Service Desk service requests
I'm using GoToAssist Service Desk and currently I only have the ability to categorise tickets as Incidents, Problems, Change Requests and Release Management. What about Service Requests? IE requests f...
Forum Discussion
YES Service Request is an out of box config.
Technicians can select record type > Service Request > from the Incident Type drop down on the New Incident form.
Customers can select Request from the Customer Portal's New Incident form. This maps to the Internal Name of Service Request.
You can then Report on record Types such as Service Request.
In regards to ITIL v3 one major thing that is missing is Request Fulfillment (Service Catalog).
Technicians can select record type > Service Request > from the Incident Type drop down on the New Incident form.
Customers can select Request from the Customer Portal's New Incident form. This maps to the Internal Name of Service Request.
You can then Report on record Types such as Service Request.
In regards to ITIL v3 one major thing that is missing is Request Fulfillment (Service Catalog).
