The main tabs that will be available in the Service Request details page are,

1. Request Details

2. Messages

3. Tasks

4. Assets

5. Activity

Request Details

• The Catalog group and Catalog item details will be displayed here.

• The custom fields associated with the Catalog item will also be displayed here.

• You can edit the custom field properties by clicking on the Edit button on the top of the section 

• Description of the request will be displayed beneath this section.

Messages

• All the conversations and messages(Replies) related to the Service Request between the agent and the requester will be displayed here.

• All the internal conversations(Private Notes) between the agents within the team(s) and assignment group(s) and notes related to the Service Request will be displayed here.

The message card displayed will provide the following details

• Message content 

  • Message and Replies from the Requesters

  • Replies sent by the agents(s)

  • Private Notes added by the agent(s)

• Owner of the Message

  • Clicking on the name will show the email address of the user.

• Message Creation Date and Time [Actual or Relative]

• Other recipients 

  • Email address of the users who were notified of the Reply [cc and bcc emails]

• Private Note tag

  • Private notes will have this tag in the top right corner

  • They will be highlighted in Yellow to differentiate it from the the Ticket replies(which will be in white)

• Alert sent to

  • Email address of the users who were notified of the Private Note

• Edit button

  • For the agent to edit the message content 

  • Agent can update both Requester message as well as Replies and Private Notes

• Permalink of the Message

Activity

• The complete audit log of the Service Request will be available here.

• All the conversations, replies, private notes, automation messages, actions and updates done with respect to the Service Request will be recorded and updated in this tab.