How To Set Up Universal Request To Triage Before Creating Tickets

[OzZy M]

Hello,

I'm hoping someone can steer me in the right direction here.  I'm looking to implement Universal Request for our company.  However, I'm looking to implement it as described in the attached process flow.  Basically, I want users to submit catalogue items via our Employee Centre which would create Universal Requests.  After the agent reviews the ticket, they would confirm and the actual Requested Item record or Incident record would be created.  Alternatively, the agent can select the correct item and then create the subsequent ticket.  I'm looking to reduce the need for our end-users to pick between Issues versus Requests and also reduce the number of incorrect subsequent records.

Any guidance on how to set that up or other suggestions would be appreciated.  If it matters, we do have ITSM Professional.  So, we have access to Universal Request Pro.

Thanks,

Ozzy

[OzZy M]

Thanks for the reply.  I do understand how ITIL frames it.  As I understand it, the Universal Request always gets created, and we would always work that queue.  So, incidents being hidden is not a real concern.  I don't get to dictate how our process is for the entire company unfortunately.  I guess I'm just trying to find some better resources on how to configure Universal Request.  I've seen some videos, but they're all very high level.  The Docs site is sometimes very verbose without giving you much information.