These cookies are required for the website to function properly. They ensure security, enable basic features like page navigation, and store user session data. You cannot disable these cookies.
- Incident Response Platform
- Process
- Request review
Request review
A Service Request captures a person's ask and the service it concerns. The Service Manager can review the type, requested date and due date before deciding whether work should proceed. The request retains its own status and completion time, even if the work also requires a planned Change.
Step by step
-
Submit request Service Manager
Record the requester, service, request type and requested time. The request starts Submitted.
- Establish ask and requester
- Updates Service requests, People, Services
-
Decide Service Manager
The Service Manager reviews the request and approves or rejects it.
- Record approval or rejection
- Updates Service requests
ApprovalA person approves before the work moves on. -
Work request Service Manager
For an approved request, record when work is in progress and coordinate any related service change separately.
- Track work and related planning
- Updates Service requests, Changes
-
Complete request Service Manager
Confirm the requested work is done, record completion time and move the request to Completed.
- Record outcome and completion time
- Updates Service requests
-
Review due work Service Manager
Compare open request status with its due date during the next service handoff.
- Identify unfinished due work
- Updates Service requests
Who does what
Roles and permissions- Service Manager
- Reviews, approves, rejects and manages Service Requests.
- Service Technician
- Can view the requested work while responding to incidents.
Set up Incident Response Platform your way.
Start free, then use Proto to change fields, steps and approvals before your team goes live.