Creating and Viewing Service Requests

A Service Request indicates a routine or standard request, such as a password reset.

To create a Service Request:

  1. From the Home Page, tap the Request Service button.

    - OR -

    Tap the floating action button followed by the Request Service button .

  2. Select the type of request that you are submitting. The type of request determines the form that will appear. By default, ChangeGear provides six request types: Access Request, General Request, Hardware Request, Move Request, Software Request, and Training Request.

  3. Fill out the fields on the form. Certain fields, such as Due Date, will automatically change the input method based on the data type of the field. Required fields are indicated by an asterisk next to the field name.

    Tip: You can automatically track time for the Time Spent and Total Time fields by tapping the date and time buttons next to their respective fields.

    • To add a comment or note to the ticket, scroll to the Conversation History or Internal Notes sections and tap the button, then enter the contents of your comment or note. The text will be saved when you save the ticket.

    • Use the tabs button to switch between various tabs on the form, such as the Attachments and History tabs.

    • To add an attachment, switch to the Attachments tab and tap the button. Tap on the Choose File button to select a file using your device's built-in file manager. Use the Type drop-down to specify the type of file that you are attaching. Click OK to attach the file.

  4. Tap Submit to submit the ticket.

    - OR -

    Tap the more actions button to open a list of additional actions, then select an action.

    - OR -

    Tap the Save button to save your changes without submitting the ticket.

  5. If necessary, enter any details for the history record.

  6. Click OK to submit the ticket.

Viewing Service Requests

You can access your open service requests through the Help Center. To access the Help Center, tap on the Help Center button on the navigation bar at the bottom of the screen, then tap on the Service Requests button.

The Service Requests page displays a list of your open service requests. You can see the request number, the status of the request, and the request's description. Tap on the request to view the contents of the request.

Editing a Service Request

You can modify the contents of requests that you have created.

To edit a Service Request:

  1. Open the request from the Service Requests page.

  2. Modify the fields that you wish to update.

  3. In the title bar, tap the Save button to save your changes.

    - OR -

    Tap the more actions button to open a list of additional actions. The actions listed will vary depending on your privileges and the current state of the ticket. For more information on the service request life cycle, see the Service Request Creation and Management chapter.

  4. If necessary, enter any details for the history record.

  5. Click OK to save your changes.