Request Details Page

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 Canvas 

In the request details page, the canvas (left side) contains information about the request organized into sections. The available tabs allow you to perform the following actions:
  1. Conversations: Includes discussions about the request between the requester and technicians.
  2. Details: Provides comprehensive information about the request.
  3. Tasks: Add and manage tasks related to the request. Learn more about this here.
  4. Resolution: Add the resolution information of the request.
  5. Checklists: Add to-do lists for technicians who are assigned to the request.
  6. Reminders: Set reminders for the request.
  7. Approvals: All approvals configured for the request will be shown here.
  8. Work Log: Add and manage worklogs for the request.
  9. Time Elapsed Analysis: Shows how long the request was handled by each technician, stayed in each group, and in different statuses.
  10. History: All request activities and their timelines will be shown here.
 The visibility and the actions performed in these tabs depend on the permissions of the logged in user 

 

Request Right Pane 

The right pane of the details page contains a summary of the essential request details.

You can perform the following actions from the right pane:
  1. View requester details.
  2. Quick-update status, priority, and technician.
  3. View the number of tasks, checklists, or reminders associated. Click the count to navigate to the respective tab.
  4. Upload attachments, track approval status, responded time, and due by time.
  5. Start the work log timer to notify technicians that you are working on the request.
  6. Add tags to the request to search and identify it easily.
Info
Tags that you have associated with requests will appear in the request filters drop-down in the request list view. 

 

Request Header 

In the request details page, the header contains actions that you can perform on the request.  

Perform actions on a request such as Edit, Close, Cancel, Pick up, Assign, or Print by clicking the relevant button.

To perform additional actions, click Actions. The following will be displayed:
  1. Stop Timer
  2. Add Note
  3. Add Task
  4. Add Task from Template
  5. Add Reminder
  6. Add Work Log
  7. Share
  8. Follow
  9. Manage Followers
  10. Merge Request
  11. Duplicate  
  12. Delete
  13. Send survey for this request (Only displayed when the request is Closed.
  14. Convert as incident request
  15. Convert as service request
  16. Create Service Request
  17. Move Request
  18. Mark as Non-billable
  19. Submit for Approval
  20. Make an announcement
Click to go back to the request list view and use the arrow keys to navigate between requests.

Additionally, the Advisory button on the right displays details regarding the customer the user has raised a request.

Refer to the links below for more information:
Add Advisory 

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