Fulfilling Service Requests in Freshservice

As companies handle several hundred service requests daily, managing them within a predetermined time window can be challenging for IT. 

With Service Request Fulfillment, agents can now easily search for an item in stock and allocate it to the user within the ticket's page, reducing the workload involved in requesting and receiving access to these services.

In order to streamline the process of fulfilling service requests, it is important to understand the different steps involved. The following sections will cover key aspects of the fulfillment process:

• Preparing for Service Request Fulfillment
• Fulfilling Service Requests for Hardware
• Fulfilling Service Requests for Consumables
• Fulfilling Service Requests for Software

Preparing for Service Request Fulfillment

Prerequisite: Before fulfilling a service request, make sure to create a service item and link it to an asset type, product, or software in the Additional Items section of the Service Catalog's Service Settings. If you miss this step, the Fulfill Request option will not be available on the service request's page.

Fulfilling Service Requests for Hardware

1. Once you receive the service request, click Fulfill Request from the requested item’s tab.
2. Choose the quantity required from the number of items in stock for the selected product or asset type (eg. laptop) and click Next. 
3. If there are no assets in stock for the selected product or asset type, you can use the search to find any hardware asset (irrespective of the asset state) in Freshservice
4. Once that’s done, verify and make changes to the asset assignment details and the item stage and click on Assign.

1. You can click the icon -> Edit under Assets tab if you wish to make further changes after a request is fulfilled.
2. To put a particular asset that’s been fulfilled back to stock, click the Assets tab and click the icon -> Delete.

Fulfilling Service Requests for Consumables

1. Once you receive the service request for consumables, click Fulfill Request from the requested item’s tab.
2. Choose the item and enter the quantity required and click Next.
3. Verify and make changes to the item stage and click on Assign. 
4. The quantity in the consumable asset will be updated based on the quantity assigned in the fulfilment process.

Note: In case you don’t meet the required quantity for a particular request, you could choose Partially Fulfilled in the item stage.

1. You can click the icon -> Edit under Assets tab if you wish to make further changes after a request is fulfilled.
2. To delete a particular consumable that’s been fulfilled, go to the Assets tab and click the icon -> Delete.

Note: Once the consumable is deleted after it’s been fulfilled, it will automatically be added back to stock.

Fulfilling Service Requests for Software

1. Once you receive the service request for software, click Fulfill Request from the requested item’s tab.
2. Select the license and the fulfillment stage.
3. Click on Assign to fulfill the request.