Service Desk

Request Form

The Request form allows you to to save new requests and to work on any requests that have been submitted by your users.

Types of Requests (Templates)

SysAid includes two default request templates: Basic and Advanced. Basic requests are those that are standard, pre-approved, and that occur on an ongoing basis. Examples of basic requests include a request for a password reset or account unlock. Advanced requests are those that require an approval, such as a request for upgraded hardware.

You may create your own request templates as well. Go here for more information about customizing request templates.

Working on Requests

Use the tabs on this form to record the work you do on a request. Note that the Approve tab is only found on advanced requests.

Following is a description of each of the tabs on the Request form.

This tab includes the category of the request, the title, description, status, and more. The fields that appear on this tab also appear on the General Details tab of the SR form, and you can read about them here. Use this tab to keep track of the general details of the request.

If you would like to add or remove fields from this page, you must edit the appropriate sub type under Service Desk --> Sub Types. Go here for further instructions.

For those requests that require approval, the appropriate administrator uses this tab to approve or reject the request and to record any appropriate notes.

Important: After approving or rejecting the request, you must click the Complete button. You can click Reopen if you need to make changes at a later time.

Note: Depending upon the way your request templates have been built, a request may need more than one approval, or may have additional workflow tabs in addition to the Approve tab. If you have any questions about the correct way to process a request, please contact your Service Desk manager.

Request templates may be edited here.

This tab is used to close requests. Select the appropriate status (Request Completed, Request Rejected, etc.), enter any appropriate notes or solution, and click OK/Apply to save changes.

Under this tab you can see a list of all changes that have been made to this request. Click on Service record changed to open a new screen with a snapshot of the request at that revision.

Note: The activities field is not logged in the request history.

This tab allows you to indicate the connection between this request and other components of your Service Desk. This tab is the same as the Related Items tab on the SR form, which you can read about here.