Request Checklists

Technicians can use checklists to document each step taken to resolve the request, ensure important tasks are completed, and track decisions made during request resolution.

To view request checklists, go to the Requests module and select the Checklists tab within a specific request.

Role Required: Technicians with Adding and Editing Request Checklist permission

 

Add a Checklist 

To add a checklist,

1. Click New Checklist under the Checklists tab on the request details page. To add a checklist template, click beside New Checklist and select Add Existing Checklists.
   

 

In the New Checklist pop-up,

1. Provide a name for the checklist and add a brief description to it.
   
2. To add a checklist item, click New Item. A new checklist field will appear.
   
3. Click against the checklist field to modify the field type.
   
4. To add checklist items from existing templates, click Add Existing Items and choose the items.
   
5. You can also import checklist items from a CSV file under Add from CSV.
   
6. Drag to reorder the checklist items.
   
7. Hover over an item and click to add a new item and to remove the item.
   
8. Click Preview to see how the checklist is displayed to technicians.

After customizing the checklist, click Save to include it in the request.

You can include multiple items in a checklist and  add multiple checklists to a request.   

 

Mark a Checklist as Complete 

To mark a checklist as complete, go to the Checklists tab in a request and click to expand the checklist. The checklist items will be displayed.

For non-input field types, you need to click the check box to indicate that it has been completed.

For text, numeric, and radio button field types, the check box will become enabled automatically after the values have been entered or selected.

You can track the completion of checklist items using the progress bar displayed beside the checklist in the list view.

 

Checklist Actions

Search through the checklist columns by clicking .

To edit or delete a checklist, click against the checklist and select the respective actions.

• Related Articles

• Checklists

  Checklists allow you to add reminders or to-do lists for technicians who are working on or assigned a request. Currently, you can associate checklists from request templates or request details page. Role Required: SDAdmins and HelpDeskConfig SDAdmins ...

• Request Details Page

  The request details page provides all the specifics of a request, helping requesters and technicians easily find information about the request. To open the request details page, go to the Requests module and click the subject of a request. Request ...

• Request Type

  Request types are used to classify requests typically based on the requester's need such as incident request, service request, or request for information. Role Required: SDAdmin Go to Setup > Customization > Helpdesk > Request Type. Click New Request ...

• Request Analysis

  The Time Elapsed Analysis tab in a request provides thorough information about the activities within the request. It includes the technicians or groups assigned to the request, the total time spent on the request, the status of the request, and other ...

• Request Filters

  Request filters allow you to view requests based on certain conditions. You can view incident or service requests, or both, and apply various custom and predefined filters to them. Role Required: Technicians with View Request permission To view ...