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Request page

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

By default, the request page includes a side panel and the following tabs:

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 Description of the solution field.

Feedback from the applicant 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.

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Standards tab

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

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

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Advanced 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.

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History tab

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

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The data on the tab is displayed if the system administrator has enabled and configured the History of ServiceDesk Apps module.

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.
  • Value Before / Value After. 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.

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You can export data from the table in .xlsx and .pdf formats. To do this, click theapplication-page-6icon. In the dropdown window, select the format and click Generate.

Links tab

This tab appears if the request is linked to duplicates.

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The following are displayed here:

  • Requests with similar data. The master request (parent request) is highlighted in gray in the table. When the parent request is resolved, all child requests will be closed automatically. The resolution of the master request will be copied to the page of the linked request. For more details on working with duplicate requests, see Merge duplicates.
  • Problems identified during request processing.
  • Change requests created within the scope of the request.

Route 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.

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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.

You can get more detailed information about the route by clicking More details. The window that opens will display a table with detailed data on OLA standards and the performance quality of each route stage.

OLA Gantt Tab

This tab is displayed if a request processing route is defined for the selected service. The route specifies the order in which operators work, the conditions for assigning executors, and SLA standards. The diagram shows the sequence of route stages, their relationships, and deadlines.

You can use the diagram to monitor the request’s progress along the route.

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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. For more details, see Merge duplicates.
  • Request status.
  • If work on the request is put on hold, the reason for putting it on hold will be specified on the page.
  • Assigned operator and the support group responsible for the service.
  • Active users currently viewing the request.
  • An indicator of the time remaining until the request processing deadline. Once the time runs out, this will indicate whether the request was closed on time or not. Processing deadlines are set in  the SLA app.
  • 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.

Edit, cancel, and delete a request

Users with edit permissions can modify request parameters. To do this, open the request page and click the Edit button. After making changes, click Save.

If a request was created by mistake, click the Cancel button on its page and leave a comment. The responsible user and the applicant will receive notifications. The request will be assigned the final status Canceled.

To delete a request, click the corresponding button on its page.

 

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