Service Management Help
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You can view the Service Request (SRs) logged for you, provide additional information, and update them.
To view or update SRs:
- On the USER DASHBOARD page (Dashboard menu), click OPEN INCIDENTS under INCIDENT. Alternatively, select Request > User > My Service Requests.
- On the MY SERVICE REQUESTS page, you can view the list of SRs logged for you (Tile view or Tabular view).
Figure: MY SERVICE REQUESTS (Tile view)
Figure: MY SERVICE REQUEST (Tabular view) - Select the SR ID of the SR that you want to view or update. The following page is displayed with all the details about the SR:
Figure: SERVICE REQUEST page - You can provide additional information about your SR in the Additional Information text box or add attachments. For more information about the fields on the SERVICE REQUEST page, see Logging Service Requests.
- Reopen SR, see Reopen SRs.
- Cancel SR, see Cancel SRs.
- Escalate SRs, see Manual Escalation.
- Close SR, see Closing SRs.
- Provide Feedback, see Providing Feedback.
Click SUBMIT to save your changes.
Note title Note: You can view the name the Approver who has updated (Approved/ Rejected/ Referred back) the Service Request in the notification e-mails sent to you.
Viewing Procurement Details on My Service Request Page
The End Users can view Procurement details related to the Service Requests (Request >My Service Requests > Select the SR ID which is pending for Procurement) they have raised. This helps them to check the status of the Service Request, which requires procurement of products.
Figure: My Service Request page
ACTIONS
This section explains all the icons displayed on the ACTIONS panel of the SERVICE REQUEST page.
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Click SEND E-MAIL to send e-mails to Workgroup members, Analysts, caller, or user asking for information or update about a Service Request (SR).
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Click PRINT to take a print of the SR details. |
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You can provide feedback to the resolved SRs. A FEEDBACK icon is displayed on the ACTIONS panel for the resolved SRs. Click the FEEDBACK icon and provide your feedback in the pop-up page.
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Click AUDIT HISTORY to view the audit details about the SR. On the AUDIT HISTORY pop-up page, information, such as the fields that are modified (Column Name), the date of change (Change Date), the user who made the changes (Changed By), the value of the field before the change (Old Value), and the new value (New Value) are displayed. |
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Click CHAT HISTORY to view the chat details related to the SR. The CHAT HISTORY pop-up page displays the details related to chat details with Analyst and with Assistant (Chatbot). |
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Click CHANGE HISTORY to view the changes that occurred on the Service Request, the user who made the changes, the date and time when the change was made, and also the previous and new values for the Service Request. The following table describes the field on the CHANGE HISTORY page:
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The REOPEN icon is enabled only for the resolved SRs. Click REOPEN to reopen a resolved SR if you are not satisfied with the solution provided for the SR . You cannot reopen closed SRs. In the REOPEN SERVICE REQUEST pop-up page, type in the reason for reopening the SR. |
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You can close the SRs manually if your SR is resolved and you are satisfied with the resolution provided to you. Click the CLOSE icon on the ACTIONS panel. Provide the closure remarks in the CLOSE SR pop-up page. |
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Click CANCEL to cancel the SR. You can provide the cancellation remarks in the Cancel Remarks text box of the CANCEL SERVICE REQUEST pop-up page. |
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Click MANUAL ESCALATION if you want to escalate the SR to a higher level. You can escalate the SR only if the Analyst fails to resolve the SR in the given SLA period. Select the escalation level from the Manual Escalation list and type in your comment in the Escalation Remarks text box in the MANUAL ESCALATION pop-up page. The Manual Escalation levels are configured by the Administrators (see: Configuring Manual Escalations). |
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Click SUPPORT DOCUMENT to view the attached supporting document for the SR in the SUPPORT DOCUMENT pop-up page. |
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Click SEND NOTIFICATION to notify the approver when the status of the SR is Pending for Approval.
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