WiscIT - Creating Service Requests

There are three ways that Service Requests can be created in the Self-Service Portal.

Via the Self-service Portal

All people with a record in WiscIT (generally anyone with an active NetID) are able to use the Self-Service role to access the Self-service Portal where it is possible to submit a Service Request.

See WiscIT - Submitting Service Requests via the Self-Service Portal for instructions on submitting a service request via the Self-Service Portal.

Via the Service Catalog Workspace

The Service Catalog Workspace is available to users in the analyst interface (i.e. users logged into a role other than Self-Service). Users can use this workspace to browse and submit Service Requests. Any Service Request submitted via this workspace will automatically use the current user as the customer of the request.

Via a Contact Record

While users are encouraged to submit Service Requests themselves via the Self-Service Portal or the Service Catalog, there are scenarios in which a user may want to submit a request on behalf of another user. These scenarios may be part of documented process, e.g. Help Desk Phone Agents submitting a Service Request on behalf of the customer via a phone call, or outside of documented process, e.g. an end user chatting a technologist directly to make a request, circumventing the preferred intake method.

For these scenarios, Contact records can be used to capture the details of the interaction and create a parent Service Request. See WiscIT - Creating Service Requests on Behalf of Another Person for instructions on creating a Service Request from a Contact record.