Service Request - Characteristics specific to versions 2016 and earlier

Contents

Menu access
Screens in the Service Request form
Details tab
Solution tab
Procedures
- How to monitor the progress of a request (Front Office)

GraphicalInterface_2016AndPriorVersions

Note: This graphical user interface is specific to Product name - ev itsm.png version 2016 and earlier.

Open url.png See Service Request forms - latest version.

Menu access

Operation > Service Requests > Requests

Screens in the Service Request form

Service request.png

Service request tabs.png

TabUpdateRules_2016AndPriorVersions

Open url.png See the general principles for updating tabs.

Create a new item	Delete an item or association with a related item
Click at the top of the tab	Click next to the row you want to delete

Create a new item

Delete an item or association with a related item

Click Add icon.png at the top of the tab

Fundamentals - Form - New wizard.png

Click Delete icon.png next to the row you want to delete

Fundamentals - Form - Delete wizard.png

Details tab

ActionsHistory_2016AndPriorVersions

History of Actions: Information on successive actions performed to process the current object. They can be actions linked to a step in the workflow (e.g. incident processing), to a task (e.g. reminder for user), to a problem that enabled the solution of the object, actions modifying the target resolution date, e.g. modification of the SLA.
Action History timeline.png

(1) To display the complete form of an action, click to open the form or click to open a popup window.

(2) To display the details of an action, e.g. Send Email, Assignment, Analysis & Resolution, click [+] in the Action cell.

(3) To display the exact date on which the action was performed, roll your mouse over the Work Order cell.

The target intervention date is displayed in the time zone of the logged-in user.
To view the total intervention time and the delay for a completed object, open the form and select the Solution tab which shows a summary of all successive actions.

Color key for action rows

Color	Action type		Description
	Completed		Action whose actual start and end dates are specified.
	In Progress		Action whose actual start date is specified but whose actual end date is not specified.
	To Do		Action whose actual start and end dates are not specified. Accessible via in the Quick Dashboard.

    Contents of the table
    The table can be customized using the options below.
          Action History table - Options.png

(1) Filter: Used to select the action types to be displayed. Note: The display mode is specific to each user, regardless of the workstation used, and it is retained after logout.
- Detailed View: No filter is applied to action types and all actions are displayed.
- Compact View: Only actions associated with an action type authorizing its display are visible. Generally, these are action types like Send Email.

(2) Details: Note: The display is not retained after logout. The default choice is Hide All.
- [+] Display All: Used to display all details for all actions, e.g. Send Email, Assignment, Analysis & Resolution.
- [-] Hide All: Used to display only the row describing the actions, e.g. date, Support person, action type, duration.

Solution tab

Move the cursor over the SLA Target field to see a description of the SLA.

Procedures

How to monitor the progress of a request (Front Office)

1. Click QuickDashboard FO - My Service requests counter.png in the Quick Dashboard or select Manage Service Requests in the menu.

2. Click Display popup icon.png to open the form.

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