Note

 

This documentation supports the 20.18.01 version of Remedyforce.

To view the latest documentation, click

Requesting a service

To request a service, you can use one of the following options:

  • Create a service request from the list of service requests available on the Common Service Requests or Suggested Service Requests tab on the Home page.
  • Browse through the catalog of service requests by clicking the Request a Service tile.
  • Search for a service request.

When you click a service request, it opens in the Service Request Preview window. In this window, you can add the service request to My Cart or click Submit to create the service request. The service request opens in the Service Request form. In this form, you can specify the quantity that you require and the date by which you want the service request to be fulfilled.

Note

If your system administrator has disabled service request preview, the service request opens directly in the Service Request form.

Depending on how your system administrator has configured the service request, you might have to provide additional input to help fulfill it. For example, in a service request for a new Apple iPhone device, you might be asked to provide the iPhone model and storage capacity that you require. 

When you finish entering values in the service request, you can choose to save it in your cart for later review or submit it for fulfillment. You can edit, delete, or check out the service requests in your cart.

To view all service requests in your cart, click the My Cart icon on the home page. You can also move your mouse over the My Cart icon to view the total number of items in the cart.

The My Cart icon is displayed as  for an empty cart and as  when the cart contains at least one item.

To request a service

  1. Open a service request by performing one of the actions described in the following table.

    ConditionAction
    The required service request is not displayed on the Common Service Requests tab or the Suggested Service Requests tab

    Perform one of the following actions.

    To browse through the catalog of service requests

    1. On the Self Service Home page, click the Request a Service tile.
    2. To filter the displayed service requests, click the required category in the Category tree.
    3. The Service Requests tab displays service requests of the selected category only.
    4. Click the required service request.

    To search for the required service request

    1. Enter keywords (for example, network, hardware, and so on) or at least two characters in the Search field.

      Note
      : If you type All, the search results display service requests and incident templates that contain All in any field of the service request or incident template. The search results also display those service requests that are visible for your profile. 
    2. Click Search.
    3. In the Service Requests tab, click the required service request.
    The required service request is displayed on the Common Service Requests tab or Suggested Service Requests tabClick the service request that suits your requirements. The Service Request Preview window opens, displaying a description of the service request that you selected. If this service request does not suit your requirements, close this window and continue to open service requests until you find the one that you require. If your system administrator has configured the service request to display the Price and Turnaround Time fields, this window displays the values of the Price and Turnaround Time fields.
    Note: If your system administrator has disabled service request preview, the service request opens directly in the Service Request form.
  2. Perform one of the following actions:
    • Click Request Now to create the service request.
      The values of the fields in the original service request are populated in the corresponding fields of the new service request. 
    • Click Add To Cart to add the service request to My cart.
      If you click Add To Cart, go to step 7
  3. In the Service Request form, enter values in the service request fields, such as Date Required or Quantity, depending on how the service request definition is configured.

    If the service request is configured to display the Date Expected field, Self Service calculates the turnaround time based on the date and time at which you submitted the service request and displays the calculated time in the Date Expected field. 

  4. (Optional) To request a service for another user, click the On behalf of list to open the Select From Clients window client.
    If the On behalf of list does not appear, you are not authorized to report issues for other users. The table in step 3 lists the conditions that must exist for you to have this authorization.

    Note

    The records shown in this list might be filtered based on the sharing rule configured by your system administrator.

    If you are submitting the service request for another person, that person's phone number and email address are displayed in the Phone and Email fields. If a phone number and email address are not defined for the other person, the logged-on user's phone number and email address are displayed. 

  5. Enter information in the input fields.
  6. (Optional) Depending on how your system administrator has configured the service request, you may be able to add attachments to the ticket from the Files section.

    Note

    Attachments size must not exceed 2 GB. Also, you can delete only your own attachments. You cannot delete attachments added by staff members. 

    The attachments that you have added to the ticket are displayed in the Files section.

  7. Perform one of the following actions:
    • To save the service request in your cart for review or later edits, click Save To Cart and continue to step 7.
    • To submit the service request for fulfillment, click Submit.
  8. If you clicked Save To Cart, perform the following actions:
    1. To make further updates before you submit the service request, select the service request from My Cart.
    2. Update the service request and click Submit.
      The service request is deleted from the My Cart portlet, and now appears in the list of tickets and requests that is displayed in the View Tickets and Requests tile. If you want to submit all of the service requests, click Checkout in the My Cart portlet.
Was this page helpful? Yes No Submitting... Thank you

Comments

  1. $author.fullName

    Good day

    I am trying the log a call and there is nowhere where it needs the dates but when i try to send it says i need to fill in the date

    May 30, 2018 08:59