Viewing Updating My Workgroup Service Requests

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. 

Click Create View icon. A new text box is displayed. Type in the View name. Also, specify the desired filter criteria under the BASIC, ADVANCED, and ADDITIONAL ATTRIBUTES sections, and click SUBMIT to save the new View. Select the Set as default view check box to view the Service Requests with the saved filter criteria by default. It reduces the user effort and time for repeated search actions with the same filter criteria.

• 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 Service Requests from the list. You can select multiple status to display the SRs for the selected status.

Assigned To

Select the Analyst assigned to the Service Requests. You can select multiple Analyst to display the Service Requests 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 Service Requests 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 Service Requests from the list. You can select multiple priority to display the SRs for the selected priority.

Caller Location

Select one or more locations of the Caller.

Customer

Select one or more Customer names.

Location

Select one or more Locations.

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.

Updated Since (In Days)

Specify the number of days to view the list of Service Requests updated in the last specified days.

Pending For (In Days)

Select the required operator and specify the number of days to view the list of Service Requests in Pending status for the defined time.
For example: If you select '>' and specify the number of days as 5, all the Service Requests in Pending status for more than 5 days are displayed.
Note: This field is displayed when Pending is selected in the Status field under Basic.

ADDITIONAL ATTRIBUTES

Custom Attributes

Select the Custom Attributes from the list.

Service Catalog

Select the Service Catalog from the list.