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Service Desk 2.0 > Incidents and requests / Request page

Request page

The request page stores all key information about the request, such as the request text, assignee, requester details, and more.

By default, the request page includes a side panel and the following tabs: Main, Standards, Additional, History and Links, OLA Stages.

Let’s take a closer look at each part of the request  page.

Main tab

This tab displays request and requester information specified during creation: priority, urgency, impact level, service, user name and contact details, etc.

Closed requests also show the Solution Description field.

Feedback from the requester is displayed in the Feedback section.

If the request was created automatically from an incoming message in a support live chat, the live chat messages widget displays the dialog with the client.On different sub-tabs, you can view the chat related to the current request and the full conversation history with the applicant.

Standards tab

This tab lets you verify whether the request resolution time meets the SLA terms:

  • SLA metrics. A table showing SLA targets for the selected service and the actual performance values recorded during request handling.
  • Status changes. A table showing how much time the request spent in each status.

Additional tab

This tab contains extra information about the request and the applicant:

  • Request activity stream displays all actions taken during the request’s lifecycle.
  • Customer request history shows all requests submitted by the user, including their statuses and creation dates.

History tab

This tab provides a log of changes made to the request over time.

The changes are displayed in a table with the following columns:

  • Action. Description of the recorded change, e.g., status update or data modification.
  • Attribute. The request parameter that was changed
  • Previous Value / New Value. Old and new values of the changed attribute.
  • User. The employee who made the change.
  • Date. Date and time of the change.

To filter the data, click the application-page-4 icon. In the dropdown, set your filter options (action, user, date) and click Apply.

You can export this data in .xlsx or .pdf formats by clicking the application-page-6 icon and selecting the desired format.

Links tab

This tab appears if the request is linked to duplicates.

A table lists all duplicate requests. Colors help differentiate them:

  • Blue is a master request (parent)
  • Light blue is a child requests linked to the master

When the master request is resolved, all child requests will automatically close. The master request's solution will be copied to each linked request.

OLA Stages tab

This tab appears if a request workflow has been configured for the selected service. It shows how the request progressed through each stage of the route.

The table includes:

  • The stage number and its associated OLA standard.
  • The employee responsible for the task at that stage.
  • The stage status and support group assigned to it.
  • Planned and actual time spent by the employee on each stage.
  • The outcome of the stage.

Click More details to open a full table with detailed OLA targets and the performance results for each stage.

Request page side panel

The right-hand side panel is shown on all tabs and includes the following:

  • Request creation date
  • Duplicate info. If marked, the request will show as either a Parent request or Child request.
  • Request status.
  • Reason for suspension if the request is on hold.
  • Assigned operator and the support group responsible for the service.
  • Active users currently viewing the request.
  • A countdown indicator showing time remaining until the SLA deadline. Once expired, it will show whether the request was closed on time.
  • An indicator showing allowable time for each workflow stage, based on OLA standards.
  • Tasks linked to the request
  • A table showing how long the request stayed in each status.
add-request.html assign-an-application.html