Thetab 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:
Incidents, service requests, or change requests that the technician might log on behalf of the Customer
Requests that the Customer or their Organizational Unit might submit
The Requests tab also displays this information:
Open and pending requests that are logged against customer items, regardless of their status
Requests that have been closed
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.
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 thetab.
To add request notes or attachments:
Click the request number hyperlink to display the request details.
Click in either the Attachments or Notes field.
Add or edit the Notes and Attachments or one of these.
NOTE:The size of an attachment should not exceed100 MB.
Update the email address in the Notify field if required.
You can view the notes that are created for a request. To view public or customer-created notes:
Select Requests tab.
Click the request number hyperlink.
Click to view details of all Notes in the Notes pop-up.
Click to display the contents of all Notes in a pop-up window.
Click to close the expanded window.
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.
Click to add the reply content to the Note.
Clickto send the Note to the Technician.
Clickto close the Note.
Clickto return to the Requests list.
To search for a request, Customers can use the search option within the Requests list.
To conduct a Full Text Search, the option should be marked and the Search Term completed. For more details, see Full Text Search.
To search for information on all types of requests, choose theoption.
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
To close a request for which the status is open or pending:
Click the request number hyperlink.
The request details are displayed.
Click thebutton, then click to confirm.
In thefield, specify the reason for closing the request, then click .
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.
To proceed without specifying the reason, clickin the 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.
Clickto return to the page on which the requests are listed.
The Request tab lets you re-open a closed request if you are a help desk customer.
NOTE:Thebutton 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.
To re-open a request that has been closed:
Click the closed request number hyperlink.
Click thebutton at the base of the request details screen.
Specify the reason for re-opening the request.
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.