Request Details Page
On the request details page, you can see the complete details of the request and do the desired activity. This page is accessible from request list page (by tapping on the request subject).
A request details page looks like this:
Edit
You can edit the details of the request using the Edit icon.
Classifiers of Request
These properties tell you the current statistics of the request and help you classify them under different labels. When someone works on a request, they update the labels accordingly. For example, if the "status" is closed, it means you don't need to do anything on the request.
| Properties | Description |
|---|---|
| Status | This label classifies the request based on the status. The value in this label shows the current status of the request. The default options are: Open, In Progress, Pending, Resolved, and Closed. |
| Priority | The label classifies the request based on the priority. The value in this label shows the current priority of the request. The default values are: Low, Medium, High and Urgent. |
| Urgency | The label classifies the request based on the urgency. The value in this label shows the current urgency of the request. The default values are: Low, Medium, High and Urgent. |
| Impact | The label classifies the request based on the impact factor. The value in this label shows the current impact of the request. The default values are: Low, On Users, On Department and On Business. |
| Technician Group | The label helps you sorting the technician when there is a long list. Based on the value selected here, the values of Assignee dropdown changes. |
| Assignee | The label classifies the request based on the person to whom this request is assigned. When the value is 'unassigned', it means that request is not assigned to anyone. The values of assignee depends on the Technician Group value. |
| Due by | Shows the time frame by which you should do all the work related to the request. This is configurable. You can restrict it by disabling the "Update Due By" permission either from the SLA Setting or from User Role permission from the admin portal. Notes: - If SLA is applied, to edit both the permissions should be enabled. If either of them is disabled, the edit icon will not be available. - If SLA is not applied, the edit icon will be available based on the Update Due By role permission. |
| OLA Due In | Shows the time frame by which you should do all the operations related to the request. |
Associated Actions for Request
You can create or update different actions and activities as a part of communication, collaboration, and resolution in the request.
The available types of actions are:
| Action Types | Description |
|---|---|
| Reply | You can gather information through collaboration and communication and use it to resolve a Request. |
| Tasks | You can add and manage different tasks related to the request. |
| Resolve | You can resolve the request once the issue is resolved. |
| Close | You can close the request once the request is fulfilled. |
| Ask for Approval | You can an approval from here. |
| Mark as Spam | You can mark the required request as spam. |
| Archive | You can archive the required request. |
| Add Watcher | You can keep a watch over a request. |
| Ask for Feedback | You can ask for feedback from the requester. |
| Convert to Service Request | You can convert Incident to Service Request. |
| Convert to Incident | You can convert Service Request to Incident. |
| Work Log | You can add and manage the work log about the time and actions spent on the request. |
| Audit Trail | You can see the activity in the journal of all the actions related to the request. |