User Query Management
A user query is one of the core components of the communication between the end user and the service desk department.
A user query is a temporary, transitional entity. It is needed to record the information obtained from the service consumer (user) when its immediate classification is not possible. Processing a user query involves its classification as one of the specific record types – a service request, an incident, a problem, or a change request. You can also create an announcement from a user query.
The User Query (itsm_inquiry) table is inherited from the ITSM Tasks (itsm_request_task) table that is a parent table for all ticket and task tables. The ITSM Tasks are, in their turn, based on the Task (task) table of the platform.
User Query State Model
Get to know the user query state model.
Create User Queries
Learn how to create user queries on the Self-Service Portal and in the agent interface.
Process User Queries
Find out how to process user queries by creating other record types.