Logging a Service Request?

[Graham18]

Hello All,

Looking for some help and advice.

In Service Now how do you log a Service Request for a user who has called to request something ie: Password Reset? is this done on the Inicident Form? or should it be its own Module?

Another question is for our own IT guys ie: Field Team requestiing new equipment, this would also be a Service Request however I cant see anything that helps with this except for the Service Catalogue, however this seems more tailored to Customers more than our own IT.

Has anyone had this issue, if so what have you done.

Thanks,

Graham

[shonamac]

Hi Graham,

We had the same requirements I think as you for a service request application, we don't use the service catalog at all.   We created a custom application entitled service request that extends from the task table and then customised the behaviour we want to see (essentially most things from incident)

Hope this helps

Shona

[Inactive_Us1883]

Hi Graham,

If im understood your question, we usually build the request form through the Service Catalog => Maintain Items

There we define the required forms with required fields and workflows.

Best Regards,

/Suraj

[zica]

Hi Graham,

We are using both incident and service Catalog .

Generally when users request to reset their password, that means that they forgot their old one and they can no longer work. That is why we identified it as an incident.

Yet, for a new joiner or when somebody requests an access for the first time for any application, they have to log a call using service catalog. We just created an item 'reset password' in maintain item.

Furthermore, Service catalog can be used by end user very easily (incident as well) and Service Catalog can also be customized depending on the role or location of users. In other words, you can choose which item should be shown to who (IT team, Managers, End users, ...).

Let me know if you have more concerns,

Kind regards,

ZA

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