Create a request using the request form

The request form allows you to associate a request with a configuration item that is affected by the request in an SM application.

About this task

Associating a CI to a request helps your configuration management team understand which services could be negatively impacted by the request issue. You can also use this form if you want to include additional comments and work notes for the request.

Procedure

  1. Navigate to [SM application] > Requests > Create New.
  2. Fill in the fields on the form, as appropriate.
    Table 1. Request form fields
    Field Description
    Number An auto-generated number that identifies the request record.
    Company The name of the company from which the request initiated.
    Caller The name of the requester.
    Affected CI A CI affected by this request.
    Location The location associated with this request. Verify that the location is correct. If it is not, you can select another location record.
    Template 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 (if applicable).
    Opened Auto-filled with the date and time the request was opened.
    Priority The priority that describes the importance of this request. By default, all requests are set to 4-Low.
    State The state that describes what work stage this request is in. By default, all requests are set to Open.
    Assignment group

    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.

    Assigned to

    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 record.

    Notes:

    • 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 assigned.
    Initiated from Specify the incident or task from which this request was created.
    Billable Select this check box if the request is billable.
    Short description [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 request.
    Description 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.
    Work notes 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 notes.
    Note: If you specify an Assignment group and you want to assign the work to a user who is not already in your user table, click the magnifying glass icon in the Assigned to field. Then click New and create the user record. Be aware, however, that the new user will not be recognized.
  3. Click Submit