The card view provides a simple as well as quick view on the various properties of a Service Request in a simple card format.

 

Following are the details that will be available in the card 

 

1. Service Request ID

The auto generated ID of the Service Request. E.g. #SR0000213. Starting with # followed by SR and the automatic numbering of the service request. 

 

2. Subject and Description 

Subject of the Service Request will be displayed atop in bold

Description of the Service Request will be displayed below in grey

 

3. Status 

The current status of the Service Request with the respective color code

 

4. Created date

The date on which the Service Request was created

 

5. Assignee

Full name of the Agent to whom the Service Request is assigned

 

6. Assignment Group

Name of the Assignment Group to which the Service Request is assigned

 

7. Raised By

Full Name of the Requester

 

8. Priority

The priority assigned to the Service Request.

 

9. Team

Team to which the Service Request is assigned to

 

10. Due By

Due date set for the Service Request

 

11. Last Response Indicator

• Grey Circle - Indicates that the last response or reply to the Service Request is by an agent.

• Red Circle - Indicates that the last response to the Service Request is by the requester; which may need some action from the respective team/assignee.

• Red Circle with Alert symbol (!) - Indicates that an SLA has breached for the Service Request

12. Subscribe 

• The star symbol indicates whether you have subscribed to the service request or not. 

• Click on the Star icon to subscribe to a service request quickly.

• If you have subscribed to a service request, the star will be highlighted in yellow.

13. More Actions

An agent can perform some quick actions on an Service Request even without going into the Service Request details page using the more actions. They are

• Change Status

• Change Priority

• Change Assignment Group

• Change Assignee

• Change Due Date

• Change Due Time

• Print

 

14. Instant Actions on Card

The above-mentioned entities can also be updated just by clicking on the respective action areas on the card which will open a popover where you can choose a different value which will be saved instantly. Refer to the screen below.