Create Update and List Service Request

A Service Request is a formal request from a user for something new to be provided such as access to an application, a new hardware device, software installation, or information. Using Copilot in Apex, you can handle service requests easily through a conversational interface, without filling out complex forms.

You can perform following actions on Copilot Assistant.

Create

Update

Retrieve SR List

Create Service Request

• Start a chat with Copilot and describe what you need (example: “Log SR for VPN issue”).

• Copilot will ask you  questions based on the Catalog to capture all necessary details.

• Once the information is complete, Copilot submits the service request, generates a request number, and shares a confirmation with you.

To Create an SR using Apex Copilot assistant, perform the following steps:

1. Log in to the application.
   

2. Click Copilot AI Assistant icon on the bottom screen.
   

   Figure: AI Copilot
   

3. Enter the query and click on the send icon .
   Example: Create SR for computer accessories. Based on the given query it will request for certain details and create an SR with ID.
   

   Figure: Create SR

For more information, refer Create Service Request.

Update Service Request

•  Interact with Copilot to add comments, provide additional information.

• Your updates are instantly recorded and communicated to the IT team handling your request.

For more information, refer Update Service Request.

View Service Request

•  Ask Copilot to show your service requests (Example: “How many Service Requests i have created so far”).

• Copilot displays your active and past requests along with their current status, making it easy to track progress.

For more information, refer View Service Request.