Submitting Service Requests
Service requests track work that needs doing when nothing is broken—room setup, equipment moves, configuration changes. Unlike issues (something wrong), requests are about timing and coordination. You need the hall set up by Thursday, or the meeting room configured for 20 people. Submitting a request ensures it's logged, assigned, and completed by the right date.
How to submit a service request
Go to Service Desk > Requests and click Submit Request, or use Submit Request from a location or asset page
Enter a description (required)—what you need and when
Optionally add a title, category, priority, due date, location, or asset
Attach photos or files if helpful
Click Submit
AI will suggest a category, priority, and title based on your description. You can accept or change these before submitting.
After you submit, the request is assigned a ticket reference such as REQ-42. You can find it in the request list and detail view. See Understand ticket reference numbers for details.
If your admin requires triage, the request starts in Reported and waits for a manager to accept or decline it before it enters the active workflow. See Triage reported issues and requests for details.
Understanding issues vs. requests
Use an Issue when… | Use a Request when… |
Something is wrong or broken | Work needs doing, nothing is broken |
Severity matters (e.g. critical leak) | Timing matters (e.g. due by Friday) |
You may report anonymously | You must be logged in |
Examples: leak, broken alarm, damaged equipment | Examples: room setup, move desks, configure hall |
If you're unsure, start with your description—AI may suggest switching to the other type. You can also convert between types after submission if needed.
How to submit a request from a work order checklist step
If a checklist step on a work order is flagged, you can submit a request directly from that step without leaving the work order.
Open the work order and find the flagged checklist step
Click Submit Request
Enter a description—what you need and when
Click Quick Submit to send it immediately with the short note, or click Add More Details to open the full request form with the context already filled in
If you choose Add More Details, the draft stays in place while the form is open. You can add priority, due date, category, photos, or other details before submitting.
Before you start
You need the Manager or Member role for Service Desk. Requests require authentication; anonymous submission is not available for requests. For a full breakdown of who can see, create, and manage issues and requests, see Service Desk roles and access.
Common questions
Can I submit a request anonymously? No. Requests require an authenticated user so the work can be assigned and tracked. Use Report Issue for anonymous reporting.
What if I need it by a specific date? Add a due date when submitting. Overdue requests surface in dashboards and can trigger workflow rules.
How do I know my request was received? You'll see it in Service Desk > Requests. If you're assigned, it appears in your Inbox.
Can people submit requests using a QR code?
Yes. Site admins can set up QR codes that open the service request form for a site. Users must still sign in to submit. See Set up site reporting QR codes.
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.