Open a non catalog Service Request

[maryc]

Hi,

How do I open a non catalog Service Request?

For ex - If a user calls and asks " Can you show me how to use Power point" , the Service Desk should be able to open a request.

Thanks

[Community Alums]

For these types of things, I created a custom table which extends the task table. We use these to handle incoming notifications from monitoring systems and other external workflows. Could work for what you're trying to do, and extending the task table would allow you to retain all of the functionality (workflow, business rules, etc) that already exist on the base task table.

I tried using the OOB Task table, but the issue would be if I created a Task record, it would create associated RITM and REQ records, which we didn't want.

[sgrison · Accepted solution]

This I would consider a 'How-To'.   It can be handled either the Request Fulfillment process or Incident Management process.   If using Request Fulfillment I would have a Catalog Item called 'how-to / questions' or something along those lines.   This would allow your users to submit questions via the Service Catalog and if they call your Service Desk they can fill it out for them.   I don't see any reason to create new tables for this type of request.   If you don't want this visible in the Service Catalog it can be hidden based on role.

[rob_blakey]

Hi Mary,

We achieved this by creating a u_request table extending from the task table. This form more than covers the requirements you are after as this allows us to create unique record producers to handle the End User capability as well as allowing for IT Staff to document a "Password Reset' or a "How to do X" request.

These are also called 'Non-standard Service Requests" which live well outside the "Service Request" that the request fulfilment process uses.

This also allows you to utilise fields you may already have on your task table like usernames, domains, requestors companies etc..

Hope this gives you some ideas