Add Request

Requests can be created by end-users/requesters through the web portal, mobile app, email, or by a technician by phone, WhatsApp, or chatbot. When requests are created from email, the message's subject line becomes the service request summary, the message body becomes the description, and the request source is set to "Email".

Pre-requisites:

To add a request, the following must be pre-configured

• Requester - the user requesting the service

• Priority - priority of the request

• Service Classification, if required.

• Assignee - usually the technician assigned to the request. Use the "Take it" option to self-assign.

• Followers are users who will be notified of the changes in the request. Use the "Follow" button to follow them directly.

• Tags - groupings used for the classification of requests

Instructions to add a Request

• Go to the "Request" page

• Click on the "New Request" button.

If requesters have been added already, select the requester's name in the search option. Otherwise, use the "Add a New Requester" button if no requesters have been added or to add a new requester. Follow the "Requester" module for details. You can select or add a requester from the next page too.

To add a request, follow the steps from the below table:

Label	Action	Description/Example
Requester*	Add a new requester or search for an existing requester.	Requesters are usually users requesting the service.
Reported by	Use the icon to expand this section. Add the reporter's name and email address, if applicable.	Reporters are users requesting the service on behalf of the requester.
Assignee	Select a technician to assign the request.	Use the "Take it" option to self-assign it.
Request Type	Select the type of request.	This is used when a specific service has multiple classifications. Leave this field blank if no classifications are defined.
Service Classification	Select the classification within the "Request For" category	This is used when a request category has multiple sub-categories.
Priority	Select the priority of the request using the drop-down menu.	Based on the request, the priority can be low, medium, high, or critical.
Followers	Select a user to add them as followers.	Users who must be notified of the request or any changes to the request can be added as followers. Use the 'Follow' option to self-follow the request.
Tags	Select a tag to tag the request.	Request tags must be predefined in the 'General Settings -> Tag Management module.
Subject	Add a subject line for the request.	The subject line can be a summary of the request. For example, a Request for a new laptop.
Request For	Use the drop-down to select one of the request categories
Internal Note	Add description of the service request or a detailed note to your team member.
Add attachments	Use the action icon to add an attachment to the service request.	Attachments can include emails, screenshots, etc.

Additional Notes:

• When the requester's name is added, Infraon displays the list of past interactions the requester has had. Click on the Request ID to view the request details. 

• When a request title is added, Infraon displays related Knowledge Base articles. If a related resolution is available, the technician can add it to the request resolution and close the request directly. 

Once all details are added, the user must click "Submit as New" - to submit the request.