Managing service requests as a fulfiller

This guide explains how to manage, track, and complete service requests assigned to you or your team in Stampli.

Prerequisites

Before managing service requests, ensure you have one of these required permissions:

Service Ticket Owner (resolves service tickets)
Procurement Specialist (codes & routes service tickets for approval)
Procurement Admin
Procurement Approver (reviews & approves service tickets)

Finding service requests assigned to you

Accessing your dashboard

Log in to your Stampli account
Navigate to "Procurement" in the left navigation menu
Click on the "Service Tickets" tab
You'll see a list of service tickets that require your attention

Understanding the service tickets list

The service tickets list displays key information about each ticket:

Requester: The person who submitted the request
Service Ticket: The unique identifier for the ticket
Title: A brief description of the request
Type: The category of the service request
Last Update: When the ticket was last modified
Date Needed: The deadline for completion
Owner: The person or team responsible for fulfillment

Reviewing and processing a service ticket

Opening a ticket

Click on the service ticket reference number or title to open it

2. Review the request details, including:

Status (New, In Progress, Completed)
Date needed
Location information
Department
Request description
Any attached files or links

Understanding the request panel

On the right side of the screen, you'll see:

Service ticket approval history
Communication history
Request line items that need to be fulfilled
Status options for each line item

Taking action on service requests

Adding comments

Click the "Comment" button at the top of the ticket

2. Type your comment in the text field

3. Optionally attach files by dragging them to the upload area or clicking "Upload file"

4. Click "Save" to add your comment to the ticket history

5. Comments are visible to all users with access to the ticket

Asking questions

If you need more information:

Click "Ask a Question" at the top of the ticket

2. Select the person you want to ask from the dropdown menu

3. Type your question in the text field

4. Optionally attach supporting files

5. Click "Send"

6. The recipient will be notified and can respond within the ticket

Updating line item status

For each line item in the request:

Locate the line item on the right panel under "Update the status for each request line"

2. To mark as complete:

Select the "Completed" option
Click "Save" when prompted
The line item will be marked as completed and the requester notified

3. To cancel a line item:

Select the "Canceled" option
Enter cancellation details in the field that appears
Click "Save"
The requester will be notified about the cancellation and your reasoning

Completing the entire ticket

When all line items have been addressed:

Click "Complete" at the top of the ticket
Review the ticket to ensure all components have been fulfilled
The ticket status will change to "Completed"
The requester will be notified that their request has been fulfilled

Rejecting a service ticket

If a service ticket cannot be fulfilled:

Click "Reject" at the top of the ticket

2. Select the reason for rejection from the dropdown menu

3. Add additional comments explaining the rejection

4. Click "Reject Service Ticket"

5. The requester will be notified about the rejection and your reasoning

Best practices for fulfilling service requests

Provide regular updates: Keep the requester informed about progress, especially for complex or time-consuming requests
Document your work: Add comments describing what you've done to fulfill the request
Ask for clarification early: If anything is unclear, ask questions as soon as possible to avoid delays
Update status promptly: Mark line items as complete as soon as they're finished
Include details when canceling: When you must cancel a line item, provide clear reasoning