This documentation supports the 19.02 version of Service Request Management.

To view the latest version, select the version from the Product version menu.

About service requests

A service request is the request record that is generated from the service request definition (SRD). Service requests are created from SRD selections by users, support, and automated tools. A service request is the parent object that manages and tracks the execution of a selected SRD.

Although service requests inherit characteristics from the selected SRD on which they are based, they have a life cycle of their own. A service request has various states to indicate its position in the life cycle. Approvals can be required for certain state transitions. A service request might also send notifications at certain points in its life cycle to alert users that a certain event has occurred.

Note

The status and status reasons of a service request reflect a snapshot in its fulfillment life cycle and do not necessarily map 1:1 with the status and status reasons of an application request. The status and status reasons of the underlying application requests do not roll up to the service request.

When a user submits, modifies, or cancels a request in the Request Entry console, back-end fulfillment application entries might not be created or updated immediately. A delay of up to 10 minutes can occur.

An important part of the role of the Service Request Coordinator is monitoring service requests that have errors in them. If a service request contains an instance error in one of its fulfillment applications, the request cannot move forward until the problem is resolved.

The following topics are included in this section:

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