Moteurs Baudouin is changing its system for collecting and handling IT incidents and requests.

Say goodbye to the Smartsheet "IT request", and please welcome MB Request, our new IT Service Management!

Please note that this system does not replace other Smartsheets such as "Maintenance request" (at least not yet).


Before we learn how to use MB Request, let see some benefits provided by Fresh Service:


  • A website accessible both at the office and at home.
  • A unified tool to report incident and request IT equipment and softwares through tickets :
    Discover what is a ticketing system by clicking here.
  • User friendly interface, simple and elegant.
  • Interaction with your IT Support team.
  • A knowledge base where you can find helpful information to solve your problem by yourself


Now that you are convinced that MB Request is the best tool, let us discover together how to get started.
First, you must have received an email containing a link to activate your MB Request account and select your password.
Here is what this email looks like :




Clicking on the link will open a new page in your browser, where you can define your password. This password should be unique, and respect some basic security principle. For further information, you may visit Microsoft Password Guidance. Once you have created a password and confirmed it in the form, click on "Activate and Login":

Please note that the login associated to your password respects the following pattern : [first letter of your first name].[your last name]@baudouin.com.
For example, our test user John Smith's login is [email protected]


Your account is now activated and you are automatically redirected to the Home Screen:






Let's analyze the structure of the Home page and how you can interact with it:



  1. At the top of the screen you will find a blue header, available no matter what page you are on. This header is divided into several tabs:
    • Home: This link takes you to the Home screen. This is where we are at the moment.
    • Solutions: This link takes you to the Moteurs Baudouin knowledge base, where you may find another cool article like this one.
    • Tickets: This link takes you to the list of tickets currently opened by you.
    • Service catalog: This link takes you to a page where you can request IT equipment, softwares, employee On-boarding, or even open project requests.
    • Notifications (bell icon): This pop-up displays any updates to your pending tickets, like approvals, new comments, or ticket closure notification.
    • Your profile (personal picture): Here you can edit your Fresh Service profile and sign out from the website.
    • New ticket button: This button takes you to the incident form, where you can report any IT problem impacting your work.

  2. Just under the blue header, you may find a search bar. The results displayed are links to knowledge base articles, tickets id or products in the service catalog.

  3. The announcement banner, where the IT Support will keep you informed about scheduled maintenance or on-going incident.

  4. Useful links.

  5. Links to popular services & solutions.


You are now familiar with the main screen of Fresh Service. For further information, you may read how to: