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Gareth11's avatar
Gareth11
New Member
9 years ago

Service Desk service requests

I'm using GoToAssist Service Desk and currently I only have the ability to categorise tickets as Incidents, Problems, Change Requests and Release Management. What about Service Requests? IE requests for a new mouse, or a request for a new starter etc. These aren't incidents, nor are they requests for change either. I'd expect for a ITIL framework based service desk to allow for this, am I doing something wrong or do I need to configure something to enable a Service Request section?

Thanks
Gareth
Question
  • Bcshay's avatar
    Bcshay
    Active Contributor
    9 years ago
    YES Service Request is an out of box config.


    Technicians can select record type > Service Request > from the Incident Type drop down on the New Incident form.
    Customers can select Request from the Customer Portal's New Incident form. This maps to the Internal Name of Service Request.

    You can then Report on record Types such as Service Request.

    In regards to ITIL v3 one major thing that is missing is Request Fulfillment (Service Catalog).