1. Request Creation

Request creation is known as submitting requests in SSM. The primary actors responsible for submitting requests are employees, customers, and IT service desk staff. Employees and customers can submit their requests using SRC or Work Center.

Most users assigned to Service Request roles can submit requests on their own behalf or on the behalf of another user. This enables service desk staff to submit requests on behalf of their customers or for managers to submit a request on behalf of an employee, for example. To submit a request on behalf of another user, search for and select that user from the Affected User field on the Submit form.

To disable the submit on behalf feature, refer to Disabling "Submit on Behalf".

To create a request:

  1. Log in to SRC: http://serverName/workcenter/tmtrack.dll?shell=srp.
  2. Search for or navigate to the service request you need, For example, select the Employee Services service request category on the Catalog tab.
  3. Click the service request to open the submit request form.
  4. Complete the submit request form.
  5. Click Submit to create the new request.