--- schema_version: "1" id: 921de16432be1e15297f981e6eb83afb4b706a63dd264f1a2893941db3fb6037 title: Service Requests for IT Asset Management collection: admin version: current locale: en-us portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/it_srvcs_asset_mgmt_srvc_rqst.md canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_srvc_rqst.htm&release=264.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: 5da32b396567b7631ff8fab44b2a57d966bcdc515bafda6a0c5a42770ed711ca description: Streamline IT hardware and service fulfillment with direct employee self-service channels. products: - Service Cloud - Agentforce IT Service release: "264" --- # Service Requests for IT Asset Management Streamline IT hardware and service fulfillment with direct employee self-service channels. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
Replacing generic case objects with purpose-built service requests gives IT teams an auditable, consolidated view of hardware workflows. This reduction in technical debt simplifies operations. Employees submit access requests, provision hardware, schedule returns, and update active requests without manual IT intervention. ## Intake and Creation Channels Employees initiate service requests through multiple self-service entry points: - **Agentforce Employee Portal**: Browse the Unified Service Catalog to locate organized offerings such as Hardware Requests. See [Agentforce Employee Portal](https://help.salesforce.com/s/articleView?id=service.it_srvcs_portal_setup.htm&type=5&language=en_US). - **Collaboration Tools**: Trigger service requests directly within conversational channels in Slack and Microsoft Teams. - **Conversational AI**: Interact with AI agents by using natural language to submit details, check status, or update active requests in comment threads. - **Knowledge Articles**: Open a relevant service request directly from an asset knowledge article page on the portal. See [Knowledge Articles](https://help.salesforce.com/s/articleView?id=service.it_srvcs_knwldg_mgmt.htm&type=5&language=en_US). - **Incident Conversion**: Generate a standard service request directly from an active incident record when disruptions require standard provisioning or access. ## Autonomous Request Modifications and Guardrails To run updates safely before critical fulfillment milestones occur, AI agents evaluate modification requests against predefined stage-based guardrails. | Permitted Autonomous Change | Guardrail and Execution Rule | | --- | --- | | Delivery Address Changes | Allowed until the physical device ships. Automatically updates the Service Request, Fulfillment Order, and Shipment records. | | Request Cancellations | Allowed until shipment. Cancels downstream fulfillment artifacts and releases soft inventory reservations. | | Delivery Preferences | Updates special delivery instructions or timing preferences before shipment. | ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_note.png) Note Execution halts automatically if a request violates a guardrail or contains ambiguous details. The request escalates to the assigned IT fulfiller with full conversation context. ## Administrator Configuration and Behavior - **Conversational Modifications**: Post-submission conversational modifications are enabled by default. Restrict or turn off this behavior by turning off the **Employee Asset Management Agent** or adjusting organizational guardrails in Setup. - **Programmatic Updates**: Programmatic `UPDATE` operations work on Service Request Invocable Actions. Custom Flow and Orchestrator processes run updates directly against active requests. - **Campaign Tracking**: Use the Campaign lookup field on bulk asset tracking entities. Maintain centralized tracking for rollouts, hardware refreshes, and employee offboarding campaigns. ## Service Catalog Templates Admins install preconfigured catalog templates to standardize intake for hardware and endpoint services. Available templates include: - Request New Laptop - Request New Monitor - Request Laptop Hardware Upgrade - Request Device Return - Report a Lost Device ## Unified Status Lifecycle Every service request moves through a structured status model to provide transparent tracking from intake to resolution: **Draft** → **Submitted** → **Approved** → **Assigned** → **In Progress** → **Completed** → **Closed** or **Canceled**. Complex multi-step workflows dynamically update status to **Waiting** between stages. For example, a Hardware Refresh involves delivering a new device while reclaiming an old one. This state alerts the fulfiller that an intermediate action is required. Employees monitor lifecycle progression in real time on the portal's **My Tickets** tab. #### See Also - [Endpoint, Hardware, and End-User Service Templates](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_hrdwre_prnt.htm&type=5&language=en_US) - [Agentforce Employee Portal](https://help.salesforce.com/s/articleView?id=service.it_srvcs_portal_setup.htm&type=5&language=en_US) - [Knowledge Articles](https://help.salesforce.com/s/articleView?id=service.it_srvcs_knwldg_mgmt.htm&type=5&language=en_US) - [Request Management for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_parent.htm&release=264.0.0&type=5 "Help employees request essential IT services and get technical support through their preferred self-service channels. Your employees can submit requests by using the employee portal, Slack, Teams, or Agentforce. This standardized approach captures every request accurately and routes it to the correct fulfillment team for prompt resolution. For example, employees can request VPN access or a new laptop without needing to contact the IT help desk directly.") - [IT Service Catalog Library](https://help.salesforce.com/s/articleView?id=service.it_srvcs_rqst_mgmt_sci_catalog_libry.htm&release=264.0.0&type=5 "Explore the available service templates to build a catalog of IT offerings for your employees. The library provides templates with preconfigured attributes and intake flows for common areas, such as hardware, software, and facilities. Several templates also include automated fulfillment flows that you can customize to meet your company's specific requirements.") - [Request New Hardware](https://help.salesforce.com/s/articleView?id=service.it_srvcs_asset_mgmt_request_hw.htm&release=264.0.0&type=5 "Request internal IT devices like laptops, monitors, or phones through the self-service portal. This process automatically generates a service request record for the IT fulfillment team to process and distribute your device.") - [Manage Incidents for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_inc_manage_inc.htm&release=264.0.0&type=5 "Create and manage incident records reported by employees or the incident records created from emails, voice, and chat conversations. Track, investigate, and resolve issues, and link incidents to related records, such as problems and change requests.")