||An auto-generated number that identifies the request
||The name of the company from which the request
||The name of the requester.
||A CI affected by this request.
||The location associated with this request. Verify
that the location is correct. If it is not, you can
select another location record.
||The template for creating this request (optional).
Click the reference lookup icon and select a template.
The request is populated with all fields in the selected
template including all subtasks and part requirements
||Auto-filled with the date and time the request was
||The priority that describes the importance of this
request. By default, all requests are set to
||The state that describes what work stage this request
is in. By default, all requests are set to
Select the group from which an agent is assigned to
the request. You can select only assignment groups
associated with the service management application
you are using.
Note: If you selected the [SM application
name] will use the dispatch queue
option on the Configuration screen, only users with
the Dispatcher role can edit this field. If you
selected the [SM application name] will
not use the dispatch queue option, all
users except those users with the Basic and
Initiator roles can edit this field.
Select the agent to assign the request to. If you
already selected an assignment group, you can only
select agents who belong to that group. If email
notifications are enabled on your instance, a
built-in email notification automatically sends an
email to this user when you save the request
- If you selected the [SM
application name] will use the dispatch
queue option on the Configuration
screen, only users with the Dispatcher and Agent
roles can edit this field. If you selected the
[SM application name] will not use the
dispatch queue option, all users
except those users with the Basic and Initiator
roles can edit this field.
- If you selected an assignment group and want
to assign the work to a new user, click the
reference lookup icon next to Assigned
to, click New, and
create a new user. Be aware, however, that you
must navigate to User Administration >
Groups and add the user to the
assignment group before the request can be
||Specify the incident or task from which this request
||Select this check box if the request is
||[Required] A brief summary of the request.
Optionally, you can click the search knowledge icon to
view articles in the knowledge base relating to this
product model, plan, or CI. Doing so could provide a
solution related to the reason you are submitting this
||A detailed description of the request. The
description is always visible to the submitter.
Therefore, if you add or modify the description for a
request that another user submitted, the user is able to
see the changes.
||Additional notes that you want to share between users
who can access the request form. A user who submits the
request through the service catalog cannot see the work