Managing 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.
Each request also shows its ticket reference, such as REQ-42, in the list and at the top of the detail view. See Understand ticket reference numbers for details.
Reported requests and triage
When triage is required, new requests start in Reported instead of going straight to Open. Reported requests appear in a separate triage queue so managers can review them before they enter the active workflow.
Go to Service Desk > Requests and look for the reported queue
Open a reported request and review the details
To accept it into the workflow, set the triaged values and move it to Open or another active status
To decline it, select Decline and enter a required reason. Followers receive a notification that the request was declined.
Admins can require triage for all requests so nothing enters the workflow until a manager reviews it.
How to assign and update requests
Open the request
Click Assign and select a team member
Update status as work progresses. The Change Status menu shows the available statuses from the detail screen. Choosing Escalated or On Hold requires a reason and notes. See Escalate or put a ticket on hold for details.
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. For a full breakdown of who can see, create, and manage issues and requests, see Service Desk roles and access.
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.
How do I escalate or put a request on hold? Change the status to Escalated or On Hold, select a reason if escalating, and add the required notes. See Escalate or put a ticket on hold for the full steps.
Why is my request in Reported instead of Open? If your admin requires triage, requests start in Reported and wait for a manager to accept or decline them.
Related settings
New requests can be assigned automatically if a default assignee is configured. See Set default assignees for issues and requests.