Handling Declined Requests
Service Desk Analyst Training Exercise 14

Handling Declined Requests

Susan Spoc’s shift is over. She was acting as the service desk’s team coordinator. Now you will take over this responsibility. To do so, open your team record in Edit mode and select yourself as its new team coordinator.

Once you have done this, you will notice request #704510 in your inbox. It is a declined request (check the system message in the notes section: Tom Peterson declined the assignment ). Let’s see if you can get this request back on its path toward a resolution.

Start by placing request #704510 in Edit mode. Next, reset the SHB by clicking on the icon. Apply the Personal Computing service instance for which Jim Beck is covered. This overwrites the value in the Service instance field, which is necessary because the issue does not appear to be related to the smart phone service instance that was selected before.

Did you notice how this also caused the Team and Status fields to be updated?

That’s all there is to it. You can now save the request.


The site to which Jim’s person record is linked is located in Boston.

The support team for the “Personal Computing for Research & Development” service instance is indeed the End-User Support team that is located in Boston. Because Jim is covered by an SLA for this specific service instance of the Personal Computing service, the request gets assigned to the team that is located at the site where the CIs of the service instance are located.

The following video provides an overview of the exercise:

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