---
title: Setting Up Request Management
slug: neurons-for-itsm/admin-user-help/enu/latest/setting-up-request-management
createdAt: 2026-07-14T19:16:47.708Z
---
The **Application Setup - Request Management** page is part of the **Application Setup** workspace. Use this page to customize how the Service Desk handles request management processes.
*Application Setup - Request Management Page*
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:::hint{type="info"}
This is one step of the application setup process. For more information about this process, including how to access this page, refer to [Setting Up the Application](docId\:IZzWdgowQyqp2Q-YsgYXS).
:::
Refer to the following sections:
- [Defining the Services Provided](docId\:YJ81_fzp1TWgcwCS76HYL)
- [Defining the Steps for the Request Lifecycle](docId\:YJ81_fzp1TWgcwCS76HYL)
- [Determining the Request Offerings for the Service Catalog](docId\:YJ81_fzp1TWgcwCS76HYL)
## Defining the Services Provided
Use the **Application Setup - Services Provided** page to add and manage the services provided by your IT department. You can customize this set or save them and return later to add or update the services.
You can support the following services:
- Application development service
- Benefits management
- Communication service
- CRM service
- Data service
- Demo service
- Desktop service
- Email service
- Employee administration
- Employee development
- Enterprise application service
- Facilities management
- Financial service
- HR application
- IT general administration
- Mail service
- Mobile communication
- Network service
- Payroll administration
- Printing service
- QA
- Server administration
- Service desk
- Supply chain
- Travel management
- Web hosting service
Follow these steps:
1. Click **Services Provided**. The application displays the **Application Setup - Services Provided** page.
2. To add a new service, do the following:
1. Click **Add Service**.
2. Enter a name and description for the new service.
3. Click **Save & Activate**. The application adds the service to the list and makes it active. By default, each service is active and available for customization.
3. Click **Edit** to edit the description of a service.
4. Click **Next** to go to the next page.
## Defining the Steps for the Request Lifecycle
On the **Application Setup - Request Lifecycle** page, you select the actions to take at each stage of your request management lifecycle. If you have advanced lifecycle requirements, you can define them later.
The default request management lifecycle settings are:
- Service request created using Service Catalog
- Request item workflow initiated
- Approval required
- Approved
- Notification sent to customer
- Task created
- Notification sent to owner and team
- Task completed
- Notification sent to requester
- Service request closed
Follow these steps:
1. Click **Lifecycle**. The application displays the **Application Setup - Change Lifecycle** page.
2. For each change lifecycle stage, check the quick actions to occur.
3. To automatically send an email when the application updates the change to the associated status, do the following:
1. Check **Send Email**.
2. Use the associated drop-down list to select a notification type, such as **Send Notification when Service Req is fulfilled**.
3. Click **Preview Email** to preview the message.
4. To add another quick action to this lifecycle stage, do the following:
1. Click **Add another action**.
2. Select a quick action type. You can select from the following quick actions: **Composite**, **Insert Child Object**, **Run For Child**, **Send Email**, and **Update Object**.
3. Select a quick action. The application lists the quick actions that are associated with the selected quick action type.
4. Click **Save**.
5. Click **Next** to go to the next page.
## Determining the Request Offerings for the Service Catalog
On this page, you determine the request offerings to publish to the Service Catalog.
| Category | Request Offerings |
| -------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Application Administration | New application access request
Web site move request |
| Communications Services | Audio conferencing services
Mobile network access
Mobile phone request
Mobile smart phone request
New smart phone request
Video conferencing services |
| Facilities Services | Conference room reservation
Elevator servicing
Escalator servicing
Heating and cooling
Lighting
New office equipment
Office move
Shipping and mailing request
Travel request |
| General Services | Frequent traveler setup
Overnight standby request
Request for information/documentation
Request for new service offering |
| HR Services | Address change
Benefits package claim
Benefits package enrollment
Benefits package waiver
Bonus request
Direct deposit
Employee termination
Employee transfer
Federal exemption update
Leave request
Name change
New employee setup
Order business cards
Performance improvement action
Personal information update
Shift differential request
Time off request
Training course request
Tuition assistance request |
| IT Services | Archived - Optional software installation request
Archived - Optional software multiple installation request
Copy request
Create distribution list
Data backup
Data restore
Desktop computer loaner
Domain password reset
Equipment return
FTP request
Hardware provisioning
Laptop computer laoner
Loaner equipment request
Mailbox quota request
Multiple software request (legacy)
New computer request (legacy)
New email account
Optional software installation request
Optional software multiple installation request
Release quarantines attachment
Reprovision computer request
Request computer accessories
Software installation request (legacy)
Software uninstallation request (legacy)
System access
Tablet request
Web site access request |
| Report New Incident | Account lockout - domain
Account lockout - HR application
Cannot access drive X
Daily backup failure
Desktop application failure
Email - Cannot open Outlook
Mobile phone - email issue
New incident
No dial tone on my phone
PC is very slow
Printer out of toner
Voicemail problem
VPN connection failure |
1. Click **Offerings**.
2. Check **Show offerings for deactivated services** to show the request offerings for deactivated services.
3. Highlight a service to display all of the service requests that are associated with it.
4. To rename a request offering, do the following:
1. Click **Rename**.
2. Edit the name.
3. Click **Save**.
5. By default, all request offerings are activated for customer access. Click **Deactivate** next to the request offering name to deactivate a request offering for the entire organization. Click **Activate only** to activate it again.
6. To manage the active request offerings for each organization, do the following:
1. Click **Edit Subscriptions**.
2. Check **All customers in my company are entitled to this service** to make this request offering available to everyone.
3. To make the request offering available to only certain customers, uncheck **All customers in my company are entitled to this service** and check the groups to make this request offering available to.
4. Click **Save**.
7. Click **Next** to save your settings and go to the next page. Refer to .