Requests
Request Management is a service catalog your accounts request from. A contact signs in on your portal, picks what
they need from the catalog, fills in its form and sends it. Staff can make a request for an account too. Each one is a
request (REQ-12) that your team checks, adjusts if needed and approves, then fulfils by hand or through a
webhook. What each account has afterwards is a sold product, with its entitlements (such as seats or which
modules are included).
When Customer Service Management is there, every request with a requester gets a case too. The case is the conversation: the requester follows it as usual, and the desk tells them there when the request is approved, rejected or done.
Request Management comes with the Request Management plugin. An admin turns it on under Platform → Plugins.
- Products and the catalog: products, their entitlements and fulfilment, and the catalog items people request, with an example.
- Working on requests: requesting for an account, editing the answers, approving or rejecting, fulfilment and what each status means.
- Sold products: what each account has, on its page and under Sold products.
- Permissions and the API: the roles, what each permission allows, the events and the automatic fulfilment.
Words
| Word | What it is |
|---|---|
| Product | What you sell or provide, with its entitlements: the things a customer gets a number or a choice of, like seats or modules. |
| Catalog item | What can be requested: a product with its form. One product can have several items, like "New hosted desk" (new) and "Add staff seats" (a change). |
| Request | What someone asked for: who asked, for which account, the items and their answers. |
| Request item | One requested catalog item in a request, with its own answers and fulfilment. |
| Sold product | What an account has: a product with its entitlements, since when. |
| Fulfilment | The work after approval: by hand, or automatic through a webhook that reports back. |
Request Management's catalog isn't the service catalogue of Service Configuration. The service catalogue lists the services you support; this catalog is what your accounts can request.
Where to find it
In the menu, Request Management has Requests and Sold products, and its Settings with Products and Catalog items. An account's page shows its products and open requests, with New request for those who may request for an account.