Raise help request for a workplace inquiry

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read

    • Submit a general workplace service request for issues that need a human response. Request help for issues that are not covered by current automated workflows.

    Before you begin

    Important:
    Starting with Workplace Core (sn_wsd_core) version 2.1, all updates, and new features are available only on the Workplace Service Portal. The workplace services provided by ServiceNow® are removed from the Service Portal on Workplace Core (sn_wsd_core) beginning with version 2.1. To configure the Workplace service catalog in the Service Portal, see Configure a catalog in Service Portal.

    Role required: sn_wsd_core.workplace_user

    About this task

    Request a workplace-related help or raise an issue about anything related to the workplace.

    If the workplace has a QR code available, you can scan the QR code and submit your request.

    Procedure

    1. Navigate to All > Self-Service > Employee Center.
    2. On the Employee Center landing homepage, select the Workplace Services > Maintenance.
    3. Select General request.
    4. On the form fill in the field details.
    5. In the Requested for field, specify the user for whom you are raising the request.
      If a workplace profile is defined for the requester, the Building, Floor, and the Space fields are filled in automatically.
    6. In the Date and time requested by field, select the date and time of the request for the service.
    7. In the Urgency field, select the urgency of the general request.
    8. In the Impact field, select the Impact of the unavailability of the service.
    9. In the What can we help you with? field, enter your query or issue.
    10. Add attachments if required.
    11. In the What area needs attention, specify the location details for which you are raising the request.
      If the Workplace Space Mapping plugin is installed, you can also click the Find the space on a floor map option to select the space directly on the map.

      If employees have a permanent assignment in their workplace profile, the employee names are displayed on the map for a selected space. For more information, see Display permanent seat assignments on floor maps.

      1. In the Location field, select the building where the space is located.
      2. In the Floor field, select the floor where the space is located.
      3. In the Space field, select the workspace.
    12. In the Request help for an item section, choose whether you want to request help for the item that belongs to you or a general workplace item.
      1. If you choose Item that belongs to me option, select the required item from the list.
      2. If you choose General workplace item option, select the required workplace item from the list.
    13. In the Additional details field, enter any additional information or instructions related to the general request.
    14. Select Add attachments to attach any required files.
    15. Click Submit.

    Result

    Your request is submitted.

    What to do next

    Depending on your platform, do one of the following to view your requests:
    • On the Workplace Service Portal, go to the Requests tab to view your requests and reservations.
    • On the Now Mobile app's navigation bar, tap For Me and scroll down to the My Request section to view your requests.
    • In the virtual agent chat, type your question or select Show Me Everything to select from a list of available options.

    If you want to cancel a request, Click Cancel Request.

    When the request is resolved, select Accept or Reject.