Service Request
A user-related request for a defined service or for a new service.
Service requests do not usually require resource planning and service parts planning.
You can use this object to submit, dispatch, approve, monitor, and fulfill requests for service that originate either with your customers or internally.
Service requests can be logged directly by users themselves or by service personnel and can, when necessary, be dispatched to appropriate personnel for approval and service delivery. They can also be monitored and analyzed to evaluate the performance of your service organization.
Integration
Service requests can be integrated with the following objects:
Problem
A new service request can be assigned to a new or existing problem if, for example, the first-level support finds that there is already a problem of the same categorization or for the same reference object.
Request for change
When the cause of a problem (and its related service requests) has been determined, a change in the IT infrastructure might become necessary, at which point you create a request for change as a follow-up. You can also directly lock service requests to a request for change. Service requests can be locked to a maximum of one request for change or problem at a time.
Knowledge article
Once a solution to a problem is found, the IT service engineer can create and release a knowledge article to make that solution (or workaround) available for future incidents and service requests.