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.
