Why Manage Requests
Service requests need assignment, tracking, and completion—like issues, but with due dates and different resolution types. Managers see all requests; members see only what they created or were assigned. Overdue requests surface in dashboards and can be routed by workflow rules.
How to View and Filter Requests
Go to Service Desk > Requests
Use filters for status, priority, category, assignee, due date, or location
Click a request to open the detail view
Use Comments to add updates
Follow a request to receive notifications when it changes
Overdue requests are highlighted. Requests with due dates appear in the Calendar.
How to Assign and Update Requests
Open the request
Click Assign and select a team member
Update status (Open, Review, Escalated, On Hold) as work progresses
Add comments for updates
When done, select a resolution type (Completed, Approved, Denied, Cancelled) and add notes
Click Mark Complete or Resolve
Members can escalate assigned requests back to the manager when done—they cannot mark as complete themselves.
Resolution Types for Requests
Completed — Work was done
Approved — Request approved (e.g. for future action)
Denied — Request rejected
Cancelled — Requester withdrew the request
Before You Start
You need the Manager role for Service Desk to assign, edit, and resolve all requests. Members can only view and escalate requests assigned to them.
Common Questions
What happens when a request is overdue? It appears in dashboards and Calendar. Workflow rules can target overdue requests (e.g. assign to a specific team).
Can I add a due date after submission? Yes. Open the request, edit the Due date field, and save.
What's the difference between Completed and Approved? Completed means the work was done. Approved means the request was accepted (e.g. for scheduling) but the work may happen later.