Page Comparison

BASIC

View

Select a View from the list to display the SRs. You can create different Views to set different filter criteria to view different set of SRs. For more information about creating or updating Views, see Creating/Updating Views.

Click Create View icon to save the filter criteria and view the SRs for the filter criteria again.
On clicking the icon, a new field is displayed where you can type in the View name and save the filter criteria.
Select the Set as default view check box to view the SRs with the saved filter criteria by default.

• If Set as default view check box is selected and the View is saved, the new View or the edited View becomes the default View on the FILTERS pop-up page.
• If Set as default view check box is not selected and the View is saved, the default View of the FILTERS pop-up page is displayed.
• Also, if the User accesses the SR LIST page through ANALYST DASHBOARD, the default View of the FILTERS pop-up page is displayed irrespective of the selection of the check box.

Tenant

Select the Tenant from the list.

Workgroup

Select the Workgroup from the list. You can select multiple workgroup to display the SRs for the selected workgroup

Status

Select the status of the Incidents from the list. You can select multiple status to display the SRs for the selected status.

Assigned To

Select the Analyst assigned to the Incidents. You can select multiple Analyst to display the Incidents for the selected Analysts the SR is assigned to.

SR ID

Specify the SR ID range in the From and To fields.

Caller

Type in the Caller name to view the incidents for the Caller.

Logged By

Type in the Analyst name to view the list of Service Requests raised for user.

Log Time

Specify the SR log time date range in the From and To fields.

Updated Time

Specify the SR updated time date range in the From and To fields.

Scheduled Requests

Select this check box to view the SRs scheduled for you.

Show SRs Update by E-mail

Select this check box to view the list of SRs (with the Show SRs Update by E-mail icon) that are updated by analyst using e-mail option. For more information see, Section 3.

ADVANCED

Caller

Select the Caller name from the list.

Priority

Select the Priority of the Incidents from the list. You can select multiple priority to display the SRs for the selected priority.

Caller Location

Specify the location of the Caller.

Customer

Select the customer name from the list.

Location

Select the location of the Customer.

Classification

Click the Search icon to select the Classification.

Category

Click the Search icon to select the Category.

Closure Code

Select the Closure Code for the SRs from the list.

Pending Reason

Select the Pending Reason from the list.

Resolved Time

Specify the Resolved Time range in the From and To fields to display the resolved SRs.

SLA

Select the SLA from the list. as Response and Resolution.

SLA Type

Select the SLA Type from the list.

Medium

Select the Medium of the SR using which the SR is raised.

Source

Select the Source of the SR.

ADDITIONAL ATTRIBUTES

Custom Attributes

Select the Custom Attributes from the list.

Service Catalog

Select the Service Catalog from the list.

Date

Specify the date range in the From and To fields.

Status

Select the new status for the selected Service Requests.

Workgroup

Select the new Workgroup for the selected Service Requests.

Classification

Select the new Classification for the selected Service Requests.

Assigned To

Select the Analyst assigned to the selected Service Requests.

Category

Select the new Category for the selected Service Requests.

Service Window

Select the new Service Window for the selected Service Requests.

Urgency

Select the new Urgency value for the selected Service Requests.

Impact

Select the new Impact value for the selected Service Requests.

Priority

Select the new Priority for the selected Service Requests.

Private Log

Specify the comments in this field.

Response SLA Reason

Specify the response reason for the selected Service Requests.

Resolution SLA Reason

Specify the resolution reason for the selected Service Requests.

Do not update if above values are already saved

Select this check box if you do not want to update changes to the Service Requests if these changes are already made.