A service desk agent can route a ticket to Asset Management, for example a broken projector to repair or replace. See Route a ticket to Asset Management or Facilities. Site operators and asset administrators are told, and the request appears on Requests. The number beside Requests counts the open ones.
What a request shows
- Ticket: the ticket's reference. Choose it to open the ticket in Service Desk and work it there.
- What: the summary the desk chose to share, the kind of request and any action code.
- Item or place, if the desk named one.
- Priority and State.
You see only the summary the desk wrote, never the conversation on the ticket.
Answer it
| State | What you can do |
|---|---|
| Received | Accept, Done or Decline |
| Accepted | Start, Done or Decline |
| In progress | Done or Decline |
- Accept and Start take effect at once.
- Done asks for The item it concerned (optional) and a Note for the agent (optional). Choose Mark done.
- Decline asks Why, for the agent. You must say why.
Every answer goes back to the agent on the ticket. If the desk withdraws or closes its ticket first, the request shows Cancelled by the desk.
An item's page lists the requests about it, under Requests from the service desk.
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