View Incident and Service Requests

View Incident and Service Requests


After logging your requests, you can track their status from the Requests tab. Here, you can view your requests in two different views: List View and Template View. Both view types offer a range of similar functionalities, yet their presentation of data varies.
You can change the view type as List View or Template View from the top-right corner of the window.

List View 

The List View is a simple, tabular view of requests. By default, requests are displayed in List View.




You can view the summary of each request from the list view by hovering over the subject.

To search through the requests, click the icon. You can search through the columns displayed on the list, except for date columns.




To learn more about searching through requests, click here.

Template View

Template View displays requests as an extensive list. You can easily monitor requests based on time line information, such as time-left until the due by date and time-elapsed since due by date violation. Important request information such as subject, status, technician, due date, and created date are displayed as fixed columns, while further information can be viewed under the subject of the request.
The Due By date of the request is displayed as calendar icons, along with the expected closure time. Different colors are used to indicate the due by date status:

Green: Plenty (over 30%) of time remains to close the request.

Blue: Request is on hold.

Yellow: Request is due today; the time to close the request is scheduled after the current time.

Red: Due By date is violated.

Black: Request is closed.




You can view the summary of each request from template view by hovering over the subject. To search through the requests in template view, click the icon. Select the criteria and value and click Search. You can add several criteria by clicking  icon.

 You cannot search through the date columns.



To learn more about searching through requests, click here.

Filters

You can apply filters to view requests based on Custom Views and Created Time.

Custom Views:
Custom Views list Open Requests, by default. You can apply other custom views to filter selected requests from your requests view page.
Click the Custom View name to view requests based on favorites, public views, request type, and archived requests.

  • Favorites: Custom Views that have been marked as favorites by clicking icon beside their name are listed here. You can reorder your favorite custom views using drag-and-drop action.

  • You can also pin your favorite custom views as quick links for instant navigation between your favorite custom views. Click the icon on the Custom View menu. The pinned custom views are indicated by the favorites icon . Expand/contract the pinned view by clicking the favorites icon.

  • Public Views: Public Views list various types of filters such as:

    • My Completed Requests

    • My Pending Requests

    • All My Requests

    • Awaiting My Update

    • My Closed Requests

    • My Open Requests

    • My Requests On Hold

    • Updated By Me

  • Request Type: You can choose to view only incident requests, service requests, or both.

  • Archived Requests: When you archive requests, you cannot modify, delete, or move them back to active state. Click here to learn more about archived requests.

Created Time:
You can view requests created or updated within the selected period by clicking the time filter icon .



Customize the Layout 

You can customize the layout of the request view page by clicking the icon.

  • Records per page: Limit the number of requests displayed on a page.

  • Sort By Column: Sort the requests based on the criteria listed in the drop-down. In the list view, you can also click the column name to sort requests.

  • Refresh Frequency: Set the frequency interval to auto-refresh the request view page.

  • Display Density: Choose to view the requests in a compact, dense manner or in a comfortable, more spacious manner.

Column Chooser 
Use the column chooser to customize the information you want displayed on the request view page. You can re-order the columns using a simple drag-and-drop motion.



On the list view, selected columns are added as a separate column at the end of the list view table, whereas in the template view, the columns are added as rows beneath the subject of each request.
You can choose up to 70 columns to view on the request view page.

View Archived Requests 

Administrators can configure data archive to move older requests to a separate storage state. This avoids cluttering the request view page and improves the performance of the help desk.
Some important pointers about archived requests:

  • Archived requests are not displayed on the request view page.

  • Archived requests cannot be modified, deleted, or moved back to the request view page.

  • Any reply to an already archived request will be added as a new request and not as a conversation thread to the existing archived request.

To view the details of an archived request, go to the custom view menu and select Archived Requests.

Icons and Indicators 

: Indicates incident requests.

: Indicates service requests.

: Indicates that the requester raised the request on behalf of another requester. Hover over the icon to see the user name on whose behalf the request was created.

: Indicates that the requester has not submitted any reply to the request yet.

: Indicates that the technician is yet to reply to the requester.

: Indicates the number of responses made by the requester that are awaiting the technician's response.

: Indicates that the technician has replied to the requester.

: Yellow flag pops up when the request SLA is 70% complete.

: Red flag pops up when the request SLA is breached.

: Indicates that attachments are added to the request.

: Indicates that the request is currently On Hold and is scheduled to be moved to another status.

: Indicates that the requester has raised cancellation.

: Indicates that the request is awaiting update from the Editor.

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