newservicerequestsforusers.doc-image-8etmg9sj.jpg) Figure: New Service Request for user page To create a new Service Request, perform the following steps: Select the **Category**, **Sub-Category**, and the **Catalog** for the new SR under the **Details** section. The IVR functionality is available if the **Enable IVR Mode on Log Incident** **and New Service Request for User** check box is selected on the **APPLICATION SETTINGS** page. ### Log Multiple Service Requests at a Time with Service Catalog Package Administrator or User who have access can create multiple Service Request at a time for End User with the Service Catalogs Package. User needs to create the Catalogs package first on the **PACKAGE CONFIGURATION** page. The configured packages are displayed under the selected category while logging the service Request. **Example:** While on boarding new employees, HR needs to create multiple SRs (for laptop and software). The HR head or Administrator can create a Package with those catalogs. The HR can log multiple SRs at a time with this package. The procedure of logging multiple SRs at a time is same as described above. The only difference is in place of Service catalog Users need to select the Configured Package. **Example:** If the Package contains three Catalogs, End User needs to fill three catalog information. The mapped fields information are copied from first Catalog to the next catalog. #### To create multiple SRs with Package, perform the following steps: 1. On the **New Service Request** page, select the configured **Package** under the selected Category. 2. The Package Information is displayed, including the Package Name and serial number. Click **Next**. Based on the Package, the Catalog related fields are displayed. Type in the required details. For more information about the fields on the **LOG SERVICE REQUEST** page, see Field Description above. 3. Click **Next** to view the Approver details. If the Approver is User Selectable, the Analyst needs to select the Approver. 4. Click **Next**. the next Catalog appears as per the serial number displayed on the Package Information page. 5. Analyst needs to fill in all the Catalogs Information. After Final submission all the SRs are created. Note: - Analyst needs to fill in all the Catalogs information in the list. After final submission all the SRs are created. - Save as Draft option is not available. If the page is closed or interrupted while filling the information, the changes are lost. - While Creating SR from Package, **CREATE SR FROM EXCEL UPLOAD** and **DOWNLOAD CATALOG TEMPLATE** features are not available in the **ACTIONS** panel, and **ADD TO CART** feature is also not available. #### ACTIONS This section explains all the icons on the right-side panel of the **New Service Request for User** page. **SUPPORT DOCUMENT** Click **SUPPORT DOCUMENT** to view the documents related to the selected Service Catalog. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1CZ9XINZ.png) Figure: Support Document **SLA INFORMATION** Click **SLA INFORMATION** to view the documents related to the selected Service Catalog. ##### **Filters** Click the **Filters** icon to specify the filter to display the Entitled Services. On clicking the **Filters** icon, the **Filters** pop-up page is displayed. Select the **Entitled Service** check and click **Submit**. **![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/newservicerequestsforusers.doc-image-62p1cj3i.jpg)** Figure: FILTERS pop-up page ## References - To configure the Tile color for Service Categories, see **APPLICATION SETTINGS** page.