The Home tab displays all Open and Pending requests. The Requests tab lists all requests logged against Customer Items, regardless of their status. This list also includes all requests that have been closed. Requests within this tab are listed with the most recent request at the top of the list.

The Request page displays:

The Requests tab also displays this information:

Viewing Request Details

To view the details of a request, click on the request number hyperlink.

The details of the selected request are displayed in a separate screen.

Editing Requests

You can add notes or attachments to requests for which the status is either open or pending. This is possible only if the administrator has granted the customer the rights to view and edit during the Incident, Change, or Service Request process using the Admin > Setup > Privileges tab.

To add request notes or attachments:

  1. Click the request number hyperlink to display the request details.

  2. Click in either the Attachments or Notes field.

  3. Add or edit the Notes and Attachments or one of these.

    NOTE:The size of an attachment should not exceed100 MB.

  4. Update the email address in the Notify field if required.

  5. Click Done.

Viewing Notes

You can view the notes that are created for a request. To view public or customer-created notes:

  1. Select Requests tab.

  2. Click the request number hyperlink.

  3. Click to view details of all Notes in the Notes pop-up.

  4. Click Save.

  5. Click to display the contents of all Notes in a pop-up window.

  6. Click to close the expanded window.

  7. To respond to a Note, select the relevant time or date stamp link of a Note.

    The request Note screen expands to display the content.

  8. Click to add the reply content to the Note.

  9. Click Save to send the Note to the Technician.

  10. Click Cancel to close the Note.

  11. Click Done to return to the Requests list.

Searching a Request

To search for a request, Customers can use the search option within the Requests list.

Full Text Search

To conduct a Full Text Search, the option should be marked and the Search Term completed. For more details, see Full Text Search.

Request Type

To search for information on all types of requests, choose the All Types option.

Service Requests

Select this option if you want to search for a specific Request Type, such as Incidents, Changes, or Service Requests.

When you select one of the request types, the relevant search options that are active for the selected search options are displayed. Custom fields search options that are active for the selected Request Type are also displayed. You can narrow the search parameters by doing the following:

  • Completing the dates fields

  • Entering a request or item number

  • Defining the item type

  • Defining whether the request is active or inactive in the system

Closing a Request

To close a request for which the status is open or pending:

  1. Click the request number hyperlink.

    The request details are displayed.

  2. Click the Resolved button, then click OK to confirm.

  3. In the Solutions field, specify the reason for closing the request, then click Save.

    The details are saved as a Note for the User who is working on the request. The request status changes to the default closed state for the assigned Workflow.

  4. To proceed without specifying the reason, click Cancel in the Solutions field. The solution is not recorded for the request, and the status of the request changes to the default closed state for the assigned workflow.

  5. Click Done to return to the page on which the requests are listed.

Re-Opening a Closed Request

The Request tab lets you re-open a closed request if you are a help desk customer.

NOTE:The Reopen button is available only for a help desk customer with the help desk license.

Help desk customers can re-activate requests that have been closed, if the administrator has enabled the option in the system Setup.

To re-open a request that has been closed:

  1. Click the closed request number hyperlink.

  2. Click the Reopen button at the base of the request details screen.

  3. Specify the reason for re-opening the request.

  4. Click Save.

    The specified information is converted into a request Note. The user for whom the request is allocated is notified about the re-opened status of the request.