within an itsm request, when a requestor has been set and a requested for has not been set, the requestor will copy over to the requested for automatically in addition to this, every time a requested for has been set it will automatically populate the location, phone and email address of that user into the appropriate fields it copies it over, as it will allow the service desk to confirm any contact details in the system and update as required specific to this record, if for whatever reason the itsm request is about that issue it should be noted though that every time a requested for changes, you will lose any changes in the location/phone/email fields finally, if the requestor or requested for is a vip (which is a flag found on the user record), the field itself will be highlighted with a purple border sla status on an itsm request field, the sla status field will be set automatically from the primary sla associated to the itsm request this will be updated as the sla updates client response on awaiting client within the standard workflow of an itsm request there is a workflow status of awaiting client action if an itsm request is in this status and the requested for user updates the record, the record will automatically go back to a state of work in progress create standard knowledge article within an itsm request, it is also possible to create a knowledge article based on content within the itsm request this is done via the config menu found in the top right of the form this utilises the reclassification field map table and does the following itsm request knowledge short description summary short description title id source record n/a knowledge source (itsm request) description content resulting knowledge id create related change within an itsm request, it is possible to create a change from an itsm request in doing so, the itsm request will be automatically associated to the change and certain fields will be copied over automatically this is done via the config menu found in the top right of the form this utilises the reclassification field map table and does the following itsm request field change field assignment group assignment group description description priority priority service service short description short description n/a work journal (a combination of the original itsm request number, classification path and description) related configuration items related configuration items in addition to creating the change from the itsm request, the itsm request will automatically resolve when the related change has completed (assuming the itsm request itself is not already resolved or closed) in addition to this, the incident will receive its closure notes and have work journal updates when it completes convert to incident within an itsm request, it is possible to "convert" an itsm request to incident this does not actually convert the itsm request, but instead creates a request and closes the initial itsm request this is done via the config menu found in the top right of the form this utilises the reclassification field map table and does the following itsm request field incident field assignee assignee assignment group assignment group client journal client journal collaborator collaborator description description email email follower follower location location phone phone priority priority requested by date requested by date requested for requested for requestor requestor service service short description short description source source work journal work journal related configuration items related configuration items status (closed) status (new) closure notes (itsm request has been converted to request req000000) n/a approval functionality itsm requests also offer the opportunity to ask for one or many user's approval the way this operates is through use of the "approver" field found in the "approvals" tab on the itsm request form if there has been a person into this field, it is possible from the "work in progress" status of a request to "request approval" in doing so, everyone in the approver list will be asked for approval, but only one person will need to approve for the record to be considered approved once a record has been approved or rejected, it will return to the work in progress status and you can see who approved or rejected via the approvals related list found under this field auto closure on completion once a record has entered the status of completion, it will auto close by default in 5 elapsed days this behaviour is controlled by two application properties itsm request auto closure enabled enables / disables auto closure functionality itsm request auto closure days the number of days (elapsed) that a record needs to be resolved before closing