2.1 Request List
The Request List page displays all the requests. The requests can be identified based on the associated icon:
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Service Request -
Incident Request -
Change Request -
Problem Request
The following table provides information on various actions that can be performed in all the requests pages:
Table 2-1 Features and Actions
|
|
Actions |
Description |
|---|---|
|
Create Requests |
|
|
Export Data |
he list can be exported into a PDF or Excel by clicking After clicking the icon, the following pop-up will be displayed. 
While exporting the to excel, you have an option to select the columns that should be included in excel. 
NOTE:By default, the displayed column in the list view will be selected while exporting the data. |
|
Close |
Click This is a bulk operator, you can select multiple request to close. However, if you have selected multiple requests, then the operation will be performed only on the requests that are applicable. |
|
Reopen |
Click This is a bulk operator, you can select multiple request to reopen. However, if you have selected multiple requests, then the operation will be performed only on the requests that are applicable. |
|
Delete |
Click This is a bulk operator, you can select multiple request to delete. However, if you have selected multiple requests, then the operation will be performed only on the requests that are applicable. |
|
Customizing Columns |
To customize the displayed columns, you can drag or drop the column in the required place. To add more columns, click the 
NOTE:For older request, Time in State and Last State Change columns will not display any data. After modify the requests, the data will be displayed in these two columns. For more information, see the Section 2.7.12, Customizing Columns section. |
|
Awaiting Inputs |
The |
|
Awaiting Approval |
The |
|
SLA Breached |
The |
|
Escalated |
The |
|
More Actions |
Click the Depending on the privileges, the option enabled might vary. 
|
|
Search |
On the top-right corner of the Request list page, you can find the search field. Using this field, you can search for Requests. 
For more information, see Full Text Search Options |
|
Filters |
Click the arrow icon to view filter panel. Using this panel, you can filter requests based on various available options. 
For more information on the available filter options, see the Section 2.7.13, Filters section. |
|
Messages |
If user adds a note to the technician in the request, then the message will be displayed along with the request, as shown in below image 
|
icon in the Menu bar. In the newly designed ZENworks Service Desk, you will be able to create request from anywhere in the portal.
icon displayed at the bottom of the screen.
.
to close requests. Only the supervisor can perform this action.
to reopen requests. Only the supervisor can perform this action.
to delete request. Only the supervisor can perform this action.
icon, and then select the required field that should be displayed.
icon represents that the request is awaiting inputs from the customer.
icon represents Awaiting My Approval.
icon represents the request has breached the SLA.
icon represents that the request is escalated.
icon to view actions that can be performed on the request.