ManageEngine ServiceDesk Plus 8.0 :: Admin Guide

Request
ManageEngine ServiceDesk Plus 8.0 :: Admin Guide
ManageEngine ServiceDesk Plus request module helps you to manage the services provided by your
IT services team. The request module tracks all the outstanding and overdue requests that need
immediate attention, thus improves the response time and resolution time of your IT services team.
The requests in the request module are split into Incident Requests and Service Requests.
� Incident Requests are requests that denote the failure or degradation of an IT service. For
example, Unable to print, unable to fetch mails and so on.
� Service Requests on the other hand are requests raised by the user for support, delivery,
information, advice or documentation. Say, Installing software, move from one place to
another, reset password and so on. A Service Request is not an Incident.
Apart from this, ServiceDesk Plus allows you to add relevant notes pertaining to the request that is
being handled. The notes may contain any information such as, the exact scenario of the request or
how the issue was resolved. Also, every action performed on the request in the ServiceDesk Plus
application is stored in the Request History.
Clicking the Requests tab on the header pane takes you to the request module. Here the term
request denotes any service (both incident requests and service requests) that is requested by a user
from the internal IT services team. The requests is submitted to the system via mail or a web-based
form. Sometimes, the requests can also be placed through a phone call during which, the help desk
agent has to record the details of the phone call in the web-based form, and assign priority and
technician based on the urgency of the request. The various actions that one can perform in the
request module are explained in the respective sections.
To ease the process of tracking the requests posted by individual requesters, a Self Service Portal
has been provided. The Self Service Portal is used by the individual requesters to track the status of
their requests and to look up solutions from the online knowledge base. To access the self-service
portal, the requesters need to log in to the ServiceDesk Plus application using their respective user
name and password. For more details on self-service portal, refer to Self Service Portal topic.
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