Process User Queries

Once a user query is created, it should be processed by an ITSM agent. The processing of a user query involves its classification as one of the specific record types.

Processing a user query changes its state.

Create other record types from user queries

After you analyze a user query, you can classify it by creating a record of another type on its basis:

• a service request
• an incident
• a problem
• a change request

When processing a user query, you can also create an announcement.

To classify a user query, complete these steps:

1. Navigate to User Queries → All User Queries.
2. Open the user query you need to classify.
3. Select the appropriate record type by clicking the corresponding button in the upper-right corner of the form.

Create a service request from a user query

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After a user query is analyzed, a service request can be created from it. To do so, complete the steps below:

1. Navigate to User Queries → Unprocessed.

2. Open the required user query.

3. Click Service Request in the top-right corner of the form. The request model selection widget opens.

4. Specify the required service request model in the corresponding field.

   • Leave the field empty if this request is classified as non-typical. When you click Continue, you are redirected to the create a new request form.
   note

   Starting from ITSM Application version 1.7.1, the request models from the REM service catalog are used. However, you can still use request templates as in previous versions. To learn how to do so, see the instruction below.

5. Click Continue.

6. A widget appears on the user query form that contains the request model name, REM fields and the Copy caller from the user query checkbox. The checkbox is selected by default. Clear the checkbox to make the current user who creates the Service Request is the Caller.

7. Fill in the mandatory fields and click Create. A request record is created, and you are automatically redirected to it.

Create a service request using a request template

To use templates as request models, set the itsm.service_request.use_rem_request_catalog system property to false. To find it, navigate to System Properties → All Properties.

Then the sequence of steps to create a service request from a user query is as follows:

1. Navigate to User Queries → Unprocessed.
2. Open the required user query.
3. Click Service Request in the top-right corner of the form. The request model selection widget opens.
4. Select a previously created request template in the corresponding field.
   • Leave the field empty if this request is classified as non-typical. When you click Continue, you are redirected to the create a new request form.
5. Click Continue.
6. Fill in the mandatory fields in the request form.
7. Click Save or Save and exit to apply the changes.

As a result:

• The original user query state is changed to Processed.
• A new service request record is created in the Registered state.
• The Subject, Description, Urgency, Contact type, and Followers list fields are automatically populated with the values from the original user query.
• A reference to the original user query is automatically added in the Related user query field of the Related Records section.
• A reference to the created request is automatically added to the Related ticket field of the original user query.
• If a REM request model is used:
  • The Model Attributes section is added to the request, containing the REM-attributes of the model used.
  • The request model is automatically specified in the Related request model field.

Create an incident from a user query

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tip

Role required: incident_manager.

After a user query is analyzed, an incident can be created from it. To do so, complete the following steps:

1. Navigate to User Queries → All User Queries.
2. Open the user query you want to create an incident from.
3. Click the Incident button in the top-right corner of the form.

When you create an incident from a user query, they are linked to each other:

• The reference to the incident is displayed in the Related ticket field of the user query.
• The reference to the user query is displayed in the Related Records tab of the incident.

note

You can only create an incident from an unprocessed user query. If an incident, problem, change request, or service request has already been created from a user query, the buttons shown above are hidden from the form.

Create a problem from a user query

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After a user query is analyzed, a problem can be created from it. To do so, complete the steps below:

1. Navigate to User Queries → Unprocessed.
2. Open the required user query.
3. Click Problem in the top-right corner of the form.
4. Fill in the mandatory fields in the problem form.
5. Click Save or Save and exit to apply the changes.

As a result:

• The original user query state is changed to Processed.
• A new Problem record is created in the Registered state.

Create a change request from a user query

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After a user query is analyzed, a change request can be created from it. To do so, complete the steps below:

1. Navigate to User Queries → Unprocessed.
2. Open the required user query.
3. Click Change Request in the top-right corner of the form.
4. Select a previously created change template from the dictionary. This field is mandatory.
5. Click Create to confirm the selection, or Skip to cancel. In the second case, you will need to select the Change type.
6. Fill in the mandatory fields in the request form:
7. Click Save or Save and exit to apply the changes.

As a result:

• The original user query state is changed to Processed.
• A new Change Request record is created in the Registered state.

Create an announcement from a user query

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You can create an announcement from a user query after you analyze it. To do it, complete the following steps:

1. Navigate to User Queries → Unprocessed.

2. Open the user query for which you need to create an announcement.

3. Click Announcement in the upper-right corner of the page. This opens the form of the Service Announcement (announcement) table.

4. Fill in the fields on the announcement creation form. Some of the fields are prefilled, including with the information from the user query. From these, only the Subject and Description fields are editable at the announcement creation.

   Prefilled announcement fields

   • Subject: the Subject of the user query
   • Description: the Description of the user query
   • Related User Query: the reference to the user query
   • State: Draft
   • Type: General Information

After you create the announcement, it can be reviewed and published. You can do this by changing the announcement's State.

Creating an announcement does not lead to any changes in the user query. You can continue processing it.