ITSM / Service Requests

Service Requests

The org-wide view of every service ticket, use it for escalations, reporting, and cross-team visibility when Team Requests isn't enough.

Real-world scenario

Maya Chen · IT Manager at Bluewave Labs

A VP asks how many Figma requests are stuck company-wide. Maya opens Service Requests, filters by service and status, and exports the list, without asking each team lead separately.

Before you begin

  • ITSM license enabled
  • Admin or appropriate IT role to view org-wide tickets

Overview

Service Requests is the admin queue for all service tickets in your organization. Carlos uses Team Requests for his team's daily pile; Maya uses Service Requests when she needs the full picture, escalations, leadership reports, or tickets that span multiple teams.

For example

Filter: Service = Figma License Request · Status = In Progress · Last 30 days → 8 tickets, 3 unassigned, 1 SLA at risk.

Queue workflow

  1. 1

    Open Service Requests

    In ITSM, go to Service Requests (or Service Tickets admin view). You'll see every ticket in the org.

  2. 2

    Apply filters

    Narrow by status, priority, service, assignee, or date range. Save common filters for weekly reviews.

  3. 3

    Sort by urgency

    Sort by SLA risk, created date, or last updated so aging VPN or monitor requests surface first.

  4. 4

    Open and act

    Click a row to assign, comment, change status, or review Sophie's form answers in the detail drawer.

  5. 5

    Bulk actions when needed

    Select multiple tickets for mass assignment or status updates, useful after a deployment closes.

Ticket detail

The detail view shows form responses (manager email, justification, monitor size), activity history, linked service metadata, and SLA timers. For status definitions and comment types, see Service Tickets.

Sophie's submission data is also available under Form Responses if you need a form-centric export rather than a ticket-centric view.

When to use which queue

  • Team Requests. Carlos fulfills today's Figma, monitor, and VPN tickets for IT Operations
  • Service Requests. Maya audits backlog across teams, handles escalations, runs exports
  • Employee Portal. Sophie sees only her own requests and comments meant for her

Same tickets, different lens

Both queues show the same underlying service tickets. Filters and scope differ, pick the view that matches your job, not two systems to reconcile.

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