Sorting Service Requests
The service request listing page is built in with default Sort options which the agents can make use of. The Default Sort options available are. Due By This will sort the Service Requests based on the due date. Last Replied - recent to oldest This will sort the Service Requests based on the last reply on the …
How to link assets to a service request?
Assets can be linked to an service request in two ways as explained below. 1. Create Service Request form Assets can be linked to an service request even while raising service requests. Asset field will be available in the Create form using which the agents can link the respective asset to the Service Request. 2. …
How to manage tasks for a service request?
Tasks tab in service request details page Agents can add their checklist or task to-dos for the Service Request here. This will help them to keep track of the activities that need to be done for resolving the Service Request. * Navigate to service request details page > tasks tab * Click on +Add Task button *…
How a requester can raise a service request?
There are multiple ways through which service requests can be raised within a Service Desk. Requesters can request for a service through any one of the channels below, 1. Through Self Service Portal * Login to the Service Portal as a requester. * Navigate to Service Catalog. * Users can then browse the servic…
Understanding the Service Request Listing Page
The Service Requests Listing Page is a central hub that provides support agents and admins with a comprehensive view of all the service requests in Service Desk. In this article, we will explore the various components of the Listing Page and how they can be utilized to streamline support operations and enhance produc…
Various actions within the Service Request Details Page
Below are the various actions that an agent can perform over a Service Request. Reply Once a Service Request is reported, agents can work on the Service Requests and reply to the requesters using the Reply modal. Agents can initiate conversations, communicate any updates or followup by replying to the requester. Th…
Service Request Management - Setup & Configurations
Create Service Request Form Customization How to configure and customize the create service requests form? Service Request Statuses How to configure and customize different statuses for the service requests, team wise Service Request Priority Configuring priority for service requests Service Request C…
Service Requests: Card and Compact Views
The two main views available in the service request listing page are, * Card View * Compact View Following are the service request details that will be available in the different views 1. Service request ID: The auto generated ID of the service request. An service request ID will be in this format #SR0000213. 2…
Viewing Request Details and Messages in a Service Request
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…
Service Requests - Related Information Sections
The right section in the Service Request details page displays the following information in separate card(s). * Requester Information * Service Requests Information * Time Spent * Tags * App Integrations * Actions in Details page Requester Information The details of the requester who raised the Service Reques…
