Requests

ServiceDesk Plus On-Demand's request module helps you to manage the services provided by your IT services team. The requests module tracks all the outstanding and overdue requests that need immediate attention, thus improves the response time and resolution time of your IT services team. Apart from this, ServiceDesk Plus On-Demand allows you to add relevant notes pertaining to the request that is being handled. The notes may contain any information such as, the exact scenario of the request or how the issue was resolved. Also, every action performed on the request is stored in the Request History.

Clicking the Requests tab on the header pane takes you to the request module. Here the term request denotes any service that is requested by a user from the internal IT services team. The requests is submitted to the system via mail or a web-based form. Sometimes, the requests can also be placed through a phone call during which, the help desk agent has to record the details of the phone call in the web-based form, and assign priority and technician based on the urgency of the request. The various actions that one can perform in the request module are explained in the respective sections.

To ease the process of tracking the requests posted by individual requesters, a Self Service Portal has been provided. The Self Service Portal is used by the individual requesters to track the status of their requests and to look up solutions from the online knowledge base. To access the self-service portal, the requesters need to log into ServiceDesk Plus On-Demand using their respective user name and password.