New Requests

New requests can appear in the system in any of the following ways:

• The requester sends an e-mail message to the Service Desk address. This e-mail message is then loaded automatically in the database.
• The requester logs in a request in the Portal.
• The requester sends a request in an e-mail message to the operator or to the solver. The operator or the solver receives this message in MS Outlook and either forwards it to the Service Desk mailbox from where the message is loaded automatically, or loads the message to the Console; for more information see Loading messages from requesters from MS Outlook.
• The requester communicates the request in person or in a phone call to the operator or to the requester. The operator or the requester then records the request manually in the Console; for more information see Recording new requests manually.

If the request has its origin in a service with a specified approval scheme, the request enters the approval process. If rejected, the request will be closed automatically.
If there is no need to approve the request, the request will appear in the Requests to be resolved window on the operator's screen.

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