How to Manage a New Service Request

Agent Guide

Overview

When an end user requests something through the service catalog, such as new hardware, a service request is created in Wavity ITSM. As the agent, you assign an available asset from the CMDB to the request, update its status and, if needed, send it for approval. This guide walks you through each step.

Note: These steps describe the standard workflow. Your organization may have customized the fields, options or layout, but the core process stays the same.

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Manage a service request

• Sign in to Wavity ITSM. Log in with your agent credentials. You will land on your default landing page.
• Open Service Request(s). Click the menu icon at the top of the left navigation bar to open Quick link(s), then click Service Request(s).

• Open the service request. In the list, click the request you want to work on. Use the Request Number and Status filters or the Search box to find it quickly.

• Open the asset list. Open the Assigned To tab. In the CMDB section, click the Link Asset icon on the right of Assign from available assets.

• Select the asset. The Assign from available assets window lists the assets available in inventory. Select the checkbox next to the asset that matches the request. It is added to the table in the CMDB section, where you can edit, view or remove it using the icons under Actions.

• Update the request status. In the Status section, choose the request’s current state from the Status dropdown: Open, In Progress or Closed. The end user receives an email notification when the status changes.

• Request approval (if required). If the request needs approval, turn on Require approval?. An Approval section appears: select the Approver and, if needed, add Notes. The approver, or another user with manager-level access, then updates the approval Status.
• Save your changes. Click Submit in the top-right corner to save the assigned asset and update the service request.