--- title: "New Service Request" slug: "new-service-request-6-2" updated: 2024-10-22T12:48:34Z published: 2024-10-22T12:48:34Z canonical: "help.symphonysummitai.com/new-service-request-6-2" --- > ## 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 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. Let's explore the following use case. | **Use case** | **Solution** | | --- | --- | | Bob, an employee at NovaTech, needs specific software installed on his work computer to perform a task efficiently. However, he lacks administrative privileges to install software himself, and the IT department is responsible for handling such requests. Without the required software, the Bob's productivity is hindered, affecting his ability to meet deadlines and deliver quality work. | Bob submits an SR through Apex, specifying the software he needs. Upon receiving the SR, the IT department reviews the SR details and verifies the software's compatibility with the company's systems and licensing requirements. Once approved, the IT team software installation in Bob's computer. Bob can track status of the SR through Apex. | ## 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) ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1706005258961.png?sv=2026-02-06&spr=https&st=2026-11-08T16%3A07%3A53Z&se=2026-11-08T17%3A07%3A53Z&sr=c&sp=r&sig=cGU%2BscOY9UeO2C%2B4346aKWIgHh97uhfXaWcqcRB6jEU%3D)Figure: Log new SR 5. The catalog page appears where all the services appear as per the access of the End User. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1706005329074.png?sv=2026-02-06&spr=https&st=2026-11-08T16%3A07%3A53Z&se=2026-11-08T17%3A07%3A53Z&sr=c&sp=r&sig=cGU%2BscOY9UeO2C%2B4346aKWIgHh97uhfXaWcqcRB6jEU%3D)Figure: SR Catalog page 6. Select the **Tenant**. The SR Catalog page displays as per the selected **T****enant**. You can change the **Tenant** from the dropdown menu. (Refer the below sample screenshot) ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1702371860066.png?sv=2026-02-06&spr=https&st=2026-11-08T16%3A07%3A53Z&se=2026-11-08T17%3A07%3A53Z&sr=c&sp=r&sig=cGU%2BscOY9UeO2C%2B4346aKWIgHh97uhfXaWcqcRB6jEU%3D)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**](https://help.symphonysummitai.com/summit-platform/docs/publish-form#configure-publish-form)**.** ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1706005535748.png?sv=2026-02-06&spr=https&st=2026-11-08T16%3A07%3A53Z&se=2026-11-08T17%3A07%3A53Z&sr=c&sp=r&sig=cGU%2BscOY9UeO2C%2B4346aKWIgHh97uhfXaWcqcRB6jEU%3D)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. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1706688005133.png?sv=2026-02-06&spr=https&st=2026-11-08T16%3A07%3A53Z&se=2026-11-08T17%3A07%3A53Z&sr=c&sp=r&sig=cGU%2BscOY9UeO2C%2B4346aKWIgHh97uhfXaWcqcRB6jEU%3D)Figure: Service category Click the Service Category to view and select the service that you want to raise a request for. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1706688040912.png?sv=2026-02-06&spr=https&st=2026-11-08T16%3A07%3A53Z&se=2026-11-08T17%3A07%3A53Z&sr=c&sp=r&sig=cGU%2BscOY9UeO2C%2B4346aKWIgHh97uhfXaWcqcRB6jEU%3D)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) ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1706688209978.png?sv=2026-02-06&spr=https&st=2026-11-08T16%3A07%3A53Z&se=2026-11-08T17%3A07%3A53Z&sr=c&sp=r&sig=cGU%2BscOY9UeO2C%2B4346aKWIgHh97uhfXaWcqcRB6jEU%3D)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)![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1706688292276.png?sv=2026-02-06&spr=https&st=2026-11-08T16%3A07%3A53Z&se=2026-11-08T17%3A07%3A53Z&sr=c&sp=r&sig=cGU%2BscOY9UeO2C%2B4346aKWIgHh97uhfXaWcqcRB6jEU%3D)Figure: SR specifications NoteFields 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) ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1702372306447.png?sv=2026-02-06&spr=https&st=2026-11-08T16%3A07%3A53Z&se=2026-11-08T17%3A07%3A53Z&sr=c&sp=r&sig=cGU%2BscOY9UeO2C%2B4346aKWIgHh97uhfXaWcqcRB6jEU%3D)Figure: Log new SR 2. The New Service Request screen is displayed. Fill in the relevant details like Requestor, Tenant and other general information. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1706690088030.png?sv=2026-02-06&spr=https&st=2026-11-08T16%3A07%3A53Z&se=2026-11-08T17%3A07%3A53Z&sr=c&sp=r&sig=cGU%2BscOY9UeO2C%2B4346aKWIgHh97uhfXaWcqcRB6jEU%3D)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) **![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1706690760629.png?sv=2026-02-06&spr=https&st=2026-11-08T16%3A07%3A53Z&se=2026-11-08T17%3A07%3A53Z&sr=c&sp=r&sig=cGU%2BscOY9UeO2C%2B4346aKWIgHh97uhfXaWcqcRB6jEU%3D)**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: ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1706690942096.png?sv=2026-02-06&spr=https&st=2026-11-08T16%3A07%3A53Z&se=2026-11-08T17%3A07%3A53Z&sr=c&sp=r&sig=cGU%2BscOY9UeO2C%2B4346aKWIgHh97uhfXaWcqcRB6jEU%3D)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 ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1706689134364.png?sv=2026-02-06&spr=https&st=2026-11-08T16%3A07%3A53Z&se=2026-11-08T17%3A07%3A53Z&sr=c&sp=r&sig=cGU%2BscOY9UeO2C%2B4346aKWIgHh97uhfXaWcqcRB6jEU%3D)icon. | *An asterisk (*) represents mandatory field.* 4. Click **Save** to log the new SR. Click **Cancel** to exit the process without submitting the SR.