Viewing Updating My Workgroup Service Requests

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

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.
  

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.

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.

Scenario:

1. 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:

1. Search and select a View from the drop-down list.

2. Click Set As Default link to make it default view.
   
   
   

   Note:

   The selected view is set as default.

   

Edit View

To Edit Specific View:

1. Search and select a View from the drop-down list.
   
   
   
   
2. Click (Edit) icon. The EDIT VIEW pop-up page is displayed.
   
   
   Figure: EDIT VIEW pop-up
   
   
3. 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.

4. 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:

1. Search and select a View from the drop-down list.
   
   
   
   
2. Click (Delete) icon. The DELETE VIEW pop-up page is displayed.
   
   
   Figure: DELETE VIEW
   
   
3. 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.
  
  

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. 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. 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).

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:

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.