ITSM / Team Requests

Team Requests

Your team's daily work queue, triage, assign, and fulfill service tickets without wading through every request in the company.

Real-world scenario

Maya Chen · IT Manager at Bluewave Labs

Carlos on the IT Operations team starts his morning in Team Requests: three Figma licenses, one monitor request, and a VPN access ticket Sophie filed overnight, all routed to his team by service configuration.

Before you begin

  • ITSM license enabled
  • Membership on an IT team that owns catalog services

Overview

Team Requests is where IT does day-to-day fulfillment. Tickets land here based on each service's assignee team, when Sophie submits a Figma License Request, it routes to the team Maya configured on that service.

For example

Carlos filters My team's open tickets and sees Sophie's VPN Access Request (unassigned, Normal priority) at the top. He assigns it to himself and moves status to In Progress.

Queue workflow

  1. 1

    Open Team Requests

    In ITSM, go to Team Requests. You'll see tickets assigned to your team, not the entire org.

  2. 2

    Filter your queue

    Narrow by team, status, priority, or service. Start with unassigned and SLA-at-risk views.

  3. 3

    Claim or assign

    Assign unowned tickets to yourself or a teammate. The new assignee gets a notification.

  4. 4

    Update as you work

    Change status to In Progress, add comments, and note internal context for handoffs.

  5. 5

    Resolve and close

    Mark Resolved when Figma is provisioned or the monitor is ordered. Close when no follow-up remains.

Filters and views

Common views your team will use:

  • My team's open tickets. Active workload
  • Unassigned within team. Items nobody has claimed yet
  • High priority and SLA-at-risk. Escalations first
  • By service or category. e.g. all Hardware requests this week

Team leads can reassign within the queue. Assignment changes appear in the activity feed and notify the new assignee.

Team vs org-wide queue

Service Tickets explains the full lifecycle, statuses, SLAs, comments. Team Requests is the same ticket records, scoped to your team for faster triage. Maya uses Service Requests when she needs cross-team visibility or exports for leadership.

Employee view

Sophie sees only her own requests in the Employee Portal, not your internal queue or other people's tickets.

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