Request List

The Request List displays all the available Requests (Incidents and Service Requests) in the system. It is the central hub for a Technician, where you can find a Request, and act upon it.

Here, you can do the following:

1. Technician Leave Calendar: You can view and mark leaves using the Calendar icon.
2. Search: You can search the required request using keywords as shown below.

3. Create Request: You can create a request by tapping the plus (+) icon.
4. Filter: You can filter the requests by tapping the desired option. For example: If All Open Requests is selected, the screen displays all the requests with open status.
5. Bulk Operations: You can select multiple requests and take the required action.
6. Refresh: You can refresh the request list. This is useful when multiple people are working on the request and contents are updated frequently.

Technician Leave Calendar

This calendar gives a quick view of the technicians on leave and their availability for a given week and month. It allows the technicians to view, mark, edit, and delete leaves. Also, send a notification when the technician is on leave.

To view the Technician Leave Calendar,

1. Tap the Calendar icon on the Request list page. It will display the Technician Leave Calendar.

The page offers the following features:

• Filters: The list can be filtered out based on the following filters:
  • Technician Group: Displays the list of technicians on leave based on the selected technician group and the scope defined.
  • Technician: Displays the list of technicians on leave based on the selected technician and defined scope.
  • Company: Displays the list of technicians on leave based on the selected company. It is available only if the MSP functionality is enabled.

• Date Filter: Displays the technicians' list based on the selected Month. By default, it displays the current month.
• Mark Leave: You can mark leave by selecting the date and tapping the Mark Leave button.
• Edit or Cancel the Leave: Once the leave is marked, the user can edit or cancel it using the respective icons on the Calendar. The leave can be modified only if it has not started or is completed.

Mark Leave

The technicians can mark leave by selecting the date and tapping the Mark Leave button. Once tapped, fill in the below details:

• Technician: Select the technician for whom you want to apply leave.
• Leave Type: Select the leave type that you want to apply.
• Start Date: Select the leave start date.
• End Date: Select the leave end date.
• Remarks: Enter description about the leave.
• Enable Work Delegation: Enable to delegate work to the desired technician while applying for leave. This field is available only if the Allow to Configure Work Delegation for Self/Team field is enabled for the delegator while adding technician. Once enabled, fill in the following details:
  • Delegates To: Select the technician to whom the work is to be delegated.
  • Delegation Start Date: Select the date from when the work should start to be delegated.
  • Delegation End Date: Select the date till when the work should stop being delegated.
  • Delegated Work: Select the work that you want to delegate. The options are: Request and Change.
• Once done, tap Save, and the work will be delegated along with the marking of leave (dots) on the calendar.

Once marked, the tickets will not be auto-assigned to the technician based on the threshold leave balance. However, manually you can assign the tickets to the technician. Now, while assigning, a triangle warning icon will appear next to the technician's name, indicating the technician is on leave.

Bulk Operations

With bulk operations, you can manage multiple Requests together. The options are visible at the bottom of the screen when you select a Request.

You can do the following operations:

• Claim
• Assign
• Spam
• Archive
• Resolve
• Close