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Viewing Updating My Workgroup Service Requests

Viewing Updating My Workgroup Service Requests

SummitAI Service Management Help

 Service Request Management

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:

  1. 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.
  2. 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).
  3. 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.
  4. 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.

SERVICE REQUEST LIST page (Tile View)
Figure: SERVICE REQUEST LIST page (Tile View)

SERVICE REQUEST LIST page (Tabular view)
Figure: SERVICE REQUEST LIST page (Tabular view)

 Section 1

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.
 Section 2

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.

 Section 3

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.

SR ID Summary pop-up page
Figure: SR ID Summary pop-up page 

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 is displayed for the SRs that are updated by analyst using e-mail option. To display the SRs with this icon, the following conditions must be fulfilled:

  • On the Service Request Management TENANT configuration page, the Display "Show SRs Updated By E-mail" Check Box on Filters and "Last Updated by Analyst Using E-mail" Icon check box must be enabled to display the Show SRs Updated By E-mail check box on the FILTERS pop-up page of the SERVICE REQUEST LIST page and "Last Updated by Analyst Using E-mail" icon for the respective SR on the SERVICE REQUEST LIST page. This icon indicates that the respective SR is updated by analyst through e-mail. For more information on this configuration see, Configuring Service Request Management Module.
  • This icon is displayed only when an Analyst does the recent update on the SR using e-mail option.

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.



Figure: FILTERS pop-up: SERVICE REQUEST LIST page


Figure: SERVICE REQUEST LIST page: Tile view