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.

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.

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. 

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.

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. 

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.

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 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. 

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: