Request
A Request is created when a requester needs access to a service, asset, software, or any planned activity that requires approval and fulfillment by the support team. Requests help track service requirements, streamline the approval flow, and monitor fulfillment progress.
To understand how service requests work, click here.
Submit a Request
Steps to submit a new request are available in the Submit a Request section.
What Do You See on the Screen
The Request page displays all service requests raised by the requester. The screen is divided into the following sections:
Active Requests
Displays all open or in-progress requests. For each request, the requester can view:
Request ID
Status (New, Open, In Progress, etc.)
Created Date & Time
Request Subject
Latest update from the technician or the system.
Clicking on any request opens the full details, including approval status, requester information, service details, and all communication notes.
Closed Requests
Shows all completed and closed requests.
When a request is opened, you can view:
Executive Summary
Catalogue, Service, Category
Request Description
Customer details
Request type, priority, impact
Location and additional custom fields
System-generated messages
Unlike tickets, service requests follow a structured workflow (submission → review → approval → fulfillment).
As a requester, you can perform the following actions:
Notes
Requesters can add notes to communicate with the support or fulfillment team about the request.
Attachments
If any attachments were added during request creation or by the support team, you can view them here.
You can see all files grouped by category.
You can download the files for reference.
Last updated