# Service Ticket ### **Why is a service request created, and for what type of issues should it be used?** **Possible Questions:** * Why do we create a service request, and what issues does it cover? * Why is a service request needed, and when should I use it? * Why is a service request raised, and what requests qualify for it? **Answer:**\ A **service request** is created to fulfill a user’s request for information, access, support, or standard services. It is used for routine or non-urgent tasks that do not involve investigating an underlying problem. **Examples of issues or tasks covered by a service request include:** * Requesting a new software installation * Requesting access to a system, application, or shared folder * Requesting password reset or account unlock * Provisioning new hardware, such as laptops or monitors * Requesting cloud resources or storage allocation * Scheduling maintenance or routine service tasks * Generating reports or information from a system * Booking meeting rooms or office resources ### **How can a support agent create or raise a service request on behalf of a customer?** **Possible Questions:** * How does a support agent raise a service request for a customer? * How can a support agent create a service request if a user needs a service or access? * How should a support agent log a service request on behalf of a customer? * How is a service request created by a support agent for a customer? * How can an agent manually create a service request for routine tasks or access requests? * How do support agents handle creating service requests for customers? * How can a support agent record a user request as a service ticket? **Answer:** A support agent can create a service request on behalf of a customer by manually logging the user’s request for service, access, or information. The agent needs to enter the customer’s details, select the appropriate service category and sub-category, and provide a clear description of the request and its purpose. This ensures the request is tracked, fulfilled, and closed efficiently, even if the customer is unable to log it themselves. **Steps:** Go to Helpdesk App ![](https://531923687-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnhvnNmu6p9CSODwQTjgf%2Fuploads%2FJ5Z5ET9eY9cPeA29RJqf%2F0.png?alt=media) After this step, you will be redirected to the My Tickets section ![](https://531923687-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnhvnNmu6p9CSODwQTjgf%2Fuploads%2FDoRkjCwu5oG9WBKhMFNI%2F1.png?alt=media) Navigate to the Services menu, then select Service Request under the ITSM section ![](https://531923687-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnhvnNmu6p9CSODwQTjgf%2Fuploads%2FEvHvWv4eU4DXq2Aegupr%2F2.png?alt=media) The ticket creation form will appear on your screen ![](https://531923687-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnhvnNmu6p9CSODwQTjgf%2Fuploads%2Fzf3zkoH0DezkfmEX9cJo%2F3.png?alt=media) Fill in all the required details and click Save ![](https://531923687-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FnhvnNmu6p9CSODwQTjgf%2Fuploads%2FXeKMV03Ps751SfHxAT9X%2F4.png?alt=media) **Customer** The name of the customer, team, or organization requesting the service. * Example: Pinnacle * Purpose: Identifies who the request is for, helping the support team understand the requester context and prioritize based on organizational needs. **Requester** The person raising the service request. * Example: Raunak Pathak * Purpose: Used for communication, follow-up, and tracking who submitted the request. **Summary** A concise title describing the service request. * Example: Request to create new cloud storage space for a team or project * Purpose: Gives a quick overview of the request, so the support team knows the type of service needed at a glance. **Attachment** Option to upload supporting documents, screenshots, or reference files. * Example: Document.pdf showing required folder structure or capacity * Purpose: Provides additional context or specifications to fulfill the request accurately. **Category** High-level classification of the service request. * Example: IT Managed Service * Purpose: Helps route the request to the correct team and generate reports for service metrics. **Sub Category** More specific classification within the main category. * Example: Cloud Services * Purpose: Refines the type of service, making it easier for support teams to understand and process the request efficiently. **Description** Detailed explanation of the service request, including requirements, scope, and expected outcome. * Example: This request is to provision dedicated cloud storage for a specific team or project. It should specify the required storage capacity, number of users, access permissions (read/write/admin), folder structure, and any backup or retention policies. The storage will enable secure collaboration, file sharing, and centralized data management for the team. * Purpose: Provides context so the support team can correctly fulfill the request and ensures all necessary details are captured for implementation.