Request Views

Request Views

In ServiceDesk Plus MSP Cloud, technicians can view customer requests in three different views: List view, Kanban view, and Template view.

Role Required: Technicians View Request permission

To access the various request views,
  1. Go to the Requests module.
  2. You can choose to view requests from all customers or select a specific customer from the header.
  3. Select the desired request view from the top-right corner: List view, Template view. and Kanban view.

List View 

The list view organizes request data into columns, with unopened requests shown in bold. The request list view contains the following options:  

Request Filters 

View requests using predefined filters or custom filters. Learn more. 
 

Time Filters    

View requests that have been modified within a chosen time frame.
 

Column Chooser  

Customize the request information as columns in the list view.  Select the columns and rearrange them as needed by clicking. You can also rearrange the columns in the list view by clicking the column name and dragging it to the desired position. Refer here for the available columns in the Column Chooser.
 
Search for specific values within selected columns. You can add multiple column criteria at once.
Info
Requests cannot be searched using date fields.   
 

Apply Row Colors  

Color-code requests based on their Status, Priority, or Category. To learn more, click here.
 
Table Settings
Customize the table layout of the request list view.
  1. Records per page: Limit the number of requests displayed on a page.
  2. Sort By Column: Sort and view the requests based on the criteria listed in the drop-down.
    1. Click to sort the column in ascending order and to sort it in descending order.
  3. Refresh Frequency: Set a 3, 5, 10, or 30-minute interval to auto-refresh the request list view if required.
  4. Display Density: Choose to view the requests in a compact, dense manner or a comfortable, more spacious manner.
 

 

Row Count

Displays the number of requests shown on the page.
 
Navigate between pages to view older requests.
 

View Request Details Summary 

Hover over the request subject to view the basic details of the request in a pop-up.
 
 

Raise New Requests  

Create a new incident request by clicking New Incident. Click the arrow next to the button to choose an incident or a service template.
 
To learn more about raising requests, click here.
 

Request Actions

Select a request or multiple requests and perform actions such as Edit, Delete, Pick up, Close, Merge, and Assign a Technician from the list view based on your permissions.
 

 

Request Row/Column Actions 

Edit a Request

Make changes to a request. 

Request Conversations

View all the emails, notifications, approvals, and notes recorded for the request. To learn more, click here.
 

View/Add notes

View/add notes to the request. If no notes are added to the request, the icon will appear gray. If a note is added, the icon appears in yellow.
 

Assign Technician/Group 

Assign a request to a group or a technician from the Group or Technician columns. These columns can also be used to set the site, group, and technician fields of the request.

   

Monitor Tasks 

A request's task information is displayed as a progress bar in the Tasks column.
 
Hover over the progress bar to view the total tasks associated with the request as well as the number of completed and pending tasks.
 
Click the tasks progress bar to view the number of tasks associated with the request in a pop-up
 
Click the task subject to open the task details page.
Info
You can view the task details only if the Tasks column is enabled in the Column Chooser
 
Tasks column and summary in the list view:

 
Tasks column and summary in the template view:

Start Work Log Timer

Technicians can record the time spent on each request by activating the work log timer. On stopping the timer, the time spent on the request will be added as a work log. Learn more about adding work logs using the work log timer
 
SDAdmins can also enable work log timers to start automatically when the assigned technician views the request details page for the first time.

Learn more about work log timers.
Info
For the work log timer to appear in the list view, enable the Work Log Timer column in the Column Chooser
 


 

Track Last Updated Time  

The Last Updated Time will be modified when a request is updated, along with the time of the most recent reply by the requester/technician.
Info
To display the last updated time in the list view, enable the Last Updated Time column in the Column Chooser 
 



Available Columns in the Column Chooser 

ID
Subject
Requester Name
Technician
Group
Status
Due by Date
Created Date
Approval Status
Category
Complted Time
Completed by Denial
Created By
Department
Editor
Editor Status
 
Email ID
Impact
Item
Last Updated By
Level Linked Requests
Maintenance
Mode
On Behalf Of User
Priority
Project ID
Request Type
Resolved Time
Responded Time
Response Due Date
Scheduled End Time
 
Scheduled Start Time
Service Category
Service Cost
Site
Sub Category
Tasks
Template
Total Cost
Urgency
Workflow
Worklog Timer
   

List View Indicators   

Icon
Indication

Incident requests.

Service requests.

VIP users.

Technician is online.

Technician is offline.

Requester has not yet submitted any reply to the request.

Technician has yet to reply to the requester.

Number of requester responses awaiting technician's reply.

Technician has replied to the requester.

No notes are added to the request.

Notes are added to the request.

Request SLA is 70% complete.

Request SLA is breached.

First response time is violated.

First call resolution was marked for the request.

Indicates the change workflow is in progress.

Indicates the change workflow is completed.

Indicates that no change workflow is associated.

Indicates that the change workflow has failed or stopped temporarily.

Indicates that the change workflow is violated.

Attachments are added to the request.

Request is currently On Hold and is scheduled to be moved to a progress status.

Requester has asked to cancel the request

Request is awaiting an update from the editor.

No one is working on the request presently.

You are working on the request currently. Click to view the time logged.

Number of technicians currently working on the request, including you.
Click to view the names of the technicians and the time logged so far.

Some other technician is currently working on the request.
Click to view the name of the technician and the time logged.

Number of other technicians who are currently working on the request.
Click to view the names of the technicians and the time logged.

Tasks in the task list view within a request will be represented with this icon.
 
 

Template View 

The template view displays the request information as an extensive list. It resembles the list view but with some differences:
  1. The important information about a request is shown in fixed columns, and additional details are displayed under the request's subject. (i.e., Selecting columns in the Column Chooser  will display the relevant information under the request's subject.)
  2. The Due By date is shown as calendar icons to track the request closure time.
    1. Green: Over 30% of the time remains to close the request
    2. Blue: Request is on hold
    3. Yellow: Request is due today
    4. Red: Due By date is violated
    5. Black: Request is closed
  3. The Task column in the template view is displayed as an interactive pie chart. Hover over the pie chart to view the count of all tasks, pending/completed tasks, and your pending/completed tasks. 
All other aspects of the template view are the same as the list view. To view the list view options, click here.

 

Kanban View 

Kanban view displays the requests as organized boards. These Kanban boards are grouped under Kanban buckets. You can group requests into various buckets based on priority, status, and to whom it is assigned. This will provide detailed information about the technicians' workload at a glance.
 
To navigate between the Kanban buckets, click the and arrows present on either side of the windows. To navigate to other pages, click and .
 

 

Request Filters 

View requests using predefined filters or custom filters.

 

Time Filters    

View requests that have been modified within a chosen time frame.

 

Grouping Requests   

You can group requests based on status, priority, and the assigned technician from the Group By drop-down.

You can also choose to view the information displayed on each Kanban board in a compact, brief manner or a comfortable, more spacious manner.


Sorting Kanban Buckets

Sort the Kanban buckets by clicking and dragging the bucket names in the drop-down menu. You can pin buckets, reorder them, and view the number of requests under each criterion.

 
 

Sorting Kanban Boards   

Sort the Kanban boards in each bucket by clicking . Select the criteria to sort the Kanban boards and click the  and arrows beside each criterion name to sort the boards in ascending and descending order.


 

Kanban Bucket Actions    

Refresh: Click on a Kanban bucket header to refresh the requests under the bucket.
 
View number of requests under each criteria: The number of requests under each criterion is displayed on their respective Kanban bucket header.
 
Pin/Unpin Buckets: You can pin/unpin the buckets by clicking the on the bucket header.
 
Remove Buckets: Click on the bucket header to remove the bucket from the Kanban view.
 
Drag-and-Drop Requests to Change Status, Priority, or Assigned Technician: You can move Kanban boards between buckets to alter their status, priority, or technician assignment.


Conversations: Click to go to the Conversations tab of that particular request. In the Conversations tab, you can view emails, notifications, and notes recorded for the request. To learn more, click here.
Add/View Notes: Clickto add/view notes added to the request. If no notes are added to the request, the icon will appear gray. If a note is added, the icon will appear in yellow.
 
Add Work Log: Click to activate the work log timer to log the time spent on the request. On stopping the timer, you can add the time spent as a work log. Learn more.
 
View Request Summary: Click the request subject to open the request summary as a pop-up window. You can view the complete request details by clicking View Details in the pop-up.
 


Add Technicians to Kanban View   

While grouping requests by technicians, the first 50 technicians are displayed by default. You can remove the irrelevant technicians and add technicians from your own group or site.

To add technicians in the Kanban view,
  1. Select Technician from the Group By drop-down.
  2. Click to open the Manage Technicians pop-up.
  3. Click on the top right of the Manage Technicians drop-down.

  1. Select the customer site and associated group of the technician you wish to add. The technicians under the selected customer site/group are listed.
    1. You can choose to view all technicians in the application or only the online technicians using the radio buttons.
    2. You can also search for the technician using the search bar.
  2. Select the technician(s) by clicking the checkboxes, and click Add. The technician is added as new Kanban bucket.
 

 

Kanban View Indicators   

Icon
Indication

Incident requests.

Service requests.

Requester has not submitted any reply to the request yet.

Technician is yet to reply to the requester.

Multiple replies from the requester are awaiting the technician's response.
 
Hover over the icon to see the number of replies sent by the requester.

Technician has replied to the requester.

No notes have been added to the request.

Notes are added to the request.

Requester has raised cancellation.

No one is currently working on the request.

You are currently working on the request. Click to see the time logged so far.

Number of technicians currently working on the request, including you.
Click to view the names of the technicians and the time logged so far.

Some other technician is currently working on the request. Click to see the name of the technician and the time logged.

Number of other technicians who are currently working on the request. Click to view the names of the technicians and the time logged.

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