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How to Create a Service Request Using the Service Manager Console


End users often create service requests in System Center 2012 – Service Manager by accessing the service catalog from the Self-Service Portal or by submitting email requests. However, you can use the following procedure to manually create a new service request in the Service Manager console. For example, you might want to manually create a new service request if a user contacts the help desk by telephone. In the following example, you can update any information that you want to as you complete the form.

To create a new service request using the Service Manager console

  1. In the Service Manager console, expand Work Items, expand Service Request Fulfillment, and then select a subnode, such as Assigned To Me.

  2. In the Tasks pane under Service Request Fulfillment, click Create Service Request from Template.

  3. Under Templates in the Select Template dialog box, select a template, and then click OK to open a new service request and apply the template. For example, select Request Membership to Group.

  4. In the <SR<ID>: ServiceRequestName> form in the Affected user box, select the user who submitted the service request. For example, select Joe Andreshak.

  5. Optionally, in the Alternate Contact Method box, enter additional contact information for the affected user.

  6. In the Title box, type a title for the service request or update one if it has been populated by a template. For example, type Request Membership to Active Directory Group – Joe Andreshak.

  7. In the Description box, enter a description for this service request.

  8. In the Urgency and Priority lists, select one for each if they have not been populated by a template.

  9. In the Source list, select Portal if it has not been populated by a template.

  10. In the Assigned to box, choose an analyst to assign the service request to. For example, assign the service request to yourself.

  11. Click OK to save and close the service request form.

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