Sample Service Exchange service requests

Some common Service Exchange service requests are as follows:

• Help requests
• Service-affecting issues​
• Requests for changes in service

Service Exchange request fulfillment process

1. The customer selects a Service Exchange related item from the service catalog.
2. The customer provides the information in the Service Exchange and clicks Submit. When the customer places the request, the Ticket View appears.

   Within the view, the customer can add comments that are replicated in the provider's instance.

3. In the customer's instance, a single tracking task type, the provider request, is generated, regardless of the service.
4. The provider request is replicated on the provider's instance, triggering a flow that triggers a fulfillment task.
5. The state of the request in the customer's instance is set to Received.
6. In the provider's instance, an agent takes ownership of the case by clicking Assign to me.
7. After an agent takes ownership, the state of the provider request in the customer's instance is updated to Work in Progress.

   When the agent posts a work note on the provider's instance, the note is replicated in the customer's instance. Notes that the customer posts are replicated in the provider's instance.

8. After the agent resolves the request, sets a resolution code, and clicks Propose solution, the state of the provider request in the customer's instance is updated to Resolved.

   The Actions menu displays the following options, such as Accept, Reject, or Cancel.

9. If the customer accepts the resolution, the state of the provider request on the customer's instance, and the state of the request on the provider's instance, are updated to Closed.