How to Create and Submit a Service Request in the SSP

You can submit a new service request through the Self-Service Portal by using the Request Service button. Some fields–such as Requester and Created are automatically filled out when the form opens. Certain fields, marked in red asterisks, are required before the service request can be submitted or saved as a draft.

Note: You must click Submit to enter the service request in ChangeGear. If you save your request, no action by your IT department will be taken as the request has not been officially entered into ChangeGear.

To submit a service request:

  1. On the home page, click on the Request Service button. ChangeGear displays the Request Service popup.

  2. Select the Form Type request from the dropdown: Access, General, Hardware, Move, Software. Then click Submit. 

  3. Enter a brief Summary of your request.

  4. Select the Urgency of the request using the drop-down list (e.g. emergency, high, medium, or low).

  5. Select the Impact that your request will have using the drop-down list (e.g. major, significant, minor, or routine).

  6. Select the Priority of the request using the drop-down list (e.g. emergency, high, medium, or low).

  7. Enter a Due Date for the service request to be resolved.

  8. Attach any supporting documents such as screen shots or error logs.

  9. Click Submit to create a new service request with the details entered.

  10. If necessary, specify an Assignee and any Comments in the popup window that appears, then click OK to finish processing the ticket. You will receive an e-mail notification to confirm that your request was received.

To add more details to a service request:

  1. Click on the Active link under the Service Requests section of the Self-Service Portal home page. This brings you to the service request module and displays your active service requests.

  2. Select the desired service request in the grid and click the Edit button in the toolbar.

  3. Modify any fields that you wish to update.

  4. Click Save.

If you view your request later, the Workflow Status bar indicates what stage your request has entered, (e.g., New, In-Progress, Pending Close, Closed).

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