Service Management Help

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: Filter ) 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.

Figure: Service Request List Page in Tabular view

- You can search for the SRs using the Filter section.

Pending For Approval Sub Status as Filter Options

Filter options are now enhanced with Sub Status of Pending For Approval such as Pending For Approval(ReferBack), Pending For Approval (OnHold), and Pending For Approval (Forward). Thus it is possible for an Analyst to filter out the exact records as per different pending reasons and take actions accordingly.

Figure: Pending For Approval sub status as Filter options

3. Click the SR ID of the SR that you want to view or update. The corresponding SERVICE REQUEST page is displayed.

Figure: Service Request Detail Page

Note: For pending Service Requests, the corresponding status is highlighted in the SR detail page as displayed in the above figure.

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: Filter). 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).

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)
image2020-7-13_18-46-50.

Figure: SERVICE REQUEST LIST page (Tabular view)

Note:

Hover the mouse over Service Request Subject or Description to view the Subject or Description in a pop-up as shown below or hover the mouse over () in Subject or Description to view the Subject or Description in a pop-up as shown below.

The Description pop-up displays only the first 500 characters of Service Request Description. To view complete information, click SR ID.

See Screenshot

Figure: Service Request List page - Description pop-up

Section 1 - Information Panel

Figure: Service Request List page - Information Panel

The information panel displays the following information about Service Request that belong to your Workgroup or Assigned Workgroup:

Total Service Requests: Click the Total Service Requests count to view all the Service Requests on the Service Request List page.
Open Service Requests: Click the Open Service Requests count to view only the Open Service Requests on the Service Request List page.
Resolved Service Requests: Click the Resolved Service Requests count to view only the Resolved Service Requests on the Service Request List page.
Current Month Open Service Requests: Click the Current Month Open Service Requests count hyperlink to view only the Current Month Open Service Requests on the Service Request List page.
Response SLA Met: Click the Response SLA Met count (percentage number) to view the Service Requests that met the Response SLA on the Service Request List page..
Resolution SLA Met: Click the Resolution SLA Met count (percentage number) to view the Service Requests that met the Resolution SLA on the Service Request List page.

Note:

The Administrators can disable the Information Panel by deselecting the Enable Information Panel On Incident/Service Request List check box on the APPLICATION SETTINGS page.

Section 2 - Views, Filters, and Configure Columns

Click icon to view Filter and Configure Columns section.

Filter
- Field
- Operator
- Values
Configure Columns

View

What is a view?

A View consists of a set of pre-defined filter conditions. By selecting a View, the analyst can view the records that meet the filter conditions or criteria defined in that View. An Analyst can create or delete Views from both the Tabular view or the Tile view.

Note:

A view created by an analyst is not available to another analyst.

Create a New View:

To create a new View, the user needs to define Filter conditions.

Adding Filter Conditions:

A filter condition consists of the following parts:

Field: Each field is a column in the table.
Operator: Each field type has its own set of valid operators. Based on the field type the operators are displayed.
Value: Each field has its own set of valid values determined by the Field type and Operator.

What is a Filter Operator?

In literal terms, an operator specifies how parameters relate to one another. The following table describes the list of operators with a short description.

Note:

Based on selected field, the operates are populated in the Operator field.

Operator Name	Operator	Function
Equals	=	Find an exact match with the entered value.
Not Equals	!=	Find a match that should not be equal (exactly) to the entered value.
Is one of	IN	Find matches with any one of the options that you select.
Is not one of	NOT IN	Find matches that do not match with any of the selected options.
Less than	<	Find a match where the numerical value is less than the entered value.
Greater than	>	Find a match where the numerical value is greater than the entered value.
Less than or equal to	<=	Find a match where the numerical value is equal or less than the entered value.
Greater than or equal to	>=	Find a match where the numerical value is equal or greater than the entered value.
Between	Between	Find a match where the numerical value is between the first and second value inclusive.

Scenario:

Create a view to get a list of IT Service Category Open SRs of Information Technology Tenant. In this case, add conditions as shown below.
Note: Now, the View All CRs field is displayed by default, when a single Tenant is selected as shown below.

Figure: Service Request List

Click Apply to view records that meet the above filter conditions.
Click Save As New. The SAVE VIEW pop-up is displayed.
Figure: SAVE VIEW pop-up
Type in the details for the other required fields under the Views, Filters, and Configure Columns section. For more information about the fields under these sections on the SAVE VIEW pop-up page, see Field Description.
Click Submit. A new View is created.

Field Description

The following table describes the fields on the SAVE VIEW pop-up page:

Field	Description
Views
View Name	Type in the name for the View.
Set As Default	Select the Set As Default check box to view the SRs that meet the filter conditions or criteria defined in that View. It reduces the user effort and time for repeated search actions with the same filter criteria.
Filters
Field	Each field is a column in the table. Select the required field from the drop-down list.
Operator	Based on selected field, the operates are populated in the Operator field. Select the required operator from the drop-down list.
Values	Each field has its own set of valid values determined by the field type and operator. Specify the values.
Configure Columns	Configure Columns option allows the Analyst to customize columns to appear and the order in which they appear in the Tabular or Tile view according to individual preferences.
Display Type	(Tabular View) icon: Click this icon to configure columns for Tabular view. (Tile View) icon: Click this icon to configure columns for Tile view.
Available Columns	Lists the available columns.
Selected Columns	Lists the selected columns. Note: Drag and drop the columns to be displayed on the page from the Available Columns to the Selected Columns. Drag up or down to set the sequence in which the columns should be displayed on the page.

Apply a View

Search and select the View from the drop-down list. The records will displayed based on the conditions defined in the selected view.

Set as Default:

To Set Specific View as Default:

Search and select a View from the drop-down list.
Click Set As Default link to make it default view.

Note:

The selected view is set as default.

Edit View

To Edit Specific View:

Search and select a View from the drop-down list.
Click (Edit) icon. The EDIT VIEW pop-up page is displayed.

Figure: EDIT VIEW pop-up
Type in the details for the required fields under the Views, Filters, and Configure Columns section. For more information about the fields under these sections on the EDIT VIEW pop-up page, see Field Description.
Click Submit.
Note:
- The filter conditions of the selected view are reflected in the form of breadcrumbs/pill (refer below screenshot). Upon clicking a specific pill, the Analyst can view the values selected for that filter condition.
- Click (delete) icon to remove a specific filter condition. The list page reloads and shows records based on remaining filter conditions.
- Click (delete) icon to remove a specific filter value. The list page reloads and shows records based on remaining filter values.
- Click (Reset) to reset the conditions to the initially configured condition for the selected view.
- Click Clear to reload the list page with the view, which was set as the default view.

Delete View

To Delete Specific View:

Search and select a View from the drop-down list.
Click (Delete) icon. The DELETE VIEW pop-up page is displayed.

Figure: DELETE VIEW
Click Delete to delete the view.

Filter

Under the filter section, specify filter conditions or criteria to view a particular set of Service Requests.

Adding Filter Conditions:

A filter condition consists of the following parts:

Field: Each field is a column in the table.
Operator: Each field type has its own set of valid operators. Based on selected field, the operates are populated in the Operator field.
Value: Each field has its own set of valid values determined by the field type and operator.

Note:

In the Field drop-down the analyst can view the following field groups.

User Attributes
Standard Attributes
Date
Additional Attributes
Custom Fields

Under the Custom Fields section, the Analyst can view the Custom Attributes or Fields added for the Service Request Management module. For Custom Fields, the Operators are displayed based on Custom Field selection.

Fields	Operator Name	Operator	Function
User Attributes Requestor Logged By User Type Customer Location Caller Location Standard Attributes Workgroup/Assigned Workgroup Analyst/Assigned To Status Service Category Classification Impact Urgency Priority SLA Service Window Pending Reason Closure Code Resolution Code Source Medium	Equals	=	Find an exact match with the entered value. Example: Caller Location = New York On the Service Request List page, the Analyst can view Service Requests logged from the New York location.
	Not Equals	!=	Find a match that should not be equal (exactly) to the value entered. Example: Caller Location != New York On the Service Request List page, the Analyst can view Service Requests logged from all locations except the New York location.
	Is one of	IN	Find matches with any one of the options that you select. Can select one or more options. Example: Caller Location IN New York, New Jersey. On the Service Request List page, the Analyst can view Service Requests logged from New York, or New Jersey, or both locations.
	Is not one of	NOT IN	Find matches do not match with any of the selected options. Example: Caller Location NOT IN New York, New Jersey. On the Service Request List page, the Analyst can view Service Requests logged from all locations except the New York and New Jersey locations.

Fields	Operator Name	Operator	Function
User Attributes User Contact Number Standard Attributes Scheduled Requests Has Attachment Response SLA Violation Resolution SLA Violation Has Workorders Child Service Requests View All Service Requests Response SLA Resolution SLA Show Requests Update By Email Additional Attributes Service Catalog	Equals	=	Find an exact match with the entered value. Example: Has Attachment = Yes On the Service Request List page, the Analyst can view only the service requests that contain attachments.
Standard Attributes Description Solution Subject Approval Remarks	Contains	Contains	Use this operator, when you know your value/text, but not the exact value/text. Example: Description Contains VPN. Displays all the service requests where Description Contains VPN. Note: In the Values field, the users can search for a keywords (user input) using basic operators (AND, OR, NOT, Quotes, Parenthesis, and Asterisk), to produce more accurate and more relevant results.

Fields

Operator Name

Operator

Function

User Attributes

User Contact Number

Standard Attributes

Scheduled Requests
Has Attachment
Response SLA Violation
Resolution SLA Violation
Has Workorders
Child Service Requests
View All Service Requests
Response SLA
Resolution SLA
Show Requests Update By Email

Additional Attributes

Service Catalog

Equals

Find an exact match with the entered value.

Example: Has Attachment = Yes

On the Service Request List page, the Analyst can view only the service requests that contain attachments.

Standard Attributes

Description
Solution
Subject
Approval Remarks

Contains

Use this operator, when you know your value/text, but not the exact value/text.

Example: Description Contains VPN. Displays all the service requests where Description Contains VPN.

Note: In the Values field, the users can search for a keywords (user input) using basic operators (AND, OR, NOT, Quotes, Parenthesis, and Asterisk), to produce more accurate and more relevant results.

Fields	Operator Name	Operator	Function
Standard Attributes SR ID Aging (In Hours) Date Log Time Updated Time Resolved Time Updated Since (In Days) Pending For (In Days)	Equals	=	Find an exact match with the entered value. Example: SR ID = 75810
	Less than	<	Find a match where the numerical value is less than the value entered. Example: SR ID < 75810 On the Service Request List page, the Analyst can view the Service Requests whose SR ID is less than 75810.
	Greater than	>	Find a match where the numerical value is greater than the value entered. Example: SR ID > 75810 On the Service Request List page, the Analyst can view the Service Requests whose SR ID is greater than 75810.
	Less than or equal to	<=	Find a match where the numerical value is equal or less than the value entered. Example: SR ID <= 75810 On the Service Request List page, the Analyst can view the Service Requests whose SR ID is less than or equal to 75810.
	Greater than or equal to	>=	Find a match where the numerical value is equal or greater than the value entered. Example: SR ID >= 75810 On the Service Request List page, the Analyst can view the Service Requests whose SR ID is greater than or equal to 75810.
	Between	Between	Find a match where the numerical value is between the first and second value inclusive. Example: SR ID Between 2561 and 2567 On the Service Request List page, the Analyst can view 2561, 2562, 2563, 2564, 2565, 2566, and 2667.
	Is one of	IN (SR ID)	Find matches with any one of the options that you select. Can select one or more options. Example: SR ID IN 2561, 2563 On the Service Request List page, the Analyst can view the 2561 or 2563 or both Service Requests.

Section 3 - Data Columns

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.
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.
Records Per Page: Click the list to specify the number of SRs to be displayed on this page.
Total: The count of total Service Requests assigned to your Workgroup.
Showing: Displays the count of Service Requests displayed on this page.
Page: Displays the page number
Rows: The number of rows in which the Service Requests are displayed on this page. Click the list to specify the number of rows to be displayed on this page.
Click on the particular page number to 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) in Service Management.

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

Service Request Age

The colored flag on the Service Request tile indicates the Age of the Service Request, that is, for how many days an Service Request is open. Following are the color codes for Age:


	Indicates that the Service Request is opened for 0-2 days.
	Indicates that the Service Request is opened for 2-5 days.
	Indicates that the Service Request is opened for 5-10 days.
	Indicates that the Service Request is opened for more than 10 days.

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.

The following icons are displayed only when an Analyst/External User/End User updates the Service Request using the e-mail option.

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.

Note:

To display the Service Request with the above mentioned icons, 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. If selected, the Show Requests Updated By E-mail filter filed displayed in the Field drop-down. For more information on this configuration see, Configuring Service Request Management.

This icon is displayed only when an Analyst does the recent update on the SR using e-mail option.

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 Service Request 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.

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
Task	Type in the task details
Owner	Select the Owner (Analyst) from the drop-down list.
Due Date	Select the Due Date for the task.
Status	Select the required Status from the drop-down list.
Resolution	The assigned Owner (Analyst) updates the Resolution post task completion.
	Click 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 - ACTIONS panel

ACTIONS

This section explains all the icons displayed on the ACTIONS panel of the SERVICE REQUEST LIST page.

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 the EXPORT TO EXCEL icon on the ACTIONS panel to export Service Requests on a particular page to a Microsoft Excel Sheet.

EXPORT ALL

Click the EXPORT ALL icon on the ACTIONS panel to export all the records to a Microsoft Excel Sheet.