Services Request Configuration
Home > Service Manager > Services > Service Details > Services Request Configuration
IntroductionThe Service Request Configuration lets you define a number of elements for the different request types that are used for each Service. |
Related Articles |
Incident
Incident Configuration
Catalog Items
Customer Feedback
Request Sub-statuses
Request
Problem
Known Error
Change
Release
Catalog Items
The Catalog Items are used to create a catalog of defined requests which can be used on the Portals or by Support Staff to raise requests to fulfill a specific requirement for that particular Service. Catalog Items can be added to both Incidents and Service Requests. For each Catalog item you can define the following:
Customer Feedback
The Customer Feedback options provides a feature to gather feedback from your customers regarding the level of service they have received for a particular request. This feedback will enable you to identify where excellent service is already being provided, but also highlight any areas where the service to your customers could be improved.
Sub-Statuses
The Request Sub-statuses lets you define a number of descriptive states of a request that are related to the request being either Active or On-hold. Using a Sub-status can help control the situations under which a request is put On-hold or made Active again. An example of an On-hold Sub-status might be With Customer which when selected could place the request's status to On-hold and stop any allocated Service Level Target timers.