SERVICE REQUEST MODULE

User Manual

Contents
User Guide .................................................................................................................................................... 2
1)

Creating new Service Request .......................................................................................................... 2

2)

Review/navigation service request ................................................................................................... 4

3)

Make a post to service request ......................................................................................................... 6

4)

Take various actions to a service requests ....................................................................................... 7

5)

Recent Activities:............................................................................................................................... 8

User Guide
1) Creating new Service Request
Select Service Request menu from left panel.

Click on + button to add a new service request.

Select Project, Subject area (refer below annexure for more details), priority and other necessary
fields, attachments and click submit. We are having project subject area association so one
cannot raise a ticket for irrelevant subject. You also can see the assignee name to whom ticket
will be assign.

Annexure: List of Support team projects for your ready reference

Project (Department Name)
Accounts Department
Admin Department
HR Department
IT Department
Travel Desk Department

Subject Area
Salary, Allowance query etc.
Guest House Related, Maintenance
etc.
Deputation, Leave, Policy Related
Matter etc.
Software support, Hardware support
etc.
Travel Desk, Visa Desk

2) Review/navigation service request

2
4

Only Me/My Team (1): You can see your tickets (raised by you / pending on you)
and also your team members. We are referring primary PM and Track
Supervisory hierarchy to build a team.
Open/Customer Working/Resolved/Closed/All (2): You can filter SRs for these
statuses. Once you click on any status, you can see projects wise counts (3) and
priority wise counts (4) for selected status and team
Default All Projects and All Priorities are selected. However you are free to
select any project and any priority. You can see respective SRs in the right panel
(shown below). Here 43 is SR43 and you can see the status, project, Subject area,
Created by, created date, last update etc. You can click SR number to open that
service request.

Once you open SR, you can see two different blocks.
First one showing you timeline of the service request. Here you can see the action taken
by various users along with time. You can simply click Reply to post your comments
for this SR or choose Action button for other actions.

Other right side you can see header level details for selected service request.

3) Make a post to service request

You can reply along with attachment if require as shown below.

4) Take various actions to a service requests

You can take various actions on your service request.

E.g. for forwarding service request to someone else, just select Forward.

After posting your comments, you can see that in the details as below:

5) Recent Activities:
You can see recent activity for your and your teams requests.