Viewing Service Request History_SRM

Owned by Chilukuri Srinivasa Reddy (Unlicensed)

Last updated: Apr 22, 2024 by Shilpa K (Deactivated)Version comment

2 min read

<< Service Management Help

Service Request Management

Service Request Management

Concepts

Service Request Status

Response Time Vs. Resolution Time

Service Entitlement

SLA, OLA, and UC

End Users

End User Dashboard

Viewing My Service Requests (SRs) List

My Entitlements

Logging Service Requests

Viewing/Updating My Service Requests (SRs)

Approving Service Requests

Viewing and Updating My Cart Items

Logging Service Requests without Catalog

Analysts

Logging Service Requests for Users

Viewing Updating My Workgroup Service Requests

Viewing/Updating Service Request Details

Viewing Service Request History

Managing My Service Requests (SRs)

Creating/Updating Views

Feedback Moderation

Administrators

Configuring Service Request Management Module

Configuring Custom Fields _SRM

Configuring Classification

Configuring Closure Codes

Configuring Checklist

Configuring Resolution Codes

Configuring Pending Reasons

Configuring Work Order- Catalog Mapping

Configuring Impact

Configuring Priority

Configuring Priority Matrix

Configuring Workgroup SLA Window

Configuring SLA Service Windows

Configuring SLA Matrix

Configuring Urgency

Configuring User Types

Copying Data from Incident Management

Configuring Information Ticker

Configuring Approver Reminder

Configuring End User SR Details Page

Configuring Feedback

Configuring Catalog Approvers

Configuring SR E-mail Notifications

Configuring SR SMS Notifications

Recertifications

Configuring Application

Mapping Application to User

Configuring Recertification Period

Recertification Review

Configuring Feedback Questions

Configuring Feedback Questions in Different Languages

Reports

Viewing Reports

You can view the list of SRs logged by the End User based on the Category.

To view the End User SR history:

On the SERVICE REQUEST page (Dashboard > ANALYST DASHBOARD > SERVICE REQUEST > MY WORKGROUP > SR ID), click the User Service Request History icon. The USER SERVICE REQUEST HISTORY pop-up page is displayed. For more information about the fields on the USER SERVICE REQUEST HISTORY pop-up page, see Viewing Service Request History_SRM#Field Description.

Figure: USER SERVICE REQUEST HISTORY pop-up page

Field Description

The following table describes the fields on the USER SERVICE REQUEST HISTORY pop-up page:

Field	Description
Category	Displays the Category of the SRs with the count of SRs logged under the Category.
SR ID	Displays the SR ID.
Request Date	Displays the request date and time for the SR.
Description	Displays the description of the SR.
Priority	Displays the Priority of the SR.
Status	Displays the status of the SR.