Handling a service request

Update the status, message the worker and add internal notes.

Steps

1. Go to "Service requests". Requests are sorted by SLA — the most urgent at the top.
2. Search by request number, employee name or free text, or filter by status.
3. Click a request and change its "Status": Open, In progress, Waiting for info or Closed. The worker is notified when it is closed.
4. Write to the worker in the messages field and click "Send" — the message is translated into their language.
5. For a note only staff can see, use "Add an internal note...".

Related guides

• SLA and prioritiesEvery request has a target handling time based on its topic. Breaches are flagged and reported.
• Closing a request with an inventory allocationEquipment requests are closed together with allocating the item, and stock updates automatically.
• Opening a request on behalf of a workerWhen a worker reaches out by phone or in person.

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