Manage Service Request

Tenant*

This field specifies the Tenant under which the SR is logged. You can view or update the Tenant for the SR from the dropdown menu.

Requestor*

This field specifies the name of the requestor of the SR. Search and select the Requestor for whom you want to log the SR from the dropdown menu.

Note

Values in the Requestor field are displayed as per the selected Tenant.

Medium

Medium field indicates the channel or method through which the Service Request was initiated. Search and select from the dropdown menu the Medium through which the SR was initiated.

Source

Source field indicates the source on behalf of whom the SR is being logged. Search and select from the dropdown menu the Source.

Classification*

Click icon to search and select the Classification to be assigned to the SR. This will open a pop-up window. The list of Classifications in the pop-up window are displayed as per the Tenant displayed.

Classification field is used to categorize and classify the nature of the SR. Select the most relevant Classification that best describes the type of service required. Proper Classification is essential for routing the SR to the appropriate Workgroup or Analyst.

Category

Click icon to search and select the Category for which you want to log SR. This will open a pop-up window. The list of Categories in the pop-up window are displayed as per the Tenant selected. The Category field clearly and accurately represents the nature or type of service request.

Tags

Tags field serves as a valuable metadata component to categorize and identify the nature of the SR. Including relevant information in the Tags field helps in efficient ticket management, searching, and reporting. Type and search in the Tags field to add tags to the SR.

Pending Reason

Pending Reason field provides a brief explanation or rationale for why an SR is in a pending status. When logging a new SR as an Analyst, it's important to document the reason for the pending status. This information serves as a communication tool helping to manage expectations and providing transparency into the status of the SR.

Attachment

Click icon to upload any attachment in support of the SR. This can include screenshots, log files, configuration files, or any other relevant documents. Attachments makes it easier for teams to understand the SR without relying solely on textual descriptions.

Impact*

Impact field refers to the extent and severity of the SR on the business or end-users. Select the right Impact from the dropdown menu that you want to assign to the SR you are logging: High (Organization Affected), Low (Single User Affected), Medium (Group or GEO Affected).Figure: Impact of SR

Urgency*

Urgency is a parameter that indicates the level of time sensitivity associated with an SR. It helps in prioritizing and managing SRs based on their urgency of resolving them. Select the right Urgency value from the dropdown menu that you want to assign to the SR you are logging: High, Low, Medium.

Figure: SR Urgency

Priority*

Priority refers to the level of importance or precedence assigned to an SR. It helps to prioritize and allocate resources efficiently based on the impact and urgency of the SR. The Priority field is closely related to the Urgency field, but while Urgency focuses on the time sensitivity of the SR, Priority takes into account both Urgency and Impact.

Select the right Priority value from the dropdown menu that you want to assign to the SR you are logging.Figure: SR Priority