---
title: Service Requests and Incidents
slug: neurons-for-itsm/self-service-help/eng/latest/service-requests-and-incidents
docTags: 
createdAt: 2026-06-25T14:18:57.508Z
---

A service request is a request for a service, such as a conference room reservation, new email account, and so on. An incident is an interruption of service such as an account lockout, printer not working, and so on.

When you submit an incident or service request, it is logged with your company Service Desk or Help Desk, where it is processed. You can track the progress from your **My Open Items** list in the **Home** workspace or from the **My Items** workspace.

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:::hint{type="info"}
Service Catalogue choices and forms depend on how your company configured Neurons for ITSM. See [Default Catalogue Offerings](<https://help.ivanti.com/ht/help/en_US/ISM/2026/admin-user/Content/ServiceDesk/ServiceCatalog/Default Catalog Offerings.htm>) to know the list of Service Catalogues available out-of-the-box.
:::

::::ExpandableHeading
## To submit a Service Request

1. Service CatalogueFrom the workspace menu, click .
2. Browse by category in the left navigation pane. When you find the correct item to place a request for, select it in the main pane.
3. In the form displayed, enter information into the fields as needed. If it's more than one page, click **Continue** (in the bottom right) to progress through the form. Each form is different, depending on request type you selected.
4. After entering all the required information, click **Review & Submit**.
5. Review the information for accuracy. To make any changes, click **Edit/Back**.
6. Click **Submit**.

:::hint{type="info"}
Once the request is submitted, you can't go back, edit, or delete the form.
:::

Track the request from your **My Open Items** list in the **Home** workspace or in the **My Items** workspace.

You may receive email updates from the Service Desk or Help Desk requiring additional information about the request. If this occurs, respond within the period of time indicated in the email; otherwise, the request will automatically close without resolution.
::::

If you need to update an in-progress service request with a note or an attachment such as an image or a document, you can do so. For details, see [My Items](docId\:q7DuoE4WpP3OSNusf7iIC).

:::ExpandableHeading
## To report an incident

1. From the workspace menu, click **Service Catalogue**.
2. In the left navigation pane, click **Report New Incident**. From the main pane, select the option that matches your problem. If your issue doesn't match the available options, click **New Incident**.
3. In the form displayed, enter information into the fields as required. Before doing so, browse the **Possible Solution** panel on the right to see if you can resolve your issue with one of the suggested fixes:
   - If a related article appears to match your issue, click the title to open it.
   - If the solution works, click **Resolve** (bottom right of the panel) to close the incident. If it does not work, then click **Back** (top left of the panel) to check other solutions.
4. If no solution works, fill out the fields as required.
   - In the **Description** field, provide details that thoroughly describe your problem.
   - In the **Urgency** field, select the level of urgency that this problem presents.
5. Click **Save Incident**.

Once saved, the issue becomes an incident with an ID that you can track in your **My Open Items** list in the **Home** workspace or in the **My Items** workspace.

You may receive email updates from the Service Desk or Help Desk requiring additional information about the incident. If this occurs, respond within the period of time indicated in the email; otherwise, the incident will automatically close without resolution.
:::

:::hint{type="info"}
To find partial matches, you can use **\*** and **%** as wild cards in searches.
:::

You can't edit an incident once it's logged, but you can update it with a note or attachment (such as an image, document, and so on). You can also close an incident, regardless of its current status. For details, see [My Items](docId\:q7DuoE4WpP3OSNusf7iIC).