Service Management Help

Service Request Management

Report Description

Open Service Requests Report displays the count of all the open SRs (for a selected set of Workgroups) for the time period you specified (and Tenant you selected). Under the Summary tabs, the count of all the open SRs by Priority, Workgroup and User Type is displayed. Under the DETAILED tab, a detailed list of all the open SRs with information, such as SR ID, Log Time, Status, Source, Caller, Category, and so on is displayed.

Figure: OPEN SERVICE REQUESTS REPORT: SUMMARY BY PRIORITY

Figure: OPEN SERVICE REQUESTS REPORT: SUMMARY BY WORKGROUP

Figure: OPEN SERVICE REQUESTS REPORT: SUMMARY BY WORKGROUP

Figure: OPEN SERVICE REQUESTS DETAILED REPORT

Click to refresh the report.

On the table, click the SR count hyperlink to view the SR list for the selected priority and duration. On the SERVICE REQUEST LIST pop-up page, click the SR ID hyperlink to view the SR details. For information about viewing reports, see Viewing Reports_SRM.

ACTIONS

This section explains all the icons displayed on the ACTIONS panel of the OPEN SERVICE REQUESTS REPORT page.

Filters

Click Filters icon on the ACTIONS panel to specify the filter criteria to display records in the OPEN SERVICE REQUESTS REPORT.

Figure: OPEN SERVICE REQUESTS REPORT: FILTERS pop-up window

PUSH REPORT

Click PUSH REPORT to configure the reports to be sent to the configured users at set intervals.

EXPORT TO EXCEL

Click EXPORT TO EXCEL to export and download the table data to a Microsoft Excel sheet.

EXPORT ALL

Click EXPORT ALL to export all the records to a Microsoft Excel sheet.

Release Notes | Installation Guide | Other Documents

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