Service Request Management Guide
User Guide
BriefSpec
Introduction
Service Requests are a key feature in BriefSpec for capturing, tracking, and resolving customer and project support needs. They help teams log incidents, questions, enhancements, and general service items in one place, assign ownership, and monitor progress through resolution and closure.
Each service request belongs to a project and can be created manually or with AI assistance. Once created, service requests can be viewed in a list or Kanban board, filtered, exported, and updated individually or in bulk depending on your role and permissions.
This guide explains how to create service requests, manage them within a project, and work with the detail tabs available when viewing or editing a service request.
Creating Service Requests
In order to create service requests, a project must already have been created.
Users with the appropriate project role and feature permissions can create service requests. Typical roles with access include Application Admin, Project Manager, Developer, and other roles configured by your tenant administrator.
Navigate to the “Service Requests” tab within a project.
Click the “Add Service Request” button. The following screen comes up.
Service requests can be created in the following ways:-
- Manual Creation
- AI Creation
Manual Creation
For “Manual Creation”, select the Manual tab on the create screen. The system defaults values such as Request ID, Status, and Requester where applicable. Complete the required fields including Pillar, Module / Epic, Title, and Description before saving.
Pillar
The high-level software area or product suite the service request relates to. Select the pillar that best matches the affected software platform.
Module / Epic
The functional area or epic within the selected pillar. This helps route and categorize the request within the project’s software hierarchy.
Status
The current workflow state of the service request, such as Open, In Progress, Pending Client, On Hold, Resolved, or Closed. New requests typically start as Open unless your tenant configuration specifies otherwise.
Request Type
Classifies the nature of the request. Options include Support, Incident, Service Request, Enhancement, and Question.
Priority and Severity
Priority indicates how urgently the request should be handled. Severity indicates the business or technical impact. Both use levels such as Low, Medium, High, and Critical.
Due Date
The target date by which the request should be addressed. Due dates must be today or a future date.
Source
Where the request originated, such as Portal or Others. Available sources are configured for your tenant.
Assigned To
The team member responsible for working the request. You may leave this unassigned when creating the request and assign it later from the list view.
Estimated Hours
Estimated Hours captures the expected effort to complete the request.
Billing
Billing indicates whether the work is Billable or In Retainer.
Title and Description
Title is a short summary of the issue or need. Description provides the full details. Both fields are required. You may also attach files when creating the request.
Attachments
User can upload any relevant documents for the SR.
After entering all necessary fields, click the “Create Service Request” button to save the request using the “Manual Creation” option.
AI Creation
Select the “AI” tab to create a service request through a guided conversational flow. The assistant walks you through the information needed to draft a complete service request.
The AI flow typically asks you to confirm or enter the Pillar and Module / Epic, describe the issue or need in your own words, and then review an AI-generated draft title and description. You can refine the draft before continuing.
You may type your responses or use speech-to-text where available. The assistant then prompts for remaining fields such as Request Type, Priority, Severity, Due Date, Source, Assignee, Estimated Hours, and Billing.
You may attach supporting files before confirming creation. Review the summary on the final screen and confirm to create the service request.
After creation, the service request list view is displayed.
Viewing and Managing Service Requests
All service requests for a project are listed under the Service Requests tab. Use the search box to find requests by ID, title, or other visible text.
Switch between List View and Kanban View using the toolbar icons. List View shows a sortable table with configurable columns. Kanban View groups requests by status so you can track workflow at a glance.
Below is a Kanban view of the SR’s.
Use Advanced Filters to build conditions on fields such as Status, Priority, Assignee, Pillar, and Due date. Active filters appear as chips above the list and can be cleared individually or all at once.
Select one or more rows to use bulk actions. The feature allows you to bulk update fields such as Status, Priority, Assignee, Type and Pillar, or unassign selected requests.
Use Export to download service requests to a file. You can export all visible requests or only the rows you have selected.
The exported file has the all the SR details.
You can also import SR’s in bulk from a excel file. Click on the ‘Import’ button.
You will see the following screen
Upload the file containing the details the SR’s. The application runs an analysis and generates the mapping details. User can choose the AI suggestions or manually map the fields one by one.
Once the import completes, you see the final status of the import.
Inline Editing SR details
Some columns in the SR List View support inline editing directly from the list when you have edit permission.
Service Request Details
When you open an existing Service Request, the detail page shows several tabs depending on your role and tenant configuration.
Basic Details
Contains the main service request fields including Status, Type, Priority, Severity, Assignment, Pillar, Module, Title, Description, Estimated Hours and any custom fields configured for your tenant. Click Save to persist changes.
Time Entries
Log time spent working on the request. Actual Hours on the service request is calculated from approved time entries.
Comments
Add and view discussion comments with other team members. Comments provide an audit trail of communication related to the request.
Attachments
Upload, view, and download files linked to the service request.
Resolution
Record resolution information when closing out a request. Fields may include Resolution Type, Root Cause, Resolved On date, and Resolution Summary. AI-assisted generation may be available to draft resolution comments from the request details.
Activity Stream
Shows a chronological history of changes and actions performed on the service request.
Use the toolbar actions to save changes, cancel and return to the list, or delete the service request when permitted.
Closed service requests cannot be edited. Only the Comments & Time Entry sections can be updated.
All saved service requests remain available under the Service Requests tab of the project for tracking, reporting, and follow-up.