New Service Request

From chaos to order: Transforming the way to log Service Requests!

Having a hassle-free process to log a new Service Request (SR) is an important part of ensuring that the end users issues are addressed and that they receive the support they need. It is important to provide clear and accessible service channels, responsive support, and timely updates to ensure delivering a positive experience. 

New Service Request

The process to log a new Service Request is a seamless one in Apex with easy navigation. Fill in all the details regarding the SR and experience hassle-free SR logging.

To log a a new Service Request, perform the following steps:

1. Navigate to My Apps > Service Management.
2. From the left panel, select Service Request.
3. Click My Service Request to view the list of all logged SRs.
4. Click New to log a new SR. (Refer the following screenshot)
   Figure: Log new SR
5. The catalog page appears where all the services appear as per the access of the End User.
   Figure: SR Catalog page
6. Select the Tenant. The SR Catalog page displays as per the selected Tenant. You can change the Tenant from the dropdown menu. (Refer the below sample screenshot)
   Figure: Tenant selection
7. Select the Requestor from the dropdown menu by clicking the caret down icon. The SR catalog is displayed as per the access of the particular Requestor. To know more about how the SR catalog is displayed on the basis of the Requestor access, refer Publish To.
   Figure: Requestor selection
8. You can directly access a particular service category by clicking Category (refer the below screenshot). When you click on Category, it will display the list of service categories for the selected tenant.
   Figure: Service category
   
   Click the Service Category to view and select the service that you want to raise a request for.
   Figure: Service category - list
9. To select the specific service from the Service Catalog screen, click View Detail.
10. The details screen displays all the information about the selected service. (Refer the below sample screenshot)
    Figure: SR details screen
11. Fill in all the information under the Details tab on the SR details screen such as Requestor name, Remarks, and other details relevant to the selected service. (Refer the below sample screenshot)Figure: SR specifications
    
    Note

    Fields in Details tab of SR details screen for End User varies depending upon the selected service type. End User will view only a certain number of fields in Details tab as per their access.
12. Click Save to log the Service Request. Click Reset to clear all the inputs in the SR detail page. If you do not want to save the details and log an SR, click Cancel.

New Service Request

You can log a new SR for a new service that you are not able to find in the Service Catalog pertaining to any Tenant.

To log a new SR, perform the following steps:

1. Log a new Service Request by clicking on My Service Requests. (Refer the below screenshot)
   Figure: Log new SR
2. The New Service Request screen is displayed. Fill in the relevant details like Requestor, Tenant and other general information.
   Figure: SR detail screen
3. Following table describes the different fields present in the New Service Request detail page:
   
   Note:

   • Required catalog attributes can be included in the notification emails in a grid format.
   • Requestors can select Allocated Assets while logging an SR.
   • Requestors can select Configuration Item (CI) while logging an SR.

Field	Description
Status	Assign status to the SR which are you logging by clicking New. (Refer below screenshot) Figure: Status of SR When you click New, the dropdown menu is displayed with the following options: Assigned Cancelled In Progress New Pending Resolved Select the status which you want to assign to the SR you are logging: Figure: Select status
Requestor	Select the name of the Requestor from the dropdown menu for whom you want to log a new SR.
Tenant*	Select from the dropdown menu for which tenant (department) you want to log a new SR. The different tenant options available are: Information Technology, Human Resources, Facilities. This is a mandatory field.
Subject	Specify a clear and concise symptom providing a quick overview of the service being requested.
Description	Specify a description for the SR. The description should provide detailed information about the service being requested. It's important to be precise while including relevant details in the description about the service being requested.
Attachment	Attach relevant files to support the service being requested by clicking icon.

An asterisk (*) represents mandatory field.

4. Click Save to log the new SR. Click Cancel to exit the process without submitting the SR.