You can view the Service Requests (SRs) in your Workgroup and take appropriate actions whenever required. You can view all the SRs that belong to your Workgroup, along with some basic attributes of the SR, such as SR ID, Status, Request Date, Workgroup, Caller, and so on. Different color flags indicate the age of the SRs, that is, the time period between the time the SR was raised and the current time. The various color codes indicate the Priority of the SRs. You can select for SRs as per your requirement by specifying a search criteria (see: Filters under Actions) and can also bulk update them (see: Bulk Update under Actions).
To view or update My Workgroup SRs:
- Select Request > User > Manage Service Requests > Service Request List. Alternatively, on the ANALYST DASHBOARD page (Dashboard menu), under SERVICE REQUEST, click MY WORKGROUP to view the SRs assigned to your Workgroup.
- On the SERVICE REQUEST LIST page, you can view all the SRs that belong to your Workgroup.
- You can view the SRs in the Tile view or Tabular view.
- You can search for the SRs using the Filters icon on the ACTIONS panel (see: Filters under Actions).
- Click the SR ID of the SR that you want to view or update. The corresponding SERVICE REQUEST page is displayed. For more information about the fields and the actions you can perform on the SERVICE REQUEST page, see Viewing/Updating Service Request Details.
- View or update the SR details and click SUBMIT to save your changes.
Assigning SRs to Yourself
You can assign SRs to yourself by clicking the 
icon. You get a confirmation message. Click OK.
Viewing/ Updating SRs Assigned to You
You can view or update the SRs assigned to you. On the FILTERS pop-up page, select your name in the Assigned To list (see: Filters under Actions). Alternatively, on the ANALYST DASHBOARD page (Dashboard menu), under SERVICE REQUEST, click ASSIGNED TO ME to view the SRs assigned to you (see: Analyst Dashboard_IM). You can also bulk update SRs assigned to you (see: Bulk Update under Actions).
Various Sections of the Page
This section explains the various highlighted sections of the SERVICE REQUEST LIST page..png?version=2&modificationDate=1592500732114&cacheVersion=1&api=v2&width=720&height=708 "SERVICE REQUEST LIST page (Tile View)")
Figure: SERVICE REQUEST LIST page (Tile View).png?version=2&modificationDate=1592500779539&cacheVersion=1&api=v2&width=720&height=365 "SERVICE REQUEST LIST page (Tabular view)")
Figure: SERVICE REQUEST LIST page (Tabular view)
Following are the various options available in this section:
- Refresh Interval: Click the list to specify the time period after which you want the records on this page to be refreshed.
- SLA: Displays the SLA color codes used on this page: You can select a particular SLA color to filter the Service Requests on the page. Select the Clear Filter option from the list to clear the applied filter. For example, select Red color to display all the Service Requests for which 100% SLA is elapsed.
- Age: Displays for how many days a particular Service Requests is Open. You can select a particular Age color flag to filter the Service Requests on the page. Select the Clear Filter flag from the list to clear the applied filter. For example, select Red color flag to display all the Service Requests, which are open for more than 10 days.
- Tile View
icon : Click this icon to view the Incidents in a Tile view. - Tabular View
icon : Click this icon to view the Incidents in a Tabular view.
There are three fields in this section.
- Total: The count of total SRs assigned to your Workgroup.
- Showing: The count of SRs displayed in this page.
- Rows: The counts of rows in which the SRs are displayed on this page.
- Click on the particular page number to navigate to that page. Alternately click
to view the page number after 10 and navigate to that page. Click 
to go to the previous page or click 
to go to the next page.
This section displays the list of SRs as per the view (Tile or Tabular) selected and the filter (see: Filters) criteria. If no filter criteria is specified, all the SRs assigned to the Workgroup are displayed. This section displays the basic information about the SR, such as SR ID, Status, Workgroup, Priority, Analyst assigned, and so on. It also displays Age and SLA. All the various images/ icons you see in this section are explained in the following table:
Icon# | Description |
|---|---|
| Click the icon to display the option, Create Change Record (see: Creating Change Records (CRs)) |
| Click the icon to assign the SR to yourself (see: Assigning SRs to Yourself) . |
A | This indicates the SLA percentage elapsed (see: SLA). |
| This indicates the age of the SR (see: Age). |
| Click this icon to view the SR summary. The page displays the details about the selected SR. The information is displayed based on the values provided in the Service Request Details page. For more information about the fields in the Service Request Details page, see Viewing/Updating Service Request Details. |
| Click this icon to view the list of SRs that are updated by analyst using e-mail option. A Last Updated by Analyst Using E-mail icon
Note: To display the SRs only with the Last Updated by Analyst Using E-mail icon, the Show SRs Updated By E-mail check box must be enabled on the FILTERS pop-up page of the SERVICE REQUEST LIST page. By default the SRs with Last Updated by Analyst Using E-mail icon are displayed along with other SRs.
|
- Select an SR by selecting the check box next to the SR (Tabular view) or by clicking the tile of the SR (Tile view). Click the SR ID to view details about the SR (see: Viewing/Updating Service Request Details).
- You need to select multiple SRs for bulk update (see: Bulk Update under Actions).
ACTIONS
This section explains all the icons displayed on the ACTIONS panel of the SERVICE REQUEST LIST page.
Filters
Click FILTERS to specify a particular filter criteria to display the SRs.
FILTERS pop-up page: BASIC tab
The following table describes the fields on the FILTERS page:
Field | Description |
|---|---|
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.
|
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. |
Figure: FILTERS pop-up page: ADVANCED tab
Figure: FILTERS pop-up page: ADDITIONAL ATTRIBUTES tab
CONFIGURE COLUMNS
Click CONFIGURE COLUMNS to customize the columns on the page, see: Personalizing Pages.
BULK UPDATE
Click BULK UPDATE to update multiple Service Requests (SRs) at a time. You may need to bulk update related SRs or SRs of similar type. Select the SRs that you want to update by clicking the check boxes (Tabular view) or clicking the Service Request tiles (Tile view). On clicking the BULK UPDATE icon, the BULK UPDATE pop up page is displayed. You can specify the updated values for few fields of the selected SRs.
Figure: BULK UPDATE pop-up page
The following table describes the fields on the BULK UPDATE page:
Field | Description |
|---|---|
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. |
EXPORT TO EXCEL
Click EXPORT TO EXCEL to export the Service Request List to a Microsoft Excel sheet.
EXPORT ALL
Click EXPORT ALL to all the Service Request details to a Microsoft Excel sheet.