ManageEngine ServiceDesk Plus 8.0 :: Admin Guide

Raising Service Requests
ManageEngine ServiceDesk Plus 8.0 :: Admin Guide
Service Requests are requests raised by the user for support, delivery, information, advice or
documentation, which is not related to a failure in the IT structure. There are various modes of placing
a request to the system administration team. Some of the most common modes are,
� Requesters call up the help desk agent and requests for service, the help desk agent will
then manually feed in the details into the application.
� Requesters log into the Self Service Portal and raise the service requests, or
� Requesters email the service request to the help desk team. The email is automatically
converted to a new request in the application.
Apart from the above three modes, there are various other modes by which an service request is
created. For more information on adding additional modes, refer to Configuring Mode section.
Raising a Service Request from the application
There are two ways from which the service request can be raised in the application,
1. Service Catalog drop down
2. Home tab -> Service Catalog
1. Service Catalog drop down
Similarly to the New Incident drop down, the Service Catalog drop down lists the service items
configured in the application. The service items are grouped under a service category for easy
reference and identification. From the list of service items available to you, browse and raise a service
request.
2. Home Tab -> Service Catalog
Alternatively, you can also select a service from Home tab -> Service Catalog. The list is organized
to view the service items under each service category. From this page, you can conduct a search for
the desired service item using Search Service Catalog field.
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