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

After this step, you will be redirected to the My Tickets section

Navigate to the Services menu, then select Service Request under the ITSM section

The ticket creation form will appear on your screen

Fill in all the required details and click Save

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.