Agent Guide: How to manage a new Service Request
Agent Guide: How to manage a new Service Request
- Managing new service requests on the Wavity ITSM platform is straightforward and user-friendly for agents.
- Note: The steps outlined below serve as general instructions and can be customized to meet specific organizational needs; however, the core workflow remains the same.
- Agents with the appropriate access can log in using their credentials and will be directed to the Agent Interface.
- From the Agent Interface, Click on ‘Service Requests’ from the quick links widget.
- Select a relevant service request from the list to begin managing it.
- In the ‘Assigned to’ section, click the ‘link’ icon to associate the request with an asset.
- A list of all available assets in the inventory will appear. Select the asset that matches the request.
- Update the service request status using the dropdown menu. The end user will receive an email notification reflecting the new status.
- If approval is required for the request, toggle the approval option to ON. Additional fields will appear for the approval process. A user with manager-level access can then update the approval status.
- Agents can use the comment box to communicate and collaborate with other users regarding the request.
- After all necessary actions are completed, click "Submit" to save the changes and complete the process.
