Submitting requests from the Request Entry console

Before you begin

The administrator must configure the assignments to generate a fulfillment application like incident, change, or work order, and based on it, a service request gets created for the same on the request entry console.

For more information, see Configuring-automatic-assignment-to-support-groups.

To report an issue from a Knowledge Base article

1. Open the Request Entry console from a browser.
2. Enter the keyword (for example, Printer or Pr%) in the Search field, and click the Search icon.
   The search results list articles and requests that match your criteria. Long lists are paginated. 
3. To view the expanded search view, click More.
   The pagination list displays the range of articles, and you can select the range that you want to view.
4. Click the title of the article that you want to view.
5. In the bottom-right section of the article, click Report an Issue .
6. In the Report an Issue  form, enter the following information:
   1. In the Summary field, enter a brief statement of the problem.
   2. (Optional) In the Description field, enter additional details of the problem.
   3. In the Urgency field, select an option that indicates the urgency of the problem.
7. If you do not want to attach the article to the request that is displayed in the All Articles Viewed field, click Remove.
8. Click Submit.
   A service request for the article is created and routed to the concerned group based on the assignment configurations.
9. (Optional) To provide feedback about the article:
   1. In the Feedback panel, enter the following information:
      1. To indicate whether the article solved your issue, select Yes or No.
         If you select Yes, the relevancy of the article is increased. 
      2. From the Rate this article list, choose a rating.
      3. In the Comments field, enter any additional details.
   2. Close the article.
      Your feedback is transmitted to the Knowledge Management application. You can see the feedback comments on the Feedback tab of the knowledge article.

To locate a requestable service in the catalog of available services

In the request Entry console, you can locate a requestable service in any of the following ways:

To submit a request

1. In the Request Entry console, locate a requestable service and click the service name.
2. (Optional) Click Edit and update your contact details..
3. ( Optional ) Specify a  Required Completion  date.
   Required Completion  date—indicates when you would like the request to be completed.  
   Expected Completion date—indicates the time period needed to fulfill a request.
   Setting the Required Completion field to a value earlier than the Expected Completion value does not imply that the request will be completed by this date.
   To use custom date format in  Required Completion  and  Expected Completion  fields on the Provide Information form, you must select the  Custom  format for the  Display Date/Time Style (Web)  field on the  Web  tab of the AR System User Preference form. For more information about setting preferences on the  Web  tab, see Web client preferences .
4. Respond to any questions that the request form might contain.
5. (Optional) Add an attachment by clicking the Add icon (➕️).
   You can add up to three attachments to your request.
   After you submit the request, you can view attached files from the following locations:
   • in the  Activity Log  on the  Details  tab of the request.
   • Fulfillment application, such as an incident, a change request, or a work order.
   • On the Request Entry console, you can access attachments that are added in other applications as public Work Info attachments.
6. (Optional)  Click  Summary  to v iew a summary of the information that you entered.
7. (Optional)  If you are not sure you have all the needed information, click Save as Draft.
   You can submit the request at a later date from the Drafts list. After you save a request as draft, you cannot edit the Requested For user information.
8. (Optional) If your administrator has enabled the cart, you can click Add to Cart to add the request to the cart.
   You can add multiple requests to your cart and submit them at once.
9. Click Submit. 
   Your submitted requests are listed in the My Requests pod of the Request Entry console.

Submitting a new request by copying a previous request

If you need to create a request that is similar to a previous one that you submitted, use the Request Again function to create a copy of the request regardless of its status. You can modify the copy to create a new request.

When you copy a request, the date and time fields values and questions regarding the date are not copied because they might not be valid for the new request. Similarly, static values, such as options in a list, are not copied if they were revised after the original request was submitted.

When you submit a copied request, the system creates a new request, with a unique Request ID. The new request is available on your My Requests pod.

To copy a previous request

1. In the My Requests pod of the Request Entry console, select the request that you want to copy and click Request Again.
   Alternatively, open the request, and on the My Request Detail form, click Request Again.
   The Provide Information form appears. The Required Completion and Expected Completion fields reflect the current date. You can change these values if needed.
2. Perform one of the following actions:
   • To submit the new request at a later date, click Save as Draft. When you are ready to complete the draft request, click Complete to view and modify the request details.
   • To submit it immediately, click Submit.
   • To submit the request on behalf of another user, click Edit and click Request on Behalf Of at the top of the Provide Information form.

Submitting multiple requests by using the cart

The Request Entry console provides a cart, similar to many e-commerce websites, so that you can add multiple requests to the cart and submit them in a single operation.  For example, you might decide to submit two requests at once: fix your printer and upgrade your computer to the latest version of Microsoft Office.

To submit multiple requests by using the cart

1. On the Request Entry console, open one of the requests you want to submit.
2. In the request's detail view, click Add to Cart.
3. To view requests in the cart, click the cart icon.
   The Cart Review window shows information for each request in your cart.
   A yellow warning icon next to a request indicates that the request requires more information from you.
   You cannot submit the cart until you provide all required information for each request in the cart. 
4. To remove a request from the cart, select it from the list and click Remove Request.
5. To submit all requests in the cart, click Submit.
   The submitted items appear as requests in the Request Entry console. You can view each one to see the status of your request. 
   If the Submit button is not enabled, one or more of your requests requires a response.

To view requests that were submitted from the same cart

1. On the My Requests pod, click the name of a request that was submitted from a cart.
2. In the Request Details window, select a request number from the Requests In Cart list. 
   Information about the request you selected is displayed in the Request Details window.

Submitting requests on behalf of other users

You might want to submit requests on behalf of other users in various circumstances. For example, if someone in your department cannot create a request (perhaps a coworker's computer is not working or a coworker is on vacation and needs a request fulfilled), you can create a request on behalf of the other user.

For you to submit a request on behalf of other users, your administrator must set up an on-behalf-of rule for you.

When you are submitting a request on behalf of another user, you can only view requests that you submitted on behalf of that person, and not requests submitted by that user or requests submitted by others on behalf of that user. In addition, you can add requests to the cart on behalf of another user, but you cannot manage the cart for the other user.

The My Requests pod lists the submitted request with details, such as the name of the person on whose behalf you made the request and the request status.

To submit a request by using the On Behalf Of option

1. On the Request Entry console home page, click the Settings icon, and select On Behalf Of.
2. Search the user for whom you want to submit the request:
   • To see the list of users on whose behalf you can submit requests, click Search.
   • To find a specific user, enter the user's name in the Search field and click the Search button.
     If you cannot find the user for whom you need to submit the request, ask your administrator to ensure that the Organization and Department fields of the People record belonging to that person contain the correct entries.
3. Select the user from the search results and click Select.
   The Provide Information form displays the selected user's name in the Requested For field. If the user is not entitled to the request, you get an error message and you cannot create the request.
   When you want to reset the Requested For field to the requested by user, clear the Requested For field and use the type-ahead functionality to select the requested by user.
   After a request is added to the cart or saved as draft, the Requested For user information cannot be edited.
4. Enter the necessary information, such as contact details, and click Submit.
5. To submit a request for yourself, click Settings and select Back to Myself.

To submit a one-time request on behalf of another user

1. From the Request Entry console, select the request you want to submit.
2. On the Provide Information form, click Edit.
3. Select a user by doing one of the following actions:
   • Click the  On Behalf Of Request  icon that appears next to the  Requested For  field to see a list of users,  and then select a name .
   • In the Requested For field, enter the first few letters of the Requested For user's name, and press Enter or tab.
     If only one user name matches, that user's record is selected and saved.
     If more than one user name matches, a message is displayed. Click Ok to view a list of users, and then select a name.
     After a user is selected, the system returns you to the Provide Information form, which displays the selected user's name in the Requested For field. If the user is not entitled to the request, the system displays an error message and prevents you from creating the request.
     After a request is added to the cart or saved as draft, the Requested For user information cannot be edited.
4. Enter the necessary information, such as contact details, and click Submit.
   When you add a one-time request to the cart on behalf of another user, the entry does not appear in the cart, and the cart count is not incremented. The Requested For user can see the request when he or she opens the cart, and the correct cart count is shown.