Viewing Updating My Workgroup Service Requests

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Last updated: Apr 23, 2024 by Mayuresh Balaji Kamble (Unlicensed)Version comment
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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). 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.


Figure: SERVICE REQUEST LIST page (Tile View)


Figure: SERVICE REQUEST LIST page (Tabular view)

Note:

Click More hyperlink in Description column to view the Subject and Description of a Service Request in a pop-up page.


 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 Service Requests in a Tile view.
  • Tabular View  icon : Click this icon to view the Service Requests 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) in Service Management).


Click the icon to assign the SR to yourself (see: Assigning SRs to Yourself) .

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.



 A Last Updated by End User Using E-mail icon  is displayed for the SRs that are updated by an End User using the 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


Figure: SERVICE REQUEST LIST page: Tabular view

  • The  icon on the Service Request indicates that it is a Parent Service Request. Click  icon to see the Child Service Request List pop-up.

    SERVICE REQUEST LIST pop-up
    Figure: CHILD SERVICE REQUEST pop-up

The  icon on the Service Request indicates that it is a Child Service Request. Click  icon to see Parent Service Request details page.

Evaluation icon


Figure:SERVICE REQUEST LIST page - Evaluation icon

Click the  icon to create and assign tasks to Analysts or to evaluate the Service Request tasks. 

Note:

  • Select Enable Evaluation check box on the TENANT page to display the Evaluation icon for the selected Tenant on the INCIDENT LIST page. For more information, see Configuring Service Request Management Module.
  • Only the Analyst who is configured as an evaluator can create and assign tasks to Analyst. For more information, see Configuring SR Evaluator.
  • The Assigned Analyst evaluate the tasks and provide the comments.

The color code of the Evaluation icon indicates the different status of the evaluation process. The following are the color codes of the Evaluation Icon:

Icon Color

Description

Indicates that the Evaluation is not started.

Indicates that the Evaluation completed with open task.

Indicates that the Evaluation completed.

 GENERAL

Under the GENERAL tab, the Evaluator can view the general details about the SR. The fields displayed under this tab are configured on the Form Builder page. For more information see, Configuring Custom Fields for Service Request Management.


Figure: SERVICE REQUEST SUMMARY pop-up page - GENERAL tab

Note:

If the Analyst does not posses Evaluator access, then the fields under the GENERAL, RELATIONSHIP, and ACTIONS tab are grayed out.

 RELATIONSHIP

Under the RELATIONSHIP tab, the Evaluator can link Incidents, Change Records,Problem Records, Knowledge Records, and Service Requests.


Figure: SERVICE REQUEST SUMMARY pop-up page - RELATIONSHIP tab

To link records,

  • Click the  control next to the LINK. Click the module name in the Link drop-down list. The RELATIONSHIP pop-up page is displayed. 
  • Specify the search criteria and click SEARCH.


    Figure: RELATIONSHIP pop-up page

    Select the record to be linked and click LINK.

    Figure: RELATIONSHIP pop-up page

  • The linked record is displayed under LINKED INCIDENT RECORDS section of the RELATIONSHIP tab.


    Figure: RELATIONSHIP tab

 TASKS

Under the TASKS tab, the Evaluator can define various tasks related to the Service Request and assign it to the Analysts.


Figure: SERVICE REQUEST SUMMARY pop-up page - TASKS tab

The following table describes the fields under the TASKS tab on the SERVICE REQUEST SUMMARY pop-up page:

Field Description
TaskType in the task details 
OwnerSelect the Owner (Analyst) from the drop-down list.
Due DateSelect the Due Date for the task.
StatusSelect the required Status from the drop-down list.
ResolutionThe assigned Owner (Analyst) updates the Resolution post task completion.
AddClick this icon to add new task.
  • 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).
 Section 4

This section displays the various actions that you can perform on the  SERVICE REQUEST LIST page, see 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.


Figure: FILTERS pop-up page: BASIC tab


Figure: FILTERS pop-up page: ADVANCED tab



Figure: FILTERS pop-up page: ADDITIONAL ATTRIBUTES tab


The following table describes the fields on the FILTERS page:

Field

Description

BASIC

View

Search and 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

Search and 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

User TypeSearch and select the User Type from the drop-down list.
PrioritySelect the Priority of the Service Requests from the list. You can select multiple priority to display the SRs for the selected priority.
Caller LocationSelect one or more locations of the Caller.

Closure Code

Select the Closure Code for the SRs from the list.

Customer

Select one or more Customer names.

Pending ReasonSelect the Pending Reason from the list.

Location

Select one or more Locations.

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

Classification

Click the Search icon to select the Classification.

SLA TypeSearch and select the SLA Type from the list.

Category

Click the Search icon to select the Category.

SLASearch and select the SLA 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.

Text SearchType in text in the search box and search for the result.

ADDITIONAL ATTRIBUTES

Custom Attributes

Select the Custom Attributes from the list.

Service Catalog

Select the Service Catalog from the list.

Note:

The additional field gets enabled when an attribute is selected in the Custom Attributes or the Service Catalog.

CONFIGURE COLUMNS

Click CONFIGURE COLUMNS to customize the columns on the page, see: Personalizing Pages in SummitAI Platform. 

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.

BULK UPDATE pop-up page
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.