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Viewing Updating My Workgroup Service Requests

Viewing Updating My Workgroup Service Requests

Apr 22, 2024

Service Management Help

Service Request Management

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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:

  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.

Figure: Service Request List Page in Tabular view

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.

 


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.

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

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

  1. Click Apply to view records that meet the above filter conditions.

  2. Click Save As New. The SAVE VIEW pop-up is displayed.


    Figure: SAVE VIEW pop-up

  3. 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.

  4. Click Submit. A new View is created.

 

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.

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.

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

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

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

Fields

Operator Name

Operator

Function

Standard Attributes

  • SR ID

  • Aging (In Hours)

Date

  • Log Time

  • Updated Time