End User - Submitting Service Requests

Submitting Service Requests

Select the New Request button from the upper right corner to submit a Service Request.

Based on the default setting specified by your administrator or by your last selection for submission mode, the New request wizard or the single form interface will open.

NOTE: The ServicePRO administrator can control the default submission mode between Wizard and Form. Users are also allowed to choose their preferred mode.

Single Form Submission

The single form submission allows users to enter all required information on a single form and submit in one step. The individual options available and the order of form sections can be customized using the End User Portal Designer

Request Details

In the request details section, enter criteria for how the Service Request should be categorized. The fields entered here will determine information such as the folder for the request, which department the request should be queued to, as well as provide additional information for Service Representatives.

Enter criteria for the following catalog fields:

Title – Enter the service request title
Service Center – Select from departments or organizational units such as Development, Facilities, Human Resources or Tech Support
Folder – Select from Folders for Support Reps such as System Dispatch, or In Queue.
Service Type – Select from types of Service Requests, such as standard Service Requests, Purchase Requests, Quick Requests or Project Requests. Service Types can be enabled or disabled by the Administrator, so all options may not be available.
Category – Select a Category for the request to be associated to. Examples Categories include Asset Management, Development, or Tech Support.
Due by – By default, this field is set to ASAP, but users may select specific due date using a Calendar, and designate exact time values if desired. Users can also use the Advance Notification field to send early notifications of due dates, in days.
Urgency – Choose between Low, Medium, High and Critical Urgency for the request.
Asset – Choose any associated Assets with this request which is allocated to the user.

NOTE: From the ServicePRO Portal Designer, the Administrator can choose to specify which requests fields are visible to End Users.

View Best Solutions Articles via Title

ServicePRO will automatically load a list of Best Solutions articles by matching for words used in the request title entered by the User. These entries are created by Support Reps to quickly answer resolve common issues and questions based on past tickets.

NOTE: Loading Best Solutions articles based on Request Title can be enabled or disabled by an Administrator in the ServicePRO Portal Designer.

Memo

Enter the details of the request in the memo text field. Standard word processing tools are available in the header bar above the memo field, such as font sizes, color editing and alignment. If using IE you can also cut and paste text and images into the memo field

Attachments

Select an attachment to include with the Memo. The attached file will be available in the Documents tab when reviewing the Service Request.

An attached file will be accompanied by a confirmation of the upload, as shown below.

Add Purchase Line Items

The Purchase Line Item grid is available when the End User has chosen Purchase Request from the Service Catalog’s Service Type field.

When editing Purchase Items to the listing, the following options are available:

Add Line Item
Delete Line Item
Edit Line Item

The following fields are available when adding Purchase Line Item selections:

Product Selection
Quantity
Due By
Urgency
Line Item

Custom Fields

The Custom Fields section is available if a Custom type is selected.

NOTE: The name for the “Custom Fields” tab can be edited from the ServicePRO Portal Designer by an Administrator.

Save

To save the request, click the Save button, which is located at the top of the request form. If there are missing required fields and errors occur, user will be shown this on the form.

If all fields have been entered correctly, the User will be shown the message “Your request has been logged as reference number #[Request Number]”, and on clicking ok button in the pop up the user will be automatically taken back to the Home page. Clicking on View Request button previews the request in new browser tab.

The request will be listed at the top of the Recent Updates Widget.

Switch to Wizard

This option allows the user to switch the new request submission mode. Once the option is selected, it will be persistent for the user and will override the portal designer default submit mode selected by the administrator.

NOTE: When switching the submission mode, any changes on the request form will be lost.

New Request Wizard

The New Request Wizard guides the user through submitting a new request. Users can navigate between each step using the Prev, Next and Cancel buttons on each page.

NOTE: Every step of the Request Wizard can be customized, and removed or added depending on the needs of the organization using the ServicePRO Portal Designer. For example, Administrators can choose between to set either the Request Title or the Service Catalog as the first step. For more information on the Portal Designer, please refer the ServicePRO Portal Designer.

Title

In this tab, choose the desired title for your Service Request.

Enter title, which will allow you to enter the title in the text field.