Why It Matters
Standardizing how technicians fulfill requests ensures that employees get their hardware or software promptly, and guarantees all actions are properly logged against the company’s inventory and audit trails.
How to Do It
- Access the Queue: Navigate to Assistance → Tickets from the main navigation bar to view a list of all pending tickets.
- Review the Request: Click on your assigned service request and review the specific custom fields and answers the user provided via the service catalog form to understand exactly what asset or access they need.
- Fulfill the Need: Open the ticket’s Items tab and click Browse Items. Forms with fulfillment criteria filter the list by default. Select the required item and complete the appropriate action, such as checking out a laptop or updating software license entitlements. See Take Actions on Items from Tickets for the criteria filter and available actions.
- Document and Close: Document your steps by adding a note in the Followups tab, and then change the ticket’s overall status to Solved.
Next Steps
Resolve a test service request and then check the associated hardware or software asset record to confirm that the checkout or assignment was successfully logged in the system.
