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Process documentationProcessing Service Requests Locate this document in the navigation structure


An end user creates a service request to request a specified service. The service request can be processed with a checklist. The service request is split into tasks and assigned to various processors. The following can be created as follow-up transactions for a service request:

  • Task

  • Problem

  • Change request

  • Knowledge article


Create a service request as follows:

Control the processing of a service request, as follows:

  • By checklist

    A service request has a person responsible. Processing can be distributed among a lot of steps and processors in various departments. The assignment block Checklist is used to process service requests. The processors can be informed when their tasks are assigned, in their initial screen, under Workflow Tasks.

  • Assigning Processors

    Processors can be assigned to a service request manually or by rules.