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Create a request with the facilities request form

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Create a request with the facilities request form

Facilities staff members create requests using the Facilities Request form, allowing them to associate the request with a configuration item (CI), like printers or projectors.

Before you begin

Role required: facilities_admin

About this task

Associating a CI to a request helps your facilities team understand which services have a negative impact by a facilities issue.


  1. Navigate to Facilities > 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.
    Opened Auto-filled with the date and time the request was opened.
    Caller The name of the requester.
    Priority The priority that describes the importance of this request. By default, all requests are set to 4-Low.
    Affected CI A CI affected by this request.
    State The state that describes what work stage this request is in. By default, all requests are set to Open.
    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).
    Initiated from Indicates that an ITIL task is required.
    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 Extra notes that you want to share between staff members assessing the request form.
    Note: A user who submits the request through the service catalog cannot see the work notes.
    Checklist Provides a checklist of tasks that must be completed before the case is closed.
    Create a unique checklist for the case or task.
    1. Click the down arrow button and select Create new. Or, select from the list of previously created checklist templates.
    2. Add tasks in Add Item.
    3. Click the down arrow and select Save as Template.
    4. Enter a template name.
    5. Select a user group that can use the template (optional).
  3. Click Save from the Form Context Menu icon to save the request and remain on the Facilities Request form. The Related Links section displays.
    When an Affected CI has a warranty date in the future, the Facilities Request Task tab appears as a task to check the warranty information.

    Facilities Request Task tab