Service Request - Characteristics specific to versions 2016 and earlier
Menu access
Operation > Service Requests > Requests
Screens in the Service Request form
TabUpdateRules_2016AndPriorVersions
See the general principles for updating tabs.
Create a new item | Delete an item or association with a related item |
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Click |
Click |
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.
- (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 | |
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Completed |
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In Progress |
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To Do |
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Contents of the table
The table can be customized using the options below.
- (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 in the Quick Dashboard or select Manage Service Requests in the menu.
2. Click to open the form.