# Create a request

> [HTML Version](add-request.html)

Requests are inquiries submitted by clients or company employees and registered in the [Requests](applications.md) app.

Requests can be added manually by an operator or submitted by the client via the external portal page.

Requests can also be registered automatically in the app when a user contacts a [live chat](chat_lines.md). To set this up, contact your system [administrator](360006871932.md#administrators). For more information, see [Set up channels for receiving requests](set-channels-for-receiving-requests.md#line-settings). 

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Request creation relies on the following directories: [SLA](sla-level.md), [Services](services.md), [Contacts](360012584960.md), [Companies](360012584980.md) and **Internal Users**. Before using the **Requests** app, make sure these directories are properly filled in.

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To register a new request, the operator should click **+ Request** on the [home page](servicedesk-main-page.md) or in the **Requests** app and fill in the required fields.

**(create-a-request-1.png)**

- **Request type\***. Select the type of request from the dropdown list. By default, the available types are **Service request** and **Incident**.   
  
To specify a different type, it must be added to the **Requests** app form. Contact your system [administrator](360006871932.md#administrators) to do this. For more details on adding custom request types, see [Install and set up the Service Desk solution](servicedesk-first-setting.md).

- **Incident category**. In the **Incident Category** directory, select the topic group that the request belongs to. For example, if a hardware issue is reported, select the **Hardware issues** category.

- **Impact level**. In the **Impact Level** directory, select the metric that indicates how much the issue affects users. For example, whether the problem is affecting a single employee or blocking an entire department’s work. This helps the operator determine the priority of the request.

- **Urgency**. Specify how urgent the request is: **Low**, **Medium**, or **High**.

- **Priority**. This value is assigned automatically according to rules manually defined in the [Prioritization](servicedesk-catalogs.md#prioritizing) directory. For example, you can configure a rule where a request of the **Incident** type with the** All users** impact level and **High** urgency will automatically be assigned a **Critical** priority.  
  
If the system fails to determine the priority, you’ll see a message about it. In this case, set the request priority manually: **Critical**, **High**, **Medium**, or **Low**.

- **Service catalog**. Select the catalog that includes the service related to the request.

- **Service\***. Select the service that will handle the request. Click the magnifying glass icon to choose an item from the **Services** app.

- **Configuration unit**. Select the equipment associated with the request from the company’s asset base in the [CMDB](configuration-management-data-base.md) app.

- **Template**. This field appears if the request type is **RFC**, and a template has been created for the selected service in the  [Request Templates](servicedesk-catalogs.md#application-templates) directory. If a template is selected, the **Request text** field will be filled in automatically.

- **Subject\***. A short summary of the request.

- **Request text**. Detailed information about the request. You can use Markdown markup language or the WYSIWYG editor to format the text.

- **Tags**. Keywords or phrases from the [Tags](servicedesk-catalogs.md#tag) directory that relate to the request topic. Tags can be used to filter and search requests by parameters. To create a new tag, click **+Create**. To remove a tag, click the cross icon.

- **Attachments**. Files provided by the client. To delete a file, click the trash bin icon.

**From** section: 

- **Applicant (external)\*** / **Applicant **. The user who submitted the request. The list of external users is stored in the **Contacts** app, while the list of internal employees is in the [Internal Users](servicedesk-first-setting.md#full-system-objects) app.

- **Company\***. This field appears when an external applicant is selected. Indicate the organization the client represents.The list of companies is stored in the **CRM** > **Companies** app. You can also [add a new company](360012584980.md) by clicking +**Create**.

- **Contract**. This field appears when an external applicant is selected. It indicates the contract concluded with the client for the specified service.

- **Contact information**. The applicant’s account is filled in automatically.

**Responsible **section: 

- **Responsible**. The employee who will handle the request. This field can be filled automatically if responsible users are assigned to the selected service:

	- If the service has one responsible person, their name will appear in the field.

	- If multiple users are assigned, the operator with the fewest open requests will be selected.

- **Current support group**. Specify the [support group](servicedesk-catalogs.md#support-level) for the new request. 

Click **Save**. 

The created request will appear in the **Requests** app. If no operator is assigned, the request will have the **New** status. If an operator is assigned, the status will be **Accepted**.

## Duplicate check 

When an operator creates a request and fills in the **Request type**, **Service**, and **Applicant** fields, the system checks for similar open requests.

If duplicates are found, a notification with links to them will appear. The operator can review the details of existing requests by clicking these links.

Duplicates do not prevent the new request from being registered.

For more details on working with duplicates, see the [Merge duplicates](merge-duplicates.md) article.