Create User Queries

A user query can be created in three ways:

• via the Self-Service Portal
• via the agent interface
• via email – inbound email actions

Via the Self-Service Portal

note

This procedure implies that it is performed by an end user.

To create a user query, complete these steps:

1. Navigate to your Self-Service Portal and click Ask a question.
2. Fill in the fields.
3. Click Save.

User Query form fields

The user query Number has the INQXXXXXXX format and is populated automatically.

Field	Mandatory	Description
Caller	Y	Specifies the originator of the user query. This field is populated automatically and is hidden on the Self-Service Portal form.
Urgency	Y	Specify the urgency of the issue. Typically, it is evaluated based on the time remaining until the issue impacts the business. For more information, see the Priority Management article.
Subject	Y	Add a brief description of the issue. If the subject length is over 100 characters, the characters exceeding this limit will be cut off.
Description	N	Add a detailed description of the issue.

You can also contact the service desk by phone if their question is urgent. The phone number displayed on the page is specified in the itsm.notification.contact.phone system property.

You can attach some files by using the attachment window. To add files, drag them to the attachment window, or click Upload from your device and select them on your device.

After saving the form, you get a message that your query has been received:

The message states a period of time required to process the query. The system administrator can change the response time value by editing translations of the source message located at {Instance URL}/record/source_message/168672734718023981. The message also displays the email address of the caller as well as the service desk phone number specified in the itsm.notification.contact.phone system property.

After the form is saved, a record is created in the User Queries (itsm_inquiries) table. At this time, the newly created user query is waiting to be processed by a service desk agent.

Users can track the work process on the Tickets page. To open the record of the user query, complete the steps below:

1. In the header, navigate to Activities → Tickets.
2. Click My User Queries on the left.
3. Check the state of the created user query.

Via the agent interface

tip

Role required: ITSM_agent.

To create a user query, complete these steps:

1. Navigate to User Queries → All User Queries.
2. Click New to add a record for a new user query and fill in the fields.
3. Click Save or Save and exit to apply the changes.

User Query form fields

The user query Number has the INQXXXXXXX format and is populated automatically.

Field	Mandatory	Description
Caller	Y	Specifies the originator of the user query.
Contact type	Y	Define the source from which the request is received. Available options: Phone Email Self-service
Related ticket	N	The field displays the related tickets affected by the user query. The user query is automatically connected to a related record and displayed on its form. The field is displayed when the value of the itsm_inquiry.enable_multiple_related_entities property is false and the related ticket is created.
Related tickets	N	The field displays all related tickets affected by the user query. The user query is automatically connected to related records and displayed on their forms. The field is displayed when the value of the itsm_inquiry.enable_multiple_related_entities property is true and at least one related ticket is created.
Subject	Y	Add a brief description of the issue.
Description	N	Add a detailed description of the issue.
State	Y	This field displays the work state. Available states: Unprocessed Processed Dropped
Urgency	Y	Specify the urgency of the issue. Typically, it is evaluated based on the time remaining until the issue impacts the business. For more information, see the Priority Management article.