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Service Requests for IT Asset Management
Employees initiate routine IT service delivery workflows directly through self-service portal channels for system access and hardware provisioning.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service. |
Service requests replace the generic Case object as the primary anchor entity for hardware lifecycle workflows. This asset-first entity supports hardware requests, asset reclaims, and asset refreshes.
This purpose-built entity eliminates the technical debt from fragile legacy customizations. It stabilizes platform architecture. A streamlined design equips IT fulfillment staff with a consolidated, 360-degree view of employee requests. This view ensures an auditable, consistent delivery pipeline.
Intake and Creation Channels
Employees can initiate service requests through multiple self-service channels:
- Agentforce Employee Portal: Employees browse the Unified Service Catalog to locate organized offerings like Hardware Requests. See Agentforce Employee Portal.
- Collaboration Tools: Staff trigger requests directly within Slack and Microsoft Teams.
- Conversational AI: Employees interact with Agentforce agents by using natural language to provide specific request details.
- Knowledge Articles: Employees open a relevant service request directly from an asset article page on the portal. See Knowledge Articles.
- Incident Conversion: IT fulfillers generate a service request from an existing incident record if a disruption requires standard access or provisioning.
Service Catalog Templates
Admins streamline request management by installing preconfigured catalog templates. These templates standardize intake for hardware and endpoint services, including:
- Request New Laptop
- Request New Monitor
- Request Laptop Hardware Upgrade
- Request Device Return
- Report a Lost Device
Unified Status Lifecycle
To ensure transparent tracking from intake to resolution, every service request follows a structured, unified status model:
Draft → Submitted → Approved → Assigned → In Progress → Completed → Closed or Canceled.
Complex, multi-step workflows like a Hardware Refresh combine fulfilling a new device and reclaiming an old one. The status dynamically updates to Waiting between stages. This state notifies the fulfiller that an intermediate action is required. Employees monitor this lifecycle progression in real time via the My Tickets tab on the employee portal.
